AccountId: 011433970860
ContactId: ea8b1349-e054-49e3-a4fd-a68cbab3b30f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 676239 ms
Total Talk Time (AGENT): 208248 ms
Total Talk Time (CUSTOMER): 317206 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ea8b1349-e054-49e3-a4fd-a68cbab3b30f_20250604T18:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL is.
[CUSTOMER][NEUTRAL] Yes ma'am um I normally pay my um.
[CUSTOMER][NEGATIVE] My bill online and when I went to log in, it looks completely different and it's not taking my username and password to make my payment.
[CUSTOMER][NEUTRAL] And I was just seeing if somebody could help me either I can make a payment over the phone or um help me get logged in.
[AGENT][NEUTRAL] Yes, I can definitely assist you. So basically we're um we launched our new website on Friday and we're having some issues with it. So the login is one of the um issues, but um when you try to log in, were you using your username and password?
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Well it was I used to have uh a user name but now it's asking me for an email which I never did use an email before it was like a it was just like a word you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And um so now.
[CUSTOMER][NEUTRAL] Um, I don't, uh, and then whenever I try, I did like to verific like it asked me to verify my email address and I did that and then I tried to use it.
[CUSTOMER][NEGATIVE] And that didn't work either so.
[CUSTOMER][NEUTRAL] I just um
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Um, are you on the online service center now?
[CUSTOMER][NEUTRAL] No, but I can get on it. Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I'm here now.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And click on create OSC. I don't know the correct word, yeah, because you're gonna basically everyone has to create a new account with their email, which is going to sync with the old account and bring everything over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so go ahead and put
[CUSTOMER][NEUTRAL] So would I be?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, well, first, I'm sorry, we just got to work. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] What I
[CUSTOMER][NEUTRAL] Yes, it's [PII], and the school I'm with is Centerville Academy.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] My you said a good phone number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your group number?
[CUSTOMER][NEUTRAL] Oh let me see if I can find that uh 9382.
[AGENT][NEUTRAL] OK, so when you click on the um create the OSC um you're gonna use I'm a group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Group, OK.
[AGENT][NEUTRAL] And then follow those prompts and let me know what happened.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, so it says group number, so I'll just put the 9382.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2382. Zip code is [PII].
[CUSTOMER][NEUTRAL] 601.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] City?
[CUSTOMER][NEUTRAL] Right next.
[CUSTOMER][NEUTRAL] Complete your account set up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That's all it says it's like 3 blue lines, 3 like long blue lines, and it just says sign up, complete your account set up and want to continue.
[CUSTOMER][NEUTRAL] OK, now it says verification is necessary.
[AGENT][NEUTRAL] It should be getting ready to send you a code, I think.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna put in verification code.
[CUSTOMER][NEUTRAL] Look and see
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, verify.
[CUSTOMER][NEUTRAL] Alright, so now it's giving me to make a password.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Where it says display name given name and surname, do I need to put something there?
[AGENT][NEUTRAL] Um, the display name would be the, or could be the group, you could put your name in both or the group in one, your name in the other.
[CUSTOMER][NEUTRAL] I'll put the school and then money.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, it says we have been successfully created awesome. OK, and now I gotta log in.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Oh my [PII] I had send the thing here.
[CUSTOMER][NEUTRAL] Alright, so I need to log in.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] OK, so when I hit log in, it gives me my email address already thing and it says send ver verification code so.
[CUSTOMER][NEUTRAL] We already did that though, didn't we?
[AGENT][NEUTRAL] So it's, it's like looping?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] It's saying verification is necessary, please click click the send button so I did it. Should I use this new um verification code and try to see what it's gonna do then?
[AGENT][NEUTRAL] See, yes, just to see if it's really looping.
[CUSTOMER][NEUTRAL] Well, I did hit the send verification code, but whenever it doesn't give me a place to put that verification code in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see
[AGENT][NEUTRAL] Oh, OK, I see what you're saying. So you got the code, but there's nowhere on the um on the page that you're on there to like put the code. What?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Right, to put it in, right.
[AGENT][NEUTRAL] Oh my gosh. OK, so this is what I'll do. It's, it sounds like this is the just kinks that need to be worked out and I apologize for this inconvenience. Um, so there's two things we can do. We're recording everything, so I'm going to put this error that you're receiving, um, and go ahead and send that over to IT. Would you prefer for them to give you a call back or an email?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, probably an email because I'm not gonna be here, um, a whole lot longer and then I'll be out for probably a week or so, but, um, I do need to, is there a way to make a payment over the phone or not? It is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um I'm gonna go ahead and get you over to group billing so you can make the, you know, handle whatever you need to. And then just for the um because I did not verify, can you just verify the, well, you already gave me the um group name, just your email address and the mailing address on file because you gave me the phone number too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, sure, OK, it's gonna be [PII] and then you said the address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Did you ask for the address [PII] is her, yep.
[AGENT][NEUTRAL] Alrighty, and um do you have the invoice number that you'd like to pay or just the what is?
[CUSTOMER][NEUTRAL] I do. I have the invoice here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I got the invoice number.
[CUSTOMER][NEUTRAL] Do you need that number?
[AGENT][POSITIVE] Oh, yes ma'am. I thought you were looking for it. Yes, I need it.
[CUSTOMER][NEUTRAL] No, I, I got it. It's um 300 and then 639-1691.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, and um before I transfer you over to group billing, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That's going to be it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL and thank you for your patience with our website, and I hope you have a great day. You're welcome. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you. All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Uh oh, it sounds like a robot. I didn't hear anything.
[CUSTOMER][NEUTRAL] Oh my goodness, OK, is that better?
[AGENT][POSITIVE] Oh yes, that's better.
[CUSTOMER][NEUTRAL] OK, this is [PII] in the group billing department. How can I help you today?
[AGENT][NEUTRAL] Uh hey [PII], um, this is [PII] on the care team. I have a um group admin on the other line that's trying to make a payment, of course, online is all crazy, so she wanted to know if she can make it on the phone.
[CUSTOMER][POSITIVE] Happy.
[CUSTOMER][NEUTRAL] Hi sweetie.
[CUSTOMER][NEUTRAL] Yes, what's the group number? I don't know why my thing is so bad. I'm sorry, is that much better?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] OK, good, dear.
[AGENT][NEUTRAL] Yes, it does. You're getting louder as you as you talk, so it's coming up because you were sounding low before.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, thank you for that. What's your group number?
[AGENT][NEUTRAL] It's 9382.
[CUSTOMER][NEUTRAL] OK. And this is for Centerville Academy. Am I talking to [PII]?
[AGENT][NEUTRAL] Centerville. Yes, yes.
[CUSTOMER][NEUTRAL] OK, do I need to verify anything? Did you verify everything for?
[AGENT][NEUTRAL] No, she's verified.
[AGENT][NEUTRAL] And I have the invoice number if you need it.
[CUSTOMER][POSITIVE] Wait you're so good. Thank you.
[CUSTOMER][NEUTRAL] Yeah, let me get it pulled up real quick on the OSC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my goodness, come on. OK, question your wait.
[AGENT][NEUTRAL] It is 639-1691.
[CUSTOMER][POSITIVE] OK, I'll take care of it. Thank you so much. You have a good afternoon.
[AGENT][NEUTRAL] You're welcome. You too, [PII]. Hold on one moment.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hey [PII], uh-huh, uh-huh.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey, good afternoon, [PII]