AccountId: 011433970860
ContactId: d728a3c4-f1a5-4d86-a998-84350473fd05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1068670 ms
Total Talk Time (AGENT): 328874 ms
Total Talk Time (CUSTOMER): 546953 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d728a3c4-f1a5-4d86-a998-84350473fd05_20250609T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team. Uh, I have a group on the line she's having uh.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] A hard time logging into her OSC account. We created her account and everything, but she's having trouble logging in for the first time, um, but she was wanting to go ahead and pay their bill online, or I'm sorry, over the phone, um, and I was wondering if you could do that for her.
[AGENT][POSITIVE] Yes ma'am, it with a card I can do that. Yes ma'am. Let's do my.
[CUSTOMER][NEUTRAL] OK, and it's group number.
[AGENT][NEUTRAL] Just walking into the fiber.
[AGENT][NEUTRAL] What's that number?
[CUSTOMER][NEUTRAL] 256-91 and it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The ENA.
[AGENT][NEUTRAL] Oh, [PII], OK.
[CUSTOMER][NEUTRAL] [PII], [PII], yeah.
[AGENT][NEUTRAL] Let me just log into the site real quick.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I apologize, it's
[AGENT][NEUTRAL] On Monday
[CUSTOMER][NEUTRAL] Our computers always take a Monday off, I feel like.
[AGENT][NEUTRAL] Well this time it's my hands, not so much the computer.
[CUSTOMER][NEGATIVE] Me, so my brain, yeah, cause I've been like typing things wrong all day and I'm like oh my fingers just too fat for the key. I'm so confused like why is it this bad?
[AGENT][NEUTRAL] Did she by chance give you the invoice number?
[CUSTOMER][NEUTRAL] Uh, no, she did not because the initial issue was the OSC account.
[AGENT][NEUTRAL] OK, and do you have a call back number?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][POSITIVE] Alright, I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] OK, and your name is [PII], correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and introduce you to.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Hi [PII], I have [PII] on the line from group billing and she'll be able to take your payment, OK? OK, great, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi [PII], like you said, this is [PII] in group billing. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing well so I can definitely take a payment by card over the phone, but I wanted to see if maybe we could walk through what's going on with you in the online service center because I would like for you to be able to do that in the future if you are having any issues.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me get to.
[CUSTOMER][NEUTRAL] American public, so I'm going to my email that y'all sent me saying in the invoice notice, OK.
[CUSTOMER][NEUTRAL] So on there it says for easy access click here. I click here.
[CUSTOMER][NEUTRAL] And then it takes me to the welcome to the online service center.
[CUSTOMER][NEUTRAL] Um, and I forgot the lady's name I just spoke with, but she told me I needed to create a new account, so I did that already.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Now I just go to regular log in correct?
[AGENT][NEUTRAL] Yes ma'am and you'll use your email address that you uh created the account with.
[CUSTOMER][NEUTRAL] OK, so D2D and my password.
[CUSTOMER][NEUTRAL] OK, sign in.
[CUSTOMER][NEUTRAL] So then the next screen that comes up it says user details and it says um verification is needed click send button to get the verification code so I did that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] I went back to my emails to retrieve the code.
[CUSTOMER][NEUTRAL] Which I didn't get yet so.
[AGENT][NEUTRAL] So it's gonna, you received a second email with the second code?
[CUSTOMER][NEUTRAL] A second.
[CUSTOMER][NEUTRAL] Um, well, that screen doesn't give me the code. It says I have to send the code to my email, so I'm waiting for the email to come through to my email.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I just, I had someone previously think they just entered the same code twice so I just wanna make sure you knew that there would be a new email.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII], are you busy? [PII] needs me to call LA mail. I try to do this online. It's a special order, but he wants to know how long is it gonna be before we, we get this again.
[CUSTOMER][NEGATIVE] Um, but if I can, I'll just wait to, no, he needs another door for this order that we've had for 9 months here.
[CUSTOMER][NEUTRAL] But it's a solid core door and it is special order but he wants to know how long the special order is gonna take but yeah, it's um it's a y.
[CUSTOMER][NEUTRAL] The 49 jam.
[CUSTOMER][POSITIVE] You can take this set.
[CUSTOMER][NEUTRAL] I just I'll bring it back it's the left hand unit.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's one on Latina. It's a Cheyenne, but this is the trick. It's a, I just need to know when if we ordered it today, what our lead time would be for us to get it and ask her for the uh cost too. Thank you.
[CUSTOMER][NEUTRAL] I didn't get the code yet.
[AGENT][NEUTRAL] Oh dear, maybe try your, well, did the first one come to your regular email account or regular inbox?
[CUSTOMER][NEUTRAL] Uh huh, yeah, and I clean, I clean.
[AGENT][NEUTRAL] Mm, I was thinking it might go to your junk or spam.
[CUSTOMER][NEUTRAL] I don't have anything in there either.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me go back and try again see now.
[CUSTOMER][NEUTRAL] And so when I, you know, if I minimize the first screen where it said um.
[CUSTOMER][NEGATIVE] Send me the code to my email so I can log in so when I go back there, the log in tab, the blue log in tab just keeps spinning, the little circle keeps spinning.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] But now, like I was able to get a code a few minutes ago, but now I don't have anything it's not in my inbox it's not in my junk.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I did clear all my history a minute ago with the lady I spoke with before you.
[AGENT][NEUTRAL] OK, maybe it's just something with a site at the moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's Monday.
[AGENT][NEGATIVE] It's Monday. That's what I was telling her. I was trying to um get it pulled up to where I could take the payment from you and um my thing I just my hands were not working and I was goodness gracious, I just can't get this right. She said, yeah, sometimes our computers, you know, take the Monday off. I said, well, today it's my hands.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] Well, I was just telling the other [PII]ady that last week we had somebody that had um stolen one of our company checks and so we had we had our account frozen.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And it was a payment we made to somebody and they somehow they retrieved it between here and point B.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And and they changed it from a $328 check to $3,028 check.
[AGENT][NEGATIVE] Oh no
[CUSTOMER][NEUTRAL] So we froze our account. Well, since then, you know, I have a lot of automatic payments. What do you mean?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, um, [PII], excuse me one second, [PII].
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And so we, we had our account frozen for just 2 days, um.
[CUSTOMER][NEGATIVE] Because this would this would have been the 3rd time our accounts got hacked and it's such a a mess. So we said, you know what, if this is just one check and we like, so we watched it for 48 hours to see if we had other checks that were coming through that were like fraud and it looked like it was just this one so we said well we're gonna unfreeze the account instead of having to go back and change every vendor that we do automatic debit through.
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And so when I got this this morning, when I went into this this morning, I'm like, OK, let me go ahead and pay this, and I'm, I'm getting all these things. I'm like, oh my God, please don't tell me this one's already a problem. So, so that's what I thought it was and then the other lady is like, no, we just changed over to a different portal and I'm like, OK, I feel a little bit better, but now I can't.
[AGENT][POSITIVE] Oh no, I'm so sorry.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so just I'm thinking maybe I don't wanna say the new site's glitchy because it's not we've just been working through a few uh issues that we've had and that might be one of them people are trying to load their new account I'm not 100% sure um I can send you, uh, how to set up the new account although you've you've got it, you, you don't need any trouble any help with that, but I'm also gonna send you a user guide for the new site.
[AGENT][NEUTRAL] Um, and how to navigate it and whatnot, but in the meantime I can still take that payment from you by phone, um, just to get that taken care of for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is it the newest open account for June, uh, open, uh, invoice for June 639-0821?
[CUSTOMER][NEUTRAL] 639.
[CUSTOMER][NEUTRAL] [PII] yeah.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Like I don't know if you can see my banking information but because it's all the same.
[AGENT][NEUTRAL] Oh see now on over the phone I wouldn't be able to do um like ACH. I would have to do it by card.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Well, let me ask you this, should I wait maybe a day or two and then I mean my payment's not due till the [PII]. I just like to do things a week earlier, um, should.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] And I can even mark the account that you're having issues and it won't be a trouble even if it took until next week, um, so no worries there but um if that's what you would like to do then yes ma'am, I, I would give it another shot maybe this afternoon and tomorrow morning if it doesn't work this afternoon, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look real quick here because it'll show me.
[AGENT][NEUTRAL] Uh, 256-91 whether or not oh group number.
[AGENT][NEGATIVE] It's pending and I feel like it'll show me pending because you just haven't fully processed the whole um.
[AGENT][NEGATIVE] New account yet well now it's giving me a blue search screen that just keeps spinning.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] OK, there it goes. OK, so actually it's twice down there that's not good. I don't know if that's good or bad.
[CUSTOMER][NEUTRAL] Oh, I just got the code and I.
[AGENT][NEUTRAL] And it might be because I had you do that all over again.
[AGENT][NEUTRAL] Uh, so it does show pending. I think it's just pending with that, um.
[CUSTOMER][NEUTRAL] Uh, OK, so let me.
[AGENT][NEUTRAL] Verification code
[CUSTOMER][NEGATIVE] But see now this code won't be any good for me because I've gotten out of the bill screen so I'm gonna have to go back into the bill screen and say, you know, click it and then it's gonna send me another code.
[AGENT][NEUTRAL] Yeah. Hmm.
[AGENT][NEUTRAL] Tell you what, give it some time to see if you received, OK, sure.
[CUSTOMER][NEUTRAL] Oh let me let me um let me just try it real quick while I have you on the phone. Maybe that little glitch went away and um.
