AccountId: 011433970860
ContactId: 80fcff4c-2a6c-4aa7-85d5-ea2cd489c973
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347399 ms
Total Talk Time (AGENT): 158252 ms
Total Talk Time (CUSTOMER): 131661 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/80fcff4c-2a6c-4aa7-85d5-ea2cd489c973_20250624T16:15_UTC.wav
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[CUSTOMER][NEUTRAL] Go.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm calling because I've been having trouble on the website trying to set up our payment method and autopay.
[CUSTOMER][NEUTRAL] It doesn't let me add our payment method.
[AGENT][POSITIVE] OK, I'll be happy to help you with that. Can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII], and is the number that you're calling from a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] All right. And uh what's your group number?
[CUSTOMER][NEUTRAL] 80,140
[AGENT][NEUTRAL] All right, and could you please verify the group name and the address we should have on file?
[CUSTOMER][NEUTRAL] You should have [PII] and [PII], and it's [PII].
[AGENT][NEUTRAL] And last thing is the email, please.
[CUSTOMER][NEUTRAL] MM [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] When you go to, um, so you're already logged into the online service center, right?
[CUSTOMER][NEUTRAL] I'm at, yes, I'm at dashboard.
[AGENT][NEUTRAL] OK. And did you click on your profile? Um, it should be in the top right-hand corner. It should have like maybe some initials in there, in like a little square.
[CUSTOMER][NEUTRAL] So profile a new payment method. OK, let me do that really quick and then we can make sure that I can get it on up.
[AGENT][NEUTRAL] And we don't have um auto pay for groups um we don't do auto pay uh for groups so you would have to like log in every month and submit your invoice we don't do auto pay.
[CUSTOMER][NEGATIVE] Oh, that, mm, that sucks. Do you guys send the invoice every month via email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you're set up for um electronic, um, so you and you're registered in the online service center so you can see you, um, you get an email notification when the invoice is ready and then you can view it in the online service center.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But we don't do
[CUSTOMER][NEUTRAL] OK, so where do I go to pay it now?
[AGENT][NEUTRAL] Um, go back to the home page where it said my dashboard.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll go to my group.
[AGENT][NEUTRAL] And you should see a tab that says invoicing and you'll click on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And are we gonna receive uh cards in the mail as well?
[AGENT][NEUTRAL] Um, yeah, uh, our customer service team handles that, um, but they, uh, do they, they do send out.
[AGENT][NEUTRAL] Let me see if your group is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] ID card required yeah so you have, um, yeah, so your group does have ID cards so they should send those out, um, but if you'd like I can get you to someone in the customer service team to talk about that, um, but they should be sending those out.
[CUSTOMER][NEUTRAL] OK, cool. All right. So I just paid, I'll, I'll pay both now and I was just having trouble setting that up for whatever reason.
[CUSTOMER][POSITIVE] Um, but now we're all good. Thank you very much.
[AGENT][POSITIVE] Yeah, it's no problem.
[AGENT][POSITIVE] All right, well, I hope you have a great rest of your day, honey.
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Oh, wait, wait, don't go. Wait, hello? Hello.
[AGENT][NEUTRAL] Oh, yeah, I'm still here.
[CUSTOMER][NEUTRAL] Sorry, OK, so when I go.
[AGENT][NEUTRAL] I so
[CUSTOMER][NEUTRAL] When I go to click on the second invoice to pay it, the one for 71.
[CUSTOMER][NEUTRAL] It does it says cannot find invoice.
[AGENT][NEUTRAL] Uh, go back out, like, go to click the back button and click it again, um, because it's, I think it's a bug that our IT team needs to fix because it does that to me as well.
[CUSTOMER][NEUTRAL] Oh OK, so go back out to dashboard invoicing.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, so let me click it again, please come out.
[CUSTOMER][NEUTRAL] Action after reviewing, OK.
[CUSTOMER][NEUTRAL] Oh, OK, so I guess.
[CUSTOMER][NEUTRAL] How is this where I would print the actual invoice right here or I have to go back?
[AGENT][NEUTRAL] Um, typically, yeah, but I know that they, that, um, that capability, um, is not available right now. I think they're working on something with it, um, because they just like relaunched this website, and I think they're having an issue with it. So in order to get like a copy of the invoice, uh, we will have to send it to you.
[CUSTOMER][NEUTRAL] Where it says submit invoice.
[CUSTOMER][NEUTRAL] OK, would you mind please sending me invoice 639-4180? You just email it to the email on file.
[AGENT][NEUTRAL] OK, and did you want a PDF or an Excel format?
[CUSTOMER][NEUTRAL] PDF would be fine. It's just so I could print it and have it on file.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll send that to you right now. Um, and is there anything else that I can do for you today?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] You're welcome. It was a pleasure speaking you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye