AccountId: 011433970860
ContactId: 8985512a-0da3-4ffc-81a3-f8dbffcb3314
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 610179 ms
Total Talk Time (AGENT): 160253 ms
Total Talk Time (CUSTOMER): 165249 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/8985512a-0da3-4ffc-81a3-f8dbffcb3314_20250611T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I was calling about our group billing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I set up an online APL account, but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, there's like no information there. It's got our group information at the top, but there's no employees.
[CUSTOMER][NEUTRAL] There's no invoices and there's no history.
[CUSTOMER][NEUTRAL] So what am I doing wrong?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On the left side of the screen, um, you should have, um, uh, something that says my group.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Click on it and then you'll click on invoicing.
[CUSTOMER][NEUTRAL] Giving me a problem right now. Yesterday the website I was having a problem with it too. I cleared my.
[CUSTOMER][NEUTRAL] Cash, um.
[CUSTOMER][NEUTRAL] My browser, but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know about not loading now.
[CUSTOMER][NEUTRAL] Let me try.
[CUSTOMER][NEUTRAL] I try that out.
[CUSTOMER][NEGATIVE] Error. There was an error processing your request. If this error persists, please contact customer service.
[AGENT][NEUTRAL] OK, um, do you, uh, is there a back button that you can click?
[CUSTOMER][NEUTRAL] So reload it maybe.
[CUSTOMER][NEUTRAL] OK, alright, so I hit invoicing and it says.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Due to scheduled maintenance, the ability to download your invoice is unavailable at this time.
[AGENT][NEUTRAL] OK. Yes, ma'am. That
[CUSTOMER][NEUTRAL] Please know our billing team.
[CUSTOMER][NEGATIVE] Yeah, so it says no open invoices, no submitted, and no paid.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Some voices.
[CUSTOMER][NEUTRAL] It's uh 244-84.
[AGENT][NEUTRAL] 2448.
[AGENT][NEUTRAL] And it says it doesn't have any open invoices submitted invoices or paid invoices?
[CUSTOMER][NEUTRAL] Yes ma