AccountId: 011433970860
ContactId: cd230307-681e-46b8-9efb-2ac3ac497a12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212360 ms
Total Talk Time (AGENT): 52511 ms
Total Talk Time (CUSTOMER): 115930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/cd230307-681e-46b8-9efb-2ac3ac497a12_20250603T21:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Spectrum Home. Um, I was trying to log in to, uh, the portal. Looks like it changed, tried to, uh, pay our bill for the month, and, um, now we used to do it where we just used our user name or the user name that we had. Now it's asking for an email address, and I actually took it over from [PII] who used to be the financial or is the financial director, but I started doing it for him.
[CUSTOMER][NEGATIVE] And it seem like it's not wanting to use his email address that was set up with it to log us in and I'm just trying to call to see what I need to do to get logged in to do this.
[AGENT][NEUTRAL] OK, do you have your group number?
[CUSTOMER][NEUTRAL] Um, I do. I'm gonna have to go back and look at our last invoice. Give me a second.
[CUSTOMER][NEUTRAL] Uh, American public wise.
[CUSTOMER][NEUTRAL] Uh, group number is 13,520.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and then what is the address for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it looks like we have a different phone number.
[CUSTOMER][NEUTRAL] Um, is it, I'm just gonna go through some [PII].
[AGENT][NEUTRAL] No, I'd say [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, no.
[AGENT][NEUTRAL] And I, I only
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] No, it's not that either. Um.
[CUSTOMER][NEGATIVE] Because that's our fax number it shouldn't be that.
[AGENT][NEUTRAL] I've got the fax number. Um, yeah, that's right, what I have for the fax number. So is, is [PII] available because it looks like she was the only one that was um on the policy as a group admin.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah it's a it's a he, but he I mean he is available. I was just talking to him.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Um, do you want me to have him call you directly?
[AGENT][NEUTRAL] Yeah if he can give us a call back the number you just called, and then we can walk him because he's gonna have to verify information and then he's gonna need to since he's the admin he's gonna have to set it up and then add users.
[AGENT][NEUTRAL] He's the only one, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was the number that you had down the was it [PII]?
[AGENT][NEUTRAL] No, I don't have that one.
[CUSTOMER][NEUTRAL] You have that phone number either? Hmm, I'm not sure exactly what phone number would be then I will um.
[CUSTOMER][NEUTRAL] Just tell him
[CUSTOMER][NEUTRAL] To call so that we can get that set up if there's any way I don't know I'll talk to him about it too but um about changing it over or I guess yeah if you can just add me as a user on it that's fine um.
[CUSTOMER][NEGATIVE] But he doesn't even get in here anymore it's just me so I'll I'll just let him figure out what he wants to do with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] OK, thanks for calling APS