AccountId: 011433970860
ContactId: d379c2fc-b701-42e2-815d-0cfe5c5bd058
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266660 ms
Total Talk Time (AGENT): 129120 ms
Total Talk Time (CUSTOMER): 118715 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d379c2fc-b701-42e2-815d-0cfe5c5bd058_20250602T19:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah and uh I was just talking with another customer rep um who was gonna call me back and then didn't, which is fine but um I'm trying to get on my online account to access um so I can make a payment and it's a little you know it's it's different now I have to provide an email address and a password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But my old one was just a user ID and password, never an email address, so I'm just not able to get on what I'm just not sure what to do. I, I, I tried to verify the email and I got a code and it said you can continue and it's saying it doesn't find an account.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it's not you, um, it's our system of, um, we just released the new, the new online service center on Friday and we are experiencing some glitches. So IT is aware of the login issues, um, but what's your group number just so I can note the policy that you called?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, not a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 261-44.
[AGENT][NEUTRAL] OK, and may I have your name and then just a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII] and the company is called Danzer.
[CUSTOMER][NEUTRAL] And my direct number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, you're trying to make a payment. OK. Well, again, I definitely apologize for this inconvenience, but I thank you for your patience and working with us. And I'm gonna go ahead and note the policy um and send this over to uh they're having us record, um, you know, anything that comes up. So I'm gonna go ahead and send this over to them as well so that they can reach out to you and um help you get that payment made.
[CUSTOMER][NEUTRAL] It's just.
[CUSTOMER][NEUTRAL] So somebody will reach out to me to get the payment made?
[AGENT][NEUTRAL] Well, they're just so they're just having us record all the issues that we come across, um, and that, you know, that you've tried to resolve it and um they're recording if you want a call back or an email. So how they're going to do it after we send out. I'm not sure if it will be IT calling back, but yes, we will be reaching out.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, so just to clarify, there is I can't get on right now um obviously right so there's just a glitch in the system.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, do you have an email address on file for me as well so they can contact me that way if they need to?
[AGENT][NEUTRAL] Um, hold on one moment. I haven't pulled up your group. And you said it was 26144?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And should I just keep trying, you know, every day to see if there's a difference in the log in or.
[AGENT][NEUTRAL] Um, you can, or
[CUSTOMER][NEUTRAL] Or not worry about it until somebody contacts me.
[AGENT][NEUTRAL] Yeah, that's what I was gonna say. It's up to you, whatever you prefer.
[AGENT][NEUTRAL] You can give us a call and we can um try to give you an update, um or you can wait until they reach out. I don't, I don't unfortunately have a turnaround. They're saying 24.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I do remember
[AGENT][NEUTRAL] To 48 for right now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, I understand there's probably a lot of people calling.
[AGENT][NEUTRAL] Um, and
[AGENT][NEUTRAL] Yes, ma'am, um, but that's what we're here for. And what's the best email for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, so I'll go ahead and send this over for you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh, unless there's a different way to pay, um, you know, to do it to, you know, uh, uh, is there like a phone number I can do a call in payment on or?
[AGENT][NEUTRAL] Yes, I was gonna say um I can get a group billing representative for you if you'd like to make it over the phone.
[CUSTOMER][NEUTRAL] Um, uh, yeah, that's fine. Do they take check by phone, do you know?
[AGENT][NEUTRAL] You wanna do that? OK.
[AGENT][NEUTRAL] Um, it's only credit card and debit card, I believe, for the
[AGENT][NEUTRAL] Over the phone payments.
[CUSTOMER][NEUTRAL] OK. We don't, we don't have any cards like that, so, OK, I will just wait.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and I hope you have a good day. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh huh bye.