AccountId: 011433970860
ContactId: 0fc15615-b243-4687-b291-995e0dc563b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1388369 ms
Total Talk Time (AGENT): 417077 ms
Total Talk Time (CUSTOMER): 438039 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/0fc15615-b243-4687-b291-995e0dc563b6_20250603T12:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Um, yes, ma'am, my name's [PII] with, uh, Coral Springs and Pria District. I'm the director of HR. I called yesterday morning. Um, I was trying to pay my bill and y'all have completely changed your website and I cannot get in it and they couldn't get me in it and no one called me back like they were supposed to. Can I get an update what's going on? What do I need to do? I can't do anything because of this website change that no one knew about.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so you are calling to see if you're, if I can help you with getting signed into the new portal?
[CUSTOMER][NEGATIVE] Yeah, it's terrible that no I mean it's not you. I'm not you I your company's just, I've never seen this before in my life where if you're gonna change something nothing carries over so it's not allowing me to do anything. I created a new thing like they told me yesterday and then I, I do a reset password because I have no idea what the password is since nothing's on there and it says I don't it sends me the all all the the code to put in.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Authentication.
[CUSTOMER][NEGATIVE] And then it says uh provider user ID doesn't exist so I'm at a loss and they were supposed to call me back yesterday and then I sat on hold for 40 minutes since they didn't call me back so I'm sure it's because of this website so anyway I just need to know what I need to do.
[AGENT][NEUTRAL] OK, so I can certainly try and help you to see if we can get you signed in this morning. Um, so again, if you could please give me your name.
[CUSTOMER][NEUTRAL] Uh, my name's [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then what is the group number that you're calling on behalf of?
[CUSTOMER][NEUTRAL] I think it's 16577.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, [PII] to get your um group's information pulled up. I will have to verify some things with you first for security, so just one moment please.
[AGENT][NEUTRAL] OK, and you've already given me the group name if you could please verify the group's address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly, your, the phone number that we do have on file for the group is the same as the one that you gave me, so that is the best contact number. Is that correct?
[AGENT][NEUTRAL] That we should have
[CUSTOMER][NEUTRAL] Yeah, that's my direct line.
[AGENT][NEUTRAL] OK. All right. So you were never able to fully or you were able to set up your account?
[CUSTOMER][NEGATIVE] No, this is this whoever did this just needs to be fired. It's about stupid shit. I've never seen a company change a website and nothing transfers over or anything, so no, it won't let me. So there's nothing I can do. That's why they were even that they couldn't even help me yesterday morning. So that's why they said they'd call back, but, but they never did and then I called back.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know? Yes, sir. Uh-huh.
[AGENT][NEUTRAL] [PII], do you know who you spoke with yesterday morning?
[CUSTOMER][NEUTRAL] I have no idea. I have no idea.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so let's see, I know that yesterday morning there were some issues, but I believe that a large portion of those were resolved. I know that IT, our IT department was working very diligently and that are you where you could try again with you and I on the phone to see if we can set this up together?
[CUSTOMER][NEUTRAL] Yeah, so I, I, I guess I'll, I'll go back to the beginning. I've already tried it this morning, so I, I'll go, so on the new website or whatever I'm gonna hit this create your OSC account.
[AGENT][POSITIVE] Uh yes, sir. Uh-huh. That is correct.
[CUSTOMER][NEUTRAL] Right and then I hear I hit group because I'm a group correct?
[AGENT][POSITIVE] That is correct. Yes, sir.
[CUSTOMER][NEUTRAL] And I hit next, the group number is 16577.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Zip code [PII] phone number [PII]. City is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email is [PII] and the state is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, so is that all correct?
[AGENT][NEUTRAL] That matches what I can see in our system. Yes, sir. And, yes, sir.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] So I'm hitting next
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And it says sign up complete your account set up either continue or cancel so I'm gonna hit continue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It's me for email [PII] uh.
[CUSTOMER][NEUTRAL] What's the display name?
[AGENT][NEUTRAL] Use, um, well, I mean, you could put [PII]. I mean, that could be.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, given name but that's OK, so do I hit.
