AccountId: 011433970860
ContactId: 77f956ee-8cc7-437d-ad54-d5ff05fa7be0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280940 ms
Total Talk Time (AGENT): 181521 ms
Total Talk Time (CUSTOMER): 90190 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/77f956ee-8cc7-437d-ad54-d5ff05fa7be0_20250625T20:25_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I have a client of mine on the line who's having some difficulty with the APL online system and trying to pay a bill. um, who should I be talking to? Billing?
[AGENT][NEGATIVE] So [PII], is this one's a crazy one, cause right now they're actually trying to refresh it, so the billing portion on the website is not actually working. um.
[CUSTOMER][NEUTRAL] Oh hang on let me let her hear you hold on, hold on.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK [PII], OK, hang on, we have, I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK, [PII], thank you. So [PII], this is um [PII] from Chem Index and uh go ahead, [PII], maybe you could explain to uh to [PII] what's happening.
[AGENT][NEUTRAL] So we, uh, well, we just revamped the website on [PII], but then we got, we had people like write us and let us know what they liked, what they didn't like, what issues they were having, and of course with anything new, you get all these things that say they're wrong. So what IT is doing now is they're going in and they're making all of these changes that people have suggested and that we've seen or could be better.
[AGENT][NEUTRAL] And the bad thing is it's affecting our billing right now. Um, so the only way you can make the payment is if you do it over the phone with billing, um, they can take your card information and show you how to do that payment. Um, but, but through the website that actually won't be back up until Friday, and I don't know if you can wait till Friday to make it, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, if you need to do it today, we can get you the billing and you can do it over the phone, but come Friday and every month after you should be able to do it.
[CUSTOMER][NEUTRAL] No, well, car.
[CUSTOMER][NEGATIVE] Well, I will try again on Friday. I mean, I can also do it over the phone, but as long as you guys don't terminate terminate our coverage, that's what I'm afraid of.
[AGENT][NEUTRAL] No, and that's another thing, since we know this is going on, you will not, definitely, I will put that on everything I love. You're not gonna get terminated. Um, the only thing we're asking is that if you get a, a bill that says, hey, this is for a late fee, just tell us and we can take that off. So that's the only bad thing that might happen is the system might generate you a late fee. But other than that, we can remove that if you let us know you got it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Alrighty, well, that's good to hear. Um, OK, well, what.
[AGENT][NEUTRAL] So it's up to you. If you want to make it on your own, you can wait till Friday. If you just kind of want to get it out the way, we can do it today over the phone and I can get us with the billing department. It just kind of depends on what your preference is.
[CUSTOMER][NEUTRAL] OK, um, what we can do it over the phone because I think we all for June, um, and of course July is coming up shortly, so I just wanna make sure that we're covered, paid. I mean, I can wait till Friday to try and get online, um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, let's just knock it out today and let's just do the payment, um, and then let's, you know, like I would, like Friday, I would just kinda test it out to see if the button is available that shows payments, um, but you, you know, I wouldn't worry about making it because we'll do it now. Um, I can get us to billing real quick and they will take your payment over the phone.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm gonna be on here and I'm gonna explain to them so that way you're not like resaying everything again.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, Ms. [PII], um, this is [PII] in the broker Resources. I have a group that's trying to. So from, OK, so maybe I'm incorrect. They told me that they were trying to make a payment on the website, and from my understanding, I know that was kind of not really working right now. So she wants to know if she can make her payment over the phone.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEGATIVE] I didn't even get that far.
[CUSTOMER][NEUTRAL] That's OK. What's your name?
[AGENT][NEUTRAL] [PII], but we also had, so there's two people on here. So there's a [PII]. He's kind of like the AOR and then [PII] is kind of like the secretary. So there, there's two people on there.
[CUSTOMER][NEUTRAL] You get the first
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I can help him thank you so much.
[AGENT][NEUTRAL] Hey, [PII], um, hey, we got, so I have someone on here some billing. I told her kind of what what's going on and she'll be able to help you with the payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thanks.