AccountId: 011433970860
ContactId: 26fd361f-a2da-4e3f-a196-92b7e2b422ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1579260 ms
Total Talk Time (AGENT): 326996 ms
Total Talk Time (CUSTOMER): 344809 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/26fd361f-a2da-4e3f-a196-92b7e2b422ad_20250612T13:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] from the line Construction, and I was trying to make a payment online and I, I, I don't know how to do it with the new, you know, platform, so I was wondering if you can help me with that.
[AGENT][NEUTRAL] Sure, sure, Mr. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][POSITIVE] Thank you. And may I have the group number?
[CUSTOMER][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] It's 21649.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for security, may I have the address and the email address on file?
[CUSTOMER][NEUTRAL] Yes, the address is [PII].
[CUSTOMER][NEUTRAL] And you should have [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, uh, let's see. So, um, right now you are in the online service center?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, let's see so uh are you under invoicing?
[AGENT][NEUTRAL] Or not yet.
[CUSTOMER][NEUTRAL] Yeah, let me go there hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My group invoicing.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you see the invoices?
[CUSTOMER][NEUTRAL] And I'm trying to pay invoice number 6389246.
[AGENT][NEUTRAL] OK, is it there on open invoices?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can you open it?
[CUSTOMER][NEUTRAL] It's open.
[AGENT][NEUTRAL] OK, does it have any uh choices to submit the invoice?
[CUSTOMER][NEUTRAL] No, it's a spring coupon and and and that's it and.
[CUSTOMER][NEUTRAL] Down below it says employee billing details. I don't see anything else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just a second.
[AGENT][NEUTRAL] OK, so you say you only see an option to print.
[AGENT][NEUTRAL] And be.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me go ahead and see what else we need to do about this. Um, do you mind holding for me? Let me get a little bit more information, OK? Thank you. You're welcome.
[CUSTOMER][POSITIVE] No, I don't mind. Thank you. Yeah, thank you so much for your help. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding. I'm so sorry for the long wait um.
[CUSTOMER][POSITIVE] No, it's OK, thank you.
[AGENT][NEUTRAL] You're welcome. Have you already added the electronic payment information or no?
[CUSTOMER][NEUTRAL] No, no, I haven't done that.
[AGENT][NEUTRAL] OK, so that, that is why it's not giving you an option to submit it. So, um, you just need to go and just add that information. Let me tell you how to get there. Bear with me, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] One moment I'm getting there.
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Go to my profile.
[AGENT][NEUTRAL] And it's gonna have add new payment method under.
[CUSTOMER][NEUTRAL] Oh, that, that's already there. That, that's from the one before, you know, I had already there. It has the safe payment method and it has the bank account last four digits and the routing number, um, last four digits as well, yeah, that's already there from, from, you know.
[AGENT][NEUTRAL] So everything is in there.
[AGENT][NEUTRAL] OK, but it's still not giving you that option to submit the payment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No. No.
[AGENT][NEUTRAL] OK, I'm so sorry and then we're just trying to learn as we go with this system, uh, let's see.
[CUSTOMER][NEUTRAL] Oh, no, yeah, that's fine. I mean, this is a new, a new thing, so.
[AGENT][NEUTRAL] I have to go on the profile and they did, yes, I understand it is there right now. OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, it already and we are.
[CUSTOMER][POSITIVE] Yeah, it has a safe payment method there.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] To find.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I just wish we can see what what you're seeing because it will be a lot easier um but the instructions I don't see anything like where to submit like do we, do we have a button? What color is it? Where is it?
[CUSTOMER][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] I'm like, OK, we don't have that.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, I, I just have, uh, in my profile, it has the company's information and then the uh under that it has the safe payment method. The in the dashboard I see the land construction active and then the information also and then I see members and then it says 36 and I could go there and then my broker on the other side and I have filed a claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And, and then nothing else and then when I go to my group I could see either group details, invoicing, or employees and if I go to invoice and I see the two invoices that are open and then when I click on them I see the detail but there's no way of paying it and then resource center it doesn't have anything really says products about APL announcements.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Billing and when I click there it goes to the same place where I want and then business support, claims support, enrollment and training and and then it has search or return to OSC and when you go by the manage users, which is, you know, me and if I wanted to uh and then help, but even in the help it says how to submit invoice or or where where to submit the invoice rather, and it has an address, but.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh God.
[CUSTOMER][NEGATIVE] Doesn't click, doesn't let me click anywhere to pay online.
[AGENT][POSITIVE] Oh my goodness, she's telling me that what I know we are there.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] An option.
[AGENT][NEUTRAL] To Saint N.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I don't know how it looks.
[AGENT][NEGATIVE] It's not clear.
[AGENT][NEUTRAL] In uh instructions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she's looking into it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I hope this change that help guide a little bit better.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just want to know because I know I have had this question a lot of times and we have, um, you know, we have started reporting everything and they will fix it in their end, but we're not aware of where to go so I just need to be able to help any call that I get, you know, exactly what is there, what do you push, where is it?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, yeah, exactly.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I had.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] She's consulting with another department.
[AGENT][NEUTRAL] Do you wanna continue holding or do you want me to, to give you a call because, yeah, it's OK. OK, thank you. Thank you for your patience.
[CUSTOMER][NEUTRAL] No, it's fine, yeah, I don't mind holding. I don't mind, I don't mind holding.
[CUSTOMER][POSITIVE] Oh thank you. Yeah.
[AGENT][NEUTRAL] OK, so she's wanted me to transfer the call to [PII], but I need to know how to do it. OK, oh well, let me get her on the line. OK, one moment.
[CUSTOMER][POSITIVE] Oh thank you, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[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 [PII], I'm good how are you?
[AGENT][NEUTRAL] I'm good. I'm just confused about this whole thing. I'm just, uh, I, I need more information.
[CUSTOMER][POSITIVE] I know. I know. I know. Hopefully I can help.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, well, um, we're trying to find the button to submit the invoice, uh, for the ACH, but she don't have it. She only sees the view or the print out the, you know, the little receipt, but that's all she has. Does she needs to press any of those, or is there another option that she needs to go under?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so has she, does she see the submit button? like there should be a when she opens the invoice she doesn't see that. I might need to talk to her and get her to send me some screenshots so I can see what she's seeing and where she's at.
[AGENT][NEUTRAL] She doesn't. Mhm.
[AGENT][NEUTRAL] No, she doesn't have that submit that.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Uh, yes, and then when you get that, can you please tell me what or how, how it's supposed to look? I just wanna, I just wanna be able to tell them, oh, go here. It's supposed to be in your left and your right and your bottom, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, well thank you. Let me put her in.
[CUSTOMER][POSITIVE] Yeah, I can definitely do that. I
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what's her, is it, what's her name?
[AGENT][NEUTRAL] Her name is um um what's her name? [PII].
[AGENT][NEUTRAL] I know, she's [PII]. She's calling and she's [PII]. She's not a yeah. I'm sorry, [PII]. I know it's hard to say. Um, yes.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII], OK.
[AGENT][POSITIVE] OK, OK, here she comes. All right, thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for me. I got Miss [PII] on the line.
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][POSITIVE] Hi [PII], I'm doing well, thank you. How are you?
[CUSTOMER][NEUTRAL] Good good thank you for asking. Good, absolutely um so I've got your group pulled up here and um so was telling me that you're having some trouble submitting or and paying your invoice online is that right? Yes, yes. OK, no problem I can definitely help you with that so um let me just try to understand what um what screen you're at um so have you opened your um invoice in the OSC?
[CUSTOMER][NEUTRAL] Yes. OK, and so it's invoice number 6,390,170 for June I have 6389246. That's the one that I'm trying to pay.
[CUSTOMER][NEUTRAL] OK, let me go back and look at that one let's see.
[CUSTOMER][NEUTRAL] OK, so that invoice is actually showing that it's been submitted, let me see.
[CUSTOMER][NEUTRAL] Let me see if I can see when it was submitted. Hang on one second.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course, let's see.
[CUSTOMER][NEUTRAL] So it looks like it was actually submitted back on [PII] um let me see if I can do an audit and see who submitted it looks like um your group user ID shows that it was submitted um and the method of check um I can check do you know if a check payment was sent out for that or did you mean to pay that by ACH?
[CUSTOMER][NEUTRAL] Yes, I wanna pay by ACH but anyway it doesn't let me I could go to the other one that is open um. Right. You know, if you want to, the one that says that.
[CUSTOMER][NEUTRAL] It hasn't been