AccountId: 011433970860
ContactId: d478b7f3-fa64-4574-8b1a-1dc25fc4d66f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1373849 ms
Total Talk Time (AGENT): 308871 ms
Total Talk Time (CUSTOMER): 1016141 ms
Interruptions: 14
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d478b7f3-fa64-4574-8b1a-1dc25fc4d66f_20250613T19:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey there [PII]. um, I'm trying to pay an invoice and I'm locked out of my account because it appears you guys did a change so now my credentials no longer work. They have been the same for over a year and um when I request a password change, it's not coming through. Nothing's I don't get like anything, nothing's coming through and I can't access the account, so I need help please.
[AGENT][POSITIVE] So you haven't been locked out. We've just, since we've launched our new online service center, you just have to register for a new account. It's super easy. All you have to do is, um, get the go through the process again.
[CUSTOMER][NEUTRAL] Oh, I have to register for a hotel?
[AGENT][NEUTRAL] Yes ma'am, it's just because we changed it up a little bit you'll no longer need that user ID you'll only have to have your email address.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So, um, I'm, I'm there and, and, and it's telling me which role best describes you. It's a group. I put up the group number and all that the role and then I could just go in basically, but you know what, then I, then I have you on the phone. Let me make sure that I.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You can while we're on the phone, yeah.
[CUSTOMER][NEUTRAL] I mean 17506 is the group number.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 331-83305.
[CUSTOMER][NEUTRAL] 279656
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] A wrong email.
[AGENT][NEUTRAL] Yes ma'am, it's gonna have to be the one that we have on file um let's see what's the group number?
[CUSTOMER][NEGATIVE] I don't even understand how you have that. I, I like this has to be like over 20 years old because the email address that's there doesn't is a person that hasn't been here in forever, and I'm the one that's been using this for the last 10 years, so I don't understand how that email address ended up there, but you know it happens when the system changes, I guess. I don't know. I, I, you never know what happens in the system. OK, let's see, uh oh.
[AGENT][NEGATIVE] Oh dear.
[CUSTOMER][NEUTRAL] OK. Um, wait, OK, let's try it again.
[AGENT][NEUTRAL] What's your group number?
[CUSTOMER][NEUTRAL] Well, that's it.
[CUSTOMER][NEGATIVE] Um, it's not coming up. It's telling me that it's not, it's 17506 Archimedan Academy, and it's literally telling me that it's a wrong number. No user was found with the information that was entered.
[AGENT][NEUTRAL] And I'm so sorry, what was your name? I never caught it.
[CUSTOMER][NEUTRAL] 175
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, Mr. [PII], and just to make sure I have the right account up, could you give me the physical location and phone number of the group?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's um [PII], and the phone number you would think that I would know it by heart, but I do not. So our comedian, I'm sorry, um, it's uh [PII].
[AGENT][NEUTRAL] Well, you don't call yourself.
[AGENT][NEUTRAL] OK, yeah, I have all of that there. So it looks like.
[CUSTOMER][NEUTRAL] I work remotely, so that's why I don't know the numbers.
[AGENT][NEUTRAL] Oh no, I totally understand that. I work remote as well. Um, it looks like I have your your name [PII] at the company name.
[AGENT][NEUTRAL] Uh, [PII] org.
[CUSTOMER][NEUTRAL] Uh-huh, that's my email.
[CUSTOMER][NEUTRAL] But yeah, that's me.
[AGENT][NEUTRAL] Mm, and that's the information you're entering in?
[CUSTOMER][NEUTRAL] Uh, it is
[CUSTOMER][NEUTRAL] Yes, [PII], but the thing is it's telling me that the group number is incorrect and my group number according to the bill, which I have in front of me is 17506 and when I go ahead.
[AGENT][NEUTRAL] Oh yeah, that's it.
[CUSTOMER][NEGATIVE] And I put, I put the group number, the zip code, the phone number, the city, my email on record, right? [PII]. Let me see, spelled correctlydian.org. Yes, it's spelled correctly. And then when I click next it says um it's a big red X and it says error. No user was found with the information that was entered. Please try again if this error persists contact contact customer service. oh my tongue is stuck, um.
[AGENT][NEUTRAL] So I found before for whatever reason in [PII], what's your zip code? Sometimes the number is.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Oh that's what we have.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] It should be picking you up.
[AGENT][NEUTRAL] And it is [PII], right?
[CUSTOMER][NEUTRAL] Yes, it should, but that's the story of my life.
