AccountId: 011433970860
ContactId: 87c52f6b-4392-4d65-a8ee-e4103e041b1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334350 ms
Total Talk Time (AGENT): 119855 ms
Total Talk Time (CUSTOMER): 190881 ms
Interruptions: 8
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/87c52f6b-4392-4d65-a8ee-e4103e041b1d_20250606T15:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] I'm well. How about you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a group admin on the other line. She was, well, she finally has access to the online service center, but now she can't get to her invoices and she's trying to make a payment or or she wants to know if she can make a payment over the phone. I told her she could.
[AGENT][NEUTRAL] Oh yeah, I can do that but she's probably wanting to pay by ACH over the phone. I can't do that, but I can walk her through getting the invoice paid online.
[CUSTOMER][NEUTRAL] OK, um, it's group number 26638.
[AGENT][NEUTRAL] All right. And her name?
[CUSTOMER][NEUTRAL] And we're speaking with, I keep saying mainly, I think it's [PII].
[CUSTOMER][NEUTRAL] It's the group admin.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Alright, and is the phone number on there a good call back number?
[CUSTOMER][NEUTRAL] Yes, the [PII].
[AGENT][POSITIVE] All right. I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] And she is for June. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Perfect thank you so much and have a nice day. You also. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah bye.
[AGENT][NEUTRAL] Hi [PII] as she said this is [PII]. I understand you're trying to pay an invoice on our new online service center.
[CUSTOMER][NEGATIVE] Oh, yes, and it's not working.
[AGENT][POSITIVE] Um, uh, yeah, no problem. It's a new site.
[CUSTOMER][NEUTRAL] I can't. I only sit all the time like.
[CUSTOMER][NEUTRAL] Yeah, but at least I got inside the website. I've been trying since uh May, uh, since [PII], so at least I can see that.
[AGENT][POSITIVE] Oh, I'm so sorry trouble.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Yeah, I didn't even know, maybe.
[CUSTOMER][NEUTRAL] that you were changing, but I didn't get that one unfortunately I don't remember using anything like that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so are you on the right now?
[CUSTOMER][NEUTRAL] So, but anyway, let me stop.
[CUSTOMER][NEGATIVE] Yeah, I'm on the website right now, and I tried to go to search and billing, and he says no results, like, my bill is not there.
[AGENT][NEUTRAL] Yes ma'am, if you go on the left hand side on your dashboard it'll say, I believe it says my groups.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My group? OK, let me go, let me go, let me go back.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, my group, yes.
[AGENT][NEUTRAL] If you click there when that comes up you'll have a a tab that says invoicing.
[CUSTOMER][NEGATIVE] Oh, I was going to the wrong one.
[AGENT][NEUTRAL] And no, no, it's OK. You just have to figure it out and then once you get it it'll be like, uh, you know, you'll know what to do each time.
[CUSTOMER][NEUTRAL] I will go to the center.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's here, that's.
[CUSTOMER][NEUTRAL] Yes, let me ask you something, can we have like automatic payment because I have to come here every month.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] We do not offer that at this time.
[CUSTOMER][NEUTRAL] I think with
[CUSTOMER][NEUTRAL] Oh, OK, OK, so after reviewing please in to complete the process, let me check it.
[CUSTOMER][NEUTRAL] Oh, I have to put everything again, I guess.
[AGENT][NEUTRAL] Well, your bank information should have transferred over if it was already on the old one.
[CUSTOMER][POSITIVE] Yeah, I know that's great.
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][POSITIVE] Yes, it's safe already. Oh, that's so cool. Thank you. I just submitted the payment. Thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely, but I was just looking and it looks like you are with the National Agency Solutions your broker is. If you send um [PII] or [PII] at that National Agency Solutions uh an email and let them know you would like to set up auto pay, they may be able to get that set up for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, that's good. That's good. Because usually I do it, you know, on the [PII], and sometimes on the [PII], on the [PII], so it, it goes on the same [PII]. Uh, but, you know, if I travel with my dad, I want to, you know, to have automatic payment. OK, I'll do that. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No problem, is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] No, can you, are you on my account?
[AGENT][NEUTRAL] Um, yes, ma'am, I can see.
[CUSTOMER][NEUTRAL] Can you see if I pay?
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK, just, just confirm that I did it correctly.
[AGENT][NEUTRAL] 26638.
[AGENT][NEUTRAL] Oh my system's running a little slow here we go. I do see that you submitted it, yes ma'am.
[CUSTOMER][POSITIVE] Perfect, perfect. One less. OK, thank you so much. I really appreciate.
[AGENT][NEUTRAL] I'm going to um send you a user guide for our new uh for a new site and it'll just help you in what but buttons to press to do any other other things on there like adding or removing employees whatever the case may be.
[CUSTOMER][NEUTRAL] Yes, because when I opened yesterday, it wasn't even all of that. The only thing that I could see was, you know, the syn or testing and the name, but I didn't see or group details for invoicing or employees, nothing. That's the reason why I went to Reo center. I think it was, no, to the dashboard. No, dashboard, no. I went to Resource Center, no, it was another.
[CUSTOMER][POSITIVE] No, it was something weird that I could get pulled out, you know, reports, and he was saying like, no, no, no, oh my gosh, where is my invoice? So, but thank you so much. Ah, it's really easy to, to work.
[AGENT][POSITIVE] No problem, I'll get that right over to you.
[CUSTOMER][POSITIVE] Thank you. Have a really nice day.
[AGENT][POSITIVE] Thank you as well thanks for calling APO bye bye.
[CUSTOMER][NEUTRAL] Goodbye.