AccountId: 011433970860
ContactId: af24b128-4273-46ac-a631-1f3c63851e96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338320 ms
Total Talk Time (AGENT): 137510 ms
Total Talk Time (CUSTOMER): 185953 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/af24b128-4273-46ac-a631-1f3c63851e96_20250602T15:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] and Billing. How may I help you?
[CUSTOMER][NEGATIVE] Good morning. I'm calling because I've been trying to log in to make a payment by electronic check, but our log in information isn't working. Um, I have a feeling I need to get the administrator to reset everything. I tried to do it, but it's not working um in the meantime I'd like to still be able to make a payment and I know um we can do that with a card, but we don't have a corporate card to use our prepaid gift cards, um.
[CUSTOMER][NEUTRAL] Able to be used or?
[AGENT][NEUTRAL] That's a good question. We've never had that or I haven't, so, uh.
[CUSTOMER][NEUTRAL] Because a lot of times they they require like a billing um you know the billing address and all that but if we pre pre-purchase the card I'm wondering if that'll.
[AGENT][NEUTRAL] Right, and we do.
[AGENT][NEUTRAL] We do.
[AGENT][NEUTRAL] We do require the um.
[AGENT][NEUTRAL] The security code and the uh the zip code of the
[AGENT][NEUTRAL] Um, group, do you know that.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] So how do I get a payment done without being able to log in?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] What is your group number?
[CUSTOMER][NEUTRAL] It is hold on one second, that's the invoice number. This is it's 15966.
[AGENT][NEUTRAL] 15966.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] I'm one of the managers. There should be [PII] and [PII].
[CUSTOMER][NEUTRAL] And we all had our own logins and as of last month we were able to pay the bill and then today when we went on.
[CUSTOMER][NEUTRAL] It was completely different and of course [PII]'s on vacation and [PII]'s out so it's up to me to take care of it.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I can help you with that. Uh, uh, [PII], what is a good call back number for you just in case?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII], and you said that you're trying to log in to make a payment and.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The, the, the, the field has changed so we had user names and a password before and not email so I tried [PII]'s email, [PII]'s email on my own, and [PII]'s worked and so when I got to the part where requested a code da da da, went to his email that was fine and then I went to change the um password or set up the password because we have to set up uh the the what is the OCM or something I forget I'm not on there.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, and it wouldn't let me go any farther. It said it it his username was invalid or his email was invalid, so I was like, well, that's strange because it sent the code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right. I understand that and I do apologize. Um, we are experiencing difficulties right now, but can you verify the um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Address that we have on file for this group please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK. And the um
[CUSTOMER][NEUTRAL] OSC account sorry that's.
[AGENT][NEUTRAL] The um email address that we have on file.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's either [PII], and I know it's not mine. Mine's [PII]. It could be [PII], but I don't know those are the only ones we think we could think of.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I understand.
[AGENT][NEUTRAL] OK, so I do see that we have [PII] as our main contact, so he would be the one to set it up first.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and then we can make changes after that?
[AGENT][NEUTRAL] And then right and he would be the one to set it up first and then he would be able to add the users so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I will get with him, but in the meantime I mean are we safe for the next 2 days because I won't be able to talk to him until.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. I mean, just cause it's just [PII], you do have a 30 day grace period, so you're, you're good, you're good. So, and I do apologize for the inconvenience, but yes, ma'am. He would have to be the one to sit up first.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK good.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] That's OK. It was definitely a
[CUSTOMER][NEUTRAL] OK, that it makes sense. It was just a shock because we've had it like this for years and they haven't, you know, there hasn't been a problem but.
[AGENT][NEUTRAL] Right, right.
[AGENT][POSITIVE] And I understand and I do apologize.
[CUSTOMER][NEUTRAL] OK, I will have him.
[CUSTOMER][NEUTRAL] That's fine it's not your fault you're just doing your job.
[AGENT][POSITIVE] Well, I appreciate that. Thank you.
[CUSTOMER][POSITIVE] OK, I will let [PII] know to call in and get all that set up. Thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK? Thank you. Uh-huh. Mm. Bye-bye.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] You too take care.
[CUSTOMER][NEUTRAL] Bye bye.