AccountId: 011433970860
ContactId: cd8e61dd-8ecb-4c12-aa1b-52ea9230ac36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413869 ms
Total Talk Time (AGENT): 85818 ms
Total Talk Time (CUSTOMER): 134108 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/cd8e61dd-8ecb-4c12-aa1b-52ea9230ac36_20250616T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Which website do I have to go to make my uh billing payment?
[AGENT][NEUTRAL] secured. [PII].
[CUSTOMER][NEUTRAL] Secure, I'm sorry, oh [PII]. I got it here. OK, I log in into that and I don't see.
[CUSTOMER][NEUTRAL] Can you help me out to get my user ID I guess uh and password so I could make that payment?
[AGENT][NEUTRAL] I sure can. uh, what's your group number?
[CUSTOMER][NEUTRAL] Group number is 80122.
[AGENT][NEUTRAL] Floor consulting group.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the contact name that we should have on file?
[CUSTOMER][NEUTRAL] Should be [PII] last name [PII]
[AGENT][NEUTRAL] All right. And, uh, am I speaking with Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All righty, Mr. [PII], can you verify the phone number we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, and is that the good is that a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All righty, perfect. Um, so, Mr. [PII], what you'll do is you'll put in your email address and if you don't remember your password, you can just, uh, click on, um, forgot password.
[CUSTOMER][POSITIVE] OK, let me get back in the page. So it is secure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][NEUTRAL] Yes, sir, secured with the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], right, and then [PII]. All right, my email.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And forgot password let's say.
[CUSTOMER][NEUTRAL] Sending me a code, allegedly.
[CUSTOMER][POSITIVE] Thank you for helping me out here.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I get it like in a loop now it's sending me another verification code.
[AGENT][NEUTRAL] For you to log in.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, when I told him I, I needed to reset password.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I'm in a loop. Oh no, no, no, let me see, let me see. I'm sorry. There we go.
[CUSTOMER][NEUTRAL] OK, so it says welcome to the online center. I have a dashboard here.
[CUSTOMER][NEUTRAL] What do I go to pay?
[AGENT][NEUTRAL] OK, you'll click on um my groups and then you'll click on invoicing.
[CUSTOMER][NEUTRAL] My group, and
[CUSTOMER][NEUTRAL] Invoicing, OK.
[CUSTOMER][NEUTRAL] It says due to the scheduled maintenance, the ability to download invoices is unavailable at this time.
[AGENT][NEUTRAL] That's fine. You can still, um, you can still pay the invoice.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right, I see the invoice. Anyways.
[AGENT][NEUTRAL] Click on the invoice number.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Unable to find, uh, looking for error persists, please contact customer number [PII] option 4.
[CUSTOMER][NEUTRAL] That's the message I get.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, click back and uh click on the invoice number again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Action required after reviewing, please submit the invoice to complete the process. Submit invoice.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was paying with credit card. Can I still pay with credit card?
[AGENT][NEUTRAL] Uh, no, with the online service center it's only an ACH, so it's with the routing card or routing number and bank bank account number.
[CUSTOMER][NEUTRAL] OK, got it. So, well, then I got it from here. I just need to input the information from the bank and then payment will go through, I guess.
[AGENT][NEUTRAL] Yes, sir, and it'll automatically save your bank information.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Fantastic. Thank you very much for your help.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, ma'am, we're good. Thank you.
[AGENT][POSITIVE] Alrighty. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye.