AccountId: 011433970860
ContactId: c387e534-6b82-4500-ba80-58f4f7f09db9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387779 ms
Total Talk Time (AGENT): 153584 ms
Total Talk Time (CUSTOMER): 238539 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c387e534-6b82-4500-ba80-58f4f7f09db9_20250502T19:49_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, hi, this is [PII] calling from Wagner County, and our group number is 24542.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] And excuse me, I'm able to get into the system and I did all my billing changes and I was all finished.
[CUSTOMER][NEGATIVE] And I saved it and I went to print it it said not authorized I thought oh that's odd so then I went to print the invoice and it said not authorized this is weird. So I went into where it's got my group stuff. My name's not in there anymore, but yet it's letting me pay the bill and I'm the primary person so I'm really confused yeah yeah I was in there and I got the bill but it won't let me do anything else.
[AGENT][NEUTRAL] That is weird.
[AGENT][POSITIVE] And you were able to log in.
[AGENT][NEUTRAL] All right, let me, uh, just get some information.
[CUSTOMER][POSITIVE] And I even got a and I even got a confirmation email that the the invoice was successfully submitted.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But I'm not listed as a contact anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's so strange. Let me get some information from you quick just to verify I've got the right account pulled up. What is your mailing address and phone number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it is, uh, let me see, mine specifically my phone number?
[AGENT][NEUTRAL] No ma'am, well, the what we should have on the uh on in our system up for the account.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK. The, they, they, uh, what the heck? They did. It says [PII]. It's really shook me up. [PII].
[CUSTOMER][NEUTRAL] And it's group [PII].
[AGENT][NEUTRAL] Any chance I could be [PII]?
[CUSTOMER][NEUTRAL] Yeah, well, no, I'm sorry, [PII]. That's our other zip code. Oh my [PII], is it [PII] yet?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I see. And I'm so sorry, would you give me that phone number one more time?
[CUSTOMER][NEUTRAL] My phone number is.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] OK, that's what I've got here so I apologize, I think there might be a slight delay in our conversation here, so that might be what we're overlapping a little bit.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, that's, I'm sorry.
[AGENT][NEUTRAL] No, no, it's fine. I just want to let you know. OK, so.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] The admin account is Wag County and it looks like possibly your email address, is it the one we have on file, file [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah, yep, that's me, so I can get in and I can do things but I cannot, it doesn't show me as a user and it doesn't let me print anything.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] That is so strange.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Have you attempted to make 2 other accounts because I see 2 of them are pending.
[CUSTOMER][NEUTRAL] So I wanna get this bill.
[AGENT][NEUTRAL] On spin. Let's see.
[CUSTOMER][NEUTRAL] I took yesterday I took [PII] off.
[AGENT][NEUTRAL] Yes, I do see that.
[CUSTOMER][NEGATIVE] I see today that it's it's got [PII] the reset her password. Yes, I did try to go in and make a new account for myself using my old account stuff, and it says no, we already have this account try something else and I'm like I better call because I'm not try I this is not I'm not doing this.
[AGENT][NEUTRAL] Alright, have you, uh, this might sound really simple, but have you tried to log out and back in?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I always try the the simple stuff first because I'm simple minded.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, no, no. You'd be surprised on how many people don't do that. So it's, it's, um, that's quite strange.
[CUSTOMER][NEUTRAL] Oh, and then, and then the last resort is that you turn the computer off and on.
[AGENT][POSITIVE] Yes, ye the power, yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so I still see you in there as a contact with your email address and name and all that good stuff with that phone number.
[CUSTOMER][NEUTRAL] Do you have me in as a user?
[AGENT][NEUTRAL] Uh, well, the username is [PII].
[CUSTOMER][NEUTRAL] OK, because it's it's not showing up in my users.
[AGENT][NEUTRAL] That's the
[AGENT][NEUTRAL] Well, it's possibly because you're logged into that account it would only show you the accounts that were created under that one, so that's probably why you're not seeing it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, I'll live with that, but I just.
[AGENT][NEUTRAL] So I don't know why it's not allowing you to print it this time, but I can definitely send it to you through email at for this one just so we can get past this a particular situation. Did you want it in Excel or a PDF format?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, a PDF of the invoice please, and then if you could send me the, the payment voucher, that'd be great, and then find out well I can't get in there anymore.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Absolutely, and this would be for the April invoice?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, let me get this all pulled up for you. Let's see.
[CUSTOMER][NEUTRAL] I wonder if it's I'm gonna try I'm like wondering if it's going to let me um.
[CUSTOMER][NEGATIVE] Print ID cards. Hold on, I'm gonna try it. No, he's canceled. Why did I even try him?
[CUSTOMER][NEUTRAL] Let me try this one.
[CUSTOMER][NEUTRAL] Oh my gosh, I just wanna go home. I just had enough today.
[AGENT][POSITIVE] You know, I'm ready for this week to be over as well. It has been one heck of a week.
[AGENT][NEUTRAL] OK, let's
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, it's let me print ID ID child ID cards, so that's a good thing.
[AGENT][NEUTRAL] Maybe a tip to do the invoice again. Let's see what it does this time.
[CUSTOMER][NEUTRAL] Oh my Lord [PII].
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Um, invoice coupon, let's try it.
[CUSTOMER][NEUTRAL] Invoice coupon PDF you oh is it starting? Wait.
[CUSTOMER][POSITIVE] You're magic. I don't know what you did, but it worked.
[AGENT][NEUTRAL] You just had to make a phone call. It, it wanted you to sound crazy is all.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's like when you go to the dentist and your tooth stops hurting.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yes, that or you take your car to the mechanic and it starts making that sound.
[CUSTOMER][POSITIVE] Yes, yes, whatever you did, you fixed it. Thank you so much.
[AGENT][POSITIVE] Well, I'm so glad that I could be of service.
[CUSTOMER][POSITIVE] Oh my goodness, thank you, and you have a great weekend.
[AGENT][POSITIVE] Thank you. You too, [PII]. I appreciate it. You have a great weekend too. Thanks for calling PL. Bye.
[CUSTOMER][POSITIVE] Thank you. Oh, you too, hon. Bye.