AccountId: 011433970860
ContactId: c0bd3055-bcdf-4fe8-9480-f1252fc4489e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442059 ms
Total Talk Time (AGENT): 113065 ms
Total Talk Time (CUSTOMER): 111753 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/c0bd3055-bcdf-4fe8-9480-f1252fc4489e_20250612T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Barla Inc. I have a group number.
[AGENT][POSITIVE] OK, and yeah, I'll be happy to help you with that. Um, first, I just wanna make sure is the number you're calling from [PII] a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you and can you please give me that group number one more time?
[CUSTOMER][NEUTRAL] 26571.
[AGENT][NEUTRAL] All right, and then can you please verify the address that we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the phone number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. All right. And uh what can I help you with today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I normally make, I'm the one that makes the payments and I've been doing them online.
[CUSTOMER][NEUTRAL] But, um, did you change your website or the login, um,
[CUSTOMER][NEGATIVE] Because I tried to log in, I used to have to put in a user, a username and a password, and now it's asking me for an email. So when I enter my email, it says it doesn't recognize it.
[AGENT][NEUTRAL] Yes, we did um change uh update the website and now it does go by email um so if this is your first time trying to log into the new website you'll have to click create a new account and um I can stay on the line with you while you do that if you'd like um just so we can walk through the steps and make sure you're able to get logged in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is, what's the website again? Um, I just got out of it. Give me one second.
[AGENT][NEUTRAL] Um, yeah, it's.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So create, um, I put it as a group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I think I tried doing this, but for whatever reason it um.
[CUSTOMER][NEUTRAL] So when it asks me for email on record.
[CUSTOMER][NEUTRAL] I put mine.
[AGENT][NEUTRAL] Um, yeah, what's your email? Just so I can verify it's the same.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's what we have.
[CUSTOMER][NEUTRAL] I stands for verification code. Just give me one.
[AGENT][NEUTRAL] And it should ask you to send a verification code.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm waiting for it
[CUSTOMER][NEUTRAL] Oh, I just got it. Give me one sec.
[CUSTOMER][NEUTRAL] OK, now it's asking me to enter a password.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I got me in.
[CUSTOMER][NEUTRAL] Oh, my daughter logged in now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, another verification code.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I'm in it, but it's like I guess thinking.
[AGENT][NEUTRAL] And once you get to the home page it should say like my my dashboard and then you should see an option to click group or my group and then on that screen yeah and after you click that you should see it says invoicing.
[CUSTOMER][NEUTRAL] Yeah, go
[AGENT][NEUTRAL] And that's how you view your invoices and pay them.
[CUSTOMER][NEUTRAL] OK, so the new room for is this one I sent it.
[CUSTOMER][NEUTRAL] It's still the same way as before, right? Submit invoice and then it gives me the option to pay, right?
[AGENT][NEUTRAL] Yeah, so you once you click on an invoice and then you can make your changes just like you could before, like if you have rate changes or terminations and stuff like that, um, and then submit invoices how you pay it and it'll ask you ACH which your ACH information should still be saved.
[CUSTOMER][NEUTRAL] ACH
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it is. I just saw it.
[CUSTOMER][POSITIVE] I got it. Thank you so much.
[AGENT][POSITIVE] Oh, no problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that would be it. Thank you. Have a wonderful day.
[AGENT][POSITIVE] No problem you have a great day.
[CUSTOMER][NEUTRAL] Bye.