AccountId: 011433970860
ContactId: 60ccbcda-54b4-49bb-9ebf-e9f5404785ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 870390 ms
Total Talk Time (AGENT): 492841 ms
Total Talk Time (CUSTOMER): 308329 ms
Interruptions: 12
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/60ccbcda-54b4-49bb-9ebf-e9f5404785ba_20250603T19:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Molero Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well, thank you. And yourself?
[CUSTOMER][POSITIVE] Um, fine and [PII].
[AGENT][NEUTRAL] Might as well be, huh.
[CUSTOMER][NEUTRAL] Done with this OC so yeah, I wish it would go through but.
[CUSTOMER][NEUTRAL] Or everything work like it's supposed to, but anyway, um, I have a group admin on the phone and she said she tried to make a payment to the OSC, which it does look like it came through yesterday, oh wait, today, sorry, and now she's asking for like an um print out receipt.
[AGENT][NEGATIVE] Oh, we're not gonna be able to do that.
[CUSTOMER][NEUTRAL] Email to her.
[CUSTOMER][NEUTRAL] And on the OSCSC uh coupon to print.
[AGENT][NEUTRAL] OK, that's gonna be, well.
[AGENT][NEUTRAL] We can see what's that group number? Let me look and see because they've been having an issue on it all day with them. So what is, I think a fresh desk ticket has been put in for that, but what is that group number and let's look at it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 15874.
[CUSTOMER][NEUTRAL] And it just looks like the regular invoice on my the premium due or amount billed amount due.
[AGENT][NEUTRAL] Is that what that coupons? Yeah.
[CUSTOMER][NEGATIVE] But it doesn't like show it's been paid.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] At least I saw my first one that go through because most of them calls that come through uh today and yesterday just show kept getting error.
[AGENT][NEGATIVE] And now yesterday was terrible.
[CUSTOMER][NEGATIVE] Yesterday was horrid.
[AGENT][NEUTRAL] Terrible. Yes, it was. I agree with you 100%.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was like, it's like every, almost every other call.
[AGENT][NEUTRAL] Yeah, I, I know.
[CUSTOMER][NEUTRAL] Today, at least I got a break.
[AGENT][POSITIVE] I think we all got a break today because they fixed all the bugs, uh, or most of the bugs yesterday.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, you said you, who do you have on the phone?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm almost want to say, bring it back the way it was.
[AGENT][NEUTRAL] All right
[CUSTOMER][MIXED] But I kinda like the format, the way it looks. I just wish it would work.
[AGENT][POSITIVE] I do too. I do too. Yes, right. And, and once I get it all done, it should.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But um,
[AGENT][NEUTRAL] You know, like you said.
[CUSTOMER][NEUTRAL] Not a lot of people are patient.
[AGENT][NEUTRAL] Well, I think a lot of them too will be OK with it once they realize they can use their email address instead of having to create an a user name, mhm.
[CUSTOMER][NEUTRAL] A username.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, um, no, dear, I'm not sure. Let me see what the last communication was. The fresh desk ticket was put in. I do know that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um,
[AGENT][NEGATIVE] They should have gotten an email with the confirmation number on it.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] With the confirmation that it's been received?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Cause I'm showing that they said they pay current.
[CUSTOMER][NEUTRAL] Huh, cause I suppose, well, sent, um,
[AGENT][NEUTRAL] It's showing pay.
[CUSTOMER][NEUTRAL] Even with this new OSC they're still supposed to receive a confirmation email?
[AGENT][NEUTRAL] Supposed to.
[AGENT][NEUTRAL] That's my understanding. It's supposed to work exactly the same way.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Let me see something. I wanna try something real quick that might even help.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I know, um, let me see, I may be wrong.
[AGENT][NEUTRAL] The only thing [PII] I know on the old system.
[AGENT][NEUTRAL] You can go to the old one.
[AGENT][NEUTRAL] And pull a
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Where it was done, but I don't see a confirmation number.
[AGENT][NEUTRAL] It shows that it's been went through.
[AGENT][NEUTRAL] I, I do see a confirmation. It's 549254.
[AGENT][NEUTRAL] But on the old system?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, have you still got her on the phone? I'm sorry.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] I'm sorry. Um, yeah, she should get an email, but I mean, I can talk to her. Uh, has she been verified?
[CUSTOMER][NEUTRAL] Yes, I verify all their information.
[AGENT][NEUTRAL] OK, um, and, um.
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] Have you got a good callback number for her just in case?
[CUSTOMER][NEUTRAL] Oh shucks. Um, I didn't check that, my bad.
[AGENT][POSITIVE] It's all good, love.
[CUSTOMER][POSITIVE] I can get it real quick.
[AGENT][NEUTRAL] It's all good, love. I mean, if you wanna, I mean, that's up to you. I can tell her that they should get her, I mean, should have gotten a confirmation. Um, but I don't know if you got the old, the new.
[AGENT][NEUTRAL] The old one's pulled up as well.
[CUSTOMER][NEGATIVE] I was never able to get anything from that old one. I can't even find the old one.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, that's quite all right. I can help her.
[CUSTOMER][NEUTRAL] What if they took it off because I can't even find it. Well, I appreciate you, Ms. [PII].
[AGENT][POSITIVE] It's all good, love. It's all good.
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][POSITIVE] You rock, thank you much.
[AGENT][POSITIVE] You're welcome. I can help her with that though. Thank you, dear. You do too.
[CUSTOMER][POSITIVE] Awesome thank you mhm bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Good aft[PII], [PII]. This is [PII] in group billing. How are you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Very good, thank you.
[AGENT][POSITIVE] OK. Uh, that's great. And um what is a good callback number for you just in case?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] I do apologize. [PII] what?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right, thank you, dear, and I understand that you was wanting a confirmation that the um.
[CUSTOMER][POSITIVE] Yes, the invoice was actually paid.
[AGENT][NEUTRAL] Invoice was paid
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, you should have gotten an email.
[CUSTOMER][NEUTRAL] So according.
[CUSTOMER][NEGATIVE] I didn't. That's weird, and I tried to pay it yesterday and all I received was error 3 times and that's it and I called and they said it was, yeah, exactly, and they said to call today and see what happened, and I never received any confirmation, so that's why.
[AGENT][NEUTRAL] Right. We were having bugs yesterday.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Normally I do, but again I didn't.
[AGENT][NEUTRAL] OK, um, hm.
[AGENT][NEUTRAL] I am showing.
[CUSTOMER][NEUTRAL] So I just need you to send me the confirmation of payment.
[CUSTOMER][NEUTRAL] And then we're OK again I believe it never happened the payment because it kept saying error but you're telling me that it did happen the payment so I just need a confirmation.
[AGENT][NEUTRAL] OK. Did you ever, uh, you did get registered online. I see that, right?
[CUSTOMER][NEUTRAL] Yes, yes, so I'm right now in the platform, the new one, yeah, and again I only see the invoice and I can, it says print coupon and that's it that's only I can see. I cannot see to pay again the bill or something like that, so maybe it did went through let me just try to put print coupon to see what happens but print coupon the last time it was for.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] In the old portal was like if you're not gonna pay through ACH something like that but again.
[AGENT][NEUTRAL] Right, right, um.
[AGENT][NEUTRAL] No, I'm not.
[AGENT][NEUTRAL] That does not see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hang on just a moment. I'm gonna find out cause that might be something that.
[AGENT][NEUTRAL] They're still working on, but you should have gotten a confirmation on that. And so I can't see the I can't see that either.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yeah, I didn't receive confirmation of the payment.
[AGENT][NEUTRAL] Um, I know it has been reported and you are not the only one. So, uh, from what I've read that you are not the only one, but I am showing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's fine. Just that the due date was today, so if we're not gonna have problems with our coverage, that's fine.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, ma'am. You are not, um, just when the invoice says that it's due, you do have a 30 day grace period, if that makes you feel any better.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Yeah perfect.
[AGENT][NEUTRAL] You do have a, you do have a thirty-day grace period, so you are fine and we are showing that it's paid. So, um,
[AGENT][POSITIVE] And I do apologize that you are having issues, but they are working on it. I do.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It should work the same way as the last.
[AGENT][POSITIVE] This is just a better, I mean, they just made it a better format for you.
[CUSTOMER][POSITIVE] Pull it up, yes.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEGATIVE] Yeah, and then also I don't, I don't have like the download ID cards. It's not active. That's us to call unable to download ID cards if this error persists, please contact customer service option 4, so that's something that I also need.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] And I think they are still, I think they're still working on the bugs. Yes, ma'am. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, trying to work that perfect.
[CUSTOMER][NEUTRAL] OK, so would you be able to send me like as soon as you have the invoice, the confirmation payment, or is that a way that you could get a hold of that document or should I just keep entering the platform and calling to see what happens like next week?
[AGENT][NEUTRAL] Um, once it's been done, I know that.
[AGENT][NEUTRAL] I will see what I can do, [PII], um.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEGATIVE] But I can't make any, I'm not gonna make any promises that I can't keep or I may not be able to keep.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But I can. What is your email address just in case?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for that. OK, [PII], I'll see what I can do. Like I said, I'm not gonna make any promises that I may not be able to keep, but I will do my best, but I do on our end, we do show that it did go through, that you're OK, that it has been paid and you're good.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] It's been paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, and if you do look on.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Yeah I just anyway I need the records. Yeah, for accounting actually I need to fund them so that's fine if not I will just keep.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] I understand. Let me see. I'm gonna check something else real quick just to see is there anything that I might be able to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Maybe a workaround.
[AGENT][NEUTRAL] Let's just keep our fingers crossed. Let, let's just keep our fingers crossed, uh.
[CUSTOMER][POSITIVE] Yeah, definitely.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Nope.
[AGENT][NEUTRAL] That's not it. I tried on that part, so that workaround is what I was thinking did not work. So I'll see what I can do, but like I said, I'm.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] I, I, I do show that it has went from, um, has gone through and that it is paid and you are fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And we hope to get this rectified thing. I know we have reported it and they've been pretty quick about fixing a lot of it at least within the 24 hours, um.
[AGENT][NEUTRAL] I know they have been able to do that, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] With some of the fixes like being able to log in and everything else so they've they've been pretty quick about doing that is so we're reporting it as you know, anything that we're finding um as soon as we find out, you know, and I know that it has been reported so just in case, but I'll see what I can do, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect, that's.
[CUSTOMER][POSITIVE] Perfect. OK, thank you then. Thanks for your help.
[AGENT][POSITIVE] You are so welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, actually that was it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Thank you you as well bye.
[AGENT][POSITIVE] Thank you, bye bye.