AccountId: 011433970860
ContactId: 63ac11fd-30d7-4ef9-a9fd-32c47fa2b5fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 988849 ms
Total Talk Time (AGENT): 397515 ms
Total Talk Time (CUSTOMER): 249495 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/63ac11fd-30d7-4ef9-a9fd-32c47fa2b5fe_20250624T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] with the Franklin Parish School Board office, and I got an email from y'all, uh, on on the [PII] and y'all did not receive our bill, and I'm showing that it, it, uh, was post of it, um, the check cleared our bank on [PII]. I'll just make sure y'all received it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me just double check. Do you have your group number there?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] 682 9
[AGENT][POSITIVE] Alright thank you [PII] let me pull this up here.
[CUSTOMER][NEUTRAL] It was a May.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just checking to see if I see anything outstanding here, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say that it's cleared on your site on [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yeah, I don't see it. I'm not showing that. Um, let me just verify please the address for the group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Um, we need to call her for the billing here cause I don't show that that bill's showing paid. Give me just a moment here, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me call over to billing Murray. Do you have a good callback number just in case something happens on the hold?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let me reach, go ahead, sorry.
[CUSTOMER][NEUTRAL] Extension to
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][POSITIVE] Thank you so much. All right, one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Check and see.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you doing this morning?
[CUSTOMER][NEUTRAL] I'm OK. How about yourself?
[AGENT][NEUTRAL] Good, um, I have [PII] on the line with a group and she has a question on their May invoice. She said she got a letter from us stating we had received payment and she shows the check cleared on their side on [PII].
[CUSTOMER][NEUTRAL] OK, what's that group number?
[AGENT][NEUTRAL] 682 9 for Franklin Parish School.
[CUSTOMER][NEUTRAL] Is it the May invoice?
[AGENT][POSITIVE] Mhm. And I did check um in Lyon, it does show outstanding still, so.
[CUSTOMER][NEGATIVE] Let's see, oh my site's taking forever.
[CUSTOMER][POSITIVE] Yeah, I do see it outstanding. Let me see if we've got it in house and it just hasn't been applied. I mean, they normally check for that kind of thing, but 689 before sending out the letters.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't see it. You said, she said it cleared.
[AGENT][NEUTRAL] That's what she's saying on her side, yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I can talk with her, but all I need to tell her is we need to get her to send over proof to the care team just show that it's cleared, you know, maybe the canceled check, and um I'm gonna get with Bree, she's the one that handles [PII].
[AGENT][NEUTRAL] OK, so in the future just tell him to send a copy of the cleared check to the care team email?
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah just let him know hey I paid this invoice this is the proof, you know what's going on.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] OK, OK, absolutely. I will definitely note that for next time. I appreciate that.
[CUSTOMER][NEUTRAL] Did you want me to talk to him or you got it or what do you wanna do?
[AGENT][NEUTRAL] Yeah, no, I can tell her that absolutely not a problem. I can tell her that and then so what? Will somebody reach out from billing then or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Yeah, the care team will likely, uh, submit a hub ticket for it, and [PII] will get it probably because it's her, her state. I'm gonna give her a heads up though and let her know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right.
[AGENT][POSITIVE] OK, thanks [PII]. I appreciate you.
[CUSTOMER][POSITIVE] No problem. You have a great day.
[AGENT][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Alright, [PII], thank you so much for your patience on that. So I did check with billing and um so they were not showing it in house on our side so what she had said is if you will send us an email, I'll give you the email address with a copy of the cleared check that you show on your side we will have somebody research it and then they will give you a call on it. So let me give you the email address where to send the info to.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's Care Team, just like it sounds, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just let them know what group it's for and the invoice for the month and kind of what's going on in a copy of that and then somebody will um get back reach back out to you once they research it and see what's going on.
[CUSTOMER][NEGATIVE] OK, and I have another problem. I cannot get in to print my bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so are you guys able to log in because the site has changed recently?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I did log in. I put in my email address and then I, I, I, I put in there forgot password because I don't remember what it was, so and it gives me that uh a code. I put the code in says email address verified you can now continue but then above it comes an account could not be found for the provider user ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So in the last week and a half the online service center has changed before the email address was not actually the username so with this recent update in the last week and a half, everybody's having to create new logins for their groups and accounts.
[AGENT][NEUTRAL] So if you have not done that recently then that's probably what's going on it's not a registered email so I can help you with that if you're, are you near a computer? OK.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] I'm right here waiting on you. Where it's got, it's got, do I do change email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, so on the login page you're gonna click create your OSC account.
[CUSTOMER][NEUTRAL] OK, let me get out of this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it says welcome to the online service center.
[CUSTOMER][NEUTRAL] Do I do hit log in?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No, below log in you should see, yeah. Yeah.
[CUSTOMER][NEUTRAL] Oh create. OK, I see it.
[CUSTOMER][NEUTRAL] Create my account.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Next you're gonna click on group and then click next.
[CUSTOMER][NEUTRAL] OK, group number?
[AGENT][NEUTRAL] So on this page you just need to, yeah you just need to put in the group number and the email on record which is [PII]
[CUSTOMER][NEUTRAL] Let me get this over.
[AGENT][NEUTRAL] PSB.us.
[CUSTOMER][NEUTRAL] So I put in my group number that's 6829.
[AGENT][NEUTRAL] Mhm. And then just the email. You don't need to put in the zip, phone, city, just group and email.
[CUSTOMER][NEUTRAL] Zip code
[CUSTOMER][NEUTRAL] Alright, put next.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It should say complete your account set up.
[CUSTOMER][NEUTRAL] It says continue. It does.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK, email address?
[AGENT][NEUTRAL] So put in your email and then it's gonna send a verification code to that email. You're gonna need to put that code in and then click verify, and then you're gonna create a password.
[CUSTOMER][NEUTRAL] Send verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for walking me through this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think it uh yeah I just walked here.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So let me get the copy that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Verify code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You know it's asking me for a new password.
[AGENT][NEUTRAL] Yep, so now you're gonna create a password for the account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then going forward that email is gonna be the user name and then whatever password you've set up now I will let you know that with the recent update unfortunately the download print invoice option on the site is not working so if you need a copy of the [PII].
[AGENT][NEUTRAL] Invoices, I can't email those to you right now also.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I'm, I'm, I'm in I'm fixing to do my bills and I have to have them done by the [PII].
[AGENT][NEUTRAL] OK, so it'll let you pay the invoices in there that I mean that option is still there and if you've done that before the payment details are saved so you can still do that but I'll send you the actual invoice right now for those months.
[CUSTOMER][NEUTRAL] I said just play name.
[AGENT][NEUTRAL] That's optional. You don't have to do that. You can skip that.
[CUSTOMER][NEUTRAL] And OK, continue.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it'll take you back to the dashboard. It's gonna make you sign in again and then send another code.
[CUSTOMER][POSITIVE] I agree to agree to the terms of use upgrade to the privacy policy.
[CUSTOMER][NEUTRAL] Counts I go to the dashboard.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Log in
[AGENT][NEUTRAL] Yeah, now you should be able to get logged in.
[CUSTOMER][NEUTRAL] And it's asking me another verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do that?
[AGENT][NEUTRAL] Mhm. So it'll send you another code. You'll just have to wait on that.
[CUSTOMER][POSITIVE] I love it when I hide stuff from me on my desk.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK there it is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It didn't come all the way up, but so I can't do anything right now, right?
[AGENT][NEUTRAL] Um, well, I emailed you the invoices so you should have those now that you're in, um, you should be able to navigate once it pulls up there on the left hand side you should see an option that says my group. When you click on that there's a tab for invoicing.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then from there you should be able to click on your invoices and submit your payments and you'll get confirmation when that's completed as well of course.
[CUSTOMER][NEUTRAL] OK, we, we send in a check.
[AGENT][NEUTRAL] Oh, OK, yeah, then you can do that there, that as well, absolutely. So, but I
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, invoicing where I can click on this and I'll print pull them up.
[AGENT][NEGATIVE] Well, there is gonna be an option in the future to download and print them there, yes, but that option isn't working right now, unfortunately.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, care team.
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] Preview file.
[CUSTOMER][NEUTRAL] Alright you just sent me June.
[AGENT][NEUTRAL] I sent you June and July separately, so it's 2 emails.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yeah, not a problem, [PII]. Anything else? OK.
[CUSTOMER][NEUTRAL] I got it now.
[CUSTOMER][POSITIVE] No, ma'am, you helped me out a bunch right now this is what I needed.
[AGENT][POSITIVE] All right sounds good.
[CUSTOMER][POSITIVE] And I appreciate your help and I'll get this to you in a minute on the uh where the check is cleared.
[AGENT][POSITIVE] Yes, ma'am. Sounds good.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.