AccountId: 011433970860
ContactId: 58d764f3-43cc-40fd-8fe1-6d19d79bb582
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333500 ms
Total Talk Time (AGENT): 89933 ms
Total Talk Time (CUSTOMER): 170974 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/58d764f3-43cc-40fd-8fe1-6d19d79bb582_20250606T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, this is [PII] with um Mike's Auto Glass and um.
[CUSTOMER][NEUTRAL] I just missed a call from you guys to help me try and get back online to your um.
[CUSTOMER][NEUTRAL] Portal so I can pay our invoice and everything?
[CUSTOMER][NEUTRAL] I guess you guys made some changes and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so have you been able to create the login or is it giving you just the error message when you try?
[CUSTOMER][NEUTRAL] Well, um, I got into it with her the other day, but then it wasn't letting me pay the invoice, so should I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Try
[AGENT][POSITIVE] Yeah, give it a go and see um if not I can reach out and see we have a team that's working on those call backs. I'm not sure who it was but I could definitely try and reach out and see who it was.
[CUSTOMER][NEUTRAL] OK, yeah, because they're like, oh I'm gonna send you an invoice an email and it just says care team, so they didn't say who they were.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, um.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so will they should I just reply to this and say missed your call somebody call me back or what am I supposed to do here?
[AGENT][NEUTRAL] Yeah, I would, yeah, if it's still not letting you, it's still not letting you pay the invoice when you log back in, it's still there.
[CUSTOMER][NEUTRAL] I don't, I guess I'll, I'll try again. Let's see.
[CUSTOMER][NEUTRAL] Alright, alright, so you think I should just try again?
[AGENT][NEUTRAL] Try again and like see if it's allowing you to and then um
[AGENT][NEUTRAL] Yeah, if it's still not working then.
[AGENT][NEUTRAL] I can see if we can I can reach out to that group and see if I can find out who it was that called you and maybe just transfer you over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, alright, I could do that and then I, or I could and then just try and email these folks. I'm not sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because they didn't say it's working now they just said we tried to contact you and.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] In the voicemail, 769.
[CUSTOMER][NEUTRAL] Uh, verify code continue.
[CUSTOMER][NEUTRAL] OK, I'm in the dashboard.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Next, next, next.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Good resource center.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Billing
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Where was the invoice? I don't remember, maybe.
[AGENT][NEUTRAL] Um, so it looks like you click on once you get into the dashboard, you click on, um, go to group.
[AGENT][NEUTRAL] And then once you click go to group there should be a tab that says invoicing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me get, I wonder if I came home, so it's products about APM billing claim support training business support announcements.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't see a group.
[AGENT][NEUTRAL] Do you, do you see anything above that says my group?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So home search. Let me go here we turn to OSC. Let's see. Oh yeah, right here in my group.
[CUSTOMER][NEUTRAL] Let me close this.
[CUSTOMER][NEUTRAL] My group.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My group.
[CUSTOMER][NEUTRAL] Invoicing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Due to scheduled maintenance, the ability to download, OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I think we're
[CUSTOMER][NEUTRAL] OK, I think um I think I'm in.
[CUSTOMER][NEUTRAL] Hm, after viewing, please submit the invoice to complete the process.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] ACH. All right, I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No, don't apologize. No worries.
[CUSTOMER][NEUTRAL] I guess um
[CUSTOMER][NEUTRAL] I guess we are, we are fixed, yay, OK, I just paid the invoice.
[AGENT][POSITIVE] OK, yay, good news.
[CUSTOMER][NEUTRAL] Something I'll have I gotta write that down so I at that first page I go to I pick I choose my group because it's all new.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I forgot, um.
[AGENT][POSITIVE] No worries.
[CUSTOMER][POSITIVE] Um, about what I was supposed to do, so maybe that's why I was getting a little frustrated. OK, awesome. Well, thank you so much for your help.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Hi, my pleasure. Have a good weekend.
[CUSTOMER][NEUTRAL] You too, hon. Bye-bye.
[AGENT][NEUTRAL] Bye bye