AccountId: 011433970860
ContactId: 72737dc9-0a9d-4694-a742-3e091800ef54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428929 ms
Total Talk Time (AGENT): 185157 ms
Total Talk Time (CUSTOMER): 186107 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/72737dc9-0a9d-4694-a742-3e091800ef54_20250603T18:22_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][POSITIVE] I'm good, [PII], how are you?
[CUSTOMER][NEUTRAL] I'm good thank you for asking um I just have somebody with a group on the line that needs to make a payment on an invoice.
[AGENT][POSITIVE] You're welcome
[AGENT][NEUTRAL] Sure, what's the group number sir?
[CUSTOMER][NEUTRAL] Uh, group number is gonna be 23021.
[AGENT][NEUTRAL] OK?
[CUSTOMER][NEUTRAL] And that's Pole Star Enterprises.
[AGENT][NEUTRAL] Ma'am, I got it. And who am I speaking with?
[CUSTOMER][NEUTRAL] We're talking to [PII] and then I have the invoice number if you need that also.
[AGENT][NEUTRAL] Yes, ma'am, you can give that to me. What is that invoice number?
[CUSTOMER][NEUTRAL] Um, invoice is gonna be 6388033.
[AGENT][POSITIVE] OK, thank you so much, sir. I'll be happy to help her.
[CUSTOMER][NEUTRAL] All right, let me just transfer over one moment.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, this is [PII] in the building department. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm doing great, thank you so much for asking. I understand you're wanting to call to make a payment, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, may I please get your callback number in case we get disconnected, [PII] [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, [PII].
[AGENT][NEUTRAL] OK, thank you so much, [PII]. OK. And let's see, this is gonna be with Postar Enterprise. I've got it, I see that the June payment is due for 36429. Is that what you're paying today?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I can. Can you hear me? I said yes.
[AGENT][NEUTRAL] OK, yes ma'am. OK, you did say yes, you're gonna pay the 364 for the June invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you not hear me?
[AGENT][NEGATIVE] I can't. No, ma'am, I can't. I don't know what, it's not a great connection. Did you say yes? I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yeah, I said yes, yes, we're trying to pay the bill for June, yes.
[AGENT][NEUTRAL] OK, thank you. Um, yes, ma'am. Thank you. OK, so that total again is gonna be for 364 29, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me get her. Alright, sorry about my connection.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it does sound like you're off in like a tin can somewhere like.
[AGENT][NEGATIVE] It, it does, and I don't understand it. I've, I've tried to get it fixed and it's so aggravating. I'm gonna try to get it fixed again. I do apologize.
[CUSTOMER][NEUTRAL] Yeah, it's a very strange connection you're not wrong.
[AGENT][NEUTRAL] All right. One moment, I'll put that card number. OK, I'm ready for your card number. What is your card number?
[CUSTOMER][NEUTRAL] Well, let me ask you this because we typically pay by um checking account.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Can you not, can you not take a, a checking?
[CUSTOMER][NEUTRAL] ACH information or do you only do credit cards?
[AGENT][NEUTRAL] Not
[AGENT][NEUTRAL] I can only do a credit card over the phone, but you can go online and schedule an ACH payment if you prefer to do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, that's, well, we were having trouble where they can't get me logged into the system, I guess there's a glitch in the new system that they're using and well.
[CUSTOMER][NEUTRAL] Verify. So I was like, well, is there some other way to pay?
[AGENT][NEUTRAL] Well, let me, let
[AGENT][NEUTRAL] Yeah, well, let me help you with that. Let's see if we can get that fixed, OK? Let me look at the information.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Uh, what email address are you using to try to create the account? Because what it is is we updated the OSC. OK, so the admin that we previously have on file will have to go in and re-register as a new user, and then she can add any other users. I still show [PII] as the contract.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and so that's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah and so I entered it using her email.
[CUSTOMER][NEGATIVE] And all of the other information associated with her, but it still said they couldn't find it.
[AGENT][NEUTRAL] OK, what phone number did you use? Can you give me the phone number you use? Let's check that.
[CUSTOMER][NEUTRAL] Yeah, so I'll tell you everything we use. I used the group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I used [PII].
[CUSTOMER][NEUTRAL] I use [PII] City of [PII] state of [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the zip code?
[CUSTOMER][NEUTRAL] And the other rep that I was just
[CUSTOMER][NEUTRAL] And what was that?
[AGENT][NEUTRAL] The zip code, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we seem to have all that correct. Did you, you spoke, you spoke to the other rep about it as well?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Here, let me just, let me help maybe this will be helpful. I was speaking to another rep on the on the call before they transferred me to you because when I tried to log in it wouldn't let me and they let me know I had to set up a new account we did that several times and tried and it wouldn't let me in the system so they tried on their back end and it wouldn't let them on the system either so they were reaching out to technical for some support, um, and they transferred me to you because I said well is there some other way I can pay this bill so I can just get it off the list of things to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] Which is how I ended up with you. So, but anyway, if you can't take a check payment then I'm just gonna have to wait until they correct that system, I guess. Uh, let me ask this though because it's the payment is due.
[AGENT][NEUTRAL] OK. I understand.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] And obviously I can't log in to make it that way. Is it going to be considered late if there's a delay and them getting the system up and running? No? OK.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, ma'am, it will not because this is something on our end. So no, ma'am, I'll make a note that you and I spoke today and that a ticket was sent in to fix your, your, your sign on for the online account and once that's corrected, you'll be making the payment. So that'll be fine.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I'll make a note that we spoke, OK?
[CUSTOMER][NEUTRAL] OK. All right, well.
[CUSTOMER][POSITIVE] Thank you so much for your help. Let me ask you why I have you. Is there a way to set up for automatic reoccurring payments in the new system, or is it?
[AGENT][NEUTRAL] Not at the moment. It's not like you, you, whenever you get your account, um, say, you would have to go in like each month and schedule it, but you would have to still do it each month. It's not gonna automatically do it because it's not gonna allow you to schedule a payment until there's an open invoice. So that's what the criteria is.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. That's all I can help you with.
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] OK. You're welcome. You have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Uh huh bye.
[AGENT][POSITIVE] Thank you. Bye-bye.