AccountId: 011433970860
ContactId: 42837a3c-dd53-4abe-ad48-2ce262481fa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 580450 ms
Total Talk Time (AGENT): 172905 ms
Total Talk Time (CUSTOMER): 193975 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/42837a3c-dd53-4abe-ad48-2ce262481fa7_20250623T13:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], thank you. um, I have a question. I'm, I'm an account holder or my business is, and I'm trying to log on. I've attempted several times. I get the email, um, for in the invoice notice and I need to go ahead and pay for it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But when I click on log in, I put my business email and then I get the 4 digit number. I put that number in and then it says my email isn't isn't part of the account.
[CUSTOMER][NEUTRAL] Would you be able to help me with that?
[AGENT][NEUTRAL] Yeah, so the online service center did change a couple of weeks ago. Have you guys recently logged back in because everybody's having to create new logins.
[CUSTOMER][NEUTRAL] Oh, so then maybe that's what it is.
[AGENT][NEUTRAL] Yeah, do you have the group number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, I can get that for you one second.
[CUSTOMER][NEUTRAL] Because I get the invoice emails and I used to be able just to, you know, it was a couple of clicks and pay.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] But hold on, let me see what the group number.
[CUSTOMER][NEUTRAL] The group number is I don't have that.
[CUSTOMER][NEUTRAL] 80008.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] And then if you can just verify the name of the um group as well.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sure, it's Jordan Glass Corporation.
[AGENT][POSITIVE] OK, perfect. All right, thank you.
[AGENT][NEUTRAL] So the contact email that's on here is [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, that would be me.
[AGENT][NEUTRAL] OK, so what you're gonna wanna do is when you get to the a.m. public site you have to click create OSC account.
[CUSTOMER][NEUTRAL] OK, I'm here.
[AGENT][NEUTRAL] And you're gonna click on that you're a group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the only thing that you need to put in is the group number and then I the email where the asterisks are, those are the only required fields.
[AGENT][NEUTRAL] Yeah, so just group number and email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it'll ask you when you click next to complete your account set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh there we go OK so just um.
[AGENT][NEUTRAL] So then it's gonna ask it should ask to verify email so you're gonna put in your email and it's gonna email you a verification code you'll need to put that in and then click verify and then you'll create the password and that'll get you in to see your invoices.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So going forward, it'll always be your email as the username now.
[CUSTOMER][POSITIVE] Oh OK perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me just see, let me
[CUSTOMER][NEUTRAL] Just stick with me for one more minute so that I can do this 339.
[AGENT][POSITIVE] No problem. Yeah.
[CUSTOMER][NEUTRAL] 78
[CUSTOMER][POSITIVE] Oh perfect, we're in.
[CUSTOMER][NEUTRAL] Well let me log in let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I'm back to where it says using user details. I tried to do the log in. I put my email address and I was asking for a verification code.
[AGENT][NEUTRAL] Yeah, it's always, you're gonna have to put in a verification code every time now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, which is fine.
[CUSTOMER][NEUTRAL] I put a new code by accident hold on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] I'm on a dashboard. I see my broker's name. Where do I go to pay? Resource center?
[AGENT][NEUTRAL] So under my group on the left hand side if you click that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the invoicing?
[AGENT][NEUTRAL] It will go to invoicing, yeah.
[AGENT][NEUTRAL] And then I believe you should be able to, but it's those pages are taking a moment to load but you should be able to click on the invoice and then submit the payment from there.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm showing 3 open invoices. Oh boy.
[CUSTOMER][NEUTRAL] OK, I already have.
[CUSTOMER][NEUTRAL] It already has the account ACH information, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. OK, I had 2 open 13 open, so let me go ahead and pay those, uh, but thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Have a good rest of your baby.
[CUSTOMER][NEGATIVE] Oh look, wait it says now that it's unable to find open invoices.
[CUSTOMER][NEUTRAL] To call the same number and hit option 4.
[CUSTOMER][NEUTRAL] If I go to pay the invoice in April.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, now if I even if I pick pick um to pay invoice in June.
[CUSTOMER][NEUTRAL] It's telling me to call for assistance.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] If you want I can transfer you to billing if you wanna just go ahead and pay it over the phone.
[AGENT][NEUTRAL] Um, I don't know why.
[CUSTOMER][NEUTRAL] Yeah, because now I hit July and I can pay July.
[AGENT][NEUTRAL] Oh, it lets you pay July, but it won't let you pay the.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] They won't let me pay June.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So I so I paid.
[CUSTOMER][NEGATIVE] Let me go back to manage, no, not manage users resources, no, oh, it logged me out.
[AGENT][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] Yeah, it's under my group is where you go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And logged me out.
[CUSTOMER][NEUTRAL] I don't know what I did now I go to APL home and it says products announcements billing OK billing.
[CUSTOMER][NEUTRAL] I don't know what it is now under billing it's telling me there's topics about APL or there's products or tags.
[AGENT][NEGATIVE] Yeah, it sounds like you're not even logged. I don't know where you're at. Um.
[CUSTOMER][NEUTRAL] Let me I'll what I'll do is I'll log out. Can you see or maybe you wanna transfer me to billing just to, oh no, look, I got a confirmation email.
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEGATIVE] It doesn't say what day I paid it says the date I paid but not what month I paid.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I, I don't know.
[CUSTOMER][NEUTRAL] It's just a call to.
[AGENT][NEUTRAL] If it kicked you out and you need to log back in, or
[CUSTOMER][NEUTRAL] OK, log back in and now I go to get my group right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the invoicing tab.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Due to scheduled maintenance, the ability to download your invoices are available at this time for assistance call or email.
[AGENT][NEUTRAL] Yeah, I know the download invoicing isn't working, but does it show that that maybe did it update any show that what you did pay?
[CUSTOMER][POSITIVE] It did OK, so here's the 3rd 1, perfect, got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, so we should be all paid for.
[AGENT][POSITIVE] OK. All right, perfect.
[CUSTOMER][POSITIVE] All right, well thank you so much.
[AGENT][POSITIVE] You're welcome. Sorry about the confusion. OK.
[CUSTOMER][POSITIVE] I got it thank, no, no, no, it's clear thank you OK bye bye thanks.
[AGENT][POSITIVE] All right. You're welcome.
[AGENT][NEUTRAL] Bye bye.