AccountId: 011433970860
ContactId: 697700bf-a5bb-4406-8cff-0301b4138150
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 827030 ms
Total Talk Time (AGENT): 308471 ms
Total Talk Time (CUSTOMER): 314567 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/697700bf-a5bb-4406-8cff-0301b4138150_20250602T20:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I am.
[CUSTOMER][NEUTRAL] On your portal for the first time since you've changed it over to the new.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I went into my invoice and opened that up and I submitted it.
[CUSTOMER][NEGATIVE] Now it tells me um when I went to submit it it came up with our banking information and everything in it, but it gave me an error after I submitted it.
[CUSTOMER][NEGATIVE] Now when I go back in and look it says open invoices no open invoices but it's.
[CUSTOMER][NEGATIVE] I don't even know where I would get a payment receipt.
[AGENT][NEUTRAL] OK. Uh, what is your name and the group number, please?
[CUSTOMER][NEUTRAL] OK, the group number that um 25732 and my name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't know if I like your new site. The other one was more straightforward.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, it's definitely different. It takes some getting used to.
[AGENT][NEUTRAL] And Ms. [PII], uh, verify the group name, group mailing address and callback number, please.
[CUSTOMER][NEUTRAL] It's G2 Revolution LLC [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEUTRAL] And that's not my call number that's the phone number on the group. Nobody really knows where that one came from, but we're under a holding company, so we're a division.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] What was the last 4? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] This pressure one.
[AGENT][NEUTRAL] Did a representative get your callback number to have someone give you a call back?
[AGENT][NEUTRAL] To assist.
[CUSTOMER][NEUTRAL] No, I'm just calling now for the first time for this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because it said billing questions press 3 so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I, it looks like I paid it, but because it tells me it's not open anymore, but I don't know if it took the payment but it because since it gave me an error message.
[AGENT][NEUTRAL] OK. Um, and did you go on and redid the, um,
[AGENT][NEUTRAL] Setting up on the online service center?
[CUSTOMER][NEUTRAL] Yeah, I'm all set up on the new one. I reregistered and everything, got in line, I hung up with her because.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was in
[CUSTOMER][NEUTRAL] And then I opened the invoice.
[CUSTOMER][NEUTRAL] Look at that and I hit submit for payment.
[CUSTOMER][NEGATIVE] And after then it came up and gave me an error message and said this error persists gave me some number.
[AGENT][NEUTRAL] OK, got that.
[CUSTOMER][NEGATIVE] But then I went back to look at it and it says open invoices, no open invoices submitted invoices it has a submitted invoice for 61 so it took it.
[CUSTOMER][NEGATIVE] It looks like, but I don't get a payment receipt and I don't even know where I could go print one off.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] To show that it's
[CUSTOMER][NEUTRAL] And submitted for payment.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I don't want to resubmit it again and have it paid twice.
[AGENT][NEUTRAL] No, I understand that uh give me one moment.
[AGENT][NEUTRAL] See if it lets me look at anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I looked around a bunch of places. I don't see any place where you can.
[CUSTOMER][NEUTRAL] I could print like the um.
[CUSTOMER][NEUTRAL] Payment page if you were gonna like mail in a a check but I'm not mailing in a check we online so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like it collected. Was it for invoice number 6390841?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me one moment to see.
[AGENT][NEUTRAL] Well, it just shows that it paid and it has a billing date, but.
[AGENT][NEUTRAL] Let me check what uh what print coupon.
[CUSTOMER][NEUTRAL] Yeah, but she.
[CUSTOMER][NEGATIVE] But you would think it would come back to give you instead it gave me an error.
[CUSTOMER][NEUTRAL] Um, but then I went back and looked and I said this looks like it took it, but I'm like how do I print off a
[CUSTOMER][NEUTRAL] Receipt or something that says.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh well, I'm trying to see if they'll let me see.
[AGENT][NEUTRAL] Because it doesn't show any open invoices.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I do show the payment. It has a bill date of 61.
[AGENT][NEUTRAL] What in the world?
[CUSTOMER][NEUTRAL] It just says submitted invoices bill date 61, but I just submitted the payment today.
[AGENT][NEUTRAL] The invoice.
[AGENT][NEUTRAL] Uh, did you submit the invoice?
[CUSTOMER][NEGATIVE] Yeah, and that's when I got the error.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] But now it says no invoices submitted invoice shows me this invoice number.
[AGENT][NEUTRAL] Did it show, um, go on, I'm sorry.
[CUSTOMER][NEUTRAL] But I don't see
[CUSTOMER][NEUTRAL] No, did it show up?
[AGENT][NEUTRAL] Because it looks like it shows action required after reviewing please submit the invoice and then it had a a box that pop up that says payment selection.
[CUSTOMER][NEGATIVE] Right, and that was fine and I and and I said submit that and then I got an error message, but now when I go back and look, it says that the invoice is not open anymore and it's been submitted.
[AGENT][NEUTRAL] ACH. OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I might take it, did it not take it because nothing's changed with any of our banking information or anything, so it should have went through, but.
[AGENT][NEUTRAL] Please confirm it.
[CUSTOMER][NEUTRAL] Now it said after reviewing please submit so I, I clicked on.
[CUSTOMER][NEUTRAL] The invoice again.
[CUSTOMER][NEUTRAL] And now it says after reviewing please submit the invoice to complete the process.
[CUSTOMER][NEUTRAL] So I did that.
[CUSTOMER][NEUTRAL] And I can try doing it again and then it says payment selection and I said ACH because we always pay.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As the next payment date so today.
[CUSTOMER][NEUTRAL] Um, hit next.
[CUSTOMER][NEUTRAL] So it says payment type ACH it has the amount it has our account number, or routing number.
[CUSTOMER][NEUTRAL] And the payment date I'm like OK that's all fine.
[CUSTOMER][NEUTRAL] And I'm gonna try submitting it again.
[CUSTOMER][NEUTRAL] The name
[CUSTOMER][NEGATIVE] Error. There was an error processing your request. If this error persists, please contact customer service, and now the little box just disappeared some 800.
[AGENT][NEUTRAL] Oh, that's weird. OK.
[AGENT][NEUTRAL] Let me see who'll be able to assist with that. Hold on one quick moment for me, Ms. [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, I have a pro uh provider, um, a group representative on the phone, they were trying to submit an invoice to make a payment, and I'm actually able to look at the, OK, so I'm liking this new screen for the, I guess you could say admin screen because mhm because it shows like I guess what they see because she tried to submit uh the invoice.
[AGENT][NEUTRAL] And she got an error message after filling out all the information to confirm and submit. Um, does that need just be on the OSC thing as far as the error?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] I can show you my screen real quick and I verify that with her and I like this thing it's kind of cool it it shows that's the invoice even I have to like shows action that is required but it's not letting her submit the invoice.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Cause she's select all this.
[AGENT][NEGATIVE] And got all this verified and try to hit submit and it popped up an error message right here on the side.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, group number is 25732.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][MIXED] It's uh pretty cool and looking up accounts. I even did my own cause I went ahead and, um, just to see if it was working, went in and redid it for myself. And so far, as far as the insurance portion is working, but this one is a group to where they're getting errors when trying to make a payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And then what someone from IT would call her back?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so either email or call back.
[AGENT][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] Have a great one.
[AGENT][NEUTRAL] Alright, bye.
[AGENT][POSITIVE] Uh, Ms. [PII], thank you so much for holding, and I'm, I apologize. I just spoke with a supervisor and she said that we can get um either somebody give you a call back once it's been um fixed cause they're still trying to work out bugs in this new system. But um once it's been fixed, either someone can email you back but you know, it's been fixed or um can call you back, whichever one you prefer.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] If you could email me that would be great because I'm gonna be out of town uh in our other facility and I'll still have the ability to to pay it but it'd be easier if they just email me. I'll see that and then I can go in and try again.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, awesome. And Ms. [PII], what's that, uh, email address, please?
[CUSTOMER][NEUTRAL] It's [PII], so [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] It's it's [PII] so it's just all together.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, good deal. I just wanna make sure, but um I'll send a request so they can look at it and fix that for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, great, perfect. I just wanted to, yeah, double check because I'm like it's, it's all a little different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is very different.
[CUSTOMER][NEGATIVE] Because I even had to try to figure out how to, how to even print out the copy that I need to send to accounting with the of the invoice.
[CUSTOMER][POSITIVE] You should just go right there. You could print it, submit the payment, and you were done and make adjustments really quick right there on the same line.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, hopefully it all gets fixed like it was previously, so they are still working on it. And any of these, um, I would assume any of these errors that people are receiving that
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] putting, putting them on.
[CUSTOMER][NEUTRAL] Right, 3 at the most.
[AGENT][NEUTRAL] Not to say blast, but let them know so they can go and relook at it.
[CUSTOMER][POSITIVE] OK, yeah, that'd be great if you just, yeah, somebody just sent me an email and then I can go try to resubmit it and hopefully we'll be good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else I can try to assist you with today?
[CUSTOMER][POSITIVE] No, I appreciate your help.
[AGENT][POSITIVE] Uh, yes, ma'am. And thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.