AccountId: 011433970860
ContactId: 1a41db05-6d1a-4b5d-b8ff-59baa3c1441a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 620539 ms
Total Talk Time (AGENT): 195403 ms
Total Talk Time (CUSTOMER): 133684 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/1a41db05-6d1a-4b5d-b8ff-59baa3c1441a_20250603T14:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, this is [PII] with uh the Stranco Group. I went on the uh the website to pay our invoice yesterday and then I submitted the invoice then I went to pay it and it was giving me errors.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] And then so I've tried it again today. Now it's telling me the the invoice is submitted, but it's not allowing me to pay it.
[AGENT][NEUTRAL] Mm, OK, not able to pay. OK.
[AGENT][NEUTRAL] OK, let me see if we have a solution for that, Mr. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh [PII].
[AGENT][NEUTRAL] OK, and what is the group number?
[CUSTOMER][NEUTRAL] 25498.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] OK, let's see what we can learn today.
[AGENT][NEUTRAL] Alright, yeah, we all learning.
[AGENT][NEUTRAL] All new for us. Let's see.
[CUSTOMER][NEUTRAL] Yes, a new, a new website, huh?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, so let me go ahead and see what it will be the answer to this. And you're saying that you tried yesterday and now it's saying that it did submit it but you have not paid it. So um let's see. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, when I went to pay it, it was going through the process and it was telling it was an error to call, you know, the, the, the line, the number, and then, uh, I did that and we got disconnected and it was kind of late, oh close to [PII], so I'm gonna just try first thing in the morning.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Alright, so let me go ahead and send this request.
[AGENT][NEUTRAL] OK, it's probably gonna be a couple of minutes before they answer because like I said, we are working on learning how to navigate this new uh website so let's see, uh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And you're calling from the agent's office?
[CUSTOMER][NEUTRAL] Uh, I'm the, uh, employer.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What is the name of the group just to make sure I put the correct group.
[CUSTOMER][NEUTRAL] Uh, the, the Stranco group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're trying to submit the invoice for May uh May or June.
[CUSTOMER][NEUTRAL] June.
[AGENT][NEUTRAL] payment.
[CUSTOMER][NEGATIVE] It's been submitted it says but no option to pay it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you're using um Chrome?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] I just need to know about this. I'm sorry.
[AGENT][NEUTRAL] OK, now I'm still waiting for an answer. I'm just.
[CUSTOMER][POSITIVE] Uh no, no problem.
[AGENT][POSITIVE] Getting all details. Thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, while I wait on that um information, can you verify the mailing address for me?
[CUSTOMER][NEUTRAL] Sure, it's uh [PII].
[AGENT][NEUTRAL] We probably will have to call you back with that answer, but I'm still waiting to see if I can get an answer right now, OK?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's sad.
[CUSTOMER][NEUTRAL] Be ice cream
[CUSTOMER][NEUTRAL] Uh yeah hold on I I.
[AGENT][NEUTRAL] When you click on um for the payment, what is the error message saying exactly?
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] When you try or, are you getting any error message today or no?
[CUSTOMER][NEGATIVE] I had it yesterday and it no, I, I can't even process the payment. I was just, yeah.
[AGENT][NEUTRAL] OK, not bad.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It shows that the invoice is sub is submitted.
[CUSTOMER][NEUTRAL] And then when I click on it.
[CUSTOMER][NEUTRAL] It's just asking um.
[CUSTOMER][NEUTRAL] Well, let me see.
[CUSTOMER][NEGATIVE] Yeah, the only option I got is to print the coupon. Nothing about paying.
[AGENT][NEUTRAL] What about, uh, OK. So if you go and just do print coupon, it doesn't give you any other options?
[CUSTOMER][NEUTRAL] No ma'am, it just brings up the actual coupon to print that's it.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, I'll have to report this on to IT as well. So, um, bear with me just a second. I'm just gonna go ahead and pull that invoice number and send this request over.
[AGENT][NEUTRAL] IT.
[AGENT][NEUTRAL] and number.
[AGENT][NEUTRAL] OK, so that's 0006390751. That's the one you're looking at?
[CUSTOMER][NEUTRAL] 369-075-1, that's correct.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK, so I'll go ahead. I'm gonna have to send this to IT. They will have to do a research and see what's going on and why it's showing like that on the website, and then, um, they'll give you a call back to see what how we can fix this, OK? And I do apologize for the inconvenience. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right appreciate it no that's no problem no problem appreciate the help.
[AGENT][NEUTRAL] You're welcome, Mr. [PII], and may I have a um the spelling of your last name? I'm sorry, I didn't write it down correctly.
[CUSTOMER][NEUTRAL] That's OK. It's [PII]
[AGENT][NEUTRAL] OK, all right, I'll go ahead and send this over so they know who to call back. OK, in the [PII]. All right, you're welcome, Mr. [PII]. Have a good afternoon.
[CUSTOMER][POSITIVE] All right, thank you very much.
[CUSTOMER][POSITIVE] Uh, have a good day you too.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mm.
[CUSTOMER][NEUTRAL] Bye bye.