AccountId: 011433970860
ContactId: b4cbd160-9491-489c-b514-929f10748337
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255649 ms
Total Talk Time (AGENT): 114201 ms
Total Talk Time (CUSTOMER): 75034 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b4cbd160-9491-489c-b514-929f10748337_20250602T17:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and Billing. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII] at Texaco Municipal Schools, and I'm trying to log into my account.
[CUSTOMER][NEGATIVE] And I can't get in there um so used to I used a user name and now it's asking for an email and I'm not sure which email is on file because I tried both of them that I thought it would be and they're not either one working.
[CUSTOMER][NEUTRAL] So I don't know if you can help me with that or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the um group number please?
[CUSTOMER][NEUTRAL] 13758.
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] And what is your name? I can.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, [PII]. Thank you. Um,
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So [PII], can you verify, um,
[AGENT][NEUTRAL] The address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and can you verify, I mean, what's a good call back number for you just in case we get disconnected please?
[CUSTOMER][NEUTRAL] Um, [PII] and then it's [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And um.
[AGENT][NEUTRAL] Let's see, can you verify the phone number that we have? Um, OK, so that you just verified that. Can you verify the address, the email address that we have on file?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, well, that's my issue. It would probably be, um, [PII].
[AGENT][NEUTRAL] OK, and that's what we have, so.
[AGENT][NEUTRAL] Bread is gonna have to get on there and um
[AGENT][NEUTRAL] Register first and then they can add you back to the um.
[AGENT][NEUTRAL] At you again.
[AGENT][NEUTRAL] As a user.
[CUSTOMER][NEGATIVE] OK, so that's that's my business manager's email and I tried I used her email and she gave me the code that they sent and then when I tried to log in with that email it said that that account wasn't um valid either so I don't.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] I know this we've been having issues with that and I do apologize. Um, let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] You know, when we know it's been an inconvenience, but we're our IT team are working on that to resolve those, um, and it should be fixed within the next 24 hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so just try again tomorrow and see.
[AGENT][NEUTRAL] Yes, ma'am. And
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][NEUTRAL] All right, [PII]. Well, thank you again for calling APL and we again, we apologize for the inconvenience, but um
[AGENT][NEUTRAL] Again, just
[AGENT][POSITIVE] Thank you for calling and.
[AGENT][POSITIVE] Have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.