[CUSTOMER][NEUTRAL] Verification is necessary. I put my email and I password in, but do I hit continue or send verification code?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now you're gonna do send verification code right there.
[CUSTOMER][NEGATIVE] You know, they, I'm, I can't believe they let this go through without checking all this stuff if this wasn't here yesterday.
[CUSTOMER][NEUTRAL] And it wasn't here this morning when I came in, so it must.
[AGENT][NEUTRAL] As I
[AGENT][NEUTRAL] Yeah, and now
[CUSTOMER][NEUTRAL] Yeah I know I know.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] I do know there was an issue yesterday, but they were working on getting that corrected.
[CUSTOMER][NEUTRAL] So yeah
[CUSTOMER][NEUTRAL] So now I'm gonna hit verify code correct?
[AGENT][POSITIVE] Yes, sir, and I believe that that's going to send you.
[CUSTOMER][NEUTRAL] And OK, so now I did that. I, I put up password in and I'm gonna hit continue now correct?
[AGENT][NEUTRAL] An email
[AGENT][NEUTRAL] Yes, sir. I believe so. Hm.
[CUSTOMER][NEUTRAL] OK, I agree I guess I'm agreeing to both of these.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so now it.
[CUSTOMER][NEUTRAL] OK, so it, it, it, it, it, I went back to the dashboard and then I went and logged in now it's asking me to send another verification, is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct. Yes, that's, yes, sir. I believe because that is kind of like a two-factor authentication.
[CUSTOMER][POSITIVE] It's a miracle. Alright, so, oh god this.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, so I'm on the dashboard now so.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yes it's
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so that's my grove Greek detail report no demo cards.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Where?
[CUSTOMER][NEUTRAL] Where do I go?
[AGENT][NEUTRAL] OK, do you see the my group tab or where it says, OK, so do you see a tab that says um.
[CUSTOMER][POSITIVE] I'm on my group, yes, yes.
[AGENT][NEUTRAL] Under the group, OK, let's see invoicing tab, do you see an invoicing?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm gonna do the invoice.
[CUSTOMER][NEUTRAL] Yeah, I, yeah, I, I, I pulled the invoicing tab up, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So hold on one second, let me, I gotta, I've already reconciled it. I, I just wait to the first of the month to pay. Let's see, APL 1782 78, OK.
[CUSTOMER][NEUTRAL] OK, so, OK, submit invoice.
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] I'm gonna hit ACH, but does it have the the old stuff?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I believe so, [PII]. I believe that the that that information should be there.
[CUSTOMER][NEUTRAL] OK, it came up. I, I'll check with her and then then just hit submit.
[AGENT][NEUTRAL] Yes sir and if you had any additional users assigned to the group besides yourself, it would be just like when you did before assigning, you know, reassigning them.
[AGENT][NEUTRAL] As well. So, I mean, I don't know, I can't see the old information, you know, on the group.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, alright, give me.
[CUSTOMER][NEUTRAL] Yeah, that's, that's fine. 356 8. Let me give me one second. I gotta ask my.
[AGENT][NEUTRAL] Yes, sir. Sure.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Get to that so 358.
[CUSTOMER][NEUTRAL] That's the Bank United
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I just wanted to verify with our director of finance that.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Bank account
[CUSTOMER][NEGATIVE] There was an error processing your request.
[CUSTOMER][NEGATIVE] The there was an error processing request if this persists, please call customer service option for it.
[AGENT][NEUTRAL] OK, so when did you receive that error message, [PII], on what step?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So I'm on the I'm I hit invoicing so my bills up right?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, so I, I'm, it says after reviewing please submit the invoice to complete the process, so I'm hitting submit invoice I hit ACH. I hit next.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And today, today's date I hit next and then it brought up the amount, the payment date.
[CUSTOMER][NEUTRAL] You know the account number and routing number and then I hit submit.
[CUSTOMER][NEUTRAL] And then it it puts an error that error, there's an error process in your request.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see, give me just a moment.
