AccountId: 011433970860
ContactId: 200aa130-1a61-455e-aca1-559174d3dbd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 608309 ms
Total Talk Time (AGENT): 153413 ms
Total Talk Time (CUSTOMER): 247743 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/200aa130-1a61-455e-aca1-559174d3dbd3_20250625T15:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I'm trying to sign in online to make a payment, but
[CUSTOMER][NEUTRAL] It's not allowing me to do so so I was wondering if I could give you the invoice number and I could pay you over the phone?
[AGENT][NEUTRAL] Oh, I can transfer you to our billing department. Are you calling as far as a group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that group number, please?
[CUSTOMER][NEUTRAL] Um, OK, so I have either an invoice or I have like uh another number it says RE outstanding invoice.
[AGENT][NEUTRAL] Oh, what's the invoice number?
[CUSTOMER][NEUTRAL] I'm assuming maybe
[CUSTOMER][NEUTRAL] The invoice number is 0006388784.
[AGENT][NEUTRAL] OK, thank you. Give me one moment, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh now see.
[AGENT][NEUTRAL] OK, this is for May.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] I see, 26.
[CUSTOMER][NEGATIVE] I mean if if we could pay May and June that would be fine as well. I just don't, I don't understand why I can't set up an automatic payment.
[AGENT][NEUTRAL] Um, were you able to, well, you say you had issues on trying to set up on the online service center, is that correct?
[CUSTOMER][NEUTRAL] I believe I logged in before but I, I got a like when I hit log in it's asking me for an email address but when I look back in my records it wasn't an email address to use for the log in.
[AGENT][NEUTRAL] Uh, yes, ma'am, because the online service center was updated and so you have to create a new login.
[CUSTOMER][NEUTRAL] Oh, OK, well that would explain that then.
[AGENT][NEUTRAL] And verify the group name, uh, mailing address, phone number and the email address, please.
[CUSTOMER][NEUTRAL] OK, that should be Poly Level USA Inc. with the DBA as Polylist. The address is [PII], and I'm sorry, what else did you need?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, email address and phone number.
[CUSTOMER][NEUTRAL] I would assume it would be the info at [PII] and the phone number is [PII].
[AGENT][NEUTRAL] Uh, that is what we have, yes, ma'am. So you, um, create a new account.
[CUSTOMER][POSITIVE] Beautiful good.
[AGENT][NEUTRAL] It's select group
[CUSTOMER][NEUTRAL] OK, and then which role best describes me a group?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] Would that be that um
[AGENT][NEUTRAL] 0, 268. Yes, ma'am.
[CUSTOMER][NEUTRAL] 26892.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you've entered your the information, it should allow you to set up a, um, well, send an email with a verification code to that email address.
[CUSTOMER][POSITIVE] Yeah, absolutely, mhm, I have that right now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Now then will I be able to make this payment online by myself or you don't need to transfer me to?
[CUSTOMER][NEUTRAL] Um, anyone or?
[AGENT][NEUTRAL] Uh, you should be able to, yes, ma'am. Uh, once you set up and are on the site.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, at the corner it should be a little blue box. Um, you click on that, that's where it goes for your profile and you can make sure the banking information is in there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now it's asking for my given name and my surname. Am I able to put my own since I'll be handling this or does it need to be the person on the account?
[AGENT][NEGATIVE] No, no, you can disregard that.
[CUSTOMER][POSITIVE] Oh OK good so I don't even have to put that in?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Alright, I
[CUSTOMER][NEUTRAL] OK, now I'm able to go to my dashboard let me see.
[AGENT][NEUTRAL] It should show invoicing and then um.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Let me go.
[CUSTOMER][NEGATIVE] He had sent another verification code unfortunately.
[AGENT][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] And I want to go sign.
[AGENT][NEUTRAL] Each time it's gonna.
[CUSTOMER][NEUTRAL] You know, all of these pasts and everything else, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, there's another verification code.
[CUSTOMER][NEGATIVE] I mean, I don't know if you need to sit on the phone with me or not. I don't wanna take up your time if it's.
[AGENT][NEUTRAL] No, no, you're fine. I just, um, just wanna make sure you're able to get on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I appreciate that. Thank you. Now I, it's spinning.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let's change again.
[CUSTOMER][NEUTRAL] I'm sorry I didn't take the last verification code so I had to ask for a new one.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Where did that screen go?
[CUSTOMER][POSITIVE] Right now I can continue.
[CUSTOMER][NEUTRAL] Right now I'm in my dashboard.
[AGENT][NEUTRAL] OK, and it should.
[CUSTOMER][POSITIVE] They welcome me to the service center. It's gonna send me through all kinds of stuff. Start my claim this resource center manage users contact done, OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] If you look under my group, it should show a category for invoicing.
[CUSTOMER][POSITIVE] OK, great. Yes, there it is.
[AGENT][NEUTRAL] And what should happen is that.
[CUSTOMER][NEUTRAL] Due to scheduled maintenance, the ability to download your invoice is unavailable at this time. For assistance, please email our billing team at [PII].
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Bless it, I know they were having an issues as far as downloading, but it should show like open invoice numbers to where you click on it and then ask for the payment option.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It does, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you wanna make a payment, it just.
[CUSTOMER][NEGATIVE] Unable to find.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Unable to find the invoice you're looking for if this error persists, please contact customer service.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look at this real quick.
[AGENT][NEUTRAL] car
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] Action required submit invoice.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] It only allows me to do an ACH or a paper check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it has all the information already in there.
[AGENT][POSITIVE] Oh, that's good.
[CUSTOMER][NEUTRAL] OK, yes, yes, OK, so return, so I did.
[CUSTOMER][POSITIVE] May, so let's do June as well because we don't wanna be late for that.
[CUSTOMER][POSITIVE] So I should be fine. I mean, I have it here now, so this is great, and I'm logged in so it shouldn't be an issue moving forward, yeah, and I'll just, it will send an email to, um, [PII] letting us know that the payment is due so we don't uh find ourselves late again.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good deal.
[AGENT][NEUTRAL] It should, yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, great.
[CUSTOMER][POSITIVE] All right, well I do appreciate all your help thank you so very much.
[AGENT][POSITIVE] You are welcome and thanks for calling APL. You have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] All right, you do the same. Thank you.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.