AccountId: 011433970860
ContactId: 3f7fea60-fc0c-4632-82d8-10e601f21fa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 933299 ms
Total Talk Time (AGENT): 234190 ms
Total Talk Time (CUSTOMER): 282666 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/3f7fea60-fc0c-4632-82d8-10e601f21fa0_20250604T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Cedar Wood Townhouses HOA.
[CUSTOMER][NEUTRAL] I was calling because I know our account is like uh ACH payment.
[CUSTOMER][NEUTRAL] Uh, just I wanna make sure if I have to log in every time for the submit the payment or go automatic.
[AGENT][NEUTRAL] You do, you would have to log in for each different uh separate payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you help me to log in because um we, um, remodeling the office here and I don't know what is the, the information.
[CUSTOMER][NEUTRAL] For the log in because we switched the computers.
[AGENT][NEUTRAL] Sure, um, we actually have launched a new site so you have to reregister anyways but if you could give me your group number I can help walk you through that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the um the group number.
[CUSTOMER][NEUTRAL] It's 17,500.
[AGENT][POSITIVE] I, I'm so sorry, what was that again?
[CUSTOMER][NEUTRAL] 17,500.
[CUSTOMER][NEUTRAL] 501 I'm sorry 501.
[AGENT][NEUTRAL] So, and you said Cedar Woods Townhouse?
[CUSTOMER][NEUTRAL] Cedar Wood Townhouse HOA.
[AGENT][NEUTRAL] And you said your name is [PII]. Would you mind giving me your uh physical address and phone number, please?
[CUSTOMER][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is that a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, good. All right, let's see here.
[AGENT][NEUTRAL] Let's get you set up [PII].
[AGENT][NEUTRAL] All right, if you would go to, well, I'll tell you what, um.
[AGENT][NEUTRAL] Is the email address we have on file a good one to send an email to? I have [PII].
[CUSTOMER][NEUTRAL] As [PII]
[CUSTOMER][POSITIVE] Yes, correct, mhm.
[AGENT][NEUTRAL] Alright, I'm gonna send you an email and it's going to have the information on how to create the account I will walk you through it. I just wanna make sure you have this, let's see.
[CUSTOMER][NEUTRAL] Because I, I think so I logged in last time but I don't know.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, so we have that new site, so you'll have to reregister.
[CUSTOMER][NEUTRAL] But I have information.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][POSITIVE] And now you will no longer need a user ID, just your email which is great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] But even for the ACH payment, um, they have to look in for submit the payments.
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Every time.
[AGENT][POSITIVE] Yes ma'am, hopefully you know we can get that uh maybe I'll be an update in the future. I'm not sure but uh hopefully we'll get that where you can set it up just automatically do but not at the moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Did you send the email already?
[AGENT][NEUTRAL] Not yet. I'm working on that right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh let me know when is the due date for the um our payment.
[AGENT][NEUTRAL] All right, I just sent it over.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, so if you go to our website that you would normally log in.
[AGENT][NEUTRAL] You'll just have
[CUSTOMER][NEUTRAL] Uh, just send me via email or I just I try to log in.
[AGENT][NEUTRAL] I did send you an email with the user guide, but if you want to just set up your account real quick I can walk you through that.
[CUSTOMER][NEUTRAL] OK, alright, so I have to create your.
[AGENT][NEUTRAL] If you just go to our website.
[CUSTOMER][NEUTRAL] Yeah, I'm in the website so I say create your OSC account so I clicked there.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so what are you going the group?
[AGENT][NEUTRAL] You wanna choose group?
[CUSTOMER][NEUTRAL] Oh, which one?
[AGENT][NEUTRAL] The group, you're, you're at the group level.
[CUSTOMER][NEUTRAL] Grove right so and I put the number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So everything that you enter will have to match what is in our system when it comes to the group's information, so the email address would be that one I just sent the email to and the phone number that you gave me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm wait the same day for me check.
[CUSTOMER][NEUTRAL] OK, so now they asked me for the email again.
[CUSTOMER][NEUTRAL] And I have to create a password.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And this plain name so I put the num the name of the company.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Well that could be your name or uh the company's name.
[CUSTOMER][NEUTRAL] Alright, and given the name I got the blue line.
[CUSTOMER][NEUTRAL] Oh, they asked me send send it for the Coke. Let me check.
[CUSTOMER][NEUTRAL] The email because they asked me for the call.
[CUSTOMER][NEUTRAL] I'm waiting for the email with the code.
[AGENT][NEUTRAL] Sometimes we found that those codes may be going to a junk or spam folder so if you don't get it in your inbox check there.
[CUSTOMER][NEUTRAL] Yeah, let me see again.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, I never received it even in the junk emails.
[AGENT][NEUTRAL] I've seen them go through fairly quickly and then some take a little bit of time.
[CUSTOMER][NEUTRAL] Let me see agai[PII]
[CUSTOMER][NEUTRAL] Um, give me a go.
[CUSTOMER][NEUTRAL] OK, so now I received something.
[CUSTOMER][POSITIVE] Right now I got it.
[AGENT][POSITIVE] Oh, good.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And when I tried to look in, they asked me again for another call.
[CUSTOMER][NEUTRAL] I don't know. I have to put the same one.
[AGENT][NEGATIVE] I believe you're supposed to get another email. I'm not sure why they do that twice, to be quite honest.
[CUSTOMER][POSITIVE] Oh OK, yeah, I get another one now.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK fine and do so on a dashboard.
[AGENT][POSITIVE] Oh, you found your dashboard yay, OK, so if you go to um my group on the list.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll see uh a tab that says invoicing and you click there you should see your open invoices.
[CUSTOMER][NEUTRAL] Yeah, I'm getting a little bit slow, OK.
[CUSTOMER][NEUTRAL] Group details uh invoicing.
[AGENT][NEUTRAL] Yes ma'am, and then if you click on your open invoice the um just send invoices it'll have it listed your June invoice is 638.
[CUSTOMER][NEUTRAL] Oh, they have one for [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] If you click on that invoice number, there should be an invoice that comes up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] AC so I say ACH and then and pay.
[AGENT][NEUTRAL] Yes ma'am, and all of your banking information should have transferred over.
[CUSTOMER][NEGATIVE] And how I know they pay because they say application errorly.
[AGENT][NEUTRAL] You will receive a confirmation email.
[CUSTOMER][NEUTRAL] Mm let me see because they show me the application error client session has occurred in several er for more information.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I apologize I'm not able to hear you very well. What was that?
[CUSTOMER][NEUTRAL] OK, when I submit the payment.
[CUSTOMER][NEGATIVE] They show me the screen application error. A client size session had occurred. See the browser console for more information. So let me see, go back.
[AGENT][NEUTRAL] Oh, it just, it didn't go through. I'm not sure, maybe.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Someone else, I don't know maybe somebody else was submitting one at the very same time I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give it, give it another try. I don't see that it's been submitted yet.
[CUSTOMER][NEUTRAL] Yeah, let me go back again.
[CUSTOMER][NEGATIVE] I don't know it's the system but it's like a slow.
[AGENT][POSITIVE] Yes ma'am, it's so new and a lot of people are getting on today and yesterday just trying to get set up and whatnot we hope that that uh clears up after everyone's gotten on there to create their new account.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so now it's open let me go back.
[CUSTOMER][NEUTRAL] Invoice
[CUSTOMER][NEGATIVE] There is not.
[CUSTOMER][NEUTRAL] Alright, so let me press the invoice open open invoice.
[CUSTOMER][NEUTRAL] Uh just required to receive, please send me the invoice to complete the process.
[CUSTOMER][NEUTRAL] Alright, so now say invoice submitted and return. So and you say after that I received any confirmation email for the payments?
[AGENT][POSITIVE] Yes, ma'am, you should.
[CUSTOMER][NEUTRAL] OK, I got it, yeah, I receive it. So for the for your system for ACH payment I have to look in every time for submit the payment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Currently, yes ma'am, that is the requirement. Every time a new one is generated a new invoice is generated, you will have to go in to submit the payment.
[CUSTOMER][NEUTRAL] OK, when is our due date for payments to have it there so in the beginning of the month?
[AGENT][NEUTRAL] It's the [PII] of the following month that it's created, so this one for June was created at uh towards the end of May and it's not due until [PII].
[CUSTOMER][NEUTRAL] So you 15 is the next one?
[AGENT][NEUTRAL] No ma'am, that was the one you just paid. That was the due date for uh the one you just paid. The next one will be [PII].
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] [PII], so I have on to [PII]. All right, perfect, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] No problem. Anything else I can help with?
[CUSTOMER][NEUTRAL] Always it today and day [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem. Thanks for calling APL. You have a great rest of your week.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye-bye.