[AGENT][NEUTRAL] OK, [PII], give me just a moment to look at something, please.
[AGENT][POSITIVE] OK. So what I'm gonna need to do, [PII], and I'm so sorry to have to tell you this because I know that you're frustrated and I completely understand that.
[AGENT][NEUTRAL] OK, so we have the account now set up, but you're just receiving, it'll let you get all the way to submitting your payment, and when you click submit payment, it's giving you an error that says,
[AGENT][NEUTRAL] Not able to process your request. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, so it, it's a little box that pops up in the top right corner. I'm gonna do it one more time. So once I hit submit invoice, I, I, I click ACH the next for it has today's date and then it brings up the amount ACH in the account and then I hit submit and then it said a little error box pops up in the top right corner says if it persists please call customer service with [PII].
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] OK. So just a moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so [PII], what I'm gonna have to do is I'm going to have to report this error message.
[AGENT][NEUTRAL] Because I'm, I'm aware that there have been some other people that have also received that message. IT is working on this, um.
[AGENT][NEUTRAL] But if you will give me just a minute so that I can send this request right now while you and I are on the phone, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And again, it says not
[AGENT][NEUTRAL] I'm so sorry to have to make you repeat it. Is that error message still up or does it, is it error processing request? It was that what it was? I know it's when you submit your payments.
[CUSTOMER][NEUTRAL] Yeah, it just says there yeah it says if it it persists please contact uh.
[CUSTOMER][NEUTRAL] Customer service option 4 yes.
[AGENT][NEUTRAL] And do you have the invoice number up [PII] that you could provide for me?
[CUSTOMER][NEUTRAL] 638.
[CUSTOMER][NEUTRAL] 9760.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you prefer, [PII], I know that someone did not call you back yesterday, but would you prefer to have someone call you or email you?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Which is
[CUSTOMER][NEGATIVE] Yeah, I don't care. Call or you know, I, it doesn't matter. Just whenever they fix it, I, you're the ones not getting paid, not me. I just wanna get this over with and get all these bugs worked out so I don't have to deal with it going forward.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the [PII] will be the best contact number for you. Is that correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And which browser are you using?
[AGENT][NEUTRAL] That is one of the things. Chrome, OK, OK.
[CUSTOMER][NEUTRAL] Cro Crome.
[CUSTOMER][NEUTRAL] From
[AGENT][NEUTRAL] OK, [PII]. So I have just
[AGENT][NEUTRAL] Added in on this.
[AGENT][NEUTRAL] This ticket on this log, um, for you.
[AGENT][NEUTRAL] So that they can check this.
[AGENT][POSITIVE] And I do apologize about the inconvenience. I know that it is not ideal, and I am very sorry about that. But I assure you that they are looking into it and that someone will call you back once we have an update on this.
[AGENT][NEUTRAL] Cause I did put in for a callback for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Now, um,
[AGENT][NEUTRAL] If you would want to pay it over the phone temporarily, you know, I can connect you with someone who can process that payment, OK.
[CUSTOMER][POSITIVE] No, that's all right. No, I, no, I'd rather just get it fixed so I, so it's all I know it's good going forward.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Absolutely, and I totally understand that. And again, that invoice number, I just want to reverify it one more time, was 6,389,760?
[CUSTOMER][NEUTRAL] Um, 954-796 0 invoice number 6,389,760.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[AGENT][POSITIVE] OK, perfect. OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And let's
[AGENT][NEUTRAL] [PII], give me just one moment. Now I'm.
[AGENT][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] OK, [PII]. So if I, I've got this all information input now.
[AGENT][NEUTRAL] So, is there anything else that I could try and help you with at the moment?
[CUSTOMER][POSITIVE] Uh, no, I'm good right now, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. And thank you again for calling APL. Again, I'm very sorry about the circumstances, but I can assure you they are working on it.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome and I hope you have a nice day.
[CUSTOMER][POSITIVE] You too alright bye bye.
[AGENT][POSITIVE] Yes sir, thank you, bye bye.