AccountId: 011433970860
ContactId: bd35d024-91bc-4113-9ef7-136d8a9d8fc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319600 ms
Total Talk Time (AGENT): 102725 ms
Total Talk Time (CUSTOMER): 169154 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/bd35d024-91bc-4113-9ef7-136d8a9d8fc8_20250604T16:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm, um, I'm trying to
[CUSTOMER][NEUTRAL] Pay the bill. I'm in a group, so we are uh metro 4.
[CUSTOMER][NEUTRAL] Um, but I think you guys changed the website, uh, it says that I don't have.
[CUSTOMER][NEGATIVE] The the password doesn't work.
[CUSTOMER][NEUTRAL] If you can help me.
[AGENT][NEUTRAL] Uh yes. The online service center was updated, so you have to create a new account. Um, but what is your
[CUSTOMER][NEUTRAL] I try.
[AGENT][NEUTRAL] What is your name and group number?
[CUSTOMER][NEUTRAL] But it couldn't, it's not.
[CUSTOMER][NEUTRAL] Yes, it is [PII] and it's Metro 4 and the group number is 25,490.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEGATIVE] Yeah, but I tried to put and it says it's an error, so it's not working.
[AGENT][NEUTRAL] OK, and verify the group mailing address and your email address.
[CUSTOMER][NEUTRAL] It's uh 9000, yes, [PII], and then it's [PII].
[AGENT][NEUTRAL] OK, and what phone number are you using as far as the group number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that's the information we had in this group so it won't let you set up on the online service center as a new user.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, it says that my email doesn't recognize them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, contact you guys option 4.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, and verify that email address again to make sure we have it correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, and that's why I'm showing we have, um.
[AGENT][NEUTRAL] And so when you get onto the site you just selecting and create a user.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] And then your so it's a group.
[CUSTOMER][NEUTRAL] I go to group which ro that scribe and I put a group.
[CUSTOMER][NEUTRAL] And then I dig Nest and then I put 25,490, the name of the group number 33,150, then the 305-7519711 [PII] and then I put the my email.
[CUSTOMER][NEUTRAL] The one that I gave you already and then [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I try said no user was found with information was entered please try it again I'll call you guys.
[AGENT][NEUTRAL] Mm, and that's the information we have, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I don't understand. Yeah.
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Do you want me to try it in another browser?
[AGENT][NEUTRAL] What browser are you using?
[CUSTOMER][NEUTRAL] The Gogochrome.
[AGENT][NEUTRAL] Um, you can, and also probably, uh, delete your history, uh, cause maybe that'll help.
[CUSTOMER][NEGATIVE] OK, delete it.
[AGENT][NEUTRAL] Uh, the history. Yes, ma'am, and start over.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let me, let me do, let me do it with uh the other one, the other, um.
[CUSTOMER][NEUTRAL] To see if that helps.
[AGENT][NEUTRAL] And if it doesn't work, then I will have to send a request for a representative to give you a call back or email you back as far as uh assisting.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah, it gave me the same. Let me see. I'm already they have let me go to settings and.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the like in an hour to see if that helps.
[CUSTOMER][NEUTRAL] 2500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You gave me the same error.
[AGENT][NEUTRAL] OK, let me, uh, send a request so a representative can find out what's going on and give you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem. You can call me to my to my phone number here, yes, ask for me, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's the [PII]?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] OK, yes ma'am, I'll get a representative to give you a call back, OK?
[CUSTOMER][POSITIVE] Great. OK.
[CUSTOMER][POSITIVE] Yeah, if anything, I'll send the check by mail, you know, so at least this this month so we can, you know, until you guys resolve the issue if for any reason. OK, thank you so much.
[AGENT][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK. OK. The same, bye-bye.
[AGENT][NEUTRAL] Bye.