AccountId: 011433970860
ContactId: 79b8c1e7-b5ca-4772-a741-d07c6fee36c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416850 ms
Total Talk Time (AGENT): 171145 ms
Total Talk Time (CUSTOMER): 131223 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/79b8c1e7-b5ca-4772-a741-d07c6fee36c2_20250603T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Associated Investor Services Inc. I am online, uh, in the new platform, and I am attempting to pay our bill and I'm getting an error message.
[AGENT][NEUTRAL] OK, I can help you with that [PII]. um, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the group number?
[CUSTOMER][NEUTRAL] The group number is.
[CUSTOMER][NEUTRAL] 261-96
[AGENT][NEUTRAL] Give me just a moment to check on that.
[AGENT][NEUTRAL] And did you create a new account um since we we just started a new online portal.
[CUSTOMER][NEUTRAL] Today
[CUSTOMER][POSITIVE] Yes, I did. I created it today.
[AGENT][NEUTRAL] Uh, as of yesterday you did OK, and you're trying to pay your bill?
[CUSTOMER][NEUTRAL] Yeah, uh huh.
[CUSTOMER][NEGATIVE] Yes, and I'm getting an error message and said if I continue to get the error message to call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so are you wanting to pay over the phone?
[CUSTOMER][NEUTRAL] Um, I can.
[AGENT][NEUTRAL] Can I go ahead and get you to verify the um
[AGENT][NEUTRAL] Name and address of the employer?
[CUSTOMER][NEUTRAL] It is associated in Faster Services Inc. [PII].
[AGENT][POSITIVE] OK, thank you so much and the phone number that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And give me just a second.
[AGENT][NEUTRAL] So when you were in the [PII].
[AGENT][NEUTRAL] Trying to pay, how did, did it give you an error message? Were you able to pull up your invoice?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[CUSTOMER][NEUTRAL] Yes, I did. I was able to pull up my invoice I got as far as submit invoice confirm details, and I confirmed the payment details. I hit submit and I got an error message twice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] It was for the most recent invoice 6391067, correct?
[CUSTOMER][NEUTRAL] Uh, ending in.
[CUSTOMER][NEUTRAL] 1067, yes.
[AGENT][NEUTRAL] Yes ma'am. OK.
[CUSTOMER][NEUTRAL] $1,717.19.
[AGENT][NEUTRAL] OK, uh, let me check with billing and make sure because I'm showing that it was submitted. Let me go ahead and see if they can verify that it would, it had been submitted or if they needed to take a phone payment, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with uh the care team. I have a [PII] on the line for group number 261-96.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I, I had a question, um, so on the new OSC she tried to submit her payment and she verified it and she got an error message.
[AGENT][NEUTRAL] Um, when I
[CUSTOMER][NEGATIVE] Yeah, they're having issues with it.
[AGENT][NEUTRAL] OK, now I see it whenever I look on.
[AGENT][NEUTRAL] The our our side it shows open invoices and then it shows submitted invoices. Does the submitted invoices mean that it's been paid or does she need to pay over the phone?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It just means it's been submitted. No, it just means it's submitted. If it's still in submitted status, she's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so she doesn't need to pay over the phone?
[CUSTOMER][NEUTRAL] No, um,
[CUSTOMER][NEUTRAL] Unless, unless for whatever reason it.
[CUSTOMER][NEGATIVE] Bounces back and gives her another error message. I know earlier we had several groups, yeah, we've had several groups try to submit the invoice and it gives them the error message but it still shows and submitted and then all of a sudden it show it pops back up in the open invoice.
[AGENT][NEUTRAL] It's done it twice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so as long as it shows submitted.
[CUSTOMER][NEUTRAL] So if it's still showing and submitted, he's fine, yeah.
[AGENT][NEUTRAL] OK, I just wanted to confirm with you.
[CUSTOMER][POSITIVE] But I would also, yeah, I would also recommend to her to check it again like tomorrow to make sure.
[CUSTOMER][NEUTRAL] It goes through
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just because of all the other groups having issues.
[AGENT][POSITIVE] OK, thank you so much for that information. I will let her know.
[CUSTOMER][POSITIVE] You're welcome, no problem.
[AGENT][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] OK [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I spoke with someone in billing and it is showing that it's submitted so you should be OK um they did suggest to go in the account sometime tomorrow and just double check and verify that it still shows as submitted if it bounces back to um being an open invoice go ahead and give us a call back but from what I'm looking at right now it has been submitted.
[CUSTOMER][NEGATIVE] Well, I hope it wasn't paid twice because I submitted it twice because I got an error message.
[AGENT][NEUTRAL] Well, I did note that with uh the billing department and I did um I will put that in the notes as well um otherwise we'll we'll have to refund you because you're paying twice um but I'm only showing it submitted as one time.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Yeah, so just double check tomorrow sometime and see if it if it stays submitted in that submitted status or if it goes back to open and if it goes back to open go ahead and give us a call back.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] Great, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it for [PII]ow. Thank you.
[AGENT][POSITIVE] Thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Same to you bye bye.