AccountId: 011433970860
ContactId: ece7e414-c7f8-4b9c-b7f6-c995b5b1ca03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200929 ms
Total Talk Time (AGENT): 125118 ms
Total Talk Time (CUSTOMER): 42968 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/ece7e414-c7f8-4b9c-b7f6-c995b5b1ca03_20250602T16:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] with Carving Conversions. Our group number is 19655.
[AGENT][POSITIVE] Yes, [PII], how can I help you today?
[CUSTOMER][NEGATIVE] Uh, I went to log in online to pay our bill and it's, I tried to create an online service center account but it won't let me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], so you are the admin for the group and you're trying to sign in to the portal or set up your profile again? OK, yes, ma'am. Well, I can partially help you with that, but I'm gonna, I'll be able to give you some information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But first I'll need to pull the group's information up and verify some things with you for security purposes. So give me just a moment please, to get that information pulled up.
[AGENT][POSITIVE] Go ahead and give me a good callback number for you also, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And what is your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So [PII], as I said, I would need to verify several things with you for security so if you could please verify you've already given me the group name, the group's address, and then your email address.
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then the primary number that we do have on the uh for the group is the same as the one you gave me, so that is the best number we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK thank you alright so [PII], there has been a technical issue with the online service center today the IT department is currently working on it and we have been told that it should hopefully be resolved within.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 24 hours. They are vigilantly working on it because it was just discovered this morning. So, um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That's, uh, I mean, that's kind of just where we are. I don't know how else to say it, but, but yes, and yes, and then um when you do go to log in, it's gonna ask you to probably recreate everything because of these updates that have been done to it so just follow the steps like you did before.
[CUSTOMER][POSITIVE] OK, not a problem. I, I can check back tomorrow.
[AGENT][NEUTRAL] In order to be able to set it up and to log in but yes please wait until at least tomorrow to try that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'd be great thank you.
[AGENT][POSITIVE] And I apologize about the delay. OK, well, I'm so sorry about that.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][POSITIVE] OK. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.