AccountId: 011433970860
ContactId: c5cec634-ed0d-4354-b858-6569091e6358
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 744510 ms
Total Talk Time (AGENT): 236146 ms
Total Talk Time (CUSTOMER): 308980 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/c5cec634-ed0d-4354-b858-6569091e6358_20250602T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello how are you?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][POSITIVE] Oh God bless, I'm doing well. [PII] bless. Hold on one second, let me see if I could do it myself.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I think you guys changed your I mean your.
[CUSTOMER][NEUTRAL] Yeah what do you call it the way I got get my invoices.
[AGENT][NEUTRAL] Yes ma'am, they uh launched a new one today and they're just having a few glitches they're working through this morning.
[CUSTOMER][NEGATIVE] Oh yeah, because I'm like I can't get my email. It's like, oh, a, a user with specific credentials could not be found and this and that and that and this I I shouldn't even get on there today at all is what you're trying to tell me.
[AGENT][POSITIVE] I'm so sorry about that. They
[AGENT][NEUTRAL] Uh no, I wouldn't say at all.
[AGENT][NEUTRAL] But they are working on it and um let me see I have a message here hold a second, see.
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEUTRAL] Um, are you seeing the new site when you open it up, or is it still look like the old one?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I, I'm looking at the new site.
[AGENT][NEUTRAL] OK, and you weren't able to.
[CUSTOMER][NEUTRAL] Yeah, because it's asking me for my email and then I because before I I had a username instead of an email.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, this way you do not have to have that username anymore.
[CUSTOMER][NEUTRAL] So then I put my email.
[CUSTOMER][NEUTRAL] Yeah I know and then I'm trying to put my email in, uh, and then I, OK, so I.
[CUSTOMER][NEUTRAL] First I did uh log in or like try to log in for the first time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I, uh, nothing happened and then I said, OK, let me do forgot password so I did pass pass then it says nothing available. I'm like, oh God, OK, uh, let me give him a call.
[AGENT][NEUTRAL] All right, so let's see here.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, do you want my uh my group number?
[AGENT][POSITIVE] Yes ma'am, let me go ahead and get that from you real quick. Let's see.
[CUSTOMER][NEUTRAL] OK, my group number is.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Ta da my group number.
[CUSTOMER][NEUTRAL] 19,330.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Alright, let me see what is a good call back number for you just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I got all that here. Let's see here what email is it you were uh attempting to use on the new site?
[CUSTOMER][NEUTRAL] Well, I think I have it under [PII].
[AGENT][NEUTRAL] Yes, ma'am, that's what I have.
[AGENT][NEUTRAL] OK, so it's saying that it does not um recognize your email is that what it's saying?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And they said forgot password but.
[CUSTOMER][NEGATIVE] Something about no credentials or something like that. I have no idea. I took it off already.
[AGENT][NEUTRAL] OK, cause this note here I'm seeing at the moment, um.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] I guess you're gonna get a lot of phone calls today.
[AGENT][NEUTRAL] Unfortunately, yes, ma'am. They, um, I don't know what's going on. They thought they had a pretty smooth launch, so it's saying here though that
[AGENT][NEUTRAL] Ask them to, so you haven't received a verification email yet because it wasn't accepting what you entered.
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] Well it send me send me the um.
[CUSTOMER][NEUTRAL] You know the code, so I put in the code and then that's when it says something about the credentials.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] I'm seeing if they have any information about what's going on after because I guess some people were getting that verification email the code in their junk and just the junk or spam folder and didn't realize it but um that doesn't seem to be the case with you because you got that uh.
[CUSTOMER][NEUTRAL] Mhm, and I put it in.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And they told me something about um.
[CUSTOMER][NEUTRAL] Something about um, you want me to try it again?
[AGENT][POSITIVE] Yeah, that would be great so we can walk through it.
[CUSTOMER][NEUTRAL] So I could tell you exactly what.
[CUSTOMER][NEUTRAL] Hold on one second, bear with me one minute.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh da da da da.
[CUSTOMER][POSITIVE] I've done it twice already so it's it should be basically easy for me.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] IPL click here to log into your online service account and log in and then my email address and my tell oh no say say forgot password say forgot password.
