AccountId: 011433970860
ContactId: 12633b60-52fe-41fd-af65-edcee65aaacb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 845869 ms
Total Talk Time (AGENT): 338264 ms
Total Talk Time (CUSTOMER): 340550 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/12633b60-52fe-41fd-af65-edcee65aaacb_20250620T20:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was calling to try to pay my bill. I was trying to get in online, but for some reason I'm having issues getting online and I was trying to pay it.
[CUSTOMER][NEUTRAL] From our company Sheri Tendercare.
[AGENT][NEUTRAL] OK, um, what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] and I already have it, uh, I already have it in the system where you could take it out of our, uh, checking account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I just, it should be on file.
[AGENT][NEUTRAL] OK, and what is your group it's for your group?
[CUSTOMER][POSITIVE] Yes, it's for our company.
[AGENT][NEUTRAL] What's the group name, the group number?
[CUSTOMER][NEUTRAL] Uh, I, I think it's uh 0129.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] OK, that's not the group number.
[CUSTOMER][NEUTRAL] It's not the group number. Let me see, uh, OK, I'm sorry, it's 269-02.
[AGENT][NEUTRAL] 26902.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what was the um
[AGENT][NEUTRAL] I'm sorry, what was the name of the company?
[CUSTOMER][NEUTRAL] The the company Sherry's Tendercare, C H E R I E apostrophe S, Tendercare L L C.
[AGENT][NEUTRAL] And what is the address that we have on file for that company?
[CUSTOMER][NEUTRAL] Uh, should be [PII], and that's in uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, and so I will say that about 2 weeks ago we got a new platform.
[AGENT][NEUTRAL] For the OSC so we're asking everyone to go in and create a new account. Um, once you create the new account everything will transfer over.
[CUSTOMER][NEGATIVE] Oh, so that's why I can't get in, yeah, because it's not letting me in.
[AGENT][NEUTRAL] Right, everything will transfer over.
[CUSTOMER][NEUTRAL] OK, so I gotta go and so create, create, create your OSC account?
[AGENT][NEUTRAL] Right, and I would for your group only fill out the information that is required and I'm sorry, what was your your full name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so when you go in the account and you'll go to create your OSC account you'll click click on group and then I believe the only required information that you should fill out is the group number and the email.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then from there you'll be able to access the account I will say it will.
[CUSTOMER][POSITIVE] OK great go to next.
[AGENT][NEUTRAL] It will verify your email each time.
[CUSTOMER][NEUTRAL] So the group number is the number I gave you.
[AGENT][NEUTRAL] Right, the 269-02.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm, I'm actually in the system while we're on the phone cause I was like, I know I ain't crazy.
[AGENT][POSITIVE] Yeah we got a new one.
[CUSTOMER][NEUTRAL] Cause I wrote down my password and everything.
[AGENT][NEUTRAL] You should be able to if you want to use the same password, um, the banking information and everything should stay there.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, it'll be email on record.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You can still leave normal.
[CUSTOMER][NEUTRAL] I uh.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Same error no user was found with the information that was entered.
[AGENT][NEUTRAL] All right, let me see.
[CUSTOMER][NEUTRAL] So I put the I put the group number in our zip code, the phone number.
[CUSTOMER][NEGATIVE] So I don't know why it's not showing it.
[AGENT][NEUTRAL] Alright, let me see here.
[CUSTOMER][POSITIVE] And I think I used the right
[AGENT][NEUTRAL] I can double check real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yeah, let me do it. So, um, go all the way back to [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And I'll I'll walk you through it and let's see what we, what we're doing here.
[CUSTOMER][NEUTRAL] And uh my email.
[CUSTOMER][NEUTRAL] OK, so I'm sorry, say that again, ma'am. I missed what you said. You said go back to what?
[AGENT][NEUTRAL] Go back to the very beginning where it says welcome to the online service center.
[CUSTOMER][NEUTRAL] OK, welcome to the online service center, OK.
[AGENT][NEUTRAL] Go to create your OSC account.
[CUSTOMER][NEUTRAL] OK, I clicked on that right.
[AGENT][NEUTRAL] Click on group and next.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] Now, um, add the group number that you have which is 269-02.
[CUSTOMER][NEUTRAL] 26902 OK.
[AGENT][NEUTRAL] And the email address that you verified with me, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] And click next and see if it's still if it's still not letting you in.
[CUSTOMER][NEUTRAL] So do you
[CUSTOMER][NEUTRAL] I, I wonder if they got the because I remember they had the did they update the um the the uh the address because at one time they had our old address and then I had to get the lady the new address.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I wouldn't fill out any of that information. Don't don't fill out any of that information. Just do the group number and the email.
[CUSTOMER][NEUTRAL] So do you think they still have the old?
[CUSTOMER][NEUTRAL] OK, alright, let me delete all this out.
[AGENT][NEUTRAL] For whatever reason, when people put in all of the information, it, it gives them an error, so only fill out that required those two things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the email me good number and that's what I did.
[CUSTOMER][NEUTRAL] OK, complete your account set up, continue.
[AGENT][NEUTRAL] There we go and then um you'll put your email in there again.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] The email again.
[AGENT][NEUTRAL] And then click send verification code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll, you should get a verification code fairly quick I believe it's from Microsoft for APL um if you don't see it immediately check your spam and I would verify the code and then uh do the password and everything.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just popped up.
[CUSTOMER][NEUTRAL] And the code is [PII].
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Uh, cool, OK.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] It's OK fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I verified it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] And they had something popped up say change email but don't worry about that right because I'm not, I don't wanna change my email.
