AccountId: 011433970860
ContactId: 1a3b65ee-ac1e-49a0-aa5d-0561462cacf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539890 ms
Total Talk Time (AGENT): 109824 ms
Total Talk Time (CUSTOMER): 272051 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/1a3b65ee-ac1e-49a0-aa5d-0561462cacf7_20250325T16:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi [PII], um, I have a question. I, I'm at a point where I typically get to and I get stuck because I'm not sure where I'm supposed to go. Uh, my, so I need your, your help. My group number is uh 16759.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna, I'm gonna put you on a.
[CUSTOMER][NEUTRAL] A uh
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my account number is 16759.
[AGENT][NEUTRAL] And are you, what are you trying to do? Are you on our portal or?
[CUSTOMER][NEUTRAL] We're not in the portal we're trying to get to the portal so we can make a payment.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And did you go to [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] [PII], yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I think we're talking about the same as you. [PII].
[AGENT][NEUTRAL] Yes, so and then you should be able to enter your user user name.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] We're already logged in.
[CUSTOMER][NEUTRAL] But I don't see a portal.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Is it um what does it show?
[CUSTOMER][NEUTRAL] My billing open invoices on the left.
[CUSTOMER][NEUTRAL] Submitted invoices and paid invoices.
[AGENT][NEUTRAL] Are you wanting to
[CUSTOMER][NEUTRAL] And then billing details below that.
[CUSTOMER][NEUTRAL] I want to pay the invoice so uh.
[AGENT][NEUTRAL] Are you want
[AGENT][NEUTRAL] OK, does it have an open invoice?
[CUSTOMER][NEUTRAL] I want to make a payment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, are you able to click on that?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It it it looks like something you we were sending a paper check.
[AGENT][NEUTRAL] OK, you're wanting to send a paper check or you wanting to pay online?
[CUSTOMER][NEUTRAL] Online.
[AGENT][NEUTRAL] Online, OK, let me see how you're.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I've, I've checked all the, uh, to make sure that all the people, uh.
[CUSTOMER][NEUTRAL] Uh, are still working with me and they are. I checked all of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, this is for, for March. I haven't paid March yet.
[AGENT][NEUTRAL] OK. And who was I speaking with? I'm sorry.
[CUSTOMER][NEUTRAL] Uh [PII] And the point that where I am right now is that the submit submit invoices with a check mark.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It does it give you an error code or what happens when you.
[AGENT][NEUTRAL] Click on that.
[CUSTOMER][NEUTRAL] No, no, it's not, not an error code.
[CUSTOMER][NEUTRAL] It's a, it's a.
[CUSTOMER][NEUTRAL] A point where I get
[CUSTOMER][NEUTRAL] Stuck, uh, each time, uh, submitted invoices, loading invoices off to my right it shows me the paid invoices.
[CUSTOMER][NEUTRAL] For uh different months. The last one was [PII].
[CUSTOMER][NEUTRAL] Uh, December.
[AGENT][NEUTRAL] OK, let me, uh, let me pull something up real quick if you don't mind if you can hold on just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I think, I think I should.
[CUSTOMER][NEUTRAL] This is the invoice number is 6381967. I think I'm supposed to click on the bill date. I got the invoice.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] Uh, either the invoice number.
[AGENT][NEUTRAL] You should be able to click on the invoice number and it should bring it up.
[CUSTOMER][POSITIVE] Oh, perfect. What's it again. Go right here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It shows billing details.
[CUSTOMER][NEUTRAL] Invoice total due.
[CUSTOMER][NEGATIVE] But I don't see any place to.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] It it's gonna
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, there's nowhere to click pay or?
[AGENT][NEUTRAL] On there
[CUSTOMER][NEUTRAL] Submit submit invoice to finalize the invoice and generate a coupon.
[CUSTOMER][NEUTRAL] I don't see
[AGENT][NEUTRAL] Um, let's
[CUSTOMER][NEUTRAL] Anything that says.
[CUSTOMER][NEUTRAL] Oh, I see submit invoice.
[CUSTOMER][NEUTRAL] OK, got it check by mail one time EFT. Yeah, yeah, so yes, OK, alright, OK, now I'm supposed to get, uh, we set up payment date and I think the next thing I'm supposed to do is hit confirm payment information. I have to do this first.
[AGENT][NEUTRAL] Yes, so it should walk you through those steps to finish out the payment.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And and then the next is uh just hit submitting.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And it should be moving over to number 3. Complete.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It's still working.
[CUSTOMER][NEUTRAL] You're saying that because it's not dark. Well, down here it still says submitting that that submitting it's not submitted.
[CUSTOMER][NEUTRAL] There are, there are 3 steps, right? There's one is it set up date, uh, payment.
[CUSTOMER][NEUTRAL] And then 2 is confirming payment information. I don't, I don't, I don't have, I don't think I have to hit that. OK, it's done. Now click on uh number 3 complete. I don't click on that. It's just showing.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It says the confirmation number print this page if you want a copy of the invoice which you don't. Yeah, yeah, we, we don't have fire works. You want it? Yeah, just in case.
[CUSTOMER][NEUTRAL] In case there's a question.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did it go through?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Just.
[CUSTOMER][NEUTRAL] OK, do you show on your end that it's been paid?
[AGENT][NEUTRAL] Um, it, it'll show up within 24 hours, so I, I won't be able to see anything yet, but if, if you've got the confirmation, that's, that means that it's been paid and being transmitted to our system.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it'll post within 24 hours so.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEGATIVE] Yeah, yeah, we got it. This is where I get stuck every single month.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][MIXED] Thing it really doesn't, it's not your fault it's just, you know, you didn't design the the page but I appreciate you helping us with this because I've never done this before, so. And I've, I've done it for the past 10 to 12 years longer than that, and I always have the same problem.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, please just feel free to call us in the future again. We're always here to help. We'll walk you through it, OK?
[CUSTOMER][NEUTRAL] You just
[CUSTOMER][POSITIVE] Well you guys have, you all have been, you're really been, uh, really good about this all this 20 years or whatever I've been doing.
[AGENT][POSITIVE] Well, thank you. We
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Have a great day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] What part of [PII] you aren't you guys from [PII] or somewhere?
[AGENT][NEUTRAL] I'm not, so we're out of [PII], um [PII], [PII], and then I'm, I'm in [PII], so.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] But the company is in uh [PII] or [PII] I mean uh yeah.
[AGENT][NEUTRAL] Uh, it's in [PII], yep.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK then thank you very much.
[AGENT][POSITIVE] OK thank you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye.