AccountId: 011433970860
ContactId: 3ac5c5ab-4a50-4d07-88a3-f9e7a27c25aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1491770 ms
Total Talk Time (AGENT): 506592 ms
Total Talk Time (CUSTOMER): 449510 ms
Interruptions: 8
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3ac5c5ab-4a50-4d07-88a3-f9e7a27c25aa_20250611T15:20_UTC.wav
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[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I have a group admin [PII] on the line. She needs to pay her invoices for 3 different groups.
[CUSTOMER][NEUTRAL] Um, since she's unable to create an OSC for all three of those groups under the same email, um, I can tell you one of the group numbers.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 26013.
[AGENT][NEUTRAL] OK, let me just get logged into this thing real quick.
[CUSTOMER][NEUTRAL] And it's uh it's [PII] and she's verified.
[AGENT][NEUTRAL] And what's a good call back number for her?
[CUSTOMER][NEUTRAL] Uh, it's [PII], so the one that's on file looks like.
[AGENT][POSITIVE] Awesome. OK, [PII].
[AGENT][POSITIVE] OK. OK. All right, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] Hi there [PII].
[CUSTOMER][POSITIVE] Alright, [PII], I have [PII] on the line um billing and she'll be able to help you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi [PII], I'm sorry, I didn't realize she's gonna introduce me. This is [PII] in group billing. How are you?
[CUSTOMER][POSITIVE] Hi good how are you?
[AGENT][NEUTRAL] I'm well so I understand you're wanting to pay a few invoices.
[CUSTOMER][NEGATIVE] Yeah, y'all, I guess y'all are updating your system and it's not allowing me to I had one.
[CUSTOMER][NEGATIVE] I have 3 different companies and then I can used to be able to log in and they're all tied to one email so she's telling me it's not gonna work.
[AGENT][NEUTRAL] Yeah they're trying to figure out how to do that yeah now that you don't need a user name and it goes off an email address only one email can be associated with the group so I I think they're working on that and I apologize for that inconvenience.
[CUSTOMER][NEUTRAL] And y'all are working on that so anyway.
[CUSTOMER][POSITIVE] Yeah it was so simple.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] The first group she gave me was 26013.
[CUSTOMER][NEUTRAL] Uh, yes, that's one of them.
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] I have the May invoice for $1220.25.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And we're gonna pay these individually, right?
[CUSTOMER][NEUTRAL] Yes, they're paid by different uh.
[AGENT][POSITIVE] OK, awesome.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Well, I had.
[CUSTOMER][NEUTRAL] I have, I used to just go online and pay it and so do you have the payment information online?
[AGENT][NEGATIVE] Unfortunately I wouldn't be able to process that by phone because we could take only could take cards um.
[CUSTOMER][NEUTRAL] So I think it's a bank account.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Because I think it's the bank account it's coming drafted from for both of my payments that I'm trying to do today.
[AGENT][NEUTRAL] It's normally
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] I unfortunately will not be able to do it by routing and account number.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] I'm gonna ask a colleague what is a work around until they get this figured out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It might be that
[AGENT][NEUTRAL] We, this is just pulling out of thin air, to be honest, that we can get maybe a written authorization to process an ACH because we would need something, you know, some paperwork filled out that we could process it.
[AGENT][NEUTRAL] Um, because before you know you were going on there and authorizing it.
[AGENT][NEUTRAL] But
[AGENT][NEGATIVE] I don't believe I'd be able to do anything today. She's, oh, she's responding.
[AGENT][NEUTRAL] Alright, so she's saying the only two options at this point is initiating the ACH through the through the bank letting them know to send it or to pay uh with the credit card over the phone.
[CUSTOMER][NEUTRAL] Wait, I'm sorry, can you say the first part again?
[AGENT][NEUTRAL] She was saying that you could initiate the ACH through the bank, let them know to send it to us I can send you that information that you would need for that, um, or the credit card over the phone.
[CUSTOMER][NEUTRAL] So it's just
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, I don't know what to do.
[AGENT][POSITIVE] I am so sorry about that.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I tried to create it.
[AGENT][NEUTRAL] So she's telling me that they they are working on the solution but until then you know that would be the only work around but if this I know this should be very inconvenient, but if you could possibly come up with different emails that you could use to access the the different groups.
[CUSTOMER][NEGATIVE] Well, I have, I have two different emails that I can use for the 2 that I'm paying today, but when I go to create the account online, the new account that it says email on record, well, you've never known that second email, so there's no record of this new email, so that's my problem.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Let's see. Well, that is an easy fix.
[CUSTOMER][NEUTRAL] Because I wanted everything, you know, is it?
[AGENT][NEUTRAL] Um, I mean, yeah, if.
[AGENT][NEUTRAL] If you could just like shoot me an email real quick from the one that we have on file, the B Carver, um, just let me know what group you would like for that contact email to change to, even if it's temporarily, um, you could put that in the email please change this contact email to this, uh, so that I can gain access to the new online service center, um, in order to pay the bill.
[AGENT][NEUTRAL] That would I have to have a paper trail to do that but as long as you sent me that email saying hey change this group's contact to this email address um.
[AGENT][NEUTRAL] Then
[AGENT][NEUTRAL] As long as it's the one that's on file currently then we can get that changed over even if it's just temporarily.
[CUSTOMER][NEUTRAL] I'm trying
[CUSTOMER][NEUTRAL] I'm trying and it's not it's like.
[CUSTOMER][NEUTRAL] I tried to set up
[CUSTOMER][NEUTRAL] Did it do it? I don't even think it did it.
[CUSTOMER][NEGATIVE] I don't know what's why it's not working.
[CUSTOMER][NEUTRAL] Complete your account set up continue and then it's like.
[CUSTOMER][NEUTRAL] Verification necessary and verification code again let's see.
[CUSTOMER][NEUTRAL] That's just for the one, but I can again I guess what you just said I um.
[CUSTOMER][NEGATIVE] I can send you an email from that other account to add a new email account too, I guess this is gonna be so confusing to me.
[AGENT][NEUTRAL] Right, yeah, so whatever the current contact email is for the group that you're wanting to access with a different email, just send us an email from the current one saying please change this one so that I can gain access on the online service center.
[AGENT][NEUTRAL] Something to that effect, but it's gotta come from the one that we currently have.
[CUSTOMER][NEUTRAL] This plain name uh uh.
[AGENT][NEUTRAL] Just put you could just put in [PII] [PII] [PII] or [PII].
[CUSTOMER][POSITIVE] Agree.
[CUSTOMER][POSITIVE] I agree.
[CUSTOMER][POSITIVE] I think I'm doing the air new one I think, OK, your account has been successfully created. OK, good. OK, so.
[CUSTOMER][NEUTRAL] I'm gonna go to my my email address.
[CUSTOMER][NEUTRAL] And I'm going to send you an email, send you an email.
[AGENT][NEUTRAL] You can send it to care team at in public.
[CUSTOMER][NEUTRAL] OK, wait, bear with me a second, I'm sorry.
[AGENT][POSITIVE] I'll tell you what, just send it, you know what, just send it to me. We're let's do that. Let's just send it to me so that we can get this done quickly for you and it's just gonna be [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] That way I can just get it and we'll do that quick and [PII].
[CUSTOMER][NEUTRAL] At A
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so it's gonna be a group number.
[CUSTOMER][NEUTRAL] 26013.
[CUSTOMER][NEUTRAL] And what I just say uh.
[AGENT][NEUTRAL] What what's the one that you just set up?
[CUSTOMER][NEUTRAL] I set up I think the 259-87 for Air new uh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I haven't gone in to pay it but I think I set it up successfully, I think.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I think I got.
[CUSTOMER][NEUTRAL] OK, I think I just sent you.
[AGENT][NEUTRAL] Alright, I got that. Let's see.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK, we're gonna change.
[AGENT][NEUTRAL] And this is gonna be for 26013.
[AGENT][NEUTRAL] And that's an underscore correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] No, it's not sending me a verification code.
[CUSTOMER][POSITIVE] Oh here we go.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, let's go back, check to see if it took.
[CUSTOMER][NEGATIVE] It was telling me my code is incorrect.
[AGENT][NEUTRAL] Alright, so we've got it changed over to that one.
[CUSTOMER][NEUTRAL] It's telling me my verification code is.
[CUSTOMER][NEUTRAL] Just telling me my verification codes are.
[CUSTOMER][NEUTRAL] Trying to log in under the air new.
[CUSTOMER][NEUTRAL] Oh here we go hold on. OK, I lied, never mind, it took 3 times, but I, I got it.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] We'll get through it.
