AccountId: 011433970860
ContactId: 480edee9-d090-47ae-bd05-a376352b2852
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 571479 ms
Total Talk Time (AGENT): 161645 ms
Total Talk Time (CUSTOMER): 400903 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/480edee9-d090-47ae-bd05-a376352b2852_20250618T22:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to get the invoice to make the payment. I, I noticed that the, the website has been changed. Uh, after you, please submit the invoice to complete the process. I don't know how this is completely new for me. I'm checking right now. I would like to make the payment, but I, I would like, uh, well, can you, uh, guide me a little bit to make the payment, um, is what I need, um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can help you.
[CUSTOMER][NEUTRAL] And uh try to get also the invoice and I don't, I'm not able to get the invoice. I think the, the whole list of employees that are insured with the APL, but I don't see it the how to get the invoice. Is there any way that you can handle it?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I can help you with it. Can I please get your name and your group number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] And the group number, it's um, let you know now.
[CUSTOMER][NEUTRAL] It's um, just one second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, here it is. Let's see, it's 23,770. Mhm.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is your callback number just in case the call is dropped I'll be able to call you back?
[CUSTOMER][NEUTRAL] Of course, of course. This, this is my cell number where I'm calling you. It's [PII].
[AGENT][NEUTRAL] OK, let me look up your group real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's gonna be just a minute while it tries to pull it in.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your group's physical address?
[CUSTOMER][NEUTRAL] Sure, and the physical address is uh [PII].
[AGENT][POSITIVE] Thank you. And then also your email address.
[CUSTOMER][NEUTRAL] The email address uh [PII].
[AGENT][NEUTRAL] That you have for the group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Now, I've got a question for you. So you're already in the online service center. You've already signed up for the new one?
[AGENT][NEUTRAL] And you're in there now? OK. When you go to.
[CUSTOMER][NEUTRAL] Yes, I did, OK.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm in it. Mhm.
[AGENT][NEUTRAL] When you go to my groups and then you go to the invoice.
[AGENT][NEUTRAL] We can't right now, yes, my group and then you'll go to the invoice you want to pay.
[CUSTOMER][NEUTRAL] My group
[AGENT][NEUTRAL] At this time.
[CUSTOMER][NEUTRAL] Yeah, but before I pay, no, before I pay, I need the invoice. Mhm.
[AGENT][NEUTRAL] OK, so right now at this time we cannot um we don't have the functionality to download the invoice for you, um, in the online service center. Now I can look and um.
[AGENT][NEUTRAL] See about sending you the invoice.
[AGENT][NEUTRAL] If that would work for you.
[CUSTOMER][NEUTRAL] OK, great. Can you send me, can you send me an uh encrypted message so I can, I don't want like open an invoice, I mean an opening email, you know, if you can send me, I know it's the same amount. I noticed I, I click on the invoice immediately and uh yes, there was an error processing your request. Oh now I give you an error, but before it let me, so I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. So
[CUSTOMER][NEGATIVE] I've been trying this so many days that's why this is behind. Oh, hold on, let me, let me go and check again invoicing, let's say try it again, maybe now it works sometimes they give an error.
[AGENT][NEUTRAL] Now
[CUSTOMER][NEUTRAL] OK, here I have. OK, submit invoice. I already checked the whole employees for this invoice, uh, for the invoice number, um, what is it? Oh, now appears the June, I need the July, the May, because the May is behind.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know why. Anyways, I'll pay the June round now. OK, let me go and check. Well, the same amount as May, so will be the same numbers of employees. I don't think so. Anything else that, yeah, in the same amount.
[AGENT][NEUTRAL] So I'm showing, I'm showing the invoice for um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I showed the uh let's see that was bill date was April it was paid [PII] and it was invoice 6,385,260.
[CUSTOMER][NEUTRAL] Yeah, but that was already paid, the April. We're talking about May and June. Now June, I will pay June and then I will go back again for May because I will have, I have May, and that was giving me an error, so I pick up the next, which was June, in June I was able to, to get it. He said action required after review, please submit. OK, I'm gonna put somemit invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now, here a payment selection, select how you like to pay this invoice. ACH or paper check, ACH definitely. OK, next, and then [PII], yes, next. And then ACH, uh, there's everything here already, OK, so I'll pay the right, right now, OK? I'm paying June.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because why I'm paying you, because I was not able to get it. The other one submit invoice, OK, invoice submit it. I usually give me before, and they use the the from the previous one, they used, used to give me the chance to get a confirmation and that is not, this is a submit invoice, invoice submitted return and a check mark.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] I can put return, but uh how can I get the confirmation?
[AGENT][NEUTRAL] The confirmation should come to your email.
[CUSTOMER][NEGATIVE] Uh, there's no way that I can.
[CUSTOMER][POSITIVE] Ah, great, perfect. OK, I got it. OK.
[AGENT][POSITIVE] Yes, ma'am. Good.
[CUSTOMER][NEUTRAL] I already, I already, I already, OK, bring coupon, let me see here. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm. Let's see, probably in the print coupon case. I don't get it.
[CUSTOMER][NEUTRAL] Let me see here quick, OK. Oh no, this is the coupon only. Anyways, I already have it here. All right, OK, go ahead. Mhm.
[AGENT][NEUTRAL] Now, yeah, yes.
[AGENT][NEUTRAL] Yes, and you will get that coupon every time because some people like to pay it by check and that coupon can go with the check, but if you don't want it, you just ignore it.
[CUSTOMER][NEUTRAL] No, and now I go back.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEGATIVE] OK, got it. No, no, no, definitely we're paying ACH. No more checks. OK, invoicing now, no more checks. Why are we gonna lose time now, and it's now in a risk, all checks are in a risk, and I mean, people used to get the information into, you know. Actually, I have made, but uh because of the bank, I don't wanna create with the bank like um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I would say like um
[CUSTOMER][NEUTRAL] Risk department can say, oh, same amount same day same amount double and that one like the bank say we were not going to go uh it's not going to go to know through this to the same amount to the same vendor, you know what I'm saying?
[CUSTOMER][NEUTRAL] So it's, it's OK for you guys if I get paid tomorrow instead of, I've already paid this one with the day of [PII], but I got June instead of being May. So tomorrow I would pay May. Even though tomorrow no bank, but I, but I would be on the following day, which is the [PII]. Is that OK? Because it's May, you know?
[AGENT][NEUTRAL] They check it, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That sounds fine.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, perfect.
[CUSTOMER][NEUTRAL] It's OK? Alright, so I'll do that. So yeah, can you send me the invoices if you don't mind, please?
[AGENT][POSITIVE] Yes, it's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I will get them together and send them to you by um through your email. I'll email them to and they will come in a PDF so you will have to click on them in order to open them.
[CUSTOMER][POSITIVE] OK, perfect. Yeah, I already got the confirmation payment for that invoice for June, which is great, OK. I already got it and then that's it now, OK, that's it for now. OK, thank you so much. I think that's it. Once I pay on Friday or tomorrow and then will guys get this payment for me soon, uh, I think I will be, everything will be updated, OK? Alright, perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Thank you. I hope you have a beautiful night.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] You take care. All right. Good night, Ms. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] OK. Good night. Bye bye.
[CUSTOMER][POSITIVE] Good night. Good night. Bye.