[CUSTOMER][NEUTRAL] Yes, [PII] let's spell our comedian to make sure that we've got it correctly. [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's what I have.
[CUSTOMER][NEUTRAL] Yeah, that's what I thought too. I, that's it's not liking me today for some.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Oy, um.
[CUSTOMER][NEUTRAL] Hold on a second. Wait, hold on a second, hold on a second. Something dumb just happened.
[CUSTOMER][NEUTRAL] Hang on, well, I typed in the number and apparently the last four digits aren't there, so I put them in again. Hold on a second. That's what it was. Oh yay, OK, OK, so verification email is necessary. Where, where am I in this, in this lockdown? OK, uh, uh, my favorite part is picking a password, um, you know, you know, uh.
[AGENT][POSITIVE] Yay!
[AGENT][NEGATIVE] It is the worst, isn't it?
[CUSTOMER][NEUTRAL] Um, I, I, I don't even know them. I just, I just saved them in the computer and then they just come up because I, I just, I, I can't remember them all.
[AGENT][NEGATIVE] What's worse when you have to change them every 60 or 90 days.
[CUSTOMER][NEUTRAL] OK, let me do that.
[CUSTOMER][NEUTRAL] I don't wanna talk about that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I don't wanna talk about that. OK, just let's not, let's not go there, man. That's the kind of worm no one wants to open.
[AGENT][NEUTRAL] You're my kind of people.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] I want you to have the same password.
[AGENT][NEUTRAL] Yeah, then they don't want to have the same password for different accounts, so you have to have 10 different ones at a time.
[CUSTOMER][NEUTRAL] Well, wait, wait.
[CUSTOMER][NEUTRAL] Uh, wait, the oh, yes, the, the pass now. See, this happens to me all the time. The passwords don't match because I forget what I put in the first box, and then I go to the second box. Wait, hold on. Let me, let, let, don't worry, let me go generic. Let me go generic. Hang on. Let me do the one that we use for all systems when we initially start them. I'm gonna go generic.
[AGENT][NEUTRAL] I'm distracting you. I'm sorry.
[AGENT][POSITIVE] Well, that's a good idea, yeah.
[CUSTOMER][NEUTRAL] Oh, OK, now it says wait, claim not verified email address. Let me look at it again. [PII] and of course I picked the email in the drop down menu that has two A's in my name. Of course I did. OK.
[CUSTOMER][NEUTRAL] Like, could anything else happen?
[CUSTOMER][NEUTRAL] OK, [PII]. OK, that is, that is correct now it says verification code. Let's see if they send it to me. um, oh wait, I did get it, yeah, [PII], it came through [PII]. Let's see [PII].
[AGENT][NEUTRAL] If it's not in your inbox.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Wait, it gets better. Um, what now? It's, I put it in and now it says change email. Why, why does it say change email? Oh wait, let me try it again. No, wait, oh my God, why is this so difficult? I sound like a nut job. claim not verified. I, I, yeah, I, I sound like one of those crazy people that call the help desk and they're a moron. Oh, OK, now it's not the, oh, OK, I see what happened. I see what happened. Hold on a second.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hi, [PII] [PII]. I, I see what happened. They changed the name at the bottom from me to [PII] because the bogus email that I put in from the drop down menu had been associated with it. Wait, let's, let's click continue and see what happens now. OK, still nothing. All right, [PII]
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's correct. [PII] OK. OK, it's correct. Claim not verified and in parentheses email address. Now it's not the password. Now it's the email that it doesn't like it. It doesn't like it. It doesn't like it. Wait, hold on, uh, I, I don't know what to do now because I don't, I, everything looks good. Uh, the password isn't an issue.
[AGENT][NEUTRAL] Oh my word.
[CUSTOMER][NEUTRAL] Um, they did send me the verification code. I entered it and once I entered it, then I got this screen that now says claim not verified email address.
[CUSTOMER][MIXED] And everything looks good. Of course, of course, I would have a problem.
[AGENT][NEUTRAL] It's so weird claim not verified.
[CUSTOMER][NEUTRAL] I don't know what I'm uh let's see.
[CUSTOMER][NEGATIVE] I'm OK. I'm, I'm, I'm gonna, you know what? I'm, I'm going to get out of here because I'm annoyed by that and I'm going to.
[CUSTOMER][NEUTRAL] Open it again and I'm going to.
[CUSTOMER][NEUTRAL] I'm already in there. So,
[CUSTOMER][NEGATIVE] But I didn't finish creating the account. It did and and never let me finish creating the account.
[AGENT][NEUTRAL] I'm looking real quick.
[CUSTOMER][NEUTRAL] I don't know what to do at this point, uh.
[CUSTOMER][NEUTRAL] And, uh, do you know that what are you in in [PII]?
[AGENT][NEUTRAL] Yeah, it still says pending.
[AGENT][NEUTRAL] It still says pending. You gotta get that verification code in there with the email address.
[CUSTOMER][NEUTRAL] I did put the verification code, the one that they sent me, and then it took me, and then they gave me that error message like I literally plugged in the verification code and it was OK.
[CUSTOMER][NEUTRAL] And then it gave me the email address issue. Do you want to change the email address to something else? You can change it to our accounts payable one and it comes to me. Maybe that'll work. I don't know.
[AGENT][NEUTRAL] Um, if I need a paper trail, would you send me an email from your, your personal email?
[AGENT][NEUTRAL] You're [PII].
[CUSTOMER][NEUTRAL] OK, if I send, yes, I can send you an email from my first. What email what's your email address?
[AGENT][NEUTRAL] So it's gonna be my name [PII].
[CUSTOMER][NEUTRAL] I'm sorry you broke up. What was that?
[AGENT][NEUTRAL] No worries, [PII].
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that's gonna be [PII].
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] Do you have an [PII] at the end of your last [PII]ame or just?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] No [PII]
[CUSTOMER][NEUTRAL] With or without the ask? No, OK, OK, uh, [PII] OK.
[AGENT][NEUTRAL] No, I'm sorry, there might be a delay in our call.
[CUSTOMER][NEUTRAL] 000, OK, here you go. OK, um, I'm just gonna put my name in the subject. That's [PII], uh, there we go.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just say something to me along the lines, please change the contact email to this so I have a paper trail.
[CUSTOMER][NEUTRAL] Oh crap, I, I, let, let me, let me, let me do it again because I said send and I didn't sorry. Oh my god, it's such a Friday already. OK, hold on, hold on, hold on. I got yeah I got you. Let me, let me, let me send it. Wait, wait, wait, I got this. Please change my email address that you wait, uh, God, I need to open that bottle of wine.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] As [PII].
[CUSTOMER][POSITIVE] Just wait, hold on and it gets better and.
[AGENT][NEUTRAL] Well, you're closer to [PII] than I am.
[CUSTOMER][NEUTRAL] Well, the thing is that I'm still mentally on vacation because I just got back on Wednesday so I'm like 15 days off.
[AGENT][POSITIVE] Oh nice.
[CUSTOMER][NEUTRAL] Address to accounts pay uh pay a full.
[CUSTOMER][NEUTRAL] At [PII]. OK.
[CUSTOMER][POSITIVE] Uh, thank you.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] You know that once I'm done with you, with this phone call with you, I am done for the day.
[AGENT][NEGATIVE] Oh, I'm a little jealous over that. It's only [PII] your time. Come on.
[CUSTOMER][NEUTRAL] You are letting.
[CUSTOMER][NEUTRAL] Because, well, because I, I, I work 8 to 4, but other than, but I usually start at [PII], so I'm done. I'm done.
[AGENT][POSITIVE] Yeah, if you start at [PII] you're definitely done.
[AGENT][NEUTRAL] I haven't gotten it yet.
[CUSTOMER][NEUTRAL] I mostly do because I get up early and just start.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] If I didn't have to cover the phone, that's what I would do.
[AGENT][NEUTRAL] But I've gotta be available at certain hours so.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEGATIVE] I don't have to cover the phone. I have another call to make, but that's gonna be with, with, with, with the water company with Miami-Dade Water, and, and, and they switched their systems and, and for the last two months I have to call and make the payment on the phone because they cannot figure out why I cannot access the system to pay.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEGATIVE] It is, this is like, this is the 3rd month I have to call it in because obviously it's Dade County, so the systems in Dade County are not what they should be.
[AGENT][NEGATIVE] Not like as big as it is.
[CUSTOMER][NEUTRAL] That's all I'm gonna say.
[CUSTOMER][NEGATIVE] Yeah, I, I don't, like, like I can't, like, I've had, I've called so many times and they cannot figure it out. So now I have to pay by phone, but my problem is that I have 344 water bill accounts because there's 4 buildings and then I have to split the payments and I can't split the payments on the phone, so it's a whole nightmare for me.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I bet.
[CUSTOMER][NEGATIVE] It's a whole nightmare.
[AGENT][NEUTRAL] So I haven't gotten the email.
[CUSTOMER][NEUTRAL] That's why I'm not gonna call them.
[CUSTOMER][NEUTRAL] You haven't gotten the email?
[AGENT][NEUTRAL] No, it's you
[CUSTOMER][POSITIVE] And it has and it hasn't bounced back.
[CUSTOMER][NEGATIVE] That it's wrong. It, it literally.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Did you say oh?
[CUSTOMER][NEUTRAL] Wait, no, no, wait, let's, let, let, let, let me redirect because I forgot the public part. Hold on, I'm sorry. I totally left up the public. Oh, OK. [PII] uh got it. [PII]. OK, here comes [PII] OK, got it.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Wow, I really am exhibiting signs of nut jobness here today.
[AGENT][NEUTRAL] No, you're getting signs of a Friday afternoon ready to leave or get off.
[CUSTOMER][NEGATIVE] This is all this is also very true. You know, it always happens. It has no reflection on you, but it always happens when I say to myself, you know what, let me just take care of this last thing before the, before I finish. And then the last thing becomes something that takes more than 2 minutes like I thought. I literally thought I'd call you to fix it, and I'd hang up, but then I'm the one with the problem.
[CUSTOMER][POSITIVE] Oh my God. 00, OK, cool.
[AGENT][POSITIVE] OK, I think I got it. Yes, I got it, so.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] What on earth, OK.
[AGENT][NEUTRAL] Let me just make note of this.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh wait, this is what you do all day? You talk to people like me?
[AGENT][NEUTRAL] No, not necessarily. Sometimes like right now I'm taking calls just because of our new online service center, but generally it's only when people have issues with their group payments.
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so I got it changed so let's send that process over again using the accounts payable email.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, let's go back to that, uh.
[AGENT][POSITIVE] And I'm truly honestly I'm, I'm interested to see how it how it happens because this will be the first time I've seen someone attempt to do it with two different emails that we have in our system so.
[CUSTOMER][POSITIVE] Awesome, so let's try.
[AGENT][POSITIVE] I'm, I'm interested to see what will happen.
[CUSTOMER][NEGATIVE] All right, group number 17506. The fact that I remember that is quite scary to me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I also remember the phone number. That's also a new one.
[AGENT][NEUTRAL] Well, when you say it enough and you know, repetition, then you tend to remember at least short term.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, the thing is that I never do because nobody ever contacts me anyway other than email or my actual personal phone through text. So I never really give off the number and I don't have a reason to remember it, except when somebody like, you know, in a help desk asks me for it and then I'm like, oh, I don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, accounts payable [PII]. OK, that's uh, that's me, and then [PII], uh, let's see next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Complete your account set up, continue and then my email address let me put it in here and not do the drop down menu like the last time.
[CUSTOMER][NEUTRAL] OK, new password. freaking fact the password. Uh oh, I know [PII] the generic password.
[CUSTOMER][NEGATIVE] Right, the plaining are from me the.
[CUSTOMER][NEGATIVE] Again it says email not verified.
[CUSTOMER][NEUTRAL] Same error message. It said, and, and I uh this is what I typed, Follow me. um [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, that's it.
[AGENT][NEUTRAL] Mm, I just wonder if that has something to do with the, the, the change that I just made. I don't know.
[CUSTOMER][NEUTRAL] Hold on a second. Wait, hang on a second. Hold on. Did I wait?
[CUSTOMER][NEUTRAL] Yeah, no, when I click send verification code, it says claim not verified.
[AGENT][NEUTRAL] I wonder why is this claim not verified.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't know, and, and I did let me look at the invoice again 17506. Yes, I put the correct group um the correct group number and that's and and the error message is, is, is, it's just in red and it says claim not verified and then and then in brackets in brackets it says email address.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] What's the phone number?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like if the email address is wrong.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's what I'm a little worried about because we just changed that address and I wonder if that has anything to do with it.
[AGENT][NEUTRAL] Because now I see that you have 2 pending logins.
[CUSTOMER][NEUTRAL] OK, well, maybe, maybe.
[CUSTOMER][NEUTRAL] Maybe, maybe we should give it a minute like until Monday and then try again because maybe the system is updating the address you think but in the meantime, can you take my payment? Can somebody take my payment?
[AGENT][NEUTRAL] I can if you can give it to me via card. I can't take a payment other than a card.
[CUSTOMER][NEUTRAL] Oh no, no, I can't, I can't do it via card. I have to do it via ACH, so I would have to give bank, so, um, so, uh, and then now it's I, I, I, I, I just, I don't know what to do. Should I call you on Monday and see if it resets itself by then?
[AGENT][NEUTRAL] And sorry.
[AGENT][NEUTRAL] Yeah, it, I would maybe give it another try Monday and then if you still can't get in then yeah definitely give us a call, um, and if we're still having issues at that point you might have to set up the ACH through the bank instead of through us.
[CUSTOMER][NEUTRAL] OK. Um
[CUSTOMER][NEUTRAL] No, no, no, if I, if, if on Monday we still have an issue, I'll just tell um my, my CEO to call and pay with the credit card.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] And take care of it until we can fix until we can fix the issue so I just don't have access to the credit card because you know I'm the bookkeeper, so I shouldn't but um on Monday if I can't get in I'm gonna give you guys a call and if we can't fix it I will have him call in and make the payment.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yeah that sounds good so don't forget it's gonna be the accounts payable email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, yes, yes, I, I, I, I, I, the wine will not make me forget.
[CUSTOMER][NEGATIVE] I won't, I won't, I know, you know what it is? OK, no, here's the thing that that I literally flaked like for like a couple of months because there was a problem with my email and then I wasn't getting, you know, the invoices from you guys and, and I gotta tell you I, I have a campus with 4 buildings. I have 199 employees and it's just me so.
[CUSTOMER][NEGATIVE] I forgot. I literally forgot to pay you guys cause I didn't get your invoices. So then, so then I remember and I go to, and, and I go to pay, and at the same time that I go to pay because I'm like, hey, I haven't gotten an invoice from APL. That's so weird. And then I happened to be in [PII], because I'm not, I don't live in [PII] anymore, and I pick up mail, and in the mail, not in, you know, in the physical mail, there's a cancellation notice.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEGATIVE] So I lose my crap, right? And I'm like, oh my God. So I, you know, I, I immediately I went in and, and I made the payment, like all, all three payments, right? But then my broker tells me they say to let you know that if it happens again, they're gonna cancel. So because of that, now every month I make sure that I pay it and I just got back from vacation on Wednesday and I'm like, shit, I gotta pay a payout. And here I am. Oh, so, so that's why I'm kind of freaking out. I'm like.
[AGENT][POSITIVE] Well, with the issues that we're having, it's don't, yeah, don't worry about it. I've got uh a note on the account, you know, to let you know, saying that you're unable to create the new account on the new OC so don't, don't have, don't worry about that. Don't stress.
[CUSTOMER][NEUTRAL] Yeah, I'm
[CUSTOMER][NEUTRAL] OK, so don't, OK, so don't worry. Monday, Monday morning I'll give you guys a call and if we can settle it, then I'll have him call and, and issue the payment and then we'll figure it out just like I gotta figure out the Miami-Dade water sewer situation.
[CUSTOMER][POSITIVE] It's just, you know, it's like a comedy of very good.
[AGENT][NEUTRAL] I'm sorry, we're another thing for you to have to remember.
[CUSTOMER][NEGATIVE] Well, but wait, no, you're not the only one this morning I had another problem with another system because everybody wants you to pay everything on their website. So today I was doing with somebody else and I had the same issue so I was on the phone for an hour with somebody else, so it seems to be a technological issue across the board with every vendor.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, yeah.
[CUSTOMER][POSITIVE] So I have to, I have to, you know, I have to like roll with it because what am I gonna do? It's a system issue. OK doke. I think we're good, right? Fortunate, yeah, I think we're good.
[AGENT][POSITIVE] Yeah, I think we're good for now. Enjoy that wine and have a lovely weekend.
[CUSTOMER][NEUTRAL] All right, uh, you know.
[CUSTOMER][NEUTRAL] Well, actually I'm not. I'm gonna call my boss right now and tell him, hey, you're up on Monday and you have, you might have to pay with a credit card. I'm gonna call him and tell him that so it doesn't disappear on me on Monday.
[CUSTOMER][POSITIVE] All right. I am gonna open that bottle though and have yourself an amazing weekend and thank you so much for your help, [PII]. I appreciate you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am thank you so much. Thanks for calling APL we'll talk with you Monday.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] OK, bye.