AccountId: 011433970860
ContactId: 238560f1-3d5d-46e6-a25a-b4f05bd0faa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266739 ms
Total Talk Time (AGENT): 88570 ms
Total Talk Time (CUSTOMER): 101747 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/238560f1-3d5d-46e6-a25a-b4f05bd0faa0_20250625T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, hi, good morning, um, I am trying to make a payment on our account.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And I can't figure it out ever since the system like changed and everything.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, have you created a new um online service in our account?
[CUSTOMER][NEUTRAL] I'm trying to
[CUSTOMER][NEUTRAL] Yeah, yeah, so I'm logged in and I just can't, I don't know where to go from here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're logged in OK perfect so once you're logged in um you'll click on my group.
[AGENT][NEUTRAL] And then click on invoicing.
[AGENT][NEUTRAL] And you'll click on the invoice you're wanting to pay.
[AGENT][NEUTRAL] And that's where you'll um.
[CUSTOMER][NEUTRAL] OK, that's where I think I was getting.
[CUSTOMER][NEGATIVE] I, I'm sorry this is taking this taking forever to load, but that I think I got up to there and then I just kept getting errors and I've been trying since last week.
[AGENT][NEUTRAL] Yeah, that we, yeah, it's been.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEGATIVE] A little slow this week on on the online service center.
[CUSTOMER][NEUTRAL] So go to my group, go to group. OK, that's where I went and then invoicing is that right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Yeah this is up to where I got and then when I try to click on it I just keep getting errors.
[CUSTOMER][NEUTRAL] Well, I get like a hazard warning sign that says please review and submit the invoices um.
[AGENT][NEUTRAL] Which that'll, that'll come up every time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my gosh, it's open invoices, so that means we haven't paid June either yeah we haven't been able to.
[CUSTOMER][NEGATIVE] I could have sworn to pay um.
[CUSTOMER][NEUTRAL] That's one page that you
[CUSTOMER][NEUTRAL] So I have to click on the open invoices.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's really at the office.
[CUSTOMER][NEUTRAL] the process
[CUSTOMER][NEUTRAL] Is there a way to set this up for automatic payments?
[AGENT][NEUTRAL] Um, no, ma'am, we don't have any kind of bank draft at the moment at the group level, um, but what you can do is you can email a request to get our ACH information and then you can set it up with your bank, but it's something that you would have to initiate each month we don't do um any kind of bank draft.
[CUSTOMER][NEUTRAL] OK, um, can you, would you be able to just double check for me and make sure, um, I, I submitted a payment now.
[AGENT][NEUTRAL] Yeah, what's the group number?
[CUSTOMER][NEUTRAL] I believe um group number I see that.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 0 80109.
[AGENT][NEUTRAL] 80, hang on.
[AGENT][NEUTRAL] 80109.
[CUSTOMER][NEUTRAL] 9.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All righty. Yes, ma'am. I see that the June, uh, is scheduled to be paid today, so it'll go through, um, in our nightly process tonight.
[CUSTOMER][NEUTRAL] OK, so then the next payment is due for [PII] because this one is technically late.
[AGENT][NEUTRAL] Well, it's due within the month of July.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] OK, let me print these out then. OK, so then I'll just make another payment um next week for the for the July.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it. I don't know why it wasn't working before. I've been trying since last week.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] It, it's just with it, it being a new system, they're rolling out updates, um, the entire entire time, so it, it gets backed up and gets slow and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] But hopefully here, here in a little while, it'll get faster and better.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.