AccountId: 011433970860
ContactId: a6dc2a41-d695-47bc-a491-5adb0bea7474
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 616489 ms
Total Talk Time (AGENT): 342563 ms
Total Talk Time (CUSTOMER): 194861 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a6dc2a41-d695-47bc-a491-5adb0bea7474_20250602T14:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to go into my online account to make a payment for some reason it's not letting me in this month.
[AGENT][NEUTRAL] OK, so you're trying to sign in for to the online service center but you're not able to, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, ma'am, I can try and help you with this. There were some updates to the portal, um, so that's going to be part of the issue more than likely. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII] with the city of [PII].
[AGENT][NEUTRAL] I'm so sorry, [PII], what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and a good call back number for you please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the group number?
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] 20984.
[AGENT][NEUTRAL] OK, thank you. Give me a moment, [PII], to get the group's information pulled up and I will have to verify several things with you first for security, so one moment please.
[AGENT][NEUTRAL] OK, so first off, [PII], if you could please verify the name of the group and the group's address.
[CUSTOMER][NEUTRAL] City of [PII].
[CUSTOMER][NEUTRAL] You need to be [PII] or [PII].
[AGENT][NEUTRAL] OK, thank you and then the email address that we would have on file?
[CUSTOMER][NEUTRAL] I've been getting my notifications at [PII].
[AGENT][NEUTRAL] Thank you. And then the phone number, the primary number that we would have on file for the group.
[CUSTOMER][NEUTRAL] Should be the same [PII].
[AGENT][NEUTRAL] OK, so we do have something different.
[CUSTOMER][NEUTRAL] [PII] only numbers there is.
[AGENT][NEUTRAL] And then it appears we need to receive an email to get that updated. The last three numbers on the one we have is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Mhm. So do you have our care team email address?
[CUSTOMER][NEUTRAL] Let's see, I probably don't. I've got the sales and everything. Let's see.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] OK, well then let me give you that email address for you to send it um the update, whatever we need to have is the primary phone number.
[CUSTOMER][NEUTRAL] Yes I do is it um.
[AGENT][NEUTRAL] Care team.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, it's got [PII]. I don't know if that would be the same.
[AGENT][NEUTRAL] Well, then you can actually send it to the updated request for the phone number to be updated. You can send that to care team.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and give me just a moment.
[CUSTOMER][NEUTRAL] That number wouldn't be [PII].
[AGENT][NEUTRAL] Say that one more time, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's what we have on file, yes, ma'am, currently.
[CUSTOMER][NEUTRAL] OK, alright, that's probably a roll over number.
[AGENT][NEUTRAL] Oh, OK. So, yes, ma'am. If you, if it needs to be changed, then um,
[CUSTOMER][NEUTRAL] No, any of those are fine. I just don't know why they would put a roll over on there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm sorry, I don't have, yeah.
[CUSTOMER][NEUTRAL] Because the main line, the main line is that's OK, the main line is 3629. The mayor's office is 1111. Anything else is a roll over, so.
[AGENT][NEUTRAL] OK. So yeah, if, if it's better as far as like when you call in for verification purposes to have one of those other two numbers that you had given me.
[AGENT][POSITIVE] You know, the one, the 29, you can send that email and we'll be happy to get that updated.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, uh, so what do I need to do to get in here and make this payment today?
[AGENT][NEUTRAL] OK, so what you're gonna have to do is to set up a new profile.
[CUSTOMER][NEUTRAL] Oh God.
[AGENT][NEUTRAL] I believe. Let me, I'm gonna place you, because this is something new, so it's kind of uh
[AGENT][NEUTRAL] Uh, mm, a teaching moment for us all on the changes. Do you mind letting me put you on a hold for just a moment, [PII]? I may, if, if necessary, I may transfer you, but I'm gonna try to help you with this. Do you mind holding for a moment?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APO. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. Good morning.
[CUSTOMER][NEUTRAL] Mm OK. Good morning.
[AGENT][NEUTRAL] Yeah, yeah, mhm. I feel the same way, girl, I feel the same way. So I have another admin on the line.
