AccountId: 011433970860
ContactId: 42415cf3-fc6d-46c0-b0e4-89a572c32ba1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363380 ms
Total Talk Time (AGENT): 139476 ms
Total Talk Time (CUSTOMER): 175589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/42415cf3-fc6d-46c0-b0e4-89a572c32ba1_20250606T15:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Score testing. I know that you have been changing the website because I usually find this month has been crazy because I, I'm trying.
[CUSTOMER][NEUTRAL] I, I, I, I don't see finally I could get into the account, OK, but now I don't see the billing there so I can pay it, so I don't know how can we do this this month. Um, I usually pay with my bank directly. I only have to, you know, to hit the invoice on whatever because I cannot put it like automatic payment. I have to go every month, so I don't know if that change with this website, um, with this new website.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, could you please walk me through because I don't know how to pay this in, uh, this bill for this month. Well, I can send a check, you know what I mean, but faster I think that it's gonna be through your portal.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] If the website was working correctly, you would have been able to pay on the website like you usually, you know, did previously, but since the new launch we've had, we're having so many errors, I don't know to tell you if it's something I, I, I believe it's the system. I don't think it's anything that you're doing, um, because there should be, you know how.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no, no, it's
[AGENT][NEUTRAL] Yeah, it's definitely the system.
[CUSTOMER][NEUTRAL] Like, I have.
[CUSTOMER][NEGATIVE] I have tried since the [PII], OK, because I paid on the [PII]. I never go, you know, I don't care if it's Sunday, I will pay on the [PII]. And when I went, I was up to my, um, uh, um, [PII] my gosh, my agents like it. Did something happen with with APL because I don't, I don't have it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then finally yesterday after everyday trying, I could get access to the account, because no, it wasn't even recognizing my email, it was crazy. But when I put the billing, it's not even showing my billing. So, what do you recommend me to do? Send a check to this address in [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you'd like to, yes, or if you want to wait for the system to get itself together, um, you can wait also, but um let me get your group number and pull you up. Um, may I, may I have your name and your group number?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yes, [PII], and the group number is 26638. Or maybe I can make a payment by phone. I don't know if you can get that.
[AGENT][NEUTRAL] Yes, I was going to let you know that is one of the options too if you want me to get you to group billing, um.
[AGENT][NEUTRAL] I can definitely do that. So you can make the payment. You're welcome. And I have your group here. I just need you to verify the group name, mailing address, and your email address.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sinor testing LLC [PII] and [PII].
[AGENT][NEUTRAL] OK, and what's a good contact number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And um if you'd like, did you want me to go ahead and get you over to group billing to make the payment?
[CUSTOMER][POSITIVE] Yes, absolutely, absolutely, I prefer that.
[AGENT][NEUTRAL] OK, and what's the invoice number that you have there that you, oh, you can't access it. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] April, OK.
[AGENT][NEUTRAL] I'm so used to asking those questions. Do you have the invoice number?
[CUSTOMER][NEUTRAL] Yes, 0006391216.
[AGENT][NEUTRAL] Here we go. OK, so it's for June.
[AGENT][NEUTRAL] OK, and before I transfer you over to group billing, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, make the payment. That's it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great weekend and hold on one moment while I get a billing rep for you, OK?
[CUSTOMER][POSITIVE] Thanks you too thank you.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][NEUTRAL] I'm well. How about you?
[AGENT][NEUTRAL] I'm doing good. I have a group admin on the other line. She was, well, she finally has access to the online service center, but now she can't get to her invoices and she's trying to make a payment or or she wants to know if she can make a payment over the phone. I told her she could.
[CUSTOMER][NEUTRAL] Oh yeah, I can do that but she's probably wanting to pay by ACH over the phone. I can't do that, but I can walk her through getting the invoice paid online.
[AGENT][NEUTRAL] OK, um, it's group number 26638.
[CUSTOMER][NEUTRAL] All right. And her name?
[AGENT][NEUTRAL] And we're speaking with, I keep saying mainly, I think it's [PII] Mayly.
[AGENT][NEUTRAL] It's the group admin.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] 2663.
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] Alright, and is the phone number on there a good call back number?
[AGENT][NEUTRAL] Yes, the [PII].
[CUSTOMER][POSITIVE] All right. I'm ready for whenever you are.
[AGENT][NEUTRAL] And she is for June. OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Perfect, thank you so much and have a nice day.
[AGENT][NEUTRAL] You also. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah bye. Hi [PII] as she said this is [PII] I understand you're trying to pay an invoice on our.