AccountId: 011433970860
ContactId: 006dc80a-5f59-4fab-8e16-f7c4e9d41342
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 590890 ms
Total Talk Time (AGENT): 354301 ms
Total Talk Time (CUSTOMER): 204437 ms
Interruptions: 11
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/006dc80a-5f59-4fab-8e16-f7c4e9d41342_20250604T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer care. I have somebody with a group that needs to make a payment.
[AGENT][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] 23428 Frankston ISD speaking with [PII].
[AGENT][NEUTRAL] OK, send it to me.
[CUSTOMER][NEUTRAL] OK, here she comes. 1 2nd.
[AGENT][NEUTRAL] Hey [PII] how are you this morning?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good. This is [PII] from yesterday. I'm sorry. I should have said my name.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] Um, OK, so from what I understand this morning and I was meaning to email you back here just in a few minutes anyway, the online paying option is working now, but as far as the setting up with multiple groups that sort of thing with one email is still an issue.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] OK, but yesterday I submitted an invoice but it didn't let me pay it so now it's hanging out there as submitted.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I submitted OK so.
[CUSTOMER][NEGATIVE] But there's no way for me to pay it.
[AGENT][NEUTRAL] OK, so, um, while I reopen this invoice, are you logged in?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'm gonna reopen the invoice and um hang on the phone with you and let's let's try to do it together because like I said yesterday I was out when they launched all this and so um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] So yeah, all right, it's reopened.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK, let me go to my group.
[CUSTOMER][NEUTRAL] My one and only group.
[AGENT][NEUTRAL] You, you're one and only group for right now.
[AGENT][NEUTRAL] But don't get excited that you only have that one group because eventually you'll have them back all.
[CUSTOMER][NEUTRAL] That I can get to.
[AGENT][NEUTRAL] All right, it's reopened.
[CUSTOMER][NEUTRAL] How am I to pay the others?
[CUSTOMER][NEUTRAL] OK, it's loading it's just taking a minute.
[AGENT][NEUTRAL] That, that is, um.
[CUSTOMER][NEUTRAL] Come on, open up.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] OK, I go to invoicing.
[AGENT][NEUTRAL] That is gonna be a question.
[CUSTOMER][NEUTRAL] It just says still says the.
[AGENT][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] OK, here it is. OK, I'm gonna go back and click on it.
[CUSTOMER][NEUTRAL] And that is the amount I wanna pay.
[CUSTOMER][NEUTRAL] OK, that's correct. I'm gonna submit it and I'm gonna do an ACH and I'm gonna hit next payment date next.
[CUSTOMER][NEUTRAL] OK hit submit.
[CUSTOMER][NEUTRAL] Woohoo, it works. OK, I would like a receipt. Is there a receipt?
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yes, you should get it in your email. I was told um that you should receive it.
[AGENT][NEUTRAL] That, that, that, that should work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Alright, let me look.
[CUSTOMER][POSITIVE] Yeah that works so that's good. OK, there it is perfect.
[AGENT][POSITIVE] OK, perfect. And I just, um, sent a request. Oh, perfect, dang, that went all the way through.
[AGENT][NEUTRAL] Oh wait, no, never mind, I'm looking at a different group.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, yeah, it.
[AGENT][NEUTRAL] Um, let me go back to this other one.
[CUSTOMER][POSITIVE] Good, OK, so that's good.
[AGENT][NEUTRAL] And I, I should be getting an update um.
[AGENT][POSITIVE] Alright, I do see that it's submitted. OK, perfect.
[AGENT][NEUTRAL] Alright, let's see what they are.
[AGENT][NEUTRAL] But they will tell me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that one's went down at least.
[AGENT][NEUTRAL] One down, how about 15 more to go?
[CUSTOMER][NEUTRAL] No, I'm about 27 more to go.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What we may have to do and it may end up being a headache on your side, but um it may just have to be either paying over the phone with debit card, credit card, or sending in a check for right now but let's see, they are aware that it is an issue and I'm working on a solution. I've asked for an approved response so we can be consistent on what we relate to the group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, they should have known that when they started writing their program, you know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, um, alright, so that really didn't give me an answer, so.
[AGENT][NEUTRAL] Yeah, so that that would is really gonna be, that's really gonna be our only two options, um, debit card, credit card, or sending in a physical check or setting it up with said bank account that you are using and setting it up as an ACH.
[CUSTOMER][NEUTRAL] Well, can you send me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On your end, um, which I can send that information to you, yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Like a wire.
[CUSTOMER][NEUTRAL] Is that just a one time thing, yeah.
[AGENT][NEUTRAL] Yes ma'am, you would end up still having to initiate it each month on your end because we don't currently do bank draft, um, but that is in hopefully in the works as far as us being able to bank draft groups and hopefully also it's in the works of being able to pay on our online service center with debit card credit card um so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right. Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm, yeah, I do know you're gonna have a lot of past due payments this month.
[AGENT][NEUTRAL] Yeah, well, as long as we get it within said months, we're, we're OK with that, um, and the, and the higher ups are just gonna have to understand that until we can get all these cans, correct, correct, um, yeah, they'll just have to understand that.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Yeah, it's not our fault. Yeah.
[CUSTOMER][NEUTRAL] OK, can you email me?
[AGENT][NEUTRAL] Yes, the ACH.
[CUSTOMER][NEUTRAL] Email me an invoice for center ISD.
[AGENT][NEUTRAL] What's that group number?
[CUSTOMER][NEUTRAL] 23415.
[AGENT][NEUTRAL] All right, let me get that pulled up real quick.
[AGENT][NEUTRAL] And you may be able to still log in to the old online service center, um.
[CUSTOMER][NEGATIVE] No, no, can't.
[AGENT][NEUTRAL] Oh, you can't log into it at all? OK, alright, OK, alright, let's see, OK, perfect, OK.
[CUSTOMER][NEUTRAL] I mean I can't
[CUSTOMER][NEUTRAL] No, it takes you to the new one because it's the same, it's the same.
[AGENT][NEUTRAL] Uh, website, yeah.
[CUSTOMER][NEUTRAL] Yeah, when you hit sign in it takes you to the new one, yeah.
[AGENT][POSITIVE] All righty, um, with that.
[CUSTOMER][NEUTRAL] Which they should have left I guess.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Yeah it was and this this online service center was actually supposed to launch like 2 weeks ago um alright so are you needing the May invoice for that group?
[CUSTOMER][NEGATIVE] it didn't.
[CUSTOMER][NEUTRAL] Uh-huh, please, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Doing about 15 things on one screen.
[CUSTOMER][NEUTRAL] I know it's been.
[CUSTOMER][NEUTRAL] Now tell me your name again in case I need to call you back.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ah. Yes, ma'am.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And do you have a direct number or how do I get a hold of you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can either call the the [PII] number and if it asks for an extension, it's either gonna be [PII] or [PII], but I'm not sure if those extensions even work anymore, um but my direct number if that still works should be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what is [PII]'s [PII] number again since I'm out of there.
[AGENT][NEUTRAL] Um, [PII], yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] I got it.
[AGENT][POSITIVE] Um, you're welcome.
[CUSTOMER][NEUTRAL] OK, thanks, I'm gonna have to give this to my partner next door so she can know what to do too.
[AGENT][NEUTRAL] Patched it in.
[AGENT][NEUTRAL] Alright, I'm just replying back to one of your emails from yesterday, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, I just sent that.
[AGENT][NEUTRAL] Um, do you need any of the other ones? OK.
[CUSTOMER][NEUTRAL] OK, and I'm gonna need 2 more.
[CUSTOMER][NEUTRAL] Yes, I need [PII], um, their number is 23436.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII], let me see what theirs is. I'm gonna find their number 23445.
[AGENT][NEUTRAL] 234 55 and that was [PII] OK 445.
[CUSTOMER][NEUTRAL] 23445.
[AGENT][NEUTRAL] My ears wanna hear only specific things.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I understand, I understand.
[AGENT][NEUTRAL] Alright, alright, I'll get these 2 May invoices also sent over to you in just a second and then you can just.
[CUSTOMER][POSITIVE] OK, I appreciate you.
[CUSTOMER][NEUTRAL] And then send me the wire instructions too.
[AGENT][NEUTRAL] Yes, I'll put that in there as well, ACH info, um, and then you can always just email me if you need one or call me if any of those numbers worked directly, um, but you can always catch me on email.
[CUSTOMER][POSITIVE] OK, alright, I appreciate you.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I'll do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will do that yeah I'll email you the groups I need, so I appreciate your help. good luck with all this.
[AGENT][NEUTRAL] OK, that'll work.
[AGENT][POSITIVE] No problem, [PII]. I know. Thank you. You too. You too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, OK, thank you, bye bye.
[AGENT][POSITIVE] Alright have a good one OK bye.