[AGENT][NEUTRAL] Don't, don't do that. No. Right. Don't worry about that.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Um, and then, uh,
[CUSTOMER][NEUTRAL] OK, so I can keep the same password?
[AGENT][NEUTRAL] Yeah, if you want to, it shouldn't have you shouldn't have any issues with the using the new password um and then.
[AGENT][NEUTRAL] Uh, given I, I think it'll ask for a display name that'll just be whatever however you want the system to recognize you, um, it might ask for first and last name.
[AGENT][NEUTRAL] In which you'll just put your first and last name on there, uh, and that that should be it and then it'll take you.
[CUSTOMER][NEUTRAL] OK, it, it already popped up [PII].
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] And then it should just after that uh take you to the terms and conditions and.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] It'll say go to your dashboard and then you gotta log in all over again but it should be good to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the dashboard.
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] OK, it's asking me to send a verification code again.
[AGENT][NEUTRAL] Yeah, it'll do that every time you log in.
[AGENT][NEUTRAL] Uh, that's a new security feature.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now it comes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't think they sent the 2nd 1 yet.
[AGENT][NEUTRAL] Uh, don't click it again for a little bit just in case otherwise you'll have to keep waiting until you get the most recent code.
[CUSTOMER][NEUTRAL] OK, they sent it, they sent it. I see it.
[AGENT][NEUTRAL] OK, yeah, just just keep that in mind too if you ever don't see your code right away, um, the more times you click it, the more it's gonna keep sending you and you'll have to wait until all of them come because once a new code generates the the older codes don't work anymore.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] Oh next.
[CUSTOMER][NEUTRAL] OK, access product details, manage voicing, administrative employee coverage, always doing some kind of less a little.
[CUSTOMER][NEUTRAL] So it's, it's not the same, so it's not the same like the other ones are.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you're trying
[CUSTOMER][NEUTRAL] So what do I go to to
[CUSTOMER][NEUTRAL] I just want to pay the bill.
[AGENT][NEUTRAL] OK, so you will go to I believe it's my group or group details.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And then you'll see 3 tabs it says group details, invoicing, and employees.
[CUSTOMER][NEUTRAL] It's in my group and
[CUSTOMER][NEUTRAL] OK, so I go to invoicing?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then it should be open invoices submitted and paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, please review voice, OK.
[CUSTOMER][NEUTRAL] So what do I click on.
[CUSTOMER][NEUTRAL] OK, I see what was paid, so I'm trying to pay this new one.
[AGENT][NEUTRAL] OK, so uh it should be an open invoices you'll just click it should be, I, I believe it's blue or underlined or something and you'll click on it under open invoices.
[CUSTOMER][NEUTRAL] So what do I click on?
[CUSTOMER][NEUTRAL] OK, so, OK, click on a number.
[AGENT][NEUTRAL] Right, and sometimes.
[CUSTOMER][NEGATIVE] Unable to find the invoice you are looking for the error.
[AGENT][NEUTRAL] OK, yep, um, go ahead and click off of that, click off of that error message you'll still be able to pay it. It just means that you can't. I don't know why it gives you that. It just means that you can't get download the invoice while you're trying to pay it, but it should give you the option now to, to pay and your banking info did did transfer over. I did check on that as well.
[CUSTOMER][NEUTRAL] With this she's contract.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said that.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] I'm, I'm trying to get back to it, so go, OK, go to invoicing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Due to scheduling maintenance, the ability to download your invoices are unavailable at this time. Oh, so it's saying it's, it's under schedule maintenance.
[AGENT][NEUTRAL] Yeah, just, just keep going.
[AGENT][NEUTRAL] Yeah, just just keep going if there's a continue or whatever.
[CUSTOMER][NEUTRAL] OK, so,
[AGENT][NEUTRAL] I don't quite know what it looks like, but that's just a, you'll still be able to pay it.
[CUSTOMER][NEUTRAL] Alright, I'm just.
[CUSTOMER][NEUTRAL] I'm just trying to find what do I click on to be.
[CUSTOMER][NEGATIVE] Because when I, I, it's not, I can't click when I click on the, the, the invoice number, that's when they give me the error, so is there something else that I can.
[AGENT][NEUTRAL] Yeah, and then it should, it should still give you the option to continue um.
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Cause I know other people have gotten that error message, but they're still able to to pay it.
[CUSTOMER][NEUTRAL] OK, actually required. OK, I see it. OK, it did it this time. Alright, so go to submit submit invoice.
[AGENT][NEUTRAL] You see, OK.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 94 7 cents the me invoice.
[CUSTOMER][NEUTRAL] ACH.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Uh, 6:20.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][POSITIVE] Uh, 1383, that's correct.
[CUSTOMER][NEUTRAL] Uh, OK, submit.
[CUSTOMER][NEUTRAL] OK, so I submitted it.
[AGENT][NEUTRAL] OK and then you'll see it in submitted invoices and once the payment has been processed and gone through on our end it will go into paid invoices.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and so, and I can just print, how can I print out showing that I paid it? I guess I don't have to because it's it's already online so I don't have to.
[AGENT][NEUTRAL] Mhm. So,
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yeah, and there should be something that says, I believe it's print.
[AGENT][NEUTRAL] Invoice letter or invoice receipt, yeah, print coupon um that's that's basically uh it's that's if you ever want like a paper check, but that's also a good way to show that you've paid it as well um or once it's been paid you should be able to click on the invoice and see as well.
[CUSTOMER][NEUTRAL] Print coupons.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, I have it.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] No ma'am, that's it. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh, you too. Alright bye.
[AGENT][NEUTRAL] Bye.