[CUSTOMER][NEUTRAL] OK, so now log in.
[CUSTOMER][NEUTRAL] Email address password.
[CUSTOMER][NEUTRAL] Sign in.
[CUSTOMER][NEUTRAL] Verify account, send email verification or send verification code.
[CUSTOMER][NEUTRAL] Go to my emails.
[CUSTOMER][NEUTRAL] OK, got the code. Let me try.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Back to the original thing, but see when I click to go back to the the screen where it says you're gonna have to enter your verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It doesn't bring me back there.
[CUSTOMER][NEGATIVE] It brings me back to the welcome screen and then the the tab button I mean not the tab the log in button the the long log in tab button, it just keeps spinning.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] The little circle.
[AGENT][NEUTRAL] OK, let me, I'm trying to get all this down real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Let me see if anyone else has had this issue.
[AGENT][NEUTRAL] Oh dear. Here goes my hands again.
[AGENT][NEUTRAL] There we go.
[AGENT][NEUTRAL] Alright, uh, dear, let me, oh, I've got a number, a phone number [PII] just in case I need to give you a call back. I wanna make sure I have OK.
[CUSTOMER][NEUTRAL] Yes, that's me
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my name is [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] And so it's still it it's just it's like it's not frozen, it's spinning but it's not doing anything it just spins, spin, spins.
[AGENT][NEUTRAL] And you don't receive that 2nd number, do you?
[CUSTOMER][NEUTRAL] On the welcome screen.
[CUSTOMER][NEGATIVE] Well, no, because I can't well I can't even key in the code. It doesn't give me that same screen to key in the code. It takes me back to the login screen and so it takes me to the login screen and it's just circling so I can't even click on the log in.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] OK, so you're not even able to put in the first number.
[CUSTOMER][NEUTRAL] No, exactly.
[AGENT][NEUTRAL] The first, OK, after receiving the first code it.
[CUSTOMER][NEUTRAL] But no casing.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] I mean, I told him a unit and then he says, well, I guess it's no casing, and I said, OK, just leave the casing and I'll just note it.
[CUSTOMER][NEUTRAL] Do you have [PII]'s text?
[CUSTOMER][NEUTRAL] Phone number or phone number, can you just tell him it's gonna take 4 to 5 weeks.
[CUSTOMER][NEUTRAL] His, his number is um.
[CUSTOMER][NEUTRAL] [PII]. OK, just text him and said [PII] said 4 to 5 weeks on the solid core unit.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, so they're telling me they haven't heard of that yet this morning, so let me get with my IT department and figure it out. Um, let me refresh this and see if it put up a third pending for you. Let's see, group 25691.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I can always, you know, again try tomorrow, but I mean at this point I think I'm gonna have, well, until something the little gremlin gets out I might have the same issue.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So they may fix it today.
[AGENT][NEUTRAL] One of my other colleagues just said she had the same issue, but
[AGENT][NEUTRAL] when you, you, you started with create a new account, right? That was the very first thing you did.
[CUSTOMER][NEGATIVE] Um, well, originally, no, because I tried to log into my thing and then it kept sending me this thing saying you gotta get your verification code and then it said it didn't recognize my door, um, my email account and so after 1515 times of that I spoke, I called and I spoke with whatever the lady's name I just spoke to before you she's like, OK, we have a new portal you gotta create a new OSC account so I did that.
[AGENT][NEUTRAL] Or were you trying to log in?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she said my email was correct on her side, my account number, my group number was correct, so then after I created the new account.
[CUSTOMER][NEUTRAL] I logged out everything. I cleared all my histories.
[CUSTOMER][NEUTRAL] And I went back in the log in.
[CUSTOMER][NEUTRAL] Went to log in, keyed in my email, it said we're gonna send you a verification code. I go to the email.
[CUSTOMER][NEGATIVE] Get the code, but then I can't go back to that same screen where I would key the code in.
[CUSTOMER][NEUTRAL] It takes me back to the original welcome screen.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She's just saying that um.
[AGENT][NEUTRAL] They were trying to log in rather than create a new account but you did that so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me get with IT and see if there's something going on with the account.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I just, I don't know if you're definitely you've already started the process, it says twice here so.
[AGENT][POSITIVE] I don't know, let me, let me look into it and I will definitely give you a call back um don't worry about the timing of it.
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, thanks [PII].
[AGENT][POSITIVE] Yes ma'am, and I'm in group billing and if you were to ask for me they'll get you over to me but I will give you a call back so no worries.
[CUSTOMER][POSITIVE] OK, OK, great, thank you.
[AGENT][POSITIVE] Alright thank you and we'll talk with you later.
[CUSTOMER][NEUTRAL] OK, uh huh bye bye you too bye bye.
[AGENT][NEUTRAL] Bye bye.