AccountId: 011433970860
ContactId: f5151ed1-9052-46d7-8039-83499f9c5a8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 503209 ms
Total Talk Time (AGENT): 187877 ms
Total Talk Time (CUSTOMER): 219357 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/f5151ed1-9052-46d7-8039-83499f9c5a8d_20250422T18:54_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEGATIVE] My name is [PII]. Um, we used to have APL, um, and then we went with a different provider which was horrific and now we're back with uh with FPNL with APL and I'm trying to get online to pay our bills because it should be 2 months now and it's saying they can't find our information.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can definitely assist you, Ms. [PII], but before we proceed, is it possible to get a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 0444.
[AGENT][POSITIVE] Thank you for that. And do you happen to have your group number as well?
[CUSTOMER][NEUTRAL] I do hold on.
[CUSTOMER][NEUTRAL] Our group number is 27002.
[AGENT][POSITIVE] Thank you for that. Bear with me.
[AGENT][NEUTRAL] And can you verify the group's mailing address, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure, [PII]. You either have [PII] or [PII], and the [PII].
[AGENT][NEUTRAL] We have plantation and then we do have it as [PII]. Is that right?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] Right, OK, that's correct.
[AGENT][NEUTRAL] OK, and let me get you to verify your email address as well because it looks like we have you listed as the contact.
[CUSTOMER][NEUTRAL] It is, it's [PII].
[CUSTOMER][NEUTRAL] I have a bunch of emails saying your bill is now ready.
[CUSTOMER][NEUTRAL] And I clicked on it I put in my old login and password.
[CUSTOMER][NEGATIVE] And it said no not correct so then I went to new user.
[CUSTOMER][NEUTRAL] And I'm at step 2 where it says group name. I put [PII] and Carmona PA zip code [PII]. Phone number was one I just gave you city is plantation email on record is mine, state is [PII] and I hit next and it says.
[CUSTOMER][NEUTRAL] I'm hitting it again.
[AGENT][POSITIVE] It's OK. Take your time.
[CUSTOMER][NEGATIVE] Oops, there seems to be a problem. No user was found with that information that was entered. Please try again if the error persists contact customer service.
[AGENT][NEUTRAL] Yes ma'am, definitely so I am showing there is an account already created um I can give you the user name and you can reset the password so it won't be necessary for you to go through the whole process of setting up as a new user since you guys already have an established um account already so it looks like your user name.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's all lowercase.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And then just click forgot password. Oh, don't hang up because this may be the problem.
[AGENT][NEUTRAL] Password. And what's the, I'm, I, no, ma'am, I'm not. You're fine. What's gonna happen is gonna send a code to you.
[CUSTOMER][NEUTRAL] I, I.
[CUSTOMER][NEUTRAL] OK user name.
[CUSTOMER][NEUTRAL] Next.
[AGENT][NEUTRAL] Like I usually gets sick quickly.
[CUSTOMER][NEUTRAL] I want you to email it.
[CUSTOMER][NEUTRAL] OK, let me close that at that.
[CUSTOMER][NEUTRAL] Come on Outlook.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] Verification code.
[CUSTOMER][NEUTRAL] OK, create your new password.
[AGENT][NEUTRAL] It does have to have one numeric, one cap and one special symbol like the money sign or exclamation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it doesn't take the pound signed, huh?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's the only one it's never taken. I don't really know. It's one of those like HIPA thing, well, not HIPA things, the security things. The computer is trying to be smarter than you, that's what I say.
[CUSTOMER][NEUTRAL] It's weird.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Well, they may be right because uh.
[CUSTOMER][NEUTRAL] 518. I just need to change this before.
[CUSTOMER][NEGATIVE] All these passwords drive me crazy.
[AGENT][NEUTRAL] Me too. And I know they say we're not supposed to have a little book with them in it, but I, I have to. I'm getting, I'm getting too old to keep up with all of them, so.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Uh, yeah, it's unbelievable. Import billing notice update to ACHD APLs banking information address.
[AGENT][NEUTRAL] And you can enter your checking or savings account for the group on there. Um, once you put it out there, it does save it, but you will have to go out there each month to manually pay the bill. It won't automatically do it, unfortunately, um, but again, it, it's there and if it's something too that you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you guys are not behind and you wanted to, you can mail it to as well.
[CUSTOMER][NEUTRAL] Yeah, well, it looks like I paid the first bill.
[CUSTOMER][NEUTRAL] OK, so now I've gone through this.
[CUSTOMER][NEUTRAL] And I don't need well I guess I could.
[CUSTOMER][NEUTRAL] Every site is different.
[AGENT][POSITIVE] Yes, ma'am. Take your time.
[CUSTOMER][NEUTRAL] Or download.
[CUSTOMER][NEGATIVE] Oh I didn't even need to do that because I have the bill.
[CUSTOMER][NEUTRAL] 1515 OK.
[CUSTOMER][NEUTRAL] Now let me remember.
[CUSTOMER][NEGATIVE] How do I pay the darn thing?
[AGENT][NEUTRAL] OK, let me get pulled up with you, bear with me.
[CUSTOMER][NEUTRAL] Oh, I have to submit the invoic[PII]
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] I believe you do, but I'm trying to pull up my instructions real quick. Bear with me.
[CUSTOMER][NEUTRAL] Oh, it says I paid it.
[CUSTOMER][POSITIVE] They received OK.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, that's why it's not letting me save it so I don't, can you see our account and make sure we're up to date?
[AGENT][NEUTRAL] Yes ma'am. Give me just a second, let me pull up everybody in home.
[AGENT][NEUTRAL] I am showing you guys were just effective [PII], so it shouldn't be but one bill out there.
[CUSTOMER][NEUTRAL] And I paid it it appears.
[AGENT][NEUTRAL] Yes, you guys are paid up to [PII]. It looks like we just issued somebody.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, with the [PII] effective day, and they'll be appearing on your next bill, but everybody else is paid current.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there
[CUSTOMER][NEGATIVE] I see here I'm a nervous wreck. I'm like, oh my God, I missed the first bill.
[AGENT][NEUTRAL] You got it, Ms. [PII]. You didn't miss it at all, but hey, it's better to be safe than sorry. So I understand completely. I would have did the same thing. Is there anything else I can help you with, Ms. [PII], before you go?
[CUSTOMER][NEUTRAL] And I guess I didn't.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No, we're good thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.