AccountId: 011433970860
ContactId: 3e438f1d-aa5a-4627-81a6-4755dadc1de6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 558659 ms
Total Talk Time (AGENT): 257506 ms
Total Talk Time (CUSTOMER): 244488 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/3e438f1d-aa5a-4627-81a6-4755dadc1de6_20250623T12:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII]. I'm the group administrator from McCurry and company. I don't know if you need our group number.
[AGENT][NEUTRAL] Uh, yes, [PII]. First off, I need your callback number, please.
[CUSTOMER][NEUTRAL] Callback number would be area code [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And now your group number, please.
[CUSTOMER][NEUTRAL] OK 16,170.
[AGENT][NEUTRAL] OK, thank you. So [PII], give me just a moment uh to get the group's information up, but you can go ahead and be telling me how I can help you today and before I verify your information.
[CUSTOMER][NEUTRAL] OK, it
[CUSTOMER][NEUTRAL] It's a simple question. OK, we got an email over the weekend, OK, that our monthly invoicing was available, which we normally get and everything, and I have, I, I am logged on to the new website. OK. It doesn't allow you to print the invoice, OK? You get a message that says due to scheduled maintenance, the ability to download your invoice is unavailable at this time. It was like this last month also, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Your website isn't working. We need to be able to download that bill.
[AGENT][NEUTRAL] OK, so you're still not able to download the invoice, is that correct?
[CUSTOMER][NEUTRAL] That is correct. OK. Like I said, you get this when you hit the invoicing button, you get this message. OK, when it when you close that it does list the invoice, OK, as being here that it's what do you call the data 71, so forth, someone gives me the invoice number you click on it, OK, and it will not print, OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] I don't need to just see the info. I have to be able to print this. We get a check we're a dual company group on this, and I have to get a check from our other side. They will not issue that check without a payable invoice.
[AGENT][NEUTRAL] OK, so what I can do, [PII], I first I'll need to verify the group's information with you and I know that they are still working on some of the things within the portal in the new portal, um, but I will be happy to, I can pull the invoice up and once I verify the group's information, then I can email that to you if you would like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I would greatly appreciate that. OK, so what info do you need? what info do you need from me?
[AGENT][POSITIVE] Sure, I can, yes, ma'am. All right.
[AGENT][NEUTRAL] All right. So first off, as I said, we'll need to verify several things. So if you could please verify the group's name and address, and then
[AGENT][NEUTRAL] OK, yes, go ahead with verifying that first off.
[CUSTOMER][NEUTRAL] The, the, the, the group, right, the group name is McCurry and Company. The address is [PII], and that's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. The primary contact name for the group?
[CUSTOMER][NEUTRAL] would be [PII].
[AGENT][NEUTRAL] OK, thank you and then your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] Thank you. And then the phone number that is on file for the group [PII] is this or [PII], I'm sorry, [PII], is your um phone number that you gave me. So that is the or the contact number for the group brother. OK. All right, so thank you. So give me just a second and you said that you can see the invoice number, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Right, I can see it. I can click on it and when I click on the invoice, OK, if I scroll down further, it brings me up all the billing information for everybody that's on the group. It just does not allow you to print and as I said, if you try to when you first go into invoicing and it and you wanna print, it gives you that error message that they're doing scheduled maintenance. Well, they've been doing it for over a month already.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well, that's, yes, ma'am, that's um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's where they're just still working on some of the.
[AGENT][NEUTRAL] Things such as this in the new portal, so give me a second, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh and I'm so sorry if you heard that. I could not put you on mute quick enough, so I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It, it hap it it happens.
[AGENT][POSITIVE] Oh my goodness, I'm very sorry. OK, so let's see.
[CUSTOMER][NEUTRAL] I don't know where you're located, but we're in the thick of of allergy season, so I can certainly relate to that.
[AGENT][NEGATIVE] Uh, there's something been terrible in the weather. I'm in [PII] and there has been something terrible lately around here. Oh.
[CUSTOMER][NEUTRAL] I think it's the whole Northeast, quite frankly, OK, we're just, as you know, we're in [PII], so I can relate unfortunately.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh, yes. OK. So let's see, so when you, OK, so you said that you can see.
[AGENT][NEUTRAL] Group details, invoicing, and employees you can I mean you can see that those options and under open invoices you can or cannot see an invoice.
[CUSTOMER][NEUTRAL] The invoice correct.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can, OK, because it has the uh the actual invoice like I said, it says the amount billed OK and the bill date is [PII] and everything which I realize is not until next week, but we always get it by email. I mean you emailed me said it was available, so I don't know if there's a glitch that won't let me print it until [PII] but in the interim, especially going into a holiday week, I wanna be able to submit the invoice to the other party that needs to, you know.
[AGENT][NEUTRAL] Right. Sure. OK.
[AGENT][NEUTRAL] What is the invoice number that you are looking at? Is it 6,392,260?
[CUSTOMER][NEUTRAL] The in
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, alright, so give me just a second and I'm gonna pull that up and I'll email that to you, OK?
[CUSTOMER][POSITIVE] Sounds like a plan.
[AGENT][NEUTRAL] All right. So one moment, and I'm sorry about that, but I can assure you that they are
[AGENT][NEUTRAL] diligently working on resolving.
[AGENT][NEGATIVE] These issues.
[CUSTOMER][NEGATIVE] This should be an easy one because if they've gone and changed the site, OK, this is not user friendly at all.
[CUSTOMER][NEUTRAL] And as I said this is not the first month, OK, um, so somewhere they need to update their what do you call it there as I said when I when I first go into it and I hit invoicing and everything, it brings up a little box that says due to schedule maintenance the ability to download your invoice is unavailable at this time. I think the problem is they haven't set it so that you can download.
[AGENT][NEUTRAL] And actually, you know, not, uh, I don't know that everyone is having that issue. So I'm, I'm not sure about that.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so just one second.
[AGENT][NEUTRAL] It's gonna take me just a minute to get this pulled up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, this is the July invoice.
[AGENT][NEUTRAL] And it is [PII], correct? [PII]?
[CUSTOMER][POSITIVE] That's correct, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Well, goodness
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Now the funny thing is last month we still got a hard copy that came in the mail. As long as I can download these, they really don't need to send a hard copy in the mail.
[AGENT][NEUTRAL] Sure. OK.
[CUSTOMER][POSITIVE] And I just got that I believe.
[AGENT][NEUTRAL] OK, so the email that you should
[CUSTOMER][POSITIVE] Yes, I did. I I appreciate.
[AGENT][POSITIVE] Yes it so you should receive that from care team. You did get it? OK, good.
[CUSTOMER][POSITIVE] I just got it, yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you're able to open everything OK, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm able to open it and it's it's printing as we speak.
[AGENT][NEUTRAL] OK, well, good. So is there anything else at the moment that I can help you with?
[CUSTOMER][NEUTRAL] No, if you can just pass on to the powers that be that there does seem to be an IT issue with it, and if they could get it corrected, I greatly appreciate it.
[AGENT][POSITIVE] Yes, ma'am. I promise you, we are reporting issues and they are working on them. So, um, again, I'm sorry about the inconvenience, but if the problem persists, you know, just let us know and we'll be happy to get those to you.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] I certainly will thank you so much. You have a good rest of the day and a good rest of the week. Thank you. Thanks.
[AGENT][POSITIVE] OK. I hope, yes, ma'am. You too. You're welcome. Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye bye bye.