AccountId: 011433970860
ContactId: 3ecfb527-983d-4377-971e-a628be2a11e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1014719 ms
Total Talk Time (AGENT): 435481 ms
Total Talk Time (CUSTOMER): 358753 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/3ecfb527-983d-4377-971e-a628be2a11e5_20250623T20:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Molaro Billing. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, I'm calling because I, um, I
[CUSTOMER][NEUTRAL] We can create the new account with the new system that you guys have, and um I need to pay the, the bill.
[AGENT][POSITIVE] I can help you with that.
[CUSTOMER][NEUTRAL] Um, and I also
[CUSTOMER][NEUTRAL] And I also need um a copy of the new invoice because it says that it's already um.
[CUSTOMER][NEUTRAL] It's ready to get it, but my boss tried to connect with somebody. She did, she followed all the steps and she she hasn't been able to log in herself or give me access so I can create my own account. So I don't know if somebody can help us with that. But in the meantime, I need to pay for the invoice. Oh, OK, um.
[AGENT][POSITIVE] I can help you with that.
[AGENT][NEUTRAL] What is, what is your group number?
[CUSTOMER][NEUTRAL] OK, the group number is 17776.
[AGENT][NEUTRAL] 17776. And your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Can you spell that, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Thank you so much. And [PII], can I have um a good
[AGENT][NEUTRAL] Callback number just in case.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] [PII]. Thank you so much. All right. So,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see what we have here. OK.
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] OK, [PII], can, um,
[AGENT][NEUTRAL] You verify the
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Billing email, I mean, uh, billing address, please.
[CUSTOMER][NEUTRAL] OK, on the invoice says [PII], but they recently changed the name of the, of the, of the street. It should be [PII].
[AGENT][POSITIVE] OK, and if you can send us a um email on that, that would be great so we can get that taken care of.
[AGENT][NEUTRAL] Um, to update your information, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what is your email address?
[CUSTOMER][NEUTRAL] Email is [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] At E A C O N
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. Um, OK.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][POSITIVE] Thank you so much for verifying all of that. OK, let's see, so you're calling because y'all were trying to get online.
[AGENT][POSITIVE] And you haven't been able to, so let's see what's going on with that, so I can help you with that as well.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, so we have [PII].
[AGENT][NEUTRAL] As our main.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Contact
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEGATIVE] Yes, she's the um, she's the the CFO, yes. She was the one who was trying to give me access and for her to create a new account, but she said she spent like almost 3 hours and she couldn't get it done, so it wasn't working.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] She's very busy right now. So I said, I'm gonna go and try to figure it out and see if I can at least pay online and get the new invoice because she just got an email saying that the invoice is ready, but we can't log in.
[AGENT][NEUTRAL] OK, now she would be the one to create the account first and would be able to give it's gonna be the same way as.
[AGENT][NEUTRAL] Before, but when she goes if she has any questions to try to get online, she can call and somebody will be able to help her, um, but when she does, she will have to create a new account so that was that's probably what the um the what's going on.
[AGENT][NEUTRAL] Uh, she is gonna have to create a new account and when she does, if you can just let her know that when she does if she will just fill out the required information instead of everything.
[AGENT][NEUTRAL] Just the one with the red.
[CUSTOMER][NEUTRAL] OK, that's, that's.
[CUSTOMER][NEGATIVE] I'm sorry. That's what exactly what she's tried to do, like a week or 2 weeks ago, and she was not able to, um, they sent her like instructions, and she was on the phone with somebody and she couldn't, she couldn't do it.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, no, they had some bugs that they've been trying to work out and everything. So if she
[AGENT][NEUTRAL] needs any help on that. She, she just ask her to call us back and whatever error, if she's getting in the error when she comes into one of, I mean, gets to a certain point or what have you, um.
[AGENT][NEUTRAL] She can send uh.
[AGENT][NEUTRAL] An email to us with a screenshot.
[AGENT][NEUTRAL] And um to our care team and we'd be able to.
[AGENT][NEUTRAL] See what's going on, but I'm not showing where it, she has tried to log in.
[CUSTOMER][NEUTRAL] And it has, and it has to be her. I cannot, you know, do everything and then.
[AGENT][NEUTRAL] Oh, as far as
[AGENT][NEUTRAL] It will have to be her. She will have to initially set it up. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With her information, yes, ma'am. She would, she would be the one to set it up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. Um, let me, um, OK, uh, can I pay with you on the
[CUSTOMER][NEUTRAL] On the line?
[AGENT][NEUTRAL] OK, now, the only way that you're gonna be able to make a payment on that, um, over the phone is by credit card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] By credit card.
[AGENT][NEUTRAL] Yes, ma'am. That is the only way that we can take a payment over the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I cannot um
[CUSTOMER][NEUTRAL] I cannot pay with a check because we already did a check for that, so yeah, I have to pay with the credit card.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Yes ma'am, it has to be by credit card, and you have a 31 day grace period to pay that, so um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But this is June, I'm paying for June.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] You're you're, you're fine.
[CUSTOMER][NEUTRAL] We're not late yet.
[AGENT][POSITIVE] You'll be, you'll be OK. I mean, until she can get signed in a lot until we can get her logged in, she'll, she'll be able, we'll be able to help her with that. She has a thirty-day grace period. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, another question, um, can we set up to pay online? Once we create that account, can we pay with the American Express as well?
[AGENT][POSITIVE] Yes, ma'am. You can
[AGENT][NEUTRAL] No, well, once you get online, um, you'll be able to make a payment online, but you cannot use a credit card online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can use your checking information, but you can't use the credit card online.
[CUSTOMER][NEUTRAL] OK, um, give me, give me one second because I'm, I'm gonna have to let her know that I will be paying with the Amex.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna pay with you because, you know, I don't know how long it's gonna take.
[CUSTOMER][NEUTRAL] To get this done.
[AGENT][NEUTRAL] OK. I mean, and that, that's entirely up to you. I mean.
[AGENT][NEUTRAL] That, that, that's fine. But I mean, if she needs any help.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Once we get this taken care of, if she needs any help getting signed on or what have you, we can help her with that.
[CUSTOMER][NEUTRAL] I'm gonna just, she said, OK, that it's OK for me to pay with a credit card, so I'm gonna pay with a credit card for this bill because I don't, I just wanna get this out of the way.
[CUSTOMER][NEUTRAL] Can I pay with you?
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah, no, I, it's the [PII], and you know what, next thing, uh, I forget and she, she don't have time to go online, so I wanted to pay this, and if, if you can help me sending me the latest invoice to my email address, that would be like great for for us for now.
[AGENT][NEUTRAL] I can help you.
[AGENT][NEUTRAL] OK, and any time you need those invoices you can also send an email to our care team at AMpublic.com and they would be able to send you a copy of the invoices at any any time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's, what's the email? Let me, let me write it down so I
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] TEA.
[CUSTOMER][NEUTRAL] Care, uh-huh.
[AGENT][NEUTRAL] T E A M.
[AGENT][NEUTRAL] At a public.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So, it's [PII], right? Care team.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I have it in here. OK, so, do, do we get extra charge for paying over the phone with a credit card to pay with you or no?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Because she just asked me that.
[CUSTOMER][NEUTRAL] No, OK. So I'm, I'm, I'm ready when you're ready to, to make the payment for this.
[AGENT][NEUTRAL] So how much are you paying today?
[CUSTOMER][NEUTRAL] OK, for the June invoice, which is the invoice number 6389892, I have in here that um we need to pay $1,789.18. I don't know if that's what you see in your end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one moment, let me get this information added in.
[AGENT][NEUTRAL] I do apologize.
[AGENT][NEUTRAL] And you said that's the June invoice.
[AGENT][NEUTRAL] That's 6389892 in the amount of $1,789.18.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All [PII].
[AGENT][NEUTRAL] All right, [PII]. I am ready when um.
[AGENT][NEUTRAL] You are.
[CUSTOMER][NEUTRAL] OK. The um a credit card number is [PII].
[CUSTOMER][NEUTRAL] 96.
[CUSTOMER][NEUTRAL] 63.
[CUSTOMER][NEUTRAL] 7779.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna repeat that number for you just to make sure I got everything. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] It's um [PII] under EAC Consulting Inc.
[CUSTOMER][NEUTRAL] You, you can put more ridge on, that's fine.
[CUSTOMER][NEUTRAL] It has both her name and the company name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, well, let me put all of it.
[CUSTOMER][NEUTRAL] Yeah, just put more reach on.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK. And what is the expiration date, please?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Code on the back.
[CUSTOMER][POSITIVE] Yeah, also on the top.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um my date of birth.
[CUSTOMER][POSITIVE] I'm so sorry about that. What did you ask me the, the code number, right?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with that card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Alright, so today, [PII], we are making a payment of $1,789.18 on group 17776 for the June invoice 6389892.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] With the card ending in [PII].
[AGENT][NEUTRAL] Expiration [PII].
[AGENT][NEUTRAL] And the code is [PII] with the zip code of [PII].
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] All right. And if you hold on.
[CUSTOMER][NEUTRAL] I will get a confirmation in the in the email, right?
[AGENT][NEUTRAL] I can send you a confirmation via um.
[AGENT][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] Yes, please. You can send it to [PII] if that's the email that you have on in on the system. That will be fine.
[AGENT][NEUTRAL] I have yours as well.
[CUSTOMER][NEUTRAL] OK, you can send it to both of us then, and if you can send us a copy of the invoice too. I'm sorry to.
[AGENT][NEUTRAL] I could only do it to one email.
[AGENT][NEUTRAL] I can only do it to one email, but.
[CUSTOMER][NEUTRAL] OK. OK, so just
[CUSTOMER][NEUTRAL] OK, just send it to me, the, the, the confirmation and the invoice. I have a um a call from another company that I'm trying to get in touch with, um, you don't need anything else from me, right? It, it's, it's already done.
[AGENT][NEUTRAL] Uh, if, if you are.
[AGENT][NEUTRAL] If there's not any other questions.
[CUSTOMER][POSITIVE] No, no, no, that's it. That will be all. Thank you so much.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day and I'll get that transaction, I mean, sent to you and a copy of the July invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. I really appreciate it. Thank you.
[AGENT][POSITIVE] You're so welcome. Thank you and you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] All right, thank you, bye bye.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello. See the culpa, the.
[CUSTOMER][NEUTRAL] Uh, [PII] the Araguac.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK.