AccountId: 011433970860
ContactId: 7dbaa7b5-7700-482c-a121-0ffcf4198b40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 685119 ms
Total Talk Time (AGENT): 307726 ms
Total Talk Time (CUSTOMER): 299092 ms
Interruptions: 8
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/7dbaa7b5-7700-482c-a121-0ffcf4198b40_20250606T13:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], I, uh, I know that y'all have been updating your online system and everything, and, um, so I, I paid my bill during this time and it, I, it didn't give me any indication that I'd gone through.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] But I do see in my bank account that it did go through and I've never received any kind of confirmation on the payment. Is there a way that you could email me some kind of confirmation for that payment to where I could keep it on file for my records?
[AGENT][NEUTRAL] OK, so you're the group administrator, is that correct?
[CUSTOMER][POSITIVE] Yes, yes, let me go back to my group.
[AGENT][NEUTRAL] OK, so yes, ma'am, and you're wanting to find out.
[AGENT][NEUTRAL] OK, and you're wanting to find out about the confirmation for the payment, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I'd like to get like a like a confirmation email to me to where I could have it for my records.
[AGENT][NEUTRAL] OK, so, um, I can try and assist you with this. First off, I'm gonna need to get your information and pull up the group's information to verify some things for security. So who am I speaking with?
[CUSTOMER][NEUTRAL] OK, the group
[CUSTOMER][NEUTRAL] OK, the group number? OK, my name is uh [PII] or [PII], um, I'm the, the office manager at this business.
[AGENT][POSITIVE] Thank you. And may I do, what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the uh group's number?
[CUSTOMER][NEUTRAL] 21538 it's Hidalgo Ironworks Incorporated.
[AGENT][NEUTRAL] OK, thank you. So give me just a moment please to get the group's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so if you could please verify the address for the group.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then your the email address that we would have on file for the group, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the primary number that we have on file for the group is the same as the one that you provided for me, so that is the best number that we should have, is that correct? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So let's see. So maybe, um, you should have received a confirmation when you submitted the payment.
[CUSTOMER][NEUTRAL] Well, so like I said it, it did weird because like that was during the window when every there was a lot of maintenance going on on the website and so when it when I went to submit the payment it just kept saying processing processing processing and it never it never changed from that screen and so um when I went back.
[AGENT][NEUTRAL] Did you
[AGENT][NEUTRAL] Sure. Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the the the dashboard page it still showed that the payment hadn't hadn't been submitted or whatever and it showed that yesterday as well um but today uh it shows that it's it's in the paid invoices and I do see it in my bank account as well but like I said I never received any kind of email confirmation or any kind of confirmation screen that I could screenshot or print out or anything like that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you should, OK, so you should based on a call I had yesterday, you should have received an email.
[AGENT][NEUTRAL] Once you submitted, once you submitted the payment, I do not know, I.
[CUSTOMER][NEUTRAL] Mm mm, I didn't.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEGATIVE] I, I mean, I, and I always check my spam mail too to see if it might have gone there, but there's nothing there either like I received nothing.
[AGENT][NEUTRAL] OK, but it does show that you're in the paid invoices. Your invoices now in the paid category?
[CUSTOMER][NEUTRAL] Yeah, it does show up in the paid yeah and and I thought, you know, because when you, when you open up the invoice it says you can print the coupon so I thought maybe it would say on there some kind of, you know, confirmation number of payment but no it just shows it's the invoice as I would receive it in the email or in my my mailbox.
[AGENT][NEUTRAL] I see. Let me, I'm gonna have to ask if that's something that, that they are able to do because I do not know the answer to that question, [PII]. So do you mind bearing with me? Yeah, I don't know if that is something that can be done. Um.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] And like I said, I know, I know it was, it was during the, the window of time whenever they were doing all the stuff on the website and so there was a lot of issues and glitches and stuff like that but uh yeah.
[AGENT][NEUTRAL] Mhm I understand. And I don't know all of the new features, especially on that side, um.
[CUSTOMER][NEUTRAL] Uh yeah.
[AGENT][NEUTRAL] But, OK, so let's see.
[AGENT][NEGATIVE] And you did say it's showing in the online service center now underpaid invoices.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, when I go to invoicing it's yeah, the last invoice, uh, it says collected 64-2025 invoice number 630158 paid underpaid invoices.
[AGENT][NEUTRAL] What was that invoice number again? 630.
[CUSTOMER][NEUTRAL] 0, uh, 639-015-8 0 sorry.
[AGENT][NEUTRAL] 39 a minute. Uh-huh.
[AGENT][NEUTRAL] 58. OK. I just uh missed that 9 in saying it back to you. OK.
[AGENT][NEUTRAL] All right, so it may take a minute for someone to respond to me on this to see if that's something that can be done because like I said, I don't know if the new in the new system with it showing that it's paid in that paid um bracket now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] If they can force like a confirmation, yeah.
[AGENT][NEUTRAL] Right, because that may be the confirmation is what I'm asking, you know, what I'm trying to find out. So it was, you have open and submitted or
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEGATIVE] Again, and I can't get that deep into the pool.
[CUSTOMER][NEUTRAL] Well, even if, even if like I could get a, uh, even if it would be just uh like an email from ATL saying you know this is confirmation of payment on invoice number such and such and it's just something that I can have because like I said I always keep the confirmation from my records just in case there's any kind of issue um.
[AGENT][NEUTRAL] OK. And uh.
[CUSTOMER][NEUTRAL] Wouldn't have to be like the the actual confirmation that actually automatically goes out it could just be like a generic email from the company that says that that was paid.
[AGENT][NEUTRAL] Sure. And I, and I'm, I have asked that question if there was something, you know, that we could email or an email could be sent. So, and I'm just waiting on a response, maybe. So do you have time to bear with me just a few more minutes, or, OK, great. Thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And do you spell [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct, yes ma'am.
[CUSTOMER][POSITIVE] Yeah, he's never a problem.
[CUSTOMER][NEUTRAL] But it's always the one that got away.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] He missed that shot at the end. They talk that's what they'll talk about.
[AGENT][NEUTRAL] OK. So I, we are going to send, now, I was just told that that is your confirmation showing that it was um
[CUSTOMER][NEUTRAL] That it's in the paid invoices.
[AGENT][POSITIVE] Correct, yes. But um they, they are gonna go ahead and send you, since we just changed all this, they're gonna go ahead and send you an email for this month, maybe for that. So you should be getting that um soon.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then, so from, from this, from this on uh from this point on out I should get like an automatic little confirmation email once the payment's submitted, correct?
[AGENT][NEUTRAL] Um, but again, that's
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, yes, because the admin that I was speaking with yesterday, once she submitted it, she could see that it moved over to the submitted payments, but she also received an email stating that her payment had been sent, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, but then we draw after 5 days or 8, yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah, so I, I, my, mine just was submitted in that weird window. I, I got you. OK, well that's, that's fine. I appreciate all your help and uh.
[AGENT][NEUTRAL] So, well, you're welcome. And then if, you know, if you decide that uh.
[AGENT][NEUTRAL] You know, if that is something you're gonna want each month, you would have to send us an email request to [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Otherwise, you know, because it's not going to automatically, the system isn't automatically set up to send that type of email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just being in that paid invoices, you know, category.
[CUSTOMER][NEUTRAL] Oh, I see, OK.
[CUSTOMER][POSITIVE] I see, I got you.
[AGENT][NEUTRAL] Would indicate that it's paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty well thank you so much for the the help and the information.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Oh, well, you're very welcome, [PII] and is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] No, that was everything.
[AGENT][POSITIVE] OK. Well, then, thank you for calling APL. I hope you have a wonderful Friday and a great weekend.
[CUSTOMER][NEUTRAL] You do the same, [PII].
[AGENT][POSITIVE] And thank you very much and thank you for understanding with our little, with our changes and our few bumps in the road that we were having the other day. But if you have, you know, any issues that arise, you know, please reach out to us so that we can try to get those addressed.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right, I appreciate it.
[AGENT][POSITIVE] Well, you're certainly very welcome. And again, have a wonderful weekend and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.