AccountId: 011433970860
ContactId: cd590453-a494-446b-a529-55de00d14b98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425079 ms
Total Talk Time (AGENT): 123886 ms
Total Talk Time (CUSTOMER): 162649 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/cd590453-a494-446b-a529-55de00d14b98_20250623T17:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling this speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yes, um, I'm having a difficulty setting up my online account and this would be the 4th time I've called and I'm not looking for help with that, but I would like my invoice since I can't access it online.
[AGENT][NEUTRAL] Are you calling from a group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that group number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Hold on one second 4.
[CUSTOMER][NEUTRAL] 5488.
[CUSTOMER][NEGATIVE] I feel like that's not enough numbers hold on.
[CUSTOMER][NEUTRAL] I get you
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 25598.
[AGENT][NEUTRAL] 25598. OK, give me one moment.
[AGENT][NEUTRAL] OK and the name of the group?
[CUSTOMER][NEUTRAL] Advanced concrete systems.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify the group mailing address, your email address and the phone number, please.
[CUSTOMER][NEUTRAL] Mailing address is [PII]. Email [PII]. What else did you want?
[AGENT][NEUTRAL] Uh, phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you're wanting a copy of the invoice. Give me one moment.
[CUSTOMER][NEUTRAL] And also I'm I'm thinking before you changed your platform I signed up for um.
[CUSTOMER][NEUTRAL] Oh, I signed up for electronic bills, uh, but I need to change that because I can't access the account any longer.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, to change the, um, change to paper billing, you have to send an email to our care team requesting that so they can send it to the appropriate department to change it.
[CUSTOMER][NEUTRAL] OK, what's the email address that that needs to go to?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you need the June invoice in January or just the June?
[CUSTOMER][NEGATIVE] I, I mean I paid my June. I just don't I don't know how I'm gonna access my July.
[AGENT][NEUTRAL] Oh, I can send it to you, uh, since you're not able to set on OSO uh OSC. Did someone contact you as far as to try to set up on the online service center?
[CUSTOMER][NEUTRAL] I've been, I, I have been on the phone with you guys at least 3 times regarding it and I've.
[CUSTOMER][NEGATIVE] Done everything and it doesn't work.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You know, I've been like clear your cash, you know, you know, shut down and restart, clear your history. I mean, don't fill in all the, don't fill in all, just fill in what you have to. I've heard it all. Your system doesn't work. It's not, it just doesn't, something is wrong.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I would love to set up my online account. I would prefer.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I think there was a ticket put in with your IT and you know nothing has happened.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Well, I just put in your group information and it went to the next step. So I'm assuming hopefully they fixed it if you want to try it again.
[CUSTOMER][NEUTRAL] Well, OK.
[AGENT][NEUTRAL] I'm just saying if you wanna try again because I was able to put in the information and it went to the next step so I'm assuming maybe they corrected it or fixed it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, so I'm there right now. Go to group. I'm only gonna put in the group number 25598 and I'm gonna put my email [PII].
[CUSTOMER][NEGATIVE] No, I get an error. No user was found with the information that was entered.
[CUSTOMER][NEUTRAL] And that's what's been going on for.
[CUSTOMER][NEUTRAL] I don't know, 2 weeks.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I've even gone to a different computer because they, they insisted it was my, you know, my cash cache here my browser history and all this crap, it's not, it's on your end.
[AGENT][NEUTRAL] Well, I can send over another request um because like I said I just I had put in the information that came through so I'm not understanding but um as far as the invoice, do you want me to email it to you?
[CUSTOMER][NEGATIVE] I'm not understanding either.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, I'll email that July invoice to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm so sorry you're having issues on the online service center.
[CUSTOMER][NEUTRAL] It, yeah.
[CUSTOMER][POSITIVE] Yeah, I had no problem before you changed your platform.
[AGENT][NEUTRAL] Yeah, I wish I hadn't changed it either, but.
[AGENT][NEUTRAL] It's changed, but um I'll send a request for um well I'll send a request. I'll email that invoice to you in a few moments.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye.