AccountId: 011433970860
ContactId: 6a07b168-a1e2-46b9-881e-aad729bcaf7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 940640 ms
Total Talk Time (AGENT): 212211 ms
Total Talk Time (CUSTOMER): 372363 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/6a07b168-a1e2-46b9-881e-aad729bcaf7f_20250604T18:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. My name is [PII] and I'm calling from Florida Christian School. Um, I called in yesterday because I was trying to log in through the portal to make our premium payment and the representative that I spoke with, um, had told me that, um, the system, there was a system.
[CUSTOMER][NEUTRAL] Uh, change and upgrade so they were still working on it and to attempt it today but I'm still not able to have access through the portal um to make that payment so just wanted to see if I can get some guidance from you to see if I would be able to maybe uh make a phone payment.
[AGENT][NEUTRAL] Yeah, um, I actually, um, and the one that you spoke with, I, I remember talking to you. You're fine. Um, can I get your name again, please?
[CUSTOMER][NEUTRAL] Oh, OK, OK. Hi, hun.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] [PII]. And what was your group number?
[CUSTOMER][NEUTRAL] 248644 Florida Christian.
[AGENT][NEUTRAL] OK. And did you go through the process of of
[CUSTOMER][POSITIVE] I'm sorry to trouble you again.
[AGENT][NEUTRAL] No, you're fine, you're fine. It's um it's not new or it's the new system. There's a lot of um kind of like a, a little bit of growing pain.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] But um could you uh just verify for me again please the address um and phone number that we should have on file?
[CUSTOMER][NEUTRAL] Sure, it's [PII], and the phone is area code [PII].
[AGENT][NEUTRAL] All right. And is that a good um callback number in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, and could you also please just verify the email address that we should have on file?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, so when you um went to the website, did you go through, did you click create a new account?
[CUSTOMER][NEUTRAL] Uh, let me
[AGENT][NEUTRAL] Cause even though you have an account in the old system, it'll make you reregister. So um you'll have to go through, click on the create a new account and then just let me know um when you get that screen and you'll have to enter in the information that we have in the system, which I can verify with you if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Um, it says no user was found with the information that was entered. Please try again. So I put group number 2486433165, uh, let me see, 305-226, uh, phone number [PII] City [PII]. My email and [PII] state [PII].
[CUSTOMER][NEUTRAL] OK, OK, so now it did let me new password, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Send verification code.
[AGENT][NEUTRAL] And it should just send you a verification code twice, so like after you enter this one, it'll send you to another screen and I believe it'll send you another verification code to enter.
[CUSTOMER][NEUTRAL] Oh, OK, OK, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it says uh email verified, so now I have to select a new password just because it's uh a new system.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can, I believe, yeah, yeah, you have to use a a different one, and I think it's like a capital letter and a special character that it requires.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] OK, alright, so let me try this one again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, OK, so has been successfully created.
[CUSTOMER][NEUTRAL] Let's see, OK, verification code again.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I'm in now let me see for.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Where would I go for?
[AGENT][NEUTRAL] Your invoices I believe you go to.
[CUSTOMER][NEUTRAL] The payment
[AGENT][NEUTRAL] Yeah, um, my group, and you should be able to see, let me know when you're able to see your invoices, so I think you go to my group and then there's an invoices tab.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, I see my group, so it says Florida Christian School of Da County, my contact information, it says download ID cards, group detail report, oh invoicing here we go.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Please, OK, so please review and submit the invoice, how do you do that on the system now?
[AGENT][NEUTRAL] Is there anything that you need to change or is the amount correct?
[CUSTOMER][NEUTRAL] Uh, after reviewing, OK, so it's not allowing me to review, so the billing I have is 138,950.
[CUSTOMER][NEUTRAL] Let me go back and make sure.
[CUSTOMER][NEUTRAL] One second, it's pulling up, yeah, 1389 50 so I can submit it as filled.
[CUSTOMER][NEUTRAL] Oh my goodness I should require, OK, submit invoice.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 554
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so it says um.
[CUSTOMER][NEUTRAL] The invoice was submitted.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, and then you should receive a confirmation in your email.
[AGENT][NEUTRAL] If you wanna check and make sure you received it because it should only take a few seconds.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I was not able.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK hang on.
[CUSTOMER][NEUTRAL] The only thing is it's not letting me.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I'm showing it in submitted status, so it looks like you have paid it.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, but it's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] It's just it's not allowing me to, I'm doing Adobe and it's not.
[AGENT][NEUTRAL] Did you get the confirmation in your email?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, that's what I'm trying to open.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Um, today.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] What's the issue that you're having? Maybe I can help you.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, so I'm choosing the Adobe Acrobat DC to open it.
[CUSTOMER][NEUTRAL] Today
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] It's not letting me.
[AGENT][NEUTRAL] Are you able to open it with Excel?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mm, it's not giving me the option. It's uh let me see.
[CUSTOMER][NEUTRAL] No, I tried.
[CUSTOMER][NEGATIVE] When I try work. I don't like it is.
[CUSTOMER][NEUTRAL] Windows default, let me see uh.
[CUSTOMER][NEUTRAL] You know how it comes out is.
[CUSTOMER][NEGATIVE] Doesn't even come up.
[CUSTOMER][NEUTRAL] It comes all
[CUSTOMER][NEUTRAL] And even
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's really not
[AGENT][NEUTRAL] So when you just click on it, like, um, because I'm not sure what the email looks like that you've got, um, but whenever you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] When you click on it.
[CUSTOMER][NEUTRAL] It's not how we would always, it's not how it would always come.
[CUSTOMER][NEUTRAL] Um, that's not.
[AGENT][NEUTRAL] Are you can you send email me a screenshot of the email that you got just so I can maybe I can help um if I give you my email.
[CUSTOMER][NEUTRAL] See it says.
[CUSTOMER][NEUTRAL] OK, uh, let me just forward it to you, OK.
[AGENT][NEUTRAL] It's uh [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], yeah, so yeah, B.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yeah. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, let me just I just forward it to you.
[AGENT][NEUTRAL] OK, I just got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I was able to open it. Let's see, I just opened it in notepad. Let me try Adobe.
[CUSTOMER][NEUTRAL] But does it come
[CUSTOMER][NEGATIVE] Because when I do the notepad, it doesn't sure it tells me thank you for using APL's online service. It just won't give me.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And this, um, let me see, so I think because of the file type that maybe it has to be opened with a notepad. Let me try a word and see what happens.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It doesn't need that.
[AGENT][NEUTRAL] Yeah, it'll open so with Word or with notepad and then if you need it like in a PDF form you can save it as a PDF file.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I think just because of the file type that it's sending that it won't open as a PDF but you can still save it as a PDF if you need it in that format.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Um, and if you want I can do that for you and send it it yeah.
[CUSTOMER][NEUTRAL] OK, let me see if I can print.
[CUSTOMER][NEUTRAL] Yeah, yeah, sure, sure, if you could, I, I'm trying, I'm printing out the uh notepad I guess it's just a different format for the confirmation, but yes, at least I have that showing.
[CUSTOMER][NEUTRAL] The uh, the payment was processed or submitted.
[CUSTOMER][POSITIVE] OK, OK, wonderful, thank you so much. I so appreciate your help with this thank you now I know um it's already been on the new account set up for for your new uh portal.
[AGENT][POSITIVE] Yeah, all right, thank you, and I appreciate your patience. I know that it's, it's growing pains for for you guys and for us too, so.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Yes. No, no, I know, I know. No worries. I do appreciate you guiding me through all this. Thank you. I hope you have a great rest of the afternoon.
[AGENT][POSITIVE] No problem. You too, [PII]. Thank you for calling ATL. bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. Thank you, bye.