AccountId: 011433970860
ContactId: 0322db1e-42d0-472b-9f30-dbf25feba704
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323540 ms
Total Talk Time (AGENT): 135723 ms
Total Talk Time (CUSTOMER): 157747 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0322db1e-42d0-472b-9f30-dbf25feba704_20250602T17:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was just on the phone with Cara, but something happened and we I lost her, so I was telling her that we are I'm trying to pay.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And my APL invoice or bill and I'm having a hard time doing this. I mean, I know you have a new system was with you guys on the phone like I said, and you guys walked me through on how to.
[CUSTOMER][NEUTRAL] Set it up, but um, but uh do I pay it through the dashboard where do where do I pay this?
[AGENT][NEUTRAL] So, are you already logged into the online service center?
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm in the system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, so then, um, whichever invoice that you're wanting to pay, go ahead and click on it.
[CUSTOMER][NEUTRAL] Do I go
[CUSTOMER][NEUTRAL] Yeah, so I go to invoicing I guess or where? Yeah, I did invoicing, so I put.
[AGENT][NEUTRAL] Yes, you'll go to your invoices.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And whichever one you're wanting to pay.
[CUSTOMER][NEUTRAL] And I uh.
[AGENT][NEUTRAL] Click on it.
[CUSTOMER][NEUTRAL] Yeah, I did.
[AGENT][NEUTRAL] And then you should see submit.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, it says print coupon.
[CUSTOMER][NEUTRAL] No, there's nothing
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] If I go invoicing.
[CUSTOMER][NEUTRAL] And I see the
[CUSTOMER][NEUTRAL] I'm thinking.
[CUSTOMER][NEUTRAL] Open invoices no no open invoice.
[AGENT][NEUTRAL] It says no open invoice. Wait, hold on, hold on. It says no open invoice?
[CUSTOMER][NEUTRAL] Submitted invoices.
[CUSTOMER][NEUTRAL] Yeah, so, yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me pull up your um policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And the phone number [PII].
[AGENT][POSITIVE] Thank you. And are you calling with a group?
[CUSTOMER][NEUTRAL] Yes, group number is 24994.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify um the group name, address, and your email address.
[CUSTOMER][NEUTRAL] Montebello property it's [PII]. Email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so,
[AGENT][NEUTRAL] There is a June invoice. Um, you said on the online service center it shows no open invoices?
[CUSTOMER][NEUTRAL] I'm looking at right now it says says no open invoices submitted invoices. It says 639-0647, which is um 18,210. Bill date is [PII]. I tried um paying it.
[AGENT][NEUTRAL] OK, click on that bill.
[CUSTOMER][NEGATIVE] Yeah, I tried paying it, but I mean it gave me an error code. It had my bank information and all that, but it gave me an error code. OK, whenever I, I click on it, it shows me, but it doesn't give me an option to pay it. It shows um the bill.
[AGENT][NEUTRAL] OK. So then,
[CUSTOMER][NEGATIVE] But there's no option to pay it.
[AGENT][NEUTRAL] Right, but you
[AGENT][NEUTRAL] So you said when you tried to pay it though it gave you an error message, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, the reason I'm asking is because with the new system, we're having a lot of um
[AGENT][NEUTRAL] Tech issues since Friday, it released on Friday. So we're finding a um
[AGENT][NEUTRAL] A lot of errors. So I will let them know that you're, because if you were able to go through the steps to make a payment and then it gave you an error, then it's nothing that you're doing, it may be the system.
[CUSTOMER][NEGATIVE] OK, well, hold on, I can tell you right now of my bank and, and well, I don't know if it went through that fast, but let me see something real fast. Yeah, it clearly gave me an error that um.
[AGENT][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] That I had that and it said to call that and press extension for.
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] What uh what hold on.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Yeah, as of now it's not showing anything, but I mean I don't know if that matters or not. It, it might have gone through. OK, well, we'll see and I'll guess I'll check in a couple days and make sure, no.
[AGENT][NEUTRAL] Well, um, I'm gonna put you on this. They're having us record, um, all of the, you know, issues that were coming, you know, we're getting notified of. So I will, they're going to reach back out to you, um, I believe it's going to be a member of IT, but I'm not sure it's going to be someone from APL. Um, do you prefer an email or a call or do you have a preference?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I do not have a preference whichever way I wanna reach it or actually it'll be best if I reach me via email that way I have documentation. Email will be good, yeah.
[AGENT][NEUTRAL] OK, well.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Email, OK. Well, I will go ahead and um put you on that list and let them know, and again, I do apologize for this inconvenience, um but I do thank you for your patience.
[CUSTOMER][POSITIVE] No, no problem at all thanks for your help. OK, thanks, bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thanks for calling APL. Bye-bye.