AccountId: 011433970860
ContactId: 21ba7756-ce59-47a3-a828-a24dec91f231
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 853000 ms
Total Talk Time (AGENT): 284961 ms
Total Talk Time (CUSTOMER): 431937 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/21ba7756-ce59-47a3-a828-a24dec91f231_20250609T20:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Um, yes, hi, I've been trying to pay my premium time to log in. It gives me a different error message or we're updating or we're not updating or we can't find your account. So I just reset and they, I called and they told me to sign back in again to create a new account, which I did and now I'm trying to payvoices that are due and it's not letting me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so you have, you're the group administrator and you've created your new profile, but you're not able to submit your payment, is that correct?
[CUSTOMER][NEGATIVE] Yes, yes, and I have a, a couple months that I need to pay, so I would like to do that to get on up to date and it's the, the website never lets me.
[AGENT][NEUTRAL] OK, so I can try and help you with this. First off, who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] I'm so sorry about. What was the last name?
[CUSTOMER][NEUTRAL] [PII] for Eastern Fostering Corp.
[AGENT][NEUTRAL] Thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what is the group number, please?
[CUSTOMER][NEUTRAL] 80121
[AGENT][NEUTRAL] 80121. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. Give me one moment please to get the group's information pulled up out. I will have to verify several things with you first for security, so just a moment please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, you're welcome.
[AGENT][NEUTRAL] OK, so if you could please verify the group, you gave 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] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then the phone number that we have as the primary number for the group is the same as the one you gave me, so that is correct.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] So are you currently?
[CUSTOMER][NEUTRAL] Cause we get, I
[AGENT][NEUTRAL] I'm sorry. Go ahead now.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] What were you
[CUSTOMER][NEUTRAL] No, I was gonna say that I sent emails that your invoice is ready to view and when I go in to pay it didn't let doesn't let me and then the previous, uh, representative I spoke, yeah.
[CUSTOMER][NEGATIVE] Vamed the system so I had to create a new account so I did and then I'm like I told you I'm trying to go in and pay the ones that are past due and it's not letting me.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, so when you are signed in, which you said that you are, is that correct? Let me pull up the user eye because yes this is a new, this is a new system that went into effect last week though, so give me just a moment.
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Like I have 2 invoices paid in March and then we thought it was set up under automatic payment and then they said no it that.
[CUSTOMER][NEUTRAL] That was a misunderstanding we had, so I'm like, OK, then I tried to go in and then I created the new account now I'm trying to pay the ones that are.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Not letting me
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so do you see?
[AGENT][NEUTRAL] Are you able to see invoicing?
[AGENT][NEUTRAL] In the portal file.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's what I mean, yeah, yes, and I clicked the one for April to to get the oldest one out and it says action required.
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Is that under the open invoices tab?
[CUSTOMER][NEUTRAL] After reviewing
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says OK I was in my group and then I went to invoicing.
[AGENT][NEUTRAL] Uh-huh, invoicing, uh-huh, and there's 3 different, there you should see 3 different categories open, submitted, and paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see what the hold on because it's loading now.
[AGENT][NEUTRAL] OK. Yeah, sure.
[CUSTOMER][NEUTRAL] I saw all 3 invoices.
[CUSTOMER][NEUTRAL] I didn't notice what title they were under.
[AGENT][NEUTRAL] OK, so when you get back, so that's fine, you can.
[AGENT][NEUTRAL] That's fine. I, yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm loading.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I did see that I said the two that were paid which were the ones we did in March.
[CUSTOMER][NEUTRAL] And then it listed April, May, and June. And then, but I didn't see the headache. Let me see when it loads, it's a little slow.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] No hurry. I'm here to help you as long as that takes.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] But if I was doing it and they're coming from [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I know right.
[CUSTOMER][NEGATIVE] OK, now, also when I click thing it says due to scheduled maintenance the ability to download your invoice is unavailable.
[CUSTOMER][NEUTRAL] But it shows me the invoices.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] OK. Let's see. So I'm, I'm making a note here. Do you to scheduled maintenance? Is that what you said?
[CUSTOMER][NEUTRAL] Yeah it says due to schedule maintenance, the ability to download your invoice is unavailable, which I'm assuming that by downloading the invoice is when you're allowed, it enables you to pay it.
[AGENT][NEUTRAL] OK, so give me just, I'm not sure about, uh, but I'm gonna check for you. OK, so.
[CUSTOMER][NEUTRAL] But I
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] It's just it's still loading OK there.
[CUSTOMER][NEUTRAL] No it says no it just says yes open invoices, please review and submit the.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Yes, so then I'm gonna click the one from April. Let's start with the oldest.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so that's gonna be invoice 6,386,430, is that correct?
[CUSTOMER][NEUTRAL] Yeah, and then, then what do I do?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I hit submit invoice?
[AGENT][NEUTRAL] Uh, one second.
[AGENT][POSITIVE] Again, we're going through this together cause I, I'm not 100% sure, but I'm certainly gonna try and help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's
[AGENT][NEUTRAL] So I'm gonna
[CUSTOMER][NEUTRAL] OK, so after
[CUSTOMER][NEUTRAL] Please submit the invoice to complete the process. I'm gonna hit submit invoice and then it says payment select.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll do ACH.
[AGENT][NEUTRAL] Mhm, which your ACH information should have been in there.