[CUSTOMER][NEUTRAL] OK, [PII] send verification code.
[CUSTOMER][NEUTRAL] OK now.
[CUSTOMER][NEUTRAL] I'm gonna be getting the verification code, bear with me.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I got my verification code. Thank you for verifying, and I'm gonna put the verification code in there, copy.
[AGENT][NEUTRAL] At this point, is it asking you to set a password?
[CUSTOMER][NEUTRAL] No, not yet. I'm sending.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, put I put in the verify code.
[CUSTOMER][NEUTRAL] OK, no, now I say OK, your email address verify you can now continue. OK, so I'm continue and the account could not be found for the provider user ID.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, let me
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] An account.
[CUSTOMER][NEUTRAL] And they said my email, my email has been verified.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, that's what that's very strange. OK, you said an account cannot be found using what was that?
[CUSTOMER][NEUTRAL] Yeah, an account could not be found for the provider user ID.
[AGENT][POSITIVE] OK, she was able to get the code and submit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At what point were you, what day did you enter right when it um gave you that excuse me, they gave you that error message?
[CUSTOMER][NEUTRAL] That's when I put in the I when I put in that I verify the the the code I put in the code and then it says OK, your email has been verified now hit continue and I hit continue and this is what it it gave me.
[AGENT][NEUTRAL] I see. And I apologize. I know this seems trivial.
[CUSTOMER][NEUTRAL] The email I oh I said the email the email address verify you can now continue so I hit the continue and then I got an account could not be found for the provider user ID so I got that far.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So, um, this might sound very trivial, but did you choose the group role when um when you first started to do this?
[CUSTOMER][NEUTRAL] I, the beginning, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, I could go back in there, create your OSC account. Let me go in there, create your O let's see, and then I put group.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] And then I put in the group number.
[CUSTOMER][NEUTRAL] OK, 33431.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Maybe I need to put in my mm.
[CUSTOMER][NEGATIVE] No user was found with this with the information that was entered. Please try again. uh, forget it. I give up.
[AGENT][POSITIVE] I'm so sorry. I'm working. I'm excuse me, I am trying to get her the information.
[AGENT][NEUTRAL] Selecting the correct role and putting the right about.
[AGENT][NEUTRAL] OK, so I was just making sure she was understanding each step that you were able to successfully complete and then when you were getting that error message.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She is on the same track.
[CUSTOMER][NEUTRAL] Can you just tell me what's my bill for for the month of June?
[AGENT][NEUTRAL] I sure can. Let's see here.
[AGENT][NEUTRAL] Come on, there we go. Let's see.
[CUSTOMER][NEUTRAL] I'm gonna change it to male.
[AGENT][POSITIVE] Well, I hope to have this, uh, all figured out. Uh, I hope to have it figured out. I hope that we get it figured out, um, at some point today.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] And I apologize that group number was.
[CUSTOMER][NEUTRAL] Last month was $333.48.
[AGENT][NEUTRAL] Let me just verify that group number again 19,330.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Alright, let's see, it's pulling up now. Yes ma'am, 322-60. Let me make sure that wasn't adjusted at all.
[CUSTOMER][NEUTRAL] 32,260.
[AGENT][POSITIVE] I believe so. Yes, ma'am. That's what it is.
[CUSTOMER][POSITIVE] Beautiful. Alrighty, so if I need a copy.
[AGENT][NEUTRAL] I can take a payment by card over the phone if you'd like.
[CUSTOMER][NEUTRAL] No, um.
[CUSTOMER][NEUTRAL] Can you send me a copy of my my invoice?
[AGENT][NEUTRAL] I sure can, yes ma'am. Let's see here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that um
[CUSTOMER][NEUTRAL] You have my email address which is [PII].
[AGENT][POSITIVE] Yes ma'am, we've got that and I will get that right over to you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you. I greatly really appreciate that.
[AGENT][POSITIVE] No problem. I hope you uh are able to get in quickly.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Well thank you very much. At least I could to get this done.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, I will get that over to you, uh, quickly. So if there's anything else I can help you with, I hope, um, you have a great week and things get better from this point forward.
[CUSTOMER][POSITIVE] Thank you so much. I greatly appreciate it.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.