[AGENT][NEGATIVE] Um, that can't get into the OSC and all these people are frustrated.
[CUSTOMER][NEGATIVE] I know, and I can't get any, uh, I can't even get in the OSC.
[CUSTOMER][NEUTRAL] That the new one.
[AGENT][NEUTRAL] And have you told anybody that you can't get in it because [PII] also said she couldn't get in it.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So what do I need to, so the admins that are calling trying to get in to make payments, are we supposed to be connecting them with you all?
[CUSTOMER][NEUTRAL] They are aware.
[CUSTOMER][NEUTRAL] Don't get me lying.
[CUSTOMER][NEUTRAL] Don't give me the line because I can't answer. I mean, is, is she wanting to make, uh, are they wanting to make a payment?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Online or credit card payment, I can help them with that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. She said to get online to make a payment.
[CUSTOMER][NEUTRAL] What's that group number?
[AGENT][NEUTRAL] 20984. She says she can't log in.
[AGENT][NEGATIVE] Hm, I've, I've only had 3 calls today, [PII]. That's how problematic. I, I have only had 3 calls today. Normally I would have had about 10. I would have had about 10 or more.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Do what now?
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEGATIVE] Yeah, this is, this is my, my 3rd 1, so yeah, with the same issue.
[AGENT][NEUTRAL] Mhm. Every one of mine today have been about this.
[CUSTOMER][NEUTRAL] So who
[AGENT][NEUTRAL] This is [PII] on the line.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And what's a good callback number just in case?
[AGENT][NEUTRAL] Everything was verified. She gave me [PII]. She's also gonna be sending in an email, possibly to have the phone number because she says that's that number that's in line that ends in [PII] is a rollover number and she's not quite sure why that one is even in there. I mean, it, it's doable, but.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So anyway, I gave her the care team emails said if she wanted to have that changed to just send an email. Now, I did not tell her I was transferring her. I was just trying to get some information, but I can join her in and let her know, you know, that you're going to try and assist her.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I'll try my best. I mean, I, like I said, I haven't gotten access yet for the online service center myself, so, um, but that's, I'll, I'll see what I can do.
[AGENT][NEGATIVE] Oh, this is such a mess.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You're the sweetest. It's gonna be a long day for all of us.
[CUSTOMER][NEUTRAL] Um, I have a, uh,
[CUSTOMER][POSITIVE] Yeah, it already is but that's all right, that's what we're here for and um.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] To do the best we can.
[CUSTOMER][NEGATIVE] They're all frustrated.
[AGENT][POSITIVE] Yep, to do the best we can. So let me just join her in and let her know that because I'm not just gonna drop her to you since that it wasn't intending, you know, really to transfer. I was, so, but if you'll give me just a second, I'm gonna join her in, OK?
[CUSTOMER][POSITIVE] It'll be all right.
[AGENT][MIXED] She's nice, but you can tell she's frustrated.
[CUSTOMER][NEUTRAL] OK, dear.
[AGENT][POSITIVE] All right, [PII], thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Hey, this is still [PII], and I have joined um [PII] on the call with us. She is actually in our billing department, so she's going to see if she can provide you some additional assistance on this, and it may be something that we just end up having to call you back on.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][POSITIVE] Yeah because when I go in there to create a new.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] When I go in there to create a new it's not it won't even let me do that.
[AGENT][NEUTRAL] OK. [PII], are you able to hear [PII]?
[CUSTOMER][NEUTRAL] Yes, I can hear [PII]. Good morning, [PII].
[AGENT][NEUTRAL] OK. OK. [PII] and [PII], can you hear me? OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can try and help you with, [PII], before I let you just speak to [PII]?
[CUSTOMER][NEUTRAL] I know I just need to get in here and make this payment.
[AGENT][POSITIVE] OK. All right. Well, I wish you the best with that one. [PII]'s gonna be glad to try and help you a little further. So I hope you both have a very nice day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] You too Thank you [PII].
[AGENT][NEUTRAL] Uh-huh. Bye bye y'all.