AccountId: 011433970860
ContactId: 821d4952-932a-423c-862e-d660df83510e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442700 ms
Total Talk Time (AGENT): 109406 ms
Total Talk Time (CUSTOMER): 138423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/821d4952-932a-423c-862e-d660df83510e_20250604T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm calling from Rice Academy.
[CUSTOMER][NEGATIVE] And I went online, I've been trying to do this since Sunday, to pay or invoice and it defaulted me to some old SC. I called again on Monday and I was told that that's the new section now, the new page.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It right, OK, so I had to, I went in and I registered. Now I'm in and I can't find the invoice to make the payment. I see something that says billing. I clicked on it, but I'm not seeing anything beyond that.
[AGENT][NEUTRAL] OK, it, it doesn't pull up any.
[CUSTOMER][NEUTRAL] How do I get to the invoice?
[AGENT][NEUTRAL] OK, let me see. What is your group number?
[CUSTOMER][NEUTRAL] It is um
[CUSTOMER][NEUTRAL] 18278
[CUSTOMER][NEUTRAL] I, I mean, our new, new, um, enrollment started the [PII] of this month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm, I don't know if that has anything to the to not able to find.
[CUSTOMER][NEUTRAL] The invoice.
[AGENT][NEUTRAL] Yeah, it should be loaded. Um, can I place you, uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then can you verify the address for the group, please?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. And then do you have the email address associated with the account?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. And then last thing, just your callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII] well actually our phones are not working right now, so I'm calling from my cell phone, but the school phone is [PII].
[CUSTOMER][POSITIVE] It should be working, yeah, they're working on it right now.
[AGENT][POSITIVE] OK, thank you so much. OK, can I place you on a brief hold real quick?
[CUSTOMER][NEUTRAL] Sure mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you so much for holding. Um, are you paying with a credit card or debit card, or is this through ACH?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] We normally pay through um ACH.
[AGENT][NEUTRAL] OK, um, OK, I'll need to get your information and um have some, uh, we're, we're having some issues since we've switched over to the new account. We're trying really hard to get these worked out as soon as possible, so, um, let me get some information from you and we'll get somebody to look at this and give you a call back or email, whatever is easiest for you.
[CUSTOMER][NEUTRAL] OK, because, yeah, cause I don't want the employees to go to the doctor and then there's any issue, so.
[AGENT][NEUTRAL] Oh, no, no, of course not, yeah, absolutely, I understand. I understand.
[CUSTOMER][NEUTRAL] OK, OK. I know it's only the [PII] in the month, the [PII] day, but still.
[AGENT][NEUTRAL] Yes, no, I understand. Um, so is that a good number to call you back at? Is that the [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yes. Mhm.
[AGENT][NEUTRAL] OK, perfect. And then is that email still OK or you, would you prefer to be called?
[CUSTOMER][NEUTRAL] Yes, no, same email. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you know what browser you're using by chance? um trying to pay, like are you using Google Chrome or Microsoft Edge?
[CUSTOMER][NEUTRAL] Google Chrome. Mhm.
[AGENT][NEUTRAL] Google Chrome, OK.
[CUSTOMER][NEUTRAL] Google Chrome.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Do you have the invoice number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have the invoice with me because I normally just print one. If I don't get it on time, I'll just print it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I have May's invoice number. Will that help you?
[AGENT][NEUTRAL] Uh, that's the 638-733-8. Is that right?
[CUSTOMER][NEUTRAL] Yes, uh-huh, yeah, that's me. Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Because sometimes we don't, if I, if the mail is not distributed to me timely, I'll just print it when I go to make a payment.
[AGENT][NEUTRAL] Sure. OK. OK, I will get this logged, um, we'll have somebody get this um reviewed and we'll call you back when we've got a resolution for you, OK?
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][POSITIVE] OK, thank you for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK, bye bye. Mhm.