AccountId: 011433970860
ContactId: d04989b8-f65e-45c9-867c-a4d8c427fe83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 677739 ms
Total Talk Time (AGENT): 199458 ms
Total Talk Time (CUSTOMER): 225965 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d04989b8-f65e-45c9-867c-a4d8c427fe83_20250620T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good evening. Um, good afternoon. I'm calling from Pure Life [PII]. We have a group plan and I had online access and for whatever reason, the access is no more.
[AGENT][NEUTRAL] Yes ma'am, we've launched a new website, a new online service center, and it requires for you to re-register. Have you tried to do that yet?
[CUSTOMER][NEGATIVE] I've tried to do it. It it asks for the information I put it in and it tells me that the information entered is, is not correct.
[AGENT][NEUTRAL] OK, let me look it up for you. What is your group number?
[CUSTOMER][NEUTRAL] 21131
[AGENT][NEUTRAL] All right. And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], could you give me, so I can make sure I have the right account pulled up, could you give me the physical address and phone number?
[CUSTOMER][NEUTRAL] The address is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and the number is [PII].
[AGENT][NEUTRAL] Um, so I guess I, I'm not sure. You said the group number was 21131?
[CUSTOMER][NEUTRAL] There is a, it might have a.
[CUSTOMER][NEUTRAL] No, I was gonna say it might have a different billing um address, mailing address. I'm sorry.
[AGENT][NEUTRAL] Alright, what's that address that it might be different.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am, um, and a good phone number that would start with [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, great. I have all that. Thank you, you confused me for a minute there. I was like, oh, those two states are clearly across the country from each other.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because that's the actual location and the [PII] is the corporate office.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] And is that a good phone number to call you back at if we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so when you were entering in the information for the new uh account, which address were you enter or what uh phone number and email address were you entering?
[CUSTOMER][NEUTRAL] I entered my email address, but I entered the [PII] information.
[AGENT][NEUTRAL] So that's probably what it is, so try and do it again but only fill in the required uh fields, the ones that have the asterisk, don't put any any extra information in there for some reason that's been giving people issues, but um it's gonna be all that information that you just gave me for the [PII] address.
[CUSTOMER][NEUTRAL] OK, hold on, let me see if I can get it done.
[CUSTOMER][NEUTRAL] OK, so back.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] And then it's create an online account and it's a group, correct?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Group and next.
[CUSTOMER][NEUTRAL] Uh, what's my group number again?
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] 21131
[CUSTOMER][NEGATIVE] Still gives an error message.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] I'm gonna give it a try.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right, let me.
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] Oh, it says you're already active.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Try just logging in.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To to the site instead of creating a new account.
[CUSTOMER][NEUTRAL] Let me make sure I'm doing it properly.
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] So I log in with my email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know what, let me say I forgot password because it's not recognizing.
[CUSTOMER][NEUTRAL] The email address and the password that I have.
[AGENT][NEUTRAL] OK, well, yeah, that might be it then.
[CUSTOMER][NEUTRAL] I'm just waiting on a verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I already said send verification and it did.
[AGENT][NEUTRAL] Is it asking for another one or?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me see I can.
[CUSTOMER][NEUTRAL] It says verify code or maybe it's, it says verify code I hit verify code maybe I should have hit continue.
[AGENT][NEUTRAL] Right, hit the verify code before putting in anything else in those fields. I'm not sure why they offer up those fields when you shouldn't fill them in yet.
[CUSTOMER][NEUTRAL] Yeah, but if I hit verify code, hold on.
[CUSTOMER][NEUTRAL] That's when it sends me back to get a second code.
[AGENT][NEUTRAL] Oi.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me, let me try this last one.
[CUSTOMER][NEUTRAL] [PII]. And that's verify code.
[CUSTOMER][NEUTRAL] And then I say,
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] OK, now it's giving me a new password. OK, I think I got it from here.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] So, are you on there now?
[CUSTOMER][NEUTRAL] No, I'm not yet. I'm gonna change my password, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just wanna make sure you get on there before we get off the phone.
[CUSTOMER][NEUTRAL] OK, alright, give me one sec to do the password.
[CUSTOMER][NEUTRAL] OK, so go back here and your password.
[CUSTOMER][NEGATIVE] A password entry field does not match.
[CUSTOMER][POSITIVE] You're gonna give me a chance to finish it.
[CUSTOMER][NEUTRAL] It's processing.
[AGENT][POSITIVE] Oh, good.
[AGENT][MIXED] It's crazy. The steps are all so easy, but they're so confusing at the same time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, dashboard.
[CUSTOMER][NEUTRAL] OK, I think I um.
[CUSTOMER][NEUTRAL] OK, my.
[AGENT][NEUTRAL] You're able to get onto your dashboard?
[CUSTOMER][NEUTRAL] I'm able to get on to the dashboard, yes, but.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] OK, let me see resources. I'm trying to find invoices.
[AGENT][NEUTRAL] So you go to your my group on the left hand side and when you go there on that screen you'll see a tab that says invoicing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll be able to see your invoices from there. I'm gonna go ahead and send you over a user guide so that you have access for future reference on anything you might wanna do on the site.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] But it's generally the same as the old site. It just looks different, so you'll want to make all your adjustments and then then click submit at the top and just go through the process of making the payment after you hit submit.
[CUSTOMER][NEUTRAL] OK dokey, OK.
[CUSTOMER][NEUTRAL] So I think it already it already generated an invoice.
[CUSTOMER][NEUTRAL] For 6:10.
[AGENT][NEUTRAL] Right, I don't see any that are open at this time for you guys.
[AGENT][NEUTRAL] Looks like they they've all been paid.
[CUSTOMER][NEUTRAL] No, but this one was billed 6:10, so this one hasn't been paid yet.
[CUSTOMER][NEUTRAL] But OK, maybe just.
[AGENT][NEUTRAL] No, I think that maybe it was paid on [PII].
[AGENT][NEUTRAL] Let me go back and look at that.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Because it was billed back in May.
[CUSTOMER][NEUTRAL] Oh, collected 6 got you. OK, so now how do I do an invoice?
[AGENT][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Well you don't have any to pay, but at the top where it says open invoices you would just wanna click on that invoice number and it'll open up the details and if you need to make any adjustments you wanna do it there and then at the top of the page there'll be a button that says submit you don't have that now I don't think because um they're all paid at the moment so um there's no invoices to pay.
[CUSTOMER][NEUTRAL] OK, so the the invoice for July will generate by itself. I don't have to do anything.
[AGENT][NEUTRAL] Oh yes ma'am oh no ma'am, you don't have to do anything but you should receive notification that it's available. I believe they're supposed to generate this weekend so it should be available Monday and you should receive an email letting you know that it is available.
[CUSTOMER][POSITIVE] OK, perfect. OK.
[CUSTOMER][POSITIVE] OK, got you. Thank you so much.
[AGENT][POSITIVE] No problem. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well you have a great weekend. Thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thanks. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.