AccountId: 011433970860
ContactId: 6f7cece0-1358-4bff-bc6f-34c97d900f3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417079 ms
Total Talk Time (AGENT): 195079 ms
Total Talk Time (CUSTOMER): 140189 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/6f7cece0-1358-4bff-bc6f-34c97d900f3d_20250604T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] This is [PII] with the Advanced Financial Group in [PII]. Um, need help with a new website?
[AGENT][NEUTRAL] OK, um, have you guys been able to get a new username created and password, [PII]?
[CUSTOMER][NEUTRAL] Well, I have one, so we pay the bills for 28 school districts, so I've got to set up them all under my email. I have one set up, but I go in to pay the bill.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEGATIVE] It has been submitted but it's not been paid and I don't see an option how to pay it now.
[CUSTOMER][NEGATIVE] Because when I tried to pay it by ACH it kicked it back with an error.
[AGENT][NEUTRAL] Hm. Do you know what the error said, [PII]?
[CUSTOMER][NEUTRAL] Um, I sent you an email yesterday but I didn't hear from anybody.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] I haven't gotten anywhere with anything so.
[AGENT][NEUTRAL] OK, I do know that I we just had a meeting actually that it is a known issue that they're looking to resolve um like in your situation where you have a number of groups and they're all under the same email because this OSC the way they've set this up is that you have to use that email um but then it's not allowing people to validate because you have multiple accounts on that same email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it is something that our IT department is working on resolving so I you know I'm not surprised they hadn't gotten back to you quite yet just because we don't have a resolve on that.
[AGENT][NEUTRAL] Um, as far as issuing any sort of payments, we of course always will take the payment over the phone in the meantime.
[CUSTOMER][NEUTRAL] Is there a charge for that?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um, that would be the other option.
[CUSTOMER][NEUTRAL] OK, so that might.
[CUSTOMER][POSITIVE] Be the best thing to do.
[CUSTOMER][NEUTRAL] For now, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I can only set one company up so it's only gonna help me for this one company because I can't set the other companies up unless I can do.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I know, and
[CUSTOMER][NEUTRAL] Well, if I could print.
[AGENT][NEUTRAL] Did
[CUSTOMER][NEGATIVE] Print their bill, but I can't get to their bill.
[AGENT][NEUTRAL] Right, so in your email did you let them know um that you have the 28 different groups and all that? OK, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah I mean if you want I mean they can send you the invoices that's another option in the meantime.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, how long do you think till this is gonna be fixed?
[AGENT][NEUTRAL] I honestly don't they didn't give us a turnaround time this morning in the meeting just that this was something going on with groups and that they were working to resolve it so I don't have a time frame.
[CUSTOMER][NEUTRAL] So what are you gonna do with all the past dues?
[CUSTOMER][NEGATIVE] You're gonna have a lot of headache.
[CUSTOMER][NEUTRAL] Because the bills aren't paid on time, there's something y'all can't get mad at us.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You know what I'm saying? because we don't have a way to pay them.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, hold on a second.
[CUSTOMER][NEUTRAL] I'm trying to find something.
[CUSTOMER][NEUTRAL] Well, I guess for [PII] we'll go ahead and pay it on the phone.
[AGENT][NEUTRAL] OK, what's the group number for them?
[CUSTOMER][NEUTRAL] And then if I can
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] 23428
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], and then for [PII], if you could just verify the email or I'm sorry, the address.
[CUSTOMER][NEUTRAL] Um, well, it depends on what they have. It's [PII].
[AGENT][POSITIVE] Yeah, thank you. OK.
[AGENT][NEUTRAL] I've got the invoice number here and all of that so.
[CUSTOMER][NEUTRAL] Yeah, um, the invoice 6387803.
[AGENT][NEUTRAL] Yeah, 63.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I did submit that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I can get somebody on the line, right, I can get somebody on the line for and billing for that and then in regards to the other groups, um, I can send a message over to a supervisor just letting him know that you would send an email and um see see if they have any sort of ETA um and then if you want just let them know to send you.
[CUSTOMER][NEUTRAL] And we're working in May, not June.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, ASAP a message back since you have so many groups, you have large groups, you know.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] What's a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will follow up with the supervisor in regards to this, um.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] And then get somebody on the line and billing for this group. Did you need anything else before I call over there?
[CUSTOMER][POSITIVE] OK, that'd be awesome.
[CUSTOMER][NEUTRAL] Uh, no. You are on hold.
[AGENT][NEUTRAL] Oh shoot.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer care. I have somebody with a group that needs to make a payment.
[CUSTOMER][NEUTRAL] Group number.
[AGENT][NEUTRAL] 23428 Frankston ISD speaking with [PII].
[CUSTOMER][NEUTRAL] OK, you to me.
[AGENT][NEUTRAL] OK, here she comes. 1 2nd.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], I have [PII] on the line in billing and she's gonna take the call from here OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hey [PII] how are you this morning?
[CUSTOMER][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] I'm good. This is [PII] from yesterday. I'm sorry. I should have said my name.
[CUSTOMER][NEUTRAL] Um