AccountId: 011433970860
ContactId: 0a921bb8-05a1-4d41-b6e2-5f7d2f7d8466
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 564400 ms
Total Talk Time (AGENT): 209825 ms
Total Talk Time (CUSTOMER): 211716 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/0a921bb8-05a1-4d41-b6e2-5f7d2f7d8466_20250625T17:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just spoke to someone like 5 minutes ago. I should have just kept them on the phone.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] I cannot get in the system.
[CUSTOMER][NEUTRAL] So I'm trying to set up the new account the way y'all have it now with this OSC system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when I put in the verification code and I click verify, it is claim not verified change email address. Well, I, I don't wanna change the email address. Why am I gonna put in a different email address?
[AGENT][NEUTRAL] You're not going to just click continue.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can I get your name and your callback number in case the call is dropped while we're on the phone?
[CUSTOMER][NEUTRAL] Yeah, uh-huh. My name is [PII] N.
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], are you, um, signing up as an individual or are you with a group?
[CUSTOMER][POSITIVE] I'm with the group so I'm HR and I'm trying to get an invoice so we can pay y'all.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Yes ma'am. Alright, Ms. [PII], what is your um group number please?
[CUSTOMER][NEUTRAL] OK, let me pull my sheet back up.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, 257-05. OK, I hit continue so that let me in.
[CUSTOMER][NEUTRAL] And I clicked agree so now I'm gonna try to log in again.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, I'm telling you.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Miss [PII], while we're on the phone together, can you please just verify some information for me? We have to do it every call. um, can you give me your physical address?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] OK, our physical address is [PII].
[AGENT][NEUTRAL] OK and then your email address and phone number for the group.
[CUSTOMER][NEUTRAL] OK, my email address is [PII] and my phone number, my direct line is [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying that. And you've already checked the um boxes that you agreed to the terms.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll stay on the phone with you while you log back in.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And just click the verification code button one time.
[AGENT][NEGATIVE] I, it, I know it takes a while for it to get to you, but when you, if you click it multiple times it'll give you that claims error.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I was having to click step 1, step 2, step 3 as it's taking me through the steps of what.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I understand.
[CUSTOMER][NEUTRAL] OK, so now I'm on my dashboard.
[CUSTOMER][NEUTRAL] So where am I going?
[AGENT][POSITIVE] Yes, good.
[CUSTOMER][NEUTRAL] Once I'm here, where am I going to get our invoice?
[AGENT][NEUTRAL] Go to my groups.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then go to invoices.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I got a quick question for you. Do you, uh, send your payment by ACH or do you send a check?
[CUSTOMER][NEUTRAL] And I'm gonna be honest, I don't know because I, I, I am HR. I print out the bill and I put in the billing information for them and then I don't do anything else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, unfortunately you can't at this time print off the whole invoice but you can print the coupon for them.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So that they can send it.
[CUSTOMER][NEGATIVE] OK, well that's gonna be a problem for us that yeah if y'all want us to pay the bill, we gotta have the whole thing. I can tell you my owner is not gonna go for that.
[AGENT][NEUTRAL] OK, I can make sure that that an invoice is mailed to you um by email.
[CUSTOMER][NEUTRAL] Not gonna
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh and just to let you know if you guys do pay by ACH even if it pulled in your account information from the old online service center empty those fields and reenter it because it's a new platform so everything has to be entered brand new again.
[AGENT][POSITIVE] And while we're on the phone together I'm gonna get the invoice to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I can tell you [PII] is gonna be like, no, mm mm I gotta put I gotta see the whole thing or she won't like we we break them out each we are the headquarters for convenience stores.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I have to each employees at a different store and so we bill now each store separately it has to go to the right account.
[CUSTOMER][NEGATIVE] Um, and so without being able to do that she's not gonna pay a lump sum of not knowing which account to charge.
[AGENT][NEUTRAL] OK, OK, I understand. I'm gonna make sure I get the invoice to you it's gonna be just a minute because I'll have to pull it up on my end also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Am I gonna have to do this every time?
[AGENT][NEUTRAL] No, they're trying to fix that right now. It's just, uh, it's not, it's not completely fixed yet, but they are working on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was wrong with the old system?
[CUSTOMER][NEUTRAL] I know it wasn't your choice. I know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, we're gonna get the new invoice up for you. I'm looking at it right now getting ready to send it to you by email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's pulling it up for us.
[AGENT][POSITIVE] I appreciate you being patient with me while I get this over to you. It does take a little while for things to.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] I understand that, trust me.
[AGENT][POSITIVE] And your patience with the new online service center, we appreciate that too.
[CUSTOMER][NEUTRAL] Well, I hope next month I don't have to go through this process. I mean, I, I, I realize all new things have the little hiccups you gotta get through, but.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] We have so many different invoices that I have to pull up and I have to.
[CUSTOMER][NEUTRAL] Tell them what's being billed to what department.
[CUSTOMER][NEGATIVE] And so this does slow things down a little bit.
[AGENT][NEUTRAL] OK, I've got that invoice on the way to you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright then I'm just gonna log out of this system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] Assuming I won't need to do anything until next month.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And then I gotta make my note for all my little I gotta change my stuff since before we had a user name and now I have an email address.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And if you need to add um members.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That access the online service center.
[AGENT][NEUTRAL] You can do that since you're the group contact person you can do that through the online service center you'll go to my groups and then add um members.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you'll have to set them up with their email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] Alright, I just got that invoice, so we are good, so I sure do appreciate it.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, you take care and thank you very much for calling APL M. [PII].
[CUSTOMER][POSITIVE] Thank you you have a good day.
[AGENT][NEUTRAL] You too bye bye ma'am.