AccountId: 011433970860
ContactId: 0ce485c9-4394-4741-b6f7-7b06410fadae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 660000 ms
Total Talk Time (AGENT): 170760 ms
Total Talk Time (CUSTOMER): 312008 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/0ce485c9-4394-4741-b6f7-7b06410fadae_20250603T19:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling because I'm having some troubles paying through the portal, so my group number is 15874.
[AGENT][POSITIVE] Thank you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, hold on one moment please.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify the group name, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Sima Telecom, yes, Sima Telecom. The mail address is [PII]. The email is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Wait one moment I'm sorry.
[CUSTOMER][POSITIVE] Don't worry.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It appears to be that kind of.
[CUSTOMER][NEGATIVE] Collected, but I had problems and I did it yesterday and it kept saying error error error so the amount due is still continue to be the same and now I cannot have the option to pay with the bank account we had registered so it gives me the option to print the coupon.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let's see, I'm trying to pull it up. Give me one moment.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] Uh, which invoice were you trying to pay?
[CUSTOMER][NEUTRAL] June invoice, so 6389686.
[AGENT][NEUTRAL] It looks like it showed that it came through, but you say you were able to print out a coupon?
[CUSTOMER][NEUTRAL] Yeah, actually.
[CUSTOMER][NEGATIVE] I don't know if it came through. Normally I get an email saying the payment was submitted or I could just put a screenshot on the payment and it just kept telling me error error error and now that was yesterday I called to the customer support number again and then they said that they were having some difficulties and to try again today I just try and now I can only see print coupon it doesn't let me pay through ACH.
[AGENT][NEUTRAL] Uh, it doesn't look like there's any open invoices.
[CUSTOMER][NEUTRAL] And I see here bill amount amount due bill date it's [PII], so I'm guessing the amount due is still there.
[AGENT][NEUTRAL] Well, it looks like we received that payment that it came through yesterday.
[CUSTOMER][NEUTRAL] OK, can you send me a receipt of the payment please so I can have it in my records.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see if they have that available uh with our billing department. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and billing. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing well thank you and yourself?
[AGENT][POSITIVE] Um, fine and [PII].
[AGENT][NEUTRAL] Done with this so yeah, I wish it would go through, but.
[CUSTOMER][NEUTRAL] Might as well be, huh.
[AGENT][NEUTRAL] Or everything work like it's supposed to. But anyway, um, I have a group admin on the phone and she said she tried to make a payment to the OSC, but it does look like it came through yesterday. Oh wait, today, sorry. And now she's asking for like a um print out receipt.
[AGENT][NEUTRAL] Email to her.
[CUSTOMER][NEGATIVE] Oh, we're not gonna be able to do that.
[AGENT][NEUTRAL] And on the OSCSE uh coupon to print.
[CUSTOMER][POSITIVE] OK, that's gonna be well.
[CUSTOMER][NEUTRAL] We can see what's that group number. Let me look and see because they've been having an issue on it all day with them. So what is I think a fresh desk ticket has been put in for that, but what is that group number and let's look at it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 15874.
[AGENT][NEUTRAL] And it just looks like the regular invoice on the premium due or amount billed amount due.
[AGENT][NEUTRAL] But it doesn't like show it's been paid, yeah.
[CUSTOMER][NEUTRAL] Is that what that coupons? Yeah.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEGATIVE] At least I saw my first one that go through because most of them calls that come through uh today and yesterday just show kept getting error.
[CUSTOMER][NEGATIVE] And now yesterday was terrible.
[AGENT][NEGATIVE] Yesterday was horrid.
[CUSTOMER][NEUTRAL] Terrible. Yes, it was. I agree with you 100%.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I was like, it was like every, almost every other call.
[AGENT][NEUTRAL] Today, at least I got a break.
[CUSTOMER][NEUTRAL] Yeah, I, I know.
[CUSTOMER][POSITIVE] I think we all got a break today because they fixed all the bugs, uh, or most of the bugs yesterday.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, you said you, who do you have on the phone?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm almost want to say bring it back to the way it was.
[AGENT][MIXED] But I kind of like the format, the way it looks. I just wish it would work.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][POSITIVE] I do too. I do too. Yes, right. And, and once I get it all done, it should.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But um,
[AGENT][NEUTRAL] Not a lot of people are patient.
[CUSTOMER][NEUTRAL] You know, like you said.
[CUSTOMER][NEUTRAL] Well, I think a lot of them too will be OK with it once they realize they can use their email address instead of having to create an a user name, mhm.
[AGENT][NEUTRAL] A username.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, no, dear, I'm not sure. Let me see what the last communication was. The fresh desk ticket was put in. I do know that.
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][NEGATIVE] They should have gotten an email with the confirmation number on it.
[AGENT][NEUTRAL] With the confirmation that it's been received?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Cause I'm showing that they said they pay current.
[AGENT][NEUTRAL] Huh, because I spoke, well, I sent, um.
[CUSTOMER][NEUTRAL] It's showing pay.
[AGENT][NEUTRAL] Even with this new OSC they're still supposed to receive a confirmation email?
[CUSTOMER][NEUTRAL] Supposed to.
[CUSTOMER][NEUTRAL] That's my understanding it's supposed to work exactly the same way.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Let me say something. I wanna try something real quick that might even help.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know, um, let me see, I may be wrong.
[CUSTOMER][NEUTRAL] The only thing [PII] I know on the old system.
[CUSTOMER][NEUTRAL] You can go to the old one.
[CUSTOMER][NEUTRAL] And pull up
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where it was done but I don't see a confirmation number.
[CUSTOMER][NEUTRAL] It shows that it's been went through.
[CUSTOMER][NEUTRAL] I, I did see a confirmation is 549254.
[CUSTOMER][NEUTRAL] But on the old system?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, have you still got her on the phone? I'm sorry.
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] I'm sorry, um, yes, she should get an email, but I mean I can talk to her. Uh, has she been verified?
[AGENT][NEUTRAL] Yes, I verify all their information.
[CUSTOMER][NEUTRAL] OK, um, and, um.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Have you got a good call back number for her just in case?
[AGENT][NEGATIVE] Oh shucks, um.
[AGENT][NEUTRAL] I didn't check that, my bad.
[AGENT][NEUTRAL] If I can get it real quick.
[CUSTOMER][POSITIVE] It's all good though.
[CUSTOMER][NEUTRAL] It's all good love. I mean, if you wanna, I mean that's up to you. I can tell her that they should get it, I mean, should have gotten a confirmation, um, but I don't know if you got the old, the new.
[CUSTOMER][NEUTRAL] The old ones pulled up as well.
[AGENT][NEGATIVE] I was never able to get anything from that old one. I can't even find the old one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What if they took it off because I can't even find it. Well, I appreciate you, Ms. [PII].
[CUSTOMER][POSITIVE] Uh, that's quite all right. I can help her.
[CUSTOMER][POSITIVE] It's all good, love. It's all good.
[AGENT][POSITIVE] You rock, thank you much.
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][POSITIVE] You're welcome. I can help her with that though. Thank you, dear. You got too.
[AGENT][POSITIVE] Awesome. Thank you. bye.
[CUSTOMER][NEUTRAL] Uh-huh, bye-bye.