[CUSTOMER][NEUTRAL] Next,
[AGENT][NEUTRAL] That is something that should have pulled over.
[CUSTOMER][NEUTRAL] Right, and then payment date.
[CUSTOMER][NEUTRAL] Mhm, it gives me today, obviously, and then when I hit next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh see now it works.
[CUSTOMER][POSITIVE] OK, now it works.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now will I be able to do all 3 today?
[AGENT][NEUTRAL] Yes, ma'am. I don't see why you shouldn't. I haven't been told that you, you know, that you could only do like one per day. Do you want to try to go ahead and submit that one just to make sure?
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then so OK invoice submitted. OK, now let me close this and see if it lets me do the other one.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And it should that invoice that you just submitted though you should now see that one under the submitted invoices.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, let me check, keep keep saying the same message letting me go forward.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it, OK.
[CUSTOMER][NEUTRAL] Yes, that one there and then it says submitted invoice, yes.
[AGENT][NEUTRAL] But it
[AGENT][NEUTRAL] OK. And now, so.
[CUSTOMER][NEGATIVE] Not paid but something.
[AGENT][NEUTRAL] Right, so once the ACH has fully been processed, then it should move down into that paid invoices.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Area.
[CUSTOMER][NEUTRAL] OK, let me try to do the one for May at least.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] ACH
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEGATIVE] It, it says application error.
[CUSTOMER][NEUTRAL] So do you think I have to wait for
[CUSTOMER][NEUTRAL] It to
[AGENT][NEUTRAL] I don't know. I can
[CUSTOMER][NEUTRAL] To go through
[AGENT][NEUTRAL] Mm, I, I would not think so, but I'm going to ask that question to see if, because you actually are the first caller that I have spoken to V that was trying to do multiple on the same day. So if you can bear with me just a moment so I can ask that question.
[CUSTOMER][NEUTRAL] Before I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm here. I'm gonna, I'm gonna try again slowly. OK. Paid is.
[CUSTOMER][NEUTRAL] 820,357,400 submitted and let me try this.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Why would I, why would I talk to?
[CUSTOMER][NEUTRAL] It just uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And are you trying it again now for the May invoice?
[CUSTOMER][NEUTRAL] I went through
[CUSTOMER][NEUTRAL] Yeah, it went through.
[AGENT][NEUTRAL] Oh it did. OK, so I guess it just took it a moment to like register that you were finished with the other invoice.
[CUSTOMER][NEUTRAL] Yeah, let's just since you're on there, let's just see if we do all of them.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] OK, now the only one, now it says like you said, paid the ones from March submit it I have.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] April and May. Now I'm gonna try to do.
[CUSTOMER][NEUTRAL] June
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] So then I have to.
[CUSTOMER][NEUTRAL] In addition to the mailing, which I might go paperless to avoid all that, just check the email and every month they'll send me the email and click there to pay or sign on to pay.
[CUSTOMER][NEUTRAL] Do you, do you see?
[AGENT][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] What date
[CUSTOMER][NEUTRAL] They're due
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] Let me see because I got premium period May premium due date [PII] and [PII].
[AGENT][NEUTRAL] Uh-huh, so it would
[AGENT][NEUTRAL] Right. So they're do, mhm.
[CUSTOMER][NEUTRAL] So I guess they're due um
[CUSTOMER][NEUTRAL] Yeah, so let me see.
[AGENT][POSITIVE] Yes, you're correct on that.
[CUSTOMER][NEUTRAL] OK, uh, submit.
[CUSTOMER][NEUTRAL] Done.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, now I'm gonna go to my group and invoicing.
[CUSTOMER][NEUTRAL] Do you think I should call here?
[CUSTOMER][NEUTRAL] And then let's see.
[CUSTOMER][NEUTRAL] OK, it says I have no open invoices.
[AGENT][NEUTRAL] OK. And so like I said, you should all see them now in that next category and then once the ACH has been processed, it will move into your pay category.
[CUSTOMER][NEUTRAL] OK, so then they're due on the [PII].
[CUSTOMER][NEUTRAL] So the next one would be due [PII] because we paid for.
[CUSTOMER][NEUTRAL] The one that says bill date [PII], is that for the June premium?
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] Uh, let's see. Give me one moment.
[CUSTOMER][NEUTRAL] Yes, because I said here I have the paper says invoice date [PII] for the May premium which is due on the [PII], so then the one I got mm.
[AGENT][POSITIVE] Say yes, ma'am, your group, correct. Your group does not, right, you do not pay in arrears. So yes, ma'am, that would be correct.
[CUSTOMER][NEUTRAL] So then the next one I'll get is.
[CUSTOMER][NEUTRAL] [PII] for the payment for July.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, even though the dates on the system and on the paper are different, but.
[CUSTOMER][NEUTRAL] OK, I'll just make a note of that to pay it.
[CUSTOMER][NEUTRAL] By the [PII].
[CUSTOMER][POSITIVE] OK, so now we're good for April, May and June, correct. OK. All right, it looks good then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right then. Well, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No, we're good right now thank you very much.
[AGENT][POSITIVE] Well, you are very welcome. And if there's anything else that comes up or you need to have questions about, please give us a call and we'll be more than happy to help you.
[CUSTOMER][POSITIVE] OK, thank you very much. Thank you.
[AGENT][POSITIVE] You're very welcome. Yes, ma'am and thank you for calling APL. I hope you have a nice evening.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Mm