AccountId: 011433970860
ContactId: 24f178a8-1514-481e-9531-c114f9fda3a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302519 ms
Total Talk Time (AGENT): 128141 ms
Total Talk Time (CUSTOMER): 173390 ms
Interruptions: 6
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/24f178a8-1514-481e-9531-c114f9fda3a3_20250612T19:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Yeah, I need to pay an invoice and I used to pay it online ACH and for the life of me I cannot figure out how to do it.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, OK. I can help you. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII] and [PII] is my last name.
[AGENT][NEUTRAL] OK, thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and um may I have the group number?
[CUSTOMER][NEUTRAL] 25781.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. So are you in the portal right now? Yeah.
[CUSTOMER][NEGATIVE] No and I don't I don't usually access the um so I'm not the HR person I'm the accounts payable person but I had the log in to pay this and I've been paying it every month and for some reason it's like vanished from my computer I can't figure it out so I can't even get in and when I go to reset the password.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] It's probably someone else's email that the reset thing is going to because I don't even know how to get in anymore and of course it's not on my safe password list I.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I can pay it over the phone today or like whatever I can do to get it paid.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You can.
[AGENT][NEUTRAL] Yes, let's, let's go ahead and pay it over the phone with a credit card because we have changed the, the platform for our website and on the main contact person is to go ahead and create the account again and add you to it in order for you to.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Oh no wonder I'm like, let me tell you I have been trying for two weeks to get in this portal. I'm like there's no way I have like messed this up this royally. OK, I have the um accountant routing memorized, but I don't have the credit card memorized. Do you want a credit card you said?
[AGENT][NEUTRAL] Oh boy.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, it has to be a credit. We, we cannot take uh um an ACH over the phone, it has to be a credit card. Mhm.
[CUSTOMER][NEUTRAL] Credit card. Hey, [PII], can you bring me the um AP card pretty please?
[CUSTOMER][NEUTRAL] OK, the credit card's on its way.
[AGENT][NEUTRAL] OK, so I'm gonna go ahead and get you're welcome. I'm gonna go ahead and get the group billing department to take that payment. They're the ones that process the payments, but I'll go ahead and let him know, let them know which one you want to pay. So you're paying in June invoice.
[CUSTOMER][POSITIVE] I appreciate this.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yeah and then I'll tell [PII] to look out, yes, and unless July is is up too and shoot I'll pay them both to get us through two months it whatever you wanna do. It went to [PII], uh, like they got a new online platform and she's got to set it all up again she'll never do that, so we're gonna be calling every month to pay this thing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Not yet.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] All right, OK, so let me go ahead and get the group billing department on the line, OK? One moment.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] New
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hey, so, I'm good, sweetie. How are you?
[AGENT][POSITIVE] Hey, I'm good, I'm good, thank you.
[CUSTOMER][NEUTRAL] Do it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I have a group in the line that would like to make a credit card payment.
[CUSTOMER][NEUTRAL] OK, let me talk to him. The site's down right now, but let me just let him know that I'll give him a call back. What's the name of the person? Yeah, I don't know because I don't know what's going on with it. Let me try to log into one more time, OK? I know [PII] can't get into it either. I mean, you can try somebody else, but if I can't get into it, I don't think it's working. Yeah, well, who am I talking to, sweetheart?
[AGENT][NEUTRAL] Oh boy. 00.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, her name is [PII].
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] It's 25781.
[CUSTOMER][NEUTRAL] OK, spell the first name.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] 00 that's pretty new. OK, did you get a callback number for?
[AGENT][NEUTRAL] Um, yes, and chief accounts payable, um, is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, so I'll be glad, I'll, I'll be glad so I can call her back. Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, you're welcome. Here she comes. Have a good afternoon. Thank you. You're welcome. Thank you. Bye-bye. Thank you for holding and being patient for me, Miss [PII]. I got Ms. [PII] on the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] All right. Thanks. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][POSITIVE] You too bye. Hey, good afternoon how are you doing today? Hi, I'm good.