AccountId: 011433970860
ContactId: 4137d9a9-5bf5-4bd2-b31b-7f29b82e70a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1191380 ms
Total Talk Time (AGENT): 273233 ms
Total Talk Time (CUSTOMER): 458935 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/4137d9a9-5bf5-4bd2-b31b-7f29b82e70a2_20250620T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. Uh, my name is [PII]. I'm a financial controller for Synergy Builders. I received an email to our accounts payable department. Um, apparently you're saying that my invoice is outstanding, but I checked my bank records and it seems like I paid it on [PII] and I'm going to try to log in.
[CUSTOMER][NEGATIVE] And you're not recognizing my email address or my user's name.
[CUSTOMER][NEUTRAL] Um, I don't know if you cancel me out. Um, would you be able to help me go through this and let's review this together?
[AGENT][POSITIVE] Yeah, I'll be happy to help you with that. And I'm sorry, can I get your name one more time, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] OK, what's your group number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 24151.
[AGENT][NEUTRAL] Alright, and could you please um just verify the group name and group address that we should have on file?
[CUSTOMER][NEUTRAL] Group name, it's Synergy, that's spelled with C I N E R G Y.
[CUSTOMER][NEUTRAL] Eder Inc.
[CUSTOMER][NEUTRAL] And I to doing business at Synergy restoration.
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] That's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And is the number that you're calling from [PII] a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, [PII], thank you for verifying that for me. So let me take a look at
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your invoices and see what we have.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Yeah, getting a little confusing to me.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so I am showing that May and June are still outstanding, but let me see, see, did you, um, say that you sent the, did you send a check or did you pay it through ACH? How did you pay those invoices?
[CUSTOMER][NEUTRAL] I normally pay by ACH.
[CUSTOMER][NEUTRAL] And I call on my [PII] payment to the invoice that um ends with 7924. The whole invoice number is 6387924.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Let me see what invoice that is.
[CUSTOMER][NEGATIVE] And I never got the for.
[AGENT][NEUTRAL] OK, that's for May.
[CUSTOMER][NEUTRAL] For June.
[AGENT][NEUTRAL] Um, May 6387924 and you said you paid that through ACH?
[CUSTOMER][NEUTRAL] Yes, and I have it. It was done on [PII].
[CUSTOMER][NEUTRAL] $508.92 it was debited from my Chase Bank account.
[AGENT][NEUTRAL] OK, we're showing a payment on um [PII] for that amount, but that was for invoice 6385309, which was April.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK, so I think I have a previous payment for [PII].
[CUSTOMER][NEUTRAL] Yeah, I think we somehow we got skipped a month um it I have a payment for [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm showing that one for invoice 6384154, which would have been your March invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Alright, so that that sounds great. The [PII] goes for 63.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] 54
[CUSTOMER][NEUTRAL] March
[CUSTOMER][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] Is that be 683-810.
[CUSTOMER][NEUTRAL] 143.
[AGENT][NEUTRAL] Yeah, for February, yeah, we have it for [PII] and that's 6380143, which would have been the February invoice.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] [PII], [PII], you said.
[AGENT][NEUTRAL] Yeah, we received it [PII], but it may have come out of your account on [PII].
[CUSTOMER][NEUTRAL] Time again.
[CUSTOMER][NEUTRAL] And then I have [PII], so that was for.
[CUSTOMER][NEUTRAL] Uh, January.
[CUSTOMER][NEUTRAL] 637-7543
[AGENT][NEUTRAL] Yeah that's what we have.
[CUSTOMER][NEUTRAL] OK, so the [PII].
[CUSTOMER][NEUTRAL] You say that goes for.
[AGENT][NEUTRAL] Um, April, we have invoice number 63853009.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh, I have a bill payment on [PII].
[CUSTOMER][NEUTRAL] A bill payments, so that must have not gone through.
[CUSTOMER][NEUTRAL] And I have these days.
[CUSTOMER][NEUTRAL] I that
[CUSTOMER][NEUTRAL] 25 didn't go through.
[CUSTOMER][NEUTRAL] Because I was supposed to pay invoice.
[CUSTOMER][NEUTRAL] 5 638-5309, so you're taking my [PII].
[CUSTOMER][NEUTRAL] 26385309.
[AGENT][NEUTRAL] Um, yeah, that's what we're showing. Let me see who submitted it if it was us or if it was, um, you guys.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So I guess it never came out of my bank because I printed out all the $508.92.
[CUSTOMER][NEUTRAL] Unless there was a different amount.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Please go back to.
[CUSTOMER][NEUTRAL] So sometimes we have like a member that might have dropped the deposit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm showing that um it was submitted by the payment was submitted by the group, um, the [PII] submitted on [PII] for 50892 and that was for the April invoice.
[CUSTOMER][NEUTRAL] So somehow
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And that's the one that ends with the 309.
[CUSTOMER][NEUTRAL] Invoice
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, so we're still outstanding May.
[CUSTOMER][NEUTRAL] That's a problem. Alright, so I need to uncheck the one that's in May.
[CUSTOMER][NEGATIVE] So I can't pay the May because I can't log into um the APL website because it's not recognizing my email or password.
[CUSTOMER][NEUTRAL] Can you reset that?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, um, well, the, um, problem issues we, uh, have a, a revamped website, um, so it requires you to register again with your email address and I can help you with that.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] I'll be tired.
[AGENT][NEUTRAL] Uh, so let me know when you get to the website to the home page, and um I'll walk you through.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, my.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So would that website be [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][NEUTRAL] Alright so being with the lady with the cross arm with the cell phone in her hand.
[AGENT][NEUTRAL] Yeah and then you're gonna um do you see where it says create new account?
[CUSTOMER][NEUTRAL] Create your OSC account.
[AGENT][NEUTRAL] Yes, so you'll click that and you'll select group and then let me know when you get to that next screen.
[CUSTOMER][NEUTRAL] It says what will that describe you?
[CUSTOMER][POSITIVE] So I said, good.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can I put in my group number?
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then you'll put in
[CUSTOMER][NEUTRAL] The zip code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then the phone number [PII]. No wonder I wasn't getting anything. OK.
[AGENT][NEUTRAL] And then your email we have on file accounts payable at the um restoration.
[CUSTOMER][NEUTRAL] Right right.
[CUSTOMER][NEUTRAL] Oh, that's, that's.
[CUSTOMER][NEUTRAL] Yeah, so I need to use that email?
[AGENT][NEUTRAL] Yeah, you'll have to use the what we have um it has to be entered exactly what we have in the system in order for it to allow you to register.
[CUSTOMER][NEUTRAL] So like accounts payable EDI regation.
[CUSTOMER][NEUTRAL] Florida.
[CUSTOMER][NEUTRAL] snacks
[CUSTOMER][NEUTRAL] Complete your account status continue.
[CUSTOMER][NEUTRAL] Alright, so if that's the case next to say, please click send button.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I have to put in the accounts payable email address.
[AGENT][NEUTRAL] Um, yes, so you'll click send verification and it'll send a verification code to that email.
[CUSTOMER][NEUTRAL] Oh, that's my employee. I the one that I was not recognizing.
[CUSTOMER][NEUTRAL] Used to be my username, OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Yeah, the new website it goes by email now instead of username.
[CUSTOMER][NEUTRAL] Alright, so let me go outside my.
[CUSTOMER][NEGATIVE] I didn't get the invitation. Hold on one second. I have to go outside my office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK, I'm back.
[CUSTOMER][NEUTRAL] I've got my code [PII].
[CUSTOMER][POSITIVE] Yeah I can.
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] So change email but I can leave it the same.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The password.
[CUSTOMER][NEUTRAL] Yeah, so I'm gonna write this down.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, but this is like.
[CUSTOMER][NEUTRAL] Um, what do you call it, confidential information that's outside of HR. I don't want this to go to accounts payable.
[CUSTOMER][NEUTRAL] Are they gonna see the information on the billing?
[AGENT][NEUTRAL] Um, yeah, in order to change the email address you'll have to um email our care team um and uh and let them know what email you want it changed to because we just had to receive those requests in writing and then um you'll need to register again with that email address.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, I think.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Because I'm the HR person I should be getting it directly.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] I don't even know how you even got this email in the first place.
[AGENT][NEUTRAL] Um, it would have been what was submitted to us, um, let me see, it looks like.
[AGENT][NEUTRAL] Um, the agent, [PII] back in [PII], um, requested that the email be changed to the email that we have now.
[CUSTOMER][NEUTRAL] Does this come about?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Back in [PII], but that was before my time.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No wonder.
[CUSTOMER][NEUTRAL] What was the name of the person that submitted it?
[AGENT][NEUTRAL] Um, [PII], um, so she's the agent, um, your, the agent for the plan.
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] I says display name. What's that supposed to go in there?
[AGENT][NEUTRAL] Um, it can just be your company name, whatever you want to show, um, right there.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, OK
[CUSTOMER][NEGATIVE] Oh, my password didn't match hold on.
[CUSTOMER][NEUTRAL] OK, terms of use. I agree to the terms of use privacy policy incentive.
[CUSTOMER][POSITIVE] The account has been successfully created going to the dashboard.
[CUSTOMER][NEGATIVE] Now I have to log in.
[CUSTOMER][NEUTRAL] A kind of verification code again.
[CUSTOMER][NEGATIVE] Oh God, it's gonna be a pain in the ass right.
[CUSTOMER][NEUTRAL] Alright, so here's my dashboard.
[CUSTOMER][NEUTRAL] Welcome to our online service.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] To view your invoices you'll click on my group and then um you should see a tab that says invoicing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also um the verification code that should have sent it to you twice and I think it's only um when you first register your account so you won't have to do that every time.
[CUSTOMER][NEUTRAL] So it stays on my computer?
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEGATIVE] Like it won't send you a verification code every time you log in. Um, it, I, I don't believe so. Um, I think that it only sends you those two verification codes when you first register.
[CUSTOMER][NEUTRAL] See my name comes up at the contact [PII], OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we have the group admin.
[CUSTOMER][NEUTRAL] So we
[CUSTOMER][NEUTRAL] So where's my billing information?
[AGENT][NEUTRAL] Um, if you go to my group, you should see a tab that says invoicing.
[CUSTOMER][NEUTRAL] I can I can get
[CUSTOMER][NEUTRAL] Oh, OK, yeah, OK.
[CUSTOMER][NEUTRAL] You always need to schedule.
[CUSTOMER][NEGATIVE] The ability to download the invoice is unavailable at this time.
[CUSTOMER][NEUTRAL] Alright, so I need to pay the May invoice?
[CUSTOMER][POSITIVE] Alright, alright, I got some catching up to do. Thank you so much.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, you've been helpful. I appreciate it.
[AGENT][POSITIVE] All right. I hope you have a great weekend. Thank you.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Mhm