AccountId: 011433970860
ContactId: e4ec0fe4-4bdf-4ec3-b934-57bfd26e0ea4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 696049 ms
Total Talk Time (AGENT): 249493 ms
Total Talk Time (CUSTOMER): 179518 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/e4ec0fe4-4bdf-4ec3-b934-57bfd26e0ea4_20250616T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII]. My name is [PII]. Um, I have an account with you guys for our company, and I've been trying to get into the portal and it looks like it's redirecting me now to like kind of a new site. I've registered. I've gotten verification emails, but now every time I try to get into it, it's telling me that my email address is not valid and cannot be found.
[AGENT][POSITIVE] OK, um, I'll be happy to help you with that.
[CUSTOMER][NEUTRAL] And I need to pay the bills.
[AGENT][POSITIVE] Yeah, I'll be happy to help you with that. Um, can I get your name one more time, please? I'm sorry.
[CUSTOMER][NEUTRAL] Um, well, legally it's [PII].
[CUSTOMER][NEUTRAL] No, um, I think I'm sort of with [PII].
[AGENT][NEUTRAL] [PII], OK. And what's the group number that you're calling about?
[CUSTOMER][NEUTRAL] The group number is 20784.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And could you and is the number that you're calling from, um, uh, the [PII], the one ending in [PII], is that a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Alright, and could you please just verify the address that we should have on file for your group?
[CUSTOMER][NEUTRAL] Uh, I believe it's [PII].
[CUSTOMER][NEUTRAL] Or it should be [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and the rest of the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And uh do you have a suite number?
[CUSTOMER][NEUTRAL] Uh well hold on.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I want to say [PII], but I think it's slightly different now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that's what we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the phone number that we should have on file.
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] [PII]. That's [PII]. She's the main person on the account.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I believe I'm on the account too so I can give you my telephone. Oh, OK. um, do you need my telephone number?
[AGENT][NEUTRAL] Yeah, you are, you are.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, thank you. It's OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, so let's see.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] All right, just getting logged in so I can see exactly what.
[AGENT][NEUTRAL] And you said you registered, did you?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Did you register with your email?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] I didn't have the emails for like the verification code.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII], I'm sorry [PII].
[AGENT][NEUTRAL] And when you try to log in, um, it's just saying your this email cannot be found or something like that.
[CUSTOMER][NEUTRAL] Correct. Like, um,
[CUSTOMER][NEUTRAL] I'm in the APL. It took me to the online service center.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says create your OSC account. So like if I go to create your OSC account so which role best describes you, I put group.
[CUSTOMER][NEUTRAL] Next group number.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, OK, 20784.
[CUSTOMER][NEUTRAL] Zip code
[AGENT][NEUTRAL] Because I think the issue is we have um the email for Rose is the email there's the primary email that we have on file.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the initial account would have to be set up with that email address and then she can create you one unless you guys wanna change that.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEGATIVE] When I set it up, it says no use.
[CUSTOMER][NEGATIVE] OK, it says no user was found with the information that was entered. Please try again. If this error persists, please contact customer service, blah blah blah option 4.
[AGENT][NEUTRAL] Yeah, the reason you're getting that that error is because you're trying to register with your email address, but the primary email address we have on file is for [PII]. So that can be changed if it needs to be changed to you, um, but we'd have to receive that request like via email, um, because we have to have it in writing or um [PII] would need to go and register her account and then she can create a new account for you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Now, am I able to pay the bill over the phone in the meantime?
[AGENT][NEUTRAL] Yeah, you can pay the bill on the um over the phone with a credit or debit card um or you can also um send an ACH or a check um any of those.
[CUSTOMER][NEUTRAL] OK, I can do debit card. I can do debit card.
[CUSTOMER][NEUTRAL] Is that with you or do I need to go through somebody else?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, no, you, you can pay it with me, um, but in order to get the account set up, did you wanna have, did you wanna email us and have it changed to you as the primary or is [PII] gonna go in and create an account?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm gonna ask her. I'm gonna call her when we hang up and then give her the two options to see what she wants to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me get your invoices pulled up so we can see which one needs to be.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Alright, so see we have May and June. Do, did you want to just pay May or did you want to pay May and June?
[CUSTOMER][NEUTRAL] Both of them.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] How much is it? Is it like 678 or something like that?
[AGENT][NEUTRAL] Um, yeah, I'm, I'm checking, sorry, it gave me an error message.
[AGENT][NEUTRAL] Alright, it looks like 678 12 for both of them as long as you guys didn't have any terminations or additions or adjustments or anything like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh yeah, no.
[AGENT][NEUTRAL] Alright, so yeah, 678 12 and I can do that all as one payment if you want.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that will be $1,356.24.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'm the one that the card details.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can get that information entered and I'll be ready to take that card.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] 63874997
[AGENT][NEUTRAL] And it's 390088 for June.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And you guys, you said you guys don't have any changes uh for either of these invoice, either of these billing periods correct?
[CUSTOMER][NEUTRAL] No, no changes.
[AGENT][NEUTRAL] OK. All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and would you like a copy of this receipt sent to your email address?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, we have [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] Alright, and that payment was successful, so you should see the receipt in your email any second now. Um, [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][NEUTRAL] Alright, uh, well you have a, alright, yeah, no problem, um, well, uh, just let us know, um, if you whenever you guys are get that account registered if you want it changed to your email, um, or if [PII] runs into any issues, uh, getting set up, just give us a call back, OK?
[CUSTOMER][NEUTRAL] I got the receipt.
[CUSTOMER][NEUTRAL] Will do.
[AGENT][POSITIVE] Alright, you have a great day. Thank you for calling APL bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye.