AccountId: 011433970860
ContactId: f4a41593-d11f-4852-9411-0ab6442dad3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 729640 ms
Total Talk Time (AGENT): 262886 ms
Total Talk Time (CUSTOMER): 308964 ms
Interruptions: 6
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f4a41593-d11f-4852-9411-0ab6442dad3a_20250602T14:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. Good evening. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. Good morning.
[AGENT][NEUTRAL] Mm, OK. Good morning.
[CUSTOMER][NEUTRAL] Yeah, yeah, mhm. I feel the same way, girl, I feel the same way. So I have another admin on the line.
[CUSTOMER][NEGATIVE] Um, it's can't get into the OSC and all these people are frustrated.
[AGENT][NEGATIVE] I know, and I can't get any, I, I can't even get in the OSC.
[AGENT][NEGATIVE] Not the new one.
[AGENT][NEUTRAL] But
[CUSTOMER][NEGATIVE] And have you told anybody that you can't get in it because [PII] also said she couldn't get in it, OK, so what do I need to, so the admins that are calling trying to get in to make payments, are we supposed to be connecting them with you all?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] They are aware.
[AGENT][NEUTRAL] Don't get me to lying.
[AGENT][NEUTRAL] Don't give me the line because I can't answer. I mean, is, is she wanting to make, uh, are they wanting to make a payment?
[CUSTOMER][NEUTRAL] Jesus.
[AGENT][NEUTRAL] Online or credit card payment, I can help them with that.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What's that group number?
[CUSTOMER][NEUTRAL] OK, she said to get online to make a payment, 20984, she says she can't log in.
[CUSTOMER][NEGATIVE] Mm, I've, I've always had 3 calls today, [PII]. That's how problematic. I, I have only had 3 calls today. Normally I would have had about 10. I would have had about 10 or more.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do what now?
[AGENT][NEUTRAL] Me too.
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] Yeah, this is
[AGENT][NEGATIVE] This is my, my 3rd 1, so yeah, with the same issue.
[CUSTOMER][NEUTRAL] Mhm. Every one of mine today have been about this.
[AGENT][NEUTRAL] So who
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This is [PII] on the line.
[AGENT][NEUTRAL] OK. And what's a good callback number just in case?
[CUSTOMER][NEUTRAL] Everything was verified. She gave me [PII]. She's also gonna be sending in an email, possibly to have the phone number because she says that's that number that's in line that ends in [PII] is a rollover number and she's not quite sure why that one is even in there. I mean it it's doable but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So anyway, I gave her the care team emails said if she wanted to have that changed to just send an email. Now I did not tell her I was transferring her. I was just trying to get some information but I can join her in and let her know you know that you're going to try and assist her.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I'll try my best. I mean, I, like I said, I haven't gotten access yet for the online service center myself. So, um, but that's, I'll, I'll see what I can do.
[CUSTOMER][NEGATIVE] Oh, this is such a mess.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, I have, ah.
[CUSTOMER][POSITIVE] Here's the sweetest. It's gonna be a long day for all of us.
[AGENT][POSITIVE] Yeah, it already is. But that's all right. That's what we're here for and um.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Yup. To do the best we can.
[AGENT][NEGATIVE] They're all frustrated.
[AGENT][POSITIVE] It'll be all right.
[CUSTOMER][POSITIVE] Yep, to do the best we can, so let me just join her in and let her know that because I'm not just gonna drop her to you since that it wasn't intending, you know, really to transfer. I was so but if you'll give me just a second, I'm gonna join her in, OK?
[CUSTOMER][MIXED] She's nice, but you can tell she's frustrated.
[AGENT][NEUTRAL] OK, dear.
[CUSTOMER][POSITIVE] All right, [PII], thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Hi [PII]. Yes, yes. Hey this is still [PII] and I have joined um [PII] on the call with us. She is actually in our billing department so she's going to see if she can provide you some additional assistance on this and it may be something that we just end up having to call you back on.
[CUSTOMER][NEGATIVE] When I go in there to create a new it's not, it won't even let me do that.
[CUSTOMER][NEUTRAL] OK. [PII], are you able to hear [PII]?
[AGENT][NEUTRAL] Yes, I can hear [PII]. Good morning, [PII].
[CUSTOMER][NEUTRAL] OK, OK, [PII] and [PII], can you hear me? OK? Yes.
[CUSTOMER][NEUTRAL] OK, well, is there anything else that I can try and help you with, [PII], before I let you just speak to [PII]?
[CUSTOMER][NEUTRAL] I know I just need to get in here and make this payment.
[CUSTOMER][POSITIVE] OK. All right. Well, I wish you uh the best with that one. [PII]'s gonna be glad to try and help you a little further. So I hope you both have a very nice day.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] You too thank you. Uh huh bye bye y'all.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Good morning [PII]. So you, uh, I understand a good callback number for you is the [PII].
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] It doesn't matter. It really doesn't matter.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And,
[CUSTOMER][NEGATIVE] I mean that I don't know why they would have given you the one they did however it that one will any of them will work.
[AGENT][POSITIVE] OK. All right, [PII]. I mean, uh, [PII], I'm so sorry. It's, it's, it's been a long morning already, so I do apologize.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, tell me about it.
[AGENT][NEUTRAL] So I understand that you are.
[AGENT][NEUTRAL] Calling on group of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The city of [PII].
[AGENT][NEGATIVE] And that you are trying to get online and are unable to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Correct, I pay online every month, get my invoices online every month. I go in there this morning and it's not happening.
[AGENT][NEUTRAL] Yeah, it's a new system. I mean a new.
[AGENT][NEUTRAL] Finance for you. So have you went in to try to create a new account?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's what I'm doing now and when I do that, I put the group number in is 20984. The zip code, the phone number is [PII]. I put the [PII], which is where I receive and have been receiving the emails and then when I click next it says.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No user was found with the information that was entered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you said that that was when you did that?
[AGENT][NEGATIVE] So no user
[CUSTOMER][NEUTRAL] When I try to create a new one.
[AGENT][NEUTRAL] When you try no user.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you got this message after after you clicked what now?
[CUSTOMER][NEUTRAL] Next.
[AGENT][NEUTRAL] or the next.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK [PII], what I'm gonna have to do is just report this to see what's going on um so was you ever able to get to the verification code and everything there?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] When I create a new account and fill out these blanks and click the next button, it gives me that error.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] OK, so it it's not even letting you get, so you're not able to get even to the verification code.
[CUSTOMER][NEUTRAL] So I can't go any farther than that.
[CUSTOMER][NEUTRAL] No, it's not and then when I go in to log in and it tells me.
[CUSTOMER][NEUTRAL] To, uh, for the verification code, it it gives me the run around there too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well.
[AGENT][NEGATIVE] What I'll do is I'll report this.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I've got your number here, so if.
[AGENT][POSITIVE] Get this resolved and see what we can do, OK?
[AGENT][POSITIVE] I do apologize, but we will get this taken care of and I'll let you know something, OK?
[CUSTOMER][NEUTRAL] Can you take a payment while I have you on the phone so I can get this done and won't have to fight with this the rest of the day until we can get this straightened out?
[AGENT][NEUTRAL] I certainly can, um, if you'll hold on just one moment, let me get to that screen.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Uh, thank you for your patience. I'm trying to, um.
[AGENT][NEUTRAL] Get logged in and this.
[AGENT][NEUTRAL] In that system, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[AGENT][NEGATIVE] This is not going to be.
[AGENT][NEUTRAL] OK. Come on.
[AGENT][NEUTRAL] Alright, so [PII], we're making a payment today. uh, how much was you wanting to pay about
[CUSTOMER][NEUTRAL] The invoice amount of 116286.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, for the June.
[CUSTOMER][NEUTRAL] Wait, let me double check that and make sure.
[AGENT][NEUTRAL] 116286.
[CUSTOMER][NEUTRAL] Let me make sure that's what the check is.
[AGENT][NEGATIVE] You're paying it
[CUSTOMER][NEUTRAL] Give me one more second.
[AGENT][NEUTRAL] Paying it in full.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] No, I'm
[CUSTOMER][NEUTRAL] 124,170 is what I wanna pay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 1241.
[AGENT][NEUTRAL] 70.
[AGENT][NEUTRAL] And that's on the June invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And [PII], when you're ready, I'm ready for that um credit card number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It would be a bank.
[AGENT][NEUTRAL] I can't take a check over the phone. Uh, it can only be.
[CUSTOMER][POSITIVE] Oh crap, OK, never mind, we'll just have to get this straight and I'll pay it then. I'll have time to deal with this. Thank you, ma'am.
[AGENT][NEUTRAL] I'm so
[AGENT][POSITIVE] I know. You, is there anything else, [PII], I can help you with? And I do apologize. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] No ma'am, no ma'am.
[CUSTOMER][POSITIVE] Thank you.