AccountId: 011433970860
ContactId: fb3050ff-b10d-4626-a451-8573767639e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456739 ms
Total Talk Time (AGENT): 157315 ms
Total Talk Time (CUSTOMER): 144050 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/fb3050ff-b10d-4626-a451-8573767639e4_20250521T18:40_UTC.wav
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[AGENT][NEUTRAL] Uh, good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um,
[CUSTOMER][NEUTRAL] This is [PII] with Foley Marketing, and I have been trying to log in to pay my our bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's crazy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It keeps telling me that it's that I can't and I don't understand what's going on.
[AGENT][NEUTRAL] OK, I can help you with that. What's your group number?
[CUSTOMER][NEUTRAL] Group number 257-07.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. I see.
[AGENT][NEUTRAL] And do you mind verifying the address and uh email address on file?
[CUSTOMER][NEUTRAL] What do you?
[AGENT][NEUTRAL] Do you mind uh verifying the address and your email address?
[CUSTOMER][NEUTRAL] It's [PII] at Foley Marketing at [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and you're having problems getting on the online service center, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'm having problems getting online to pay the bill. Nothing's changed and it made me reset it. I reset it 13 times, and it's still saying this is not the right. I'm thinking, well, what the hell you want me to do?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My username is [PII]. I've reset the password 3 times.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sure it's active.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, it won't let me in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I did [PII] and and and the and signed twice.
[AGENT][NEUTRAL] OK, so it's wanting you to reset the password?
[CUSTOMER][NEUTRAL] I don't know what it wants. I did that, but it's saying that let me do it again. Let me put this in again.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Now the uh the username is all little letters it it is case sensitive as well as the password so.
[CUSTOMER][NEUTRAL] It's all little letters.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEGATIVE] It says invalid username or password.
[CUSTOMER][NEUTRAL] I mean, really?
[CUSTOMER][NEGATIVE] I'm getting tired of doing it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I don't know why I had to reset it anyway.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I know
[CUSTOMER][NEUTRAL] I'm on the online service center. Is that the correct place to be?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, I [PII].
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] I think it's [PII] and then um log in.
[CUSTOMER][NEUTRAL] It says [PII].
[CUSTOMER][NEUTRAL] Secured [PII].
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Yes, that's right. That's the the correct place.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And sign in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, um, we, we just.
[AGENT][NEUTRAL] Launched a new one.
[AGENT][NEUTRAL] To uh yesterday and it says you must re-register your account on.
[AGENT][NEUTRAL] Uh, to access, so let's see.
[AGENT][NEUTRAL] How would you re
[AGENT][NEUTRAL] Re-register.
[CUSTOMER][NEUTRAL] The same
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We have a meeting on this this afternoon. Uh, let me get with someone that was in the meeting this morning and see what what we need to do.
[AGENT][NEUTRAL] Hold on just a moment for me.
[CUSTOMER][NEGATIVE] Because I need to pay it. I don't wanna be not say that we didn't pay it, you know, I'm, I'm trying to pay it, but I can't get in there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you take it over the phone?
[AGENT][NEUTRAL] Uh, yes, ma'am. They can take a credit card payment over the phone.
[CUSTOMER][NEUTRAL] You can't take an ACH.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Not a phone.
[AGENT][NEUTRAL] Hold on just.
[CUSTOMER][NEGATIVE] I know, but the next month I'm gonna have problems with this again.
[AGENT][NEUTRAL] OK, well, hold on just a moment like I said they they they've got a new program.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I wasn't in the meeting this morning. Mine's this afternoon. Uh, let me get somebody in the billing department that can that was in the meeting that could help you with that. I, I do apologize.
[AGENT][NEUTRAL] OK. Hold on just a moment for me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Lo.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Oh you have a
[CUSTOMER][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] how are you?
[CUSTOMER][POSITIVE] Hi [PII], I'm good how are you?
[AGENT][NEUTRAL] I'm good. I have [PII] on the phone and she's with 257-07.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So marketing
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] She's having problems getting into the online service center. um, she reset her password and I know it says that she has to re-register but I'm, I wasn't in that meeting this morning this afternoon, so I don't know how to help her.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And she's really frustrated and upset.
[CUSTOMER][NEGATIVE] Oh crap not this afternoon.
[AGENT][NEUTRAL] Yeah, and she's out
[CUSTOMER][NEUTRAL] On this afternoon too.
[AGENT][NEGATIVE] Yeah, she's all upset, so I don't know.
[CUSTOMER][NEUTRAL] I don't know, I'm not.
[AGENT][NEUTRAL] Uh, she wanted to make a payment over the phone.
[CUSTOMER][NEUTRAL] I may just have, I can talk to her and I.
[CUSTOMER][POSITIVE] Yeah, well, I can do that. Let me just talk to her. I, I, let me help her. I'll figure it out. Yeah, that's no problem. Thank you so much. Alright.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and I've verified everything.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And it's [PII] on the phone.
[CUSTOMER][POSITIVE] Everything's good. OK, thank you, [PII], thank you, hon.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]