AccountId: 011433970860
ContactId: f8e3a3aa-341e-4fcd-a193-8d52e755c708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236429 ms
Total Talk Time (AGENT): 125737 ms
Total Talk Time (CUSTOMER): 84226 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/f8e3a3aa-341e-4fcd-a193-8d52e755c708_20250611T13:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm with um Great Falls Town Hall. I am looking at a bill right now and I am wondering how I go about um paying this because the previous bill says it was paid online and I went to log in to pay it and I don't have access.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, have you created the new account since the new website launch?
[CUSTOMER][NEUTRAL] Oh, probably not, um.
[AGENT][NEUTRAL] OK, um, well, I can help you.
[AGENT][NEUTRAL] [PII], may I have a good contact number in case we're disconnected and your group number?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] 803.
[CUSTOMER][NEUTRAL] 482-205-5 and the group number is 25976.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So, on the online service center.
[AGENT][NEUTRAL] Are you on there now?
[CUSTOMER][POSITIVE] I'm logging in now, yes ma'am.
[AGENT][NEUTRAL] OK, you click the create the OSC profile.
[CUSTOMER][POSITIVE] Alrighty, yes, I clicked it.
[AGENT][NEUTRAL] And then um click your group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then enter all that information there.
[AGENT][NEUTRAL] And did you say your first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and well, hold on on that.
[AGENT][NEUTRAL] And you're calling on behalf of the group, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Can you let me see.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] The reason I'm hesitating is because I only see [PII] and hold on one second, it didn't switch over groups. That's what's going on here. I'm like, I don't see her name.
[CUSTOMER][NEUTRAL] I just, I, I just started so I'm probably not on there.
[AGENT][NEUTRAL] OK, can you verify the group name and address?
[CUSTOMER][NEUTRAL] Um, [PII] and it's [PII], or do you need the physical address too?
[AGENT][NEUTRAL] Oh, no, that's OK. And um OK, so is [PII] still there?
[CUSTOMER][NEUTRAL] No, she is not.
[AGENT][NEUTRAL] OK, so this is what we're gonna have to do and you'll have to do it before you try to log on to the online service center. Um, so we're gonna have to get an email to the care team, so that address is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hang on one second, let me write it down. I'm sorry. Alright, [PII].
[AGENT][NEUTRAL] OK, no, you're fine.
[AGENT][NEUTRAL] Mhm. At [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And in the subject, you just put your group number and group contact change or update.
[AGENT][NEUTRAL] And just let them know that [PII], or you know, in the email, [PII] is no longer with the company. You're now the group or group admin, and to add your name, um, list your email address for the company.
[CUSTOMER][POSITIVE] OK alrighty I will do that.
[AGENT][NEUTRAL] And you know, just contact information and.
[AGENT][NEUTRAL] And then, um, have you, have you seen the invoice or you did, you said you got a copy, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I'm looking at her right now.
[AGENT][NEUTRAL] OK, because I was gonna say I can email it to you and then I remember you said you had it. And did you want to make a payment over the phone while you're sending that email or did you want to wait? Because you, it's whatever you want to do. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm gonna wait just yeah, I'm gonna wait just because his his is due [PII] so I at least got it 4 days, but I'm gonna get it paid today at some point. I just need to get everything taken care of first.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Alrighty, well, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No ma'am thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.