AccountId: 011433970860
ContactId: 6004c6c6-7d72-444f-ae5e-70768ca74055
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 774409 ms
Total Talk Time (AGENT): 314640 ms
Total Talk Time (CUSTOMER): 321570 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/6004c6c6-7d72-444f-ae5e-70768ca74055_20250604T14:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with um Mike's Auto Glass Metcalf Enterprises, and um I've been having, I've been having some issues signing into the portal to pay my bill.
[AGENT][NEUTRAL] Yes, ma'am
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] So, um, yeah, so it said to contact you guys if that kept persisting and it has now 3 or 4 times.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, I don't know, so I went into one of my emails and I just did, you know, to, uh, log in and I put in the email that's associated with it and then got a code.
[CUSTOMER][NEUTRAL] And then it it says OK hit continue and then it says your account can't be found.
[AGENT][NEUTRAL] OK, alright, well I can help you with that, Ms. [PII]. Um, we'll try to go ahead and walk you through the online service center. Will you please give me your group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 0, um, 268-887.
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK Mr. [PII], we're gonna verify everything on your group to make sure that we've got everything correct. Can you please verify your physical address for for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is it [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh yeah, this says [PII] on the invoice, but it's brothers.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's plural but we get the invoices.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, good. All right, we'll leave it be then. Oh.
[CUSTOMER][NEUTRAL] Because I have one in front of me.
[AGENT][NEUTRAL] Yes, ma'am. And Ms. [PII], can you also verify your email address for me?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So it's the [PII].
[AGENT][POSITIVE] Thank you. And then also the phone number.
[CUSTOMER][NEUTRAL] Um, so I'm not sure which one you have. So I'm gonna give you either [PII] or [PII]. OK.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] That's my number, yeah.
[AGENT][NEUTRAL] Alright, OK, and that's the number that we show for your group, uh, so all of those things will need to match when you sign up for the online service center, um, and this phone number that I've got for your group, is that a good callback number, Ms. [PII], if we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's where I'm located, yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Awesome alright so what I'm gonna have you do is I'm gonna have you get completely out of your browser, clear it, go back in.
[AGENT][NEUTRAL] And type in [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, hang on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just going into a different browser [PII].
[AGENT][NEUTRAL] [PII] and that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, there you go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And now once it pulls up, let me know when you're at the welcome screen.
[CUSTOMER][NEUTRAL] Yeah, I am.
[AGENT][POSITIVE] OK perfect right underneath the log in.
[AGENT][NEUTRAL] Where it says um create your OSC account, will you click on that please?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna choose group.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, yes, ma'am.
[CUSTOMER][NEUTRAL] And then do next
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when you put in your information remember that brother doesn't have the S on it now we can correct that if you wanna send in an email to the care team and let them know that an S should be on there but to get you in today if you wanna leave it off you'll have to have it exactly as we have it and.
[AGENT][NEUTRAL] Under your profile.
[CUSTOMER][NEUTRAL] Uh, I don't think it's asking for that actually, uh, they spell out [PII] though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then HR so we had to do this again or something or is it just a
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Because I already had a sign on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's, let's go ahead and do it again just to make sure that everything is yes because it's a new um platform.
[CUSTOMER][NEUTRAL] HR at my.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so we'll put my email in there.
[AGENT][NEUTRAL] And also now on this new online service center you're gonna be using your group number to sign in with?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Instead of your
[CUSTOMER][NEUTRAL] All right, so should I send a verification code or should I?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do set up a new password and everything.
[AGENT][NEUTRAL] Uh, go ahead and do the verification code.
[CUSTOMER][NEUTRAL] So because now I'm at.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Let's go ahead and do it all the way through so we can make sure that we've got everything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] We just opened it up on Tuesday so it's been, it's been working out we've been working out kinks and I'm hoping you're not having a kink that's why I want you to do it all the way through.
[CUSTOMER][NEUTRAL] [PII] verify code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] And we have you at Metcalf Enterprises LLC, DBA Mike's Auto Glass.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Playing, so do Metcalf Enterprises?
[AGENT][NEUTRAL] Yes, you can do that as the name.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't know, should my name be in here or?
[AGENT][NEUTRAL] You can use Metcalf or your name either way.
[CUSTOMER][NEUTRAL] Because that
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I'll just do Metcalf and then because it's asking for a given name and a surname just not do I need to worry about that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, a surname is like if your name is [PII] but you go by [PII].
[AGENT][NEUTRAL] And then your surname would be [PII].
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I'm just gonna do Mike's auto glasses to get them all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I just, yeah, I'd rather just leave their stuff in here.
[CUSTOMER][NEUTRAL] OK, terms of use.
[AGENT][NEUTRAL] Now, it may
[AGENT][NEUTRAL] You're the contact person for the group, so it may.
[AGENT][NEUTRAL] It may have you put in your name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, OK, now I said go to dashboard and it's telling me to log in again. Does that sound right?
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] Send verification code again.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You're probably getting tired of me. It's like the 5th 1 I got today.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] Because I kept saying to send it, but it kept kicking me out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Yeah, I'm just trying to pay the invoice and.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alright, good.
[AGENT][NEUTRAL] Now there may be we've had some issues with the invoices being paid in the new online service center for some groups I'm praying that that you're not gonna be one of those groups, but if you are, you can always pay over the telephone with your card and I'll be able to get you to group billing if that's the case and then I'll send in a request to let them know that you're also having issues but we're gonna try to go ahead and do it anyway hopefully you won't be one of the ones.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I'm not because it's um I do an ACH debit from our checking account. I don't use a card.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So I'm not even seeing it here and it's
[CUSTOMER][NEUTRAL] I'm at home and it says products.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] You'll have to go to your invoice that you wanna pay and then click on it and it should pull up your bank information for you.
[CUSTOMER][NEUTRAL] And billing
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, um.
[CUSTOMER][NEGATIVE] This uh uh maybe I'm in the wrong thing.
[CUSTOMER][NEUTRAL] Return to OSC online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So access manage invoicing in my group.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Metcalf DBA.
[CUSTOMER][NEUTRAL] Invoicing.
[CUSTOMER][NEUTRAL] OK, due to scheduled maintenance, the ability to, OK, so.
[CUSTOMER][NEUTRAL] It's here.
[CUSTOMER][NEGATIVE] unable to find the invoice if the error persists.
[CUSTOMER][NEUTRAL] contact.
[CUSTOMER][NEUTRAL] Option 4, which I think is what I did.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, let me see next, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next,
[CUSTOMER][NEGATIVE] An application error has occurred.
[CUSTOMER][NEUTRAL] So yeah, I'm some.
[AGENT][NEUTRAL] Dad gum. Yes, you're one of the ones. Yes, ma'am. OK, so what I'm gonna do is I'm gonna send in.
[CUSTOMER][NEUTRAL] It won't let
[AGENT][NEUTRAL] Um, let IT know that you're not able to pay your invoice.
[AGENT][NEUTRAL] That you are able to get into the online service center and you've been confirmed but you're unable to pay your invoice you're getting an application error.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and then we'll get them working on it for you.
[CUSTOMER][NEUTRAL] So now, yeah.
[CUSTOMER][POSITIVE] No worries. And yeah, OK, because I, I, yeah, no worries. So, um, are they just gonna call me back or?
[AGENT][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I believe that they are if I request a call back for you they should be calling you back so I'll put that on the request that you would like to call back.
[AGENT][NEUTRAL] To know when it is completed and
[CUSTOMER][POSITIVE] Or an or an email to just let me know or an email to that HR I mean I mean um it's right here I can check it all day long whatever is convenient you know I mean we have time I don't think it's I think they're usually due mid month but I always try and just get it paid so yeah whenever um yeah uh it's it's no no no no worries but alright [PII] well thank you for getting me on this, um, different site and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And um and I'll just wait until I hear back from you guys when everything gets fixed, OK?
[AGENT][NEUTRAL] OK, and I'll I'll request that an email be sent to you, Ms. [PII], when it is completed and you're able, they've got it fixed, OK? That way you'll know and
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Alrighty, sounds good. Thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks you too. OK, bye-bye.
[AGENT][NEUTRAL] Bye-bye.