AccountId: 011433970860
ContactId: d393e879-be1b-43de-8f54-ae9a5bcdcc4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 597919 ms
Total Talk Time (AGENT): 213897 ms
Total Talk Time (CUSTOMER): 223648 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d393e879-be1b-43de-8f54-ae9a5bcdcc4e_20250602T19:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh hi, I have a question. I was just going in to open my bill, um, and it, it looks the screen looks different now this one, and when I click log in, it wants me to log in with my email address. Well, previously I always had a user ID and password, not and I didn't log in with my email address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So when I go to put in my email address, the password that I used before, it tells me that it can't find me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh OK, OK, got you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the last name is [PII], and my call back is [PII].
[AGENT][NEUTRAL] OK. And do you have a group number for me?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Hold on one second
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] number
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Group number is 25732.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] There's also a master number?
[AGENT][NEUTRAL] It's OK. Um, let me have the name of the group.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] The group is G2 Revolution LLC, but we're under.
[CUSTOMER][NEUTRAL] Watterson Brands.
[CUSTOMER][NEUTRAL] Because we're some
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] That's good. Thank you, Ms. [PII]. And I just need to verify the mailing address on file and the email address on file.
[CUSTOMER][NEUTRAL] OK, uh, the mailing address is [PII].
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. OK, Ms. [PII], yeah, we changed the uh online service center. They went ahead and just created a new one. So, um, everybody needs to register again. OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, so, uh, once, once you register again, the username is gonna be the email address and then it's just gonna be the password, but it has to be registered again.
[CUSTOMER][NEUTRAL] Oh right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't recall seeing anything about that.
[AGENT][NEUTRAL] Mm, we did send an email. I'm not sure if you got it recently, but we did send an email indicating that it was gonna change. I believe it was probably last week when we send it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So everybody that was listed on the old one needs to be listed again or if you make any changes you just list the ones that you want to list on this new one.
[CUSTOMER][NEUTRAL] Yeah, I didn't see anything come through last week. The only thing I got was a notification that your your bill's available.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I'm not sure why, why you didn't get it. Um.
[AGENT][NEUTRAL] Yeah, it just needs to be created again.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] And I didn't want to just automatically do that because I was like, well, is that gonna mess everything up I was just like, OK.
[AGENT][POSITIVE] Yeah, I understand. Yeah, it is, yeah. It's work.
[CUSTOMER][NEGATIVE] Yeah, cause I have another problem. I won't be able to pay my bill.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I know, and we have had a lot of calls today because they are like yeah like oh what happened?
[AGENT][POSITIVE] Well, yeah, um, yeah, I'm not really sure why you didn't get that email. I'm so sorry for that. I do apologize for that.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] OK, I did put in the group number the 25732.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Our company zip code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The company phone, the main phone number like Zurich, my email address.
[CUSTOMER][NEGATIVE] And the state and then when I hit next it says error no user was found with this information that was entered please try again.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm, OK, so uh for the email you're using [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, for the, um, address, you using [PII] is the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 60, yeah, [PII] uh-huh.
[CUSTOMER][NEUTRAL] Cities like [PII] and the state of [PII].
[CUSTOMER][NEUTRAL] And the phone number is our main number is [PII].
[AGENT][NEUTRAL] Mm, and you said it's not.
[AGENT][NEUTRAL] OK, the one we have is the [PII].
[CUSTOMER][NEUTRAL] Oh, alright.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't know whose number that is.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] That's not good.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, I don't know what. I don't know that might have been, uh, Waters and Brand's main number because we're owned by so like there's actually like a master number.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And then there's a group number so we're, we're a division like of Water and Brands so like Watterson Brands LLC.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Kind of owns the policy and then there's divisions underneath so that's probably like the groups created underneath.
[AGENT][NEUTRAL] Yeah, mhm, yeah, this is just for this group.
[CUSTOMER][NEUTRAL] So that might your phone number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But they don't use that number anymore. They kind of all changed over to their cell phone, so now I try to figure out what the main number was.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So that makes it even
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Mhm. That's the one we have. So if you want just go ahead and use that one just so it matches the information just in case that's the problem that is not recognizing the phone.
[CUSTOMER][POSITIVE] It makes you a little bit more interesting.
[AGENT][NEUTRAL] Um, and then when, once you're in, you can probably make changes, so send us an email to change that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what is that number again that they were using?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, that works.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, right.
[CUSTOMER][NEUTRAL] Verification code.
[CUSTOMER][NEUTRAL] Because then it says
[CUSTOMER][NEUTRAL] Copy it
[CUSTOMER][NEUTRAL] I'm waiting for it to send the verification code.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And they just made the website a little bit friendlier and a little bit more information I guess.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That email, that's fine. OK, so now I just gotta create a new password, OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And then display name. I gotta give it a display name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright, looks like that worked. 00, now it's OK, alright.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Were you able to get in?
[CUSTOMER][NEUTRAL] Alright, uh, yeah, I, I should be able to get it. Uh, it just now makes me log in again and it wants me to do a verification code again, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah. Oh, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] You think you got it for me. You're welcome. Is there anything else I will help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you so much for your help.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] Mm. All right. Well, you have a good afternoon. You're welcome. Thank you. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.