AccountId: 011433970860
ContactId: 83d580d8-1489-4748-8cfa-af8ebe4b3f1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 939859 ms
Total Talk Time (AGENT): 340530 ms
Total Talk Time (CUSTOMER): 347436 ms
Interruptions: 9
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/83d580d8-1489-4748-8cfa-af8ebe4b3f1a_20250625T16:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing alright thank you uh I've got a group admin on the line wanting to pay on an invoice.
[AGENT][NEUTRAL] By card.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] By card, by credit card?
[CUSTOMER][NEUTRAL] I believe so. She was trying to use the portal, but they're having, they're gonna have to email us some information regarding their email so she just said she wants to go ahead and pay it over the phone.
[AGENT][NEUTRAL] OK, I just asked by card because sometimes they don't realize they can't do it by ACH over the phone.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][POSITIVE] Oh, I didn't ask. I'm sorry.
[AGENT][NEUTRAL] No, no, it's fine. I was just, just thought I would ask I thought, uh, I'm just trying to get logged into the site where I could take the payment. What's that group number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is 18899.
[AGENT][NEUTRAL] 18899.
[CUSTOMER][NEUTRAL] And we are speaking with uh [PII].
[AGENT][NEUTRAL] And our callback number?
[CUSTOMER][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Let me just go one more place.
[AGENT][POSITIVE] OK, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the group billing department. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well I understand you're having some issues with the portal, so, uh, you need to pay by credit card on your July invoice?
[CUSTOMER][NEUTRAL] Well, no, I don't need to pay by credit card because I don't have access to one. I need to process the invoice, submit it to our IP department so they can pay it.
[AGENT][NEUTRAL] OK, so you just want a copy of that invoice?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][POSITIVE] Awesome, I can get that over to you. Let me pull up this information real quick.
[AGENT][NEUTRAL] I apologize, she said you wanted to make a payment, so I, I apologize. Let's see here, it's 18899.
[CUSTOMER][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] And is your email be?
[CUSTOMER][NEUTRAL] We always download the invoice, what?
[AGENT][NEUTRAL] I see. Is your email be patter [PII] OK?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, let me get that for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I generally get a hard copy of the invoice, but it's always after we paid it.
[AGENT][NEUTRAL] I apologize for not having that available.
[AGENT][NEUTRAL] Yes ma'am, so it just got, it was just available Monday and so it's probably still en route to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see APL oops.
[AGENT][NEUTRAL] I double clicked when I should have only single clicked. I apologize. Let's see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. I'm gonna have oh
[AGENT][POSITIVE] Uh, I'm getting ahead of myself here. There we go. I'm gonna have that coming your way. Is there anything else I can help you with?
[AGENT][NEUTRAL] While we're on the phone.
[CUSTOMER][NEGATIVE] No, that's it. I guess I need to call customer care to get the two email addresses taken care of because that's I guess why I can't register.
[AGENT][NEUTRAL] Yeah, we've got
[AGENT][NEUTRAL] We've got 2 on here. Hold on a second.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] This might be why she's oh no here we go I think I can do this.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Just 1 2nd here.
[AGENT][NEUTRAL] Oh good it fits OK so let's see if I can update this here they put two emails in the same um.
[AGENT][NEGATIVE] Block where just one should go and when there's 2 there it just doesn't work.
[AGENT][POSITIVE] OK, yeah, it looks like I can.
[CUSTOMER][NEUTRAL] OK, uh, I know the HR, um.
[CUSTOMER][NEUTRAL] Lady, she goes in the website and then I just go in to get the bill so I can process.
[AGENT][NEUTRAL] I see. Have you guys set up your online service account yet?
[CUSTOMER][NEUTRAL] Is that gonna be a problem?
[CUSTOMER][NEUTRAL] No, I was trying to, and I kept getting an error and it was explained to me because we have two email addresses on our account.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I apologize. I knew that's why I was doing this. I don't know why I just asked that.
[AGENT][NEUTRAL] OK, and please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Go back to that screen and see if it's saved, yes ma'am, so while we're on the phone, why don't we go ahead and try that so that go ahead and try um registering or getting that account again because I've got it saved to where it's just your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will that lock out the other lady though?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, bom bom bom bom gotta get.
[CUSTOMER][NEUTRAL] To my shortcut here we go continue create an OCSC account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Group
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Come on, let's go next.
[CUSTOMER][NEUTRAL] And I put the number in.
[AGENT][NEUTRAL] Yes ma'am, I would only put in the fields that are required um I wouldn't put anything else in there some people have been having issues with adding more information that it says it's required.
[CUSTOMER][NEUTRAL] And the email on rec.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because I don't know what phone numbers on the record.
[AGENT][NEUTRAL] Um, it's the, the number you're calling from.
[CUSTOMER][NEUTRAL] Uh, continue it let me go.
[AGENT][NEUTRAL] Oh yeah it should it should let you all the way through it's the number that you uh gave for your callback number that you're calling from now?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So now it's a new
[CUSTOMER][NEUTRAL] To um
[CUSTOMER][NEUTRAL] What kind of requirements on the password?
[AGENT][NEUTRAL] Oh my word, would you believe you're the first one that's asked me that? I apologize. I do not know.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, well I'm gonna try what I can do here.
[AGENT][POSITIVE] I am so sorry. That is actually a great question, but nobody's asked me that yet.
[CUSTOMER][NEUTRAL] Oh, what's display name?
[AGENT][NEUTRAL] It's just gonna be just put your first name um it's just gonna be whomever it it's only what you'll see.
[CUSTOMER][NEUTRAL] And and then give the name surname.
[CUSTOMER][NEUTRAL] OK, let's see what happens.
[CUSTOMER][NEGATIVE] Password you're not match.
[AGENT][NEUTRAL] Do not put that in yet. Do, do not don't put that in yet.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEGATIVE] The password, it's if it's asking you to send a verification code I have no idea why they have those fields available before you're actually required.
[CUSTOMER][NEGATIVE] Oh no, it's telling me that I didn't type in I didn't type in the same password.
[AGENT][NEUTRAL] Oh, I see, um.
[AGENT][NEUTRAL] I just worry because they put these fields there when they're not required yet and if it gives you something about couldn't find the claims or something like that we'll have to remove that information.
[CUSTOMER][NEUTRAL] Yeah it says claim not verified email address.
[AGENT][NEUTRAL] Yeah, I would take that out.
[AGENT][NEUTRAL] I don't, I don't know why they included those fields at that place at that point, I mean.
[CUSTOMER][NEUTRAL] Take what out now?
[AGENT][NEUTRAL] The password that you entered and and like the second one that you put in.
[CUSTOMER][POSITIVE] Oh, OK, OK, OK, I got you.
[CUSTOMER][NEUTRAL] Sending a code.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, we're waiting.
[AGENT][NEUTRAL] And also when you do get that verification code you can go back to the window and it's gonna ask you for that verify your code prior to putting your password in again.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Got you understand.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got the code.
[CUSTOMER][POSITIVE] Yes I could.
[CUSTOMER][POSITIVE] Ok thanks to there.
[CUSTOMER][NEUTRAL] I got another code
[AGENT][NEUTRAL] You'll get that each time you log in just to verify who you are, you'll no longer have a username it'll only be the email address.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] This information.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] I got a second verification code so I put that in and now it's telling me a field is is missing. Please fill in all the required fields and try again. It wants me to change my email.
[CUSTOMER][NEUTRAL] Can I go back?
[AGENT][NEUTRAL] He wants you to change it?
[CUSTOMER][NEGATIVE] I'm gonna cancel and go back error occurred.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] We didn't have anything else to do today, right?
[AGENT][POSITIVE] I'm so sorry. I am here for the long haul though. I mean, if you need me I'm here.
[AGENT][NEUTRAL] I'm gonna I just sent over that invoice and then our user guide. I'm also gonna send a visual of the steps to creating this account just in case the visual helps you more than what I'm saying because sometimes I don't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Exactly say things the way they are.
[AGENT][NEUTRAL] I don't verbalize it very well. Let's see here we go.
[CUSTOMER][NEUTRAL] OK, I'm to the send button. Oh, I didn't put in my.
[CUSTOMER][NEUTRAL] OK, send verification code.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All I gotta do is wait for.
[CUSTOMER][NEUTRAL] I went to McDonald's last night on my way home for my grandson.
[CUSTOMER][NEUTRAL] And normally he handles placing an order on the app.
[CUSTOMER][NEUTRAL] So I'm doing it and I didn't get my confirmation and I know I paid there's a button you have to.
[CUSTOMER][NEUTRAL] Hit to let him know that you're there.
[CUSTOMER][NEUTRAL] And I said I've paid already.
[CUSTOMER][POSITIVE] It was funny.
[CUSTOMER][NEUTRAL] OK, I got my code.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Verify code, OK.
[AGENT][NEGATIVE] I tell you that McDonald's app is not very user friendly.
[CUSTOMER][NEGATIVE] No, I don't think so either. I was supposed to get $2 french fry and I didn't get it very upset.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Change? OK.
[CUSTOMER][NEUTRAL] I address is verified, you can now continue.
[CUSTOMER][NEUTRAL] Now I go to
[CUSTOMER][NEUTRAL] New password?
[AGENT][NEUTRAL] Well, OK, so you've already, you've already put in your verification code uh after receiving it?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] OK then yes ma'am, the next thing will be um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Display name
[AGENT][NEUTRAL] That'll just be your name, yeah.
[CUSTOMER][NEUTRAL] My name.
[CUSTOMER][POSITIVE] And we're gonna continue.
[CUSTOMER][NEUTRAL] Please wait.
[CUSTOMER][POSITIVE] I agree to the terms.
[CUSTOMER][POSITIVE] I agree to privacy.
[CUSTOMER][POSITIVE] The account has been created success successful we create go to the dashboard.
[AGENT][POSITIVE] Yay.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh welcome.
[AGENT][NEUTRAL] Yeah, you have to log back in I think I'm not 100% sure, or did you see your dashboard?
[CUSTOMER][NEUTRAL] Now I gotta log in, OK.
[CUSTOMER][NEUTRAL] Send verification code.
[AGENT][NEUTRAL] This is what will happen each time you go to log in it's just to verify.
[AGENT][NEUTRAL] Who you are.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We have sign on here in the morning and I have the phone rings and I get a code and all these.
[AGENT][NEUTRAL] Oh, all the things.
[CUSTOMER][NEGATIVE] Seems like it takes forever to log into anything anymore these days, OK, so.
[AGENT][NEGATIVE] Well, you know, it's just security you have to have that these days, these hackers, man, they just, they make it so difficult for people.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, I put this number in.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Dashboard.
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] we're
[CUSTOMER][NEUTRAL] Alright, access product details manage your invoices.
[AGENT][NEUTRAL] So on your left you'll see where it says my group.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And if you click on that on that that page you'll see a tab that says invoicing.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] And that'll be where you'll adjust or make your payment when you submit that's it'll be the same process as before, but at this time unfortunately invoices are not able to be printed.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Fre of micro.
[CUSTOMER][NEUTRAL] Invoice due to scheduled maintenance OK.
[CUSTOMER][NEUTRAL] Alright, well, at least now I have a log in and I oh I see the one that I think you just sent to me.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK for July.
[AGENT][NEUTRAL] So you'll be able to make your adjustments and make the payment everything you just can't print it unfortunately.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alrighty well thank you, Miss [PII].
[AGENT][POSITIVE] Yes ma'am. I'm so glad I can help, but it seems like such an easy process, but because they've added those fields, it makes it quite complicated, so I, uh, I'm glad I could help you get in in there.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, if you click on something you don't need to then.
[CUSTOMER][NEGATIVE] You're confused.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I'm good if I have any more problems I'll call back.
[AGENT][NEUTRAL] A.
[AGENT][POSITIVE] Yes, ma'am. Give us a call. So I hope you have a great rest of your week and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK thank you you too bye now.
[AGENT][POSITIVE] Thank you. Bye bye.