AccountId: 011433970860
ContactId: 892a082c-08d6-4c1b-932f-bafb1065ade8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450119 ms
Total Talk Time (AGENT): 190471 ms
Total Talk Time (CUSTOMER): 136686 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/892a082c-08d6-4c1b-932f-bafb1065ade8_20250611T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yeah, uh, good morning. I was trying to, I assume the, the log in, the, the your sys the system is not working to pay online, right?
[AGENT][NEUTRAL] No, you can pay online.
[CUSTOMER][NEUTRAL] Well, I don't know how. I mean, I used to do it before, but now with the new system I don't see where do I don't see where is that. I mean, uh, is, is that.
[AGENT][NEUTRAL] OK, let's start with your group number.
[CUSTOMER][NEUTRAL] Uh, group number 19,400.
[AGENT][POSITIVE] 19,400. All right, thank you.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] My name is [PII] and the name of the company is is uh H and J asphalt.
[AGENT][NEUTRAL] Thank you. And can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And what about the phone number we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you [PII] and is that a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. One more piece of information. I have your email as [PII]. Is that correct?
[CUSTOMER][POSITIVE] That yeah that is correct.
[AGENT][NEUTRAL] All right, perfect. So, [PII], so when you get logged into the, the new system, um, you'll have your billing and what you'll do, well, if I can get mine to pull up, you'll click on the invoice number the same way as before.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Wait, hold on, uh, because now it shows APLO OSC, is that where I have to log in?
[AGENT][NEUTRAL] Yes, ma'am. Get logged in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I'm on.
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] On the
[CUSTOMER][NEUTRAL] But it's still logging in.
[AGENT][NEGATIVE] On the left side of the screen you should have billing.
[CUSTOMER][NEUTRAL] Wait, hold on.
[CUSTOMER][NEUTRAL] It's not showing me that yet.
[CUSTOMER][NEUTRAL] OK, um, so you were saying where?
[AGENT][NEUTRAL] On the left side of your screen, um, click on the dashboard and see if there's a drop down menu.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK, hang on one second. Let me pull up my end real quick because I'm still new at this as well. Let me find that.
[AGENT][NEUTRAL] Here is there we go.
[AGENT][NEUTRAL] Let me see what you see on your end.
[AGENT][POSITIVE] Yeah, keep going, keep going.
[AGENT][NEUTRAL] All right. Um,
[AGENT][NEUTRAL] When you click on dashboard, what do you see right there?
[CUSTOMER][NEUTRAL] Um, it shows HS one, it says the active and, and then the contact number, the phone number, my email on the right hand it says need to file a claim, start your claim, and then under that it says members and then my broker, that's it.
[AGENT][NEUTRAL] OK, on, um, at the top where you said H and JS fall where it says active, click on that and see what it says are you able to click on it?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, hang on one second. I do apologize. Uh, we are all learning at the same time, so give me one second.
[CUSTOMER][NEUTRAL] Nothing.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEGATIVE] No, that's not what I want either.
[AGENT][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Could it be on um.
[CUSTOMER][NEUTRAL] Research center and I, I hit on that and then it it send me two products about APL announcement and then billing but in billing.
[AGENT][NEUTRAL] Click on billing.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, it shows like um topics select all billing, but that's it it doesn't show me the the actual the actual bill.
[AGENT][NEUTRAL] OK, hang on one second they.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Alright, give me one second, I do apologize.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, back to now where did my other screen go? Alright, alright, when you're logged in, let's see dashboard, OK, recent activity.
[AGENT][NEUTRAL] Alright, do you have?
[AGENT][NEUTRAL] On the left, OK, on the left side of the screen under dashboard you should have my group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] My group exactly.
[AGENT][NEUTRAL] Uh-huh, click on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was the other thing she said and then click on.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Invoicing. Yes, ma'am.
[CUSTOMER][NEUTRAL] Invoicing?
[CUSTOMER][NEUTRAL] OK, and it says due to a schedule maintenance to ability maintenance the ability to download your invoice isn't available at this time.
[AGENT][NEUTRAL] OK, that, that's fine, but you can still click on, um, you do you see your invoices?
[CUSTOMER][NEUTRAL] Yep, I click on that.
[AGENT][NEUTRAL] OK, the at the at the top if my computer will stop being slow, click on the invoice number, um, that's under open invoices and then you should be able to that's where you reconcile your invoice just like before um and once you've done everything, um, you'll click submit invoice at the top.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Submit invoice 80 now it's giving me the payment selection, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, alrighty perfect. OK, yeah, I know.
[AGENT][POSITIVE] All righty. Are you, is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I think I know what.
[CUSTOMER][POSITIVE] No, that will be it. Thank you so much for your help.
[AGENT][POSITIVE] All right, well thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye