AccountId: 011433970860
ContactId: d56e6f2e-a5e2-4ff8-8bca-df30fba95bc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1182209 ms
Total Talk Time (AGENT): 288125 ms
Total Talk Time (CUSTOMER): 360744 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d56e6f2e-a5e2-4ff8-8bca-df30fba95bc3_20250610T18:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, um, I called, excuse me, last week, um, on [PII] to, uh, inquire about setting up a, an, uh, OSC, um, login and was instructed to send an email to care team.
[CUSTOMER][NEUTRAL] Um, at AM Public, but I haven't heard anything and I need to print the bills so we can get them paid.
[AGENT][NEUTRAL] OK, um, what's your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Alright, and, uh, [PII], is the number you're calling from the [PII] a good callback number for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the group that you're calling for?
[CUSTOMER][NEUTRAL] Um, well, there's 15 total, um, but I have a master number and then I have at least one group number I could give you, so which one would be better?
[AGENT][NEUTRAL] OK, what's the master group number?
[CUSTOMER][NEUTRAL] 14456 under Gulf Coast.
[AGENT][NEUTRAL] OK, and do you, um, remember who you spoke with um like who would have put the um ticket in for you for IT?
[CUSTOMER][NEUTRAL] No, um.
[AGENT][NEUTRAL] OK. That's OK. Um, I will, uh,
[CUSTOMER][NEUTRAL] I didn't get her name sorry.
[AGENT][NEUTRAL] Yeah, no, that's OK. I can find out, um, and could you uh verify the address that we should have on file please?
[CUSTOMER][NEUTRAL] Uh, yes, it is [PII], excuse me, [PII]. That's the [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] See who may have put this ticket in for you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see if there's one here.
[AGENT][NEUTRAL] Does the name [PII] sound familiar? Do you think that may have been who you spoke to?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is that what you said?
[AGENT][NEUTRAL] Yeah, or maybe be [PII], hold on.
[CUSTOMER][NEUTRAL] I didn't, I didn't catch her name. I do know she was saying that y'all had switched um or redid the online thing and so there was a lot of bugs or whatever, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I do see in the notes where they um.
[AGENT][NEUTRAL] Um, escalated a ticket to a help desk ticket, um, to our IT team.
[AGENT][NEGATIVE] But I don't see any update.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, part of the issue is that the previous, um, person that was handling it retired on the [PII]. And so she told me that, not, not the retired lady, but who I called, said to send an email to care team about switching it to my name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Because my email's in there, but for some reason when I try to to set up the account it's saying my email is not valid.
[AGENT][NEUTRAL] OK. Do you know?
[CUSTOMER][NEUTRAL] And so, I don't know if it has to do with the other girls.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Go ahead, sorry.
[AGENT][NEUTRAL] Oh no, we're fine. I was gonna say, do you mind, um, trying, uh, right now while you have me on the phone just to see if maybe it has been updated just to see if you're able to create an account now.
[CUSTOMER][NEUTRAL] Oh, OK, yeah.
[AGENT][POSITIVE] And we'll have a good one.
[CUSTOMER][POSITIVE] Now when I ask for group number, oh good.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] We'll try for the um the master group yeah.
[CUSTOMER][NEUTRAL] The [PII] semester.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I wonder if, do you have an underscore or anything in your email?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Can you verify exactly what it is, because I think I may see what the issue is.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, because when they entered it they put in a space so I'm gonna edit that and see if maybe that fixes it.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, can you, um, hold on.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, can you try now, um, logging in and let me know, uh, what information you're entering in when they ask you like they it should ask for like your zip code and like a phone number and stuff and I just wanna verify that it's all correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm doing group as the role.
[CUSTOMER][NEUTRAL] Um, and then group number 14456.
[CUSTOMER][NEUTRAL] Uh, zip code [PII].
[CUSTOMER][NEUTRAL] Uh, phone number [PII], uh, city of [PII].
[CUSTOMER][NEUTRAL] Actually, let me make sure that the yeah that was one and then my email [PII].
[CUSTOMER][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] There it goes, it just complete your account set up.
[AGENT][NEUTRAL] OK, do you want me to stay on the line to make sure you can get all the way logged in?
[CUSTOMER][POSITIVE] Uh, I think you're right.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sending me your code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think it's set up it it booted me back to the login so let me try to get.
[AGENT][NEUTRAL] Yeah, I just wanna make sure you're able to get logged in and everything before we close the ticket.
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um, it's sending me a verification code again, so if you can hold on one second.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, the only excuse me, I'm sorry, I keep coughing, the only issue I see is that it only opened the group for the main account.
[CUSTOMER][NEUTRAL] The master number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So do you, do you know if this was actua[PII] something we talked about the other day um on whether the email address, if the
[CUSTOMER][NEUTRAL] You can only set up a group based by the email address which wouldn't work because I have 15.
[CUSTOMER][NEUTRAL] That I need to log into?
[CUSTOMER][NEUTRAL] And so I'm wondering we were talking about it whether it was it would be OK to to set them all up on one.
[CUSTOMER][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] If that's it, I mean that because she was signing in like with just a username and then she would do like [PII], [PII] which is her her last name but it wasn't based on your email address.
[AGENT][NEUTRAL] Yeah, um, I do.
[CUSTOMER][NEUTRAL] And so I, it, it logged me into the main account but not I don't have any yet I don't see any others.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Unless I'm missing it.
[AGENT][NEUTRAL] Um, what I'm seeing from, um, our support team is that they're still working on finding a workaround for, um, group admins that have more than one group, um, because right now it's set up to where you would have to have a different email address for each group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so they're still working on that part, uh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So as far as uh let's see.
[AGENT][NEUTRAL] Do you guys usually pay your invoices online or are you do you usually use it to like just to view and print the invoices?
[CUSTOMER][NEUTRAL] We print on in the pay by check.
[AGENT][NEUTRAL] OK, um, has anyone sent you a copy of your invoices?
[CUSTOMER][NEUTRAL] Um, well, I was able before the new thing started to get through.
[CUSTOMER][NEUTRAL] Most of them, but I have 1234 more to print for June.
[AGENT][NEUTRAL] OK, which groups do you still need?
[CUSTOMER][NEUTRAL] I have, I do have quite most of them.
[AGENT][NEUTRAL] OK, which group are you still needing the invoice for, and I'll send those to you while they're working on, um, trying to figure out how you can be able to sign into your other groups.
[CUSTOMER][NEUTRAL] Um, hold on one second.
[CUSTOMER][POSITIVE] I got you. OK, that'll work. um, OK, you ready?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the first one is 14425. It's for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The next one is 18486 for [PII].
[AGENT][NEUTRAL] And do you have a couple more?
[CUSTOMER][NEUTRAL] Yes, 2 more.
[CUSTOMER][NEUTRAL] The next one is Teague, uh 16479 and the name is [PII]
[AGENT][NEUTRAL] And the next one.
[CUSTOMER][NEUTRAL] It is for 16327, which is Wells.
[AGENT][NEUTRAL] And is that all of them?
[CUSTOMER][NEUTRAL] That's all of them.
[AGENT][NEUTRAL] OK, so I have 144251848616479 and 16327.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, all right, I will um get the hard copy of your um invoice that we have scanned into the system and I will um send that over to you as an email, um, and then I have uh reached out to the support team that's working on your, um uh well that's working on your ticket to let them know to follow up with you um as soon as they have any information, uh, that will help you be able to get logged into your other groups, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine um one more question, um, do you show, um.
[CUSTOMER][NEUTRAL] Uh, number
[CUSTOMER][NEUTRAL] 14419
[CUSTOMER][NEUTRAL] Available as well.
[AGENT][NEUTRAL] 14419 uh like do you need the invoice for it?
[CUSTOMER][NEUTRAL] Yes, and the, the reason I'm asking for that one is because we originally called in to get that one,
[CUSTOMER][NEUTRAL] Canceled or I don't know what it's called, because we are not going to be managing that facility anymore. But the, anyway, it big long story, but they, it changed, so we still need to pay for June. And so I just, we did get it reinstated as far as I know, but I wasn't able to get into that one either, but I didn't know if it was this issue or something else. So if you have that one to send as well, that would be great.
[AGENT][NEUTRAL] Yeah, let me make sure that we have 14419.
[AGENT][NEUTRAL] OK, we actually don't have an invoice available for that one. It looks like the last invoice is paid on [PII].
[AGENT][NEUTRAL] Um, and that was for let me see what month.
[CUSTOMER][NEUTRAL] OK, let's say by me.
[AGENT][NEUTRAL] Um, yeah, that was the May invoice.
[CUSTOMER][NEUTRAL] Yeah, that makes sense, the main one because that's the last one we paid.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, OK, um, if you could notate on that one too just so it's in there that we need to get the [PII] as well for that. I don't know if that.
[CUSTOMER][NEUTRAL] Helps, I mean, obviously.
[AGENT][NEUTRAL] So you do, so are you guys wanting to reactivate this group?
[CUSTOMER][NEUTRAL] It wasn't.
[CUSTOMER][NEUTRAL] Yes, but only for June. I know that's kinda.
[CUSTOMER][NEGATIVE] Annoying, but it was supposed to end [PII].
[AGENT][NEUTRAL] OK. Yeah, that.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But, but we reinstated it because they didn't actually the negotiation didn't go, but it is gonna be there at the end of this month of June so we do still have to pay for June.
[AGENT][NEUTRAL] OK, that
[CUSTOMER][NEUTRAL] I just don't want to miss that one because it is due.
[AGENT][NEUTRAL] OK, um, since we don't have an uh an invoice for that since the group was terminated, can you email, um, the care team to let them know the situation with that so they know to reactivate it and we can order an invoice for June, um, since our system didn't generate one since the group was last.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK, yeah, I can do that. I think I already sent one. Let me see, hold on.
[CUSTOMER][NEUTRAL] Cause I know we talked to somebody.
[CUSTOMER][NEUTRAL] Oh, maybe not. OK, never mind. I will send an email to them and just have them reactivate it and that to give me a June invoice, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] Uh, that's it. Can I get your name? that way um I can kinda watch out for your email.
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Yeah, my name's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so thank you.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] No problem. You have a great day. It was a pleasure assisting you.
[CUSTOMER][POSITIVE] You too thank you.