[CUSTOMER][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] OK, file a claim. I don't wanna file a claim. I wanna pay a bill.
[CUSTOMER][NEUTRAL] My group
[CUSTOMER][NEUTRAL] It's a different website it looks different.
[AGENT][NEUTRAL] So on the left hand side you go to my group.
[AGENT][NEUTRAL] And then on that page you'll see a tab for invoicing.
[AGENT][NEUTRAL] And the process will generally be the same from that point.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh let me do this if you don't mind hanging action required after receiving, please submit the invoice to be processed, OK.
[CUSTOMER][NEUTRAL] Um, 1016. OK, good with that.
[CUSTOMER][NEUTRAL] Submit invoice.
[CUSTOMER][NEUTRAL] I think it's ACH.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Print coupon oh there's the confirmation.
[CUSTOMER][NEUTRAL] So it actually
[CUSTOMER][NEUTRAL] I guess I had people it actually paid less than the invoice billed amount.
[AGENT][NEUTRAL] If that yeah if there's any adjustments um that were made, it's only gonna ask you know only charge the amount that.
[CUSTOMER][NEGATIVE] I think they removed.
[AGENT][NEUTRAL] Are you on
[CUSTOMER][NEUTRAL] Print coupon it is that the.
[AGENT][NEUTRAL] 259-87 so that's just gonna be the um the coupon that's at the end of the invoice it's not the invoice itself.
[CUSTOMER][NEUTRAL] What is print coupon?
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And unfortunately you're hitting all of the the issues right now and I apologize they are not they don't have it where you can print the invoices right now but I can definitely send that to you.
[CUSTOMER][POSITIVE] Well, no, I have it already. I'm good with that. Uh, no worries. I, it, it, it was just the difference in the dollar amount, but, um, I'll figure that out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so my next question.
[CUSTOMER][NEUTRAL] Is um.
[CUSTOMER][NEUTRAL] I don't wanna do a screenshot.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I'm trying to do something before I lose it.
[AGENT][NEUTRAL] No, don't apologize. I apologize for the inconvenience.
[CUSTOMER][NEUTRAL] OK, so we have a star T group number and I need to I don't know the group number. Hold on, let's see, group number is.
[CUSTOMER][NEUTRAL] Start 26014.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, it's got the bear the big card.
[CUSTOMER][NEUTRAL] Can you tell me what email you have? I guess it's probably my [PII] one.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] So I, I think I'm gonna, I have a.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] So once I change this when invoices are due when she goes online, do do you show a [PII].
[CUSTOMER][NEUTRAL] [PII] I don't even know how to pronounce her last name but uh [PII]
[AGENT][NEUTRAL] I don't see a [PII] at all as a contact.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEGATIVE] Not on this one.
[CUSTOMER][NEUTRAL] I guess I, I think I forward her the uh I thought she had a log in and she goes in and pays it but um.
[AGENT][NEUTRAL] Oh well that's very possible. Let me look, um, let's see 26014. I still have access to the profile administration of the old site so I can see that she wouldn't be able to no just you.
[AGENT][NEUTRAL] It's just you on that one.
[CUSTOMER][NEUTRAL] Because she's the one that pays it um but I wonder if it's through her bank.
[CUSTOMER][NEUTRAL] Because I was gonna say if I have to I'm gonna have to change her email change the my email to her email but she's not really used to doing all this kind of stuff.
[AGENT][NEUTRAL] Yeah, um, if she's paying it, she's not doing it online, she's probably initiating it through the bank.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Because you're the only one with the exception of 259-87 um you're the only one with access.
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] To the groups, well, you were the only one to the access to the online service center.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So I don't know what to do with this 3rd group.
[AGENT][NEUTRAL] Um, well, on this one I have an AP at [PII].
[CUSTOMER][NEUTRAL] On the [PII]?
[AGENT][NEUTRAL] Uh, no, that was on the, um, air of Baton Rouge. Is that for them?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEGATIVE] That's somebody else I don't really wanna.
[AGENT][NEUTRAL] Oh, I see 26014. No, no, I understand.
[CUSTOMER][NEGATIVE] Have too much confusion.
[AGENT][POSITIVE] And we can once they get this figured out this issue figured out with, you know, the multiple groups for agents um or groups regardless, uh, we can get this all put back to be [PII] um.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] But I just, I, I apologize. I don't know what else to do at this point.
[CUSTOMER][NEUTRAL] Do you show that she's paid the May invoice on Starty?
[AGENT][NEUTRAL] Uh, let's see, 26014.
[AGENT][POSITIVE] It's pulling up, yes, I do. She's actually got May and June paid, I think.
[CUSTOMER][POSITIVE] She probably already paid it. OK, good.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I don't know if you, I don't know if it's a bills in arrears type thing. Let me see, let me just open it up.
[CUSTOMER][NEUTRAL] The June invoice
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] It is um like we're paying we're paying in June but it's really for the May billing.
[CUSTOMER][NEUTRAL] So it is in arrears, right? I guess.
[AGENT][NEGATIVE] Oh my goodness, this thing is taking forever. Uh, let's see, go to this other page.
[AGENT][NEUTRAL] Yes, yes, so, yeah, so there's no outstanding invoices.
[CUSTOMER][NEUTRAL] So do y'all think maybe in the next couple of weeks you're trying to get this all figured out?
[AGENT][NEUTRAL] I don't wanna commit to a timeline because I will be in so much trouble, but I do know that it's very high priority for them to get it figured out.
[CUSTOMER][NEUTRAL] If you have.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Because you're definitely not the only one we've got agents that um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[AGENT][POSITIVE] You know, have multiples and it's definitely a a high priority so they are working on it diligently.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I guess I'll wait until the next invoices come out.
[CUSTOMER][POSITIVE] And then I can always call and get y'all to send me the start one if I have to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does that does that sound good?
[AGENT][POSITIVE] Yes, definitely.
[CUSTOMER][NEUTRAL] That is that what I should do?
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] So I should be able to access the JHA and the air new and then I if I have to call y'all I'll just call y'all to get the invoice.
[AGENT][NEUTRAL] Yes ma'am. I mean I can send you the um that one that's adjusted now if you'd like um I don't remember which one it was, it was 1226013 or was it 259?
[CUSTOMER][NEUTRAL] Oh yeah, since it's a.
[CUSTOMER][NEUTRAL] 259-87.
[AGENT][NEUTRAL] Alright, let me, I can send you that. Let's see, so you just have that adjusted invoice.
[CUSTOMER][POSITIVE] OK, so it'll have the new corrected amount that just that'd be perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 25987.
[AGENT][NEUTRAL] And let's get that.
[AGENT][NEUTRAL] And I'm just going to reply to your email that you sent a minute ago.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] Too many windows.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 060.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 25987.
[AGENT][NEUTRAL] May
[AGENT][NEUTRAL] Adjusted.
[AGENT][NEUTRAL] I cannot spell this morning.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Either that or my hands are just not wanting to work right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, what on earth?
[AGENT][NEUTRAL] Did it pull up
[AGENT][NEUTRAL] Oh my word.
[AGENT][NEUTRAL] Oh, that's why.
[AGENT][NEUTRAL] I had an extra attachment on there and I wasn't sure where it came from. OK.
[AGENT][NEUTRAL] There we go.
[AGENT][POSITIVE] You should receive that shortly.
[AGENT][NEUTRAL] And like I said, once we get all this figured out we can fix it back too.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] The bee carver if you would like hopefully that won't be an issue so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hopefully not it just keeps it simple.
[AGENT][POSITIVE] Yes, and simple is best.
[AGENT][POSITIVE] And I know they like to keep it that way, so I'm quite surprised they didn't think about this prior.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, once when you do something once.
[CUSTOMER][NEUTRAL] Once a month it's like.
[CUSTOMER][NEUTRAL] You know it's hard to like remember so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Well thank you for your help. I will hopefully get your email here shortly.
[AGENT][NEUTRAL] Maybe it's just taking a minute because of the attachment.
[CUSTOMER][NEGATIVE] I haven't received it yet.
[CUSTOMER][POSITIVE] Oh here we go.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I have it.
[CUSTOMER][POSITIVE] All right well thank you for your help I appreciate it.
[AGENT][POSITIVE] No problem. And again, I'm sorry for the inconvenience. Hope we'll get it figured out quickly.
[CUSTOMER][POSITIVE] Yes, hopefully so.
[AGENT][POSITIVE] I hope you have a great rest of your week. Thanks for calling APL.
[CUSTOMER][POSITIVE] I hope you have a you you too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][POSITIVE] Thank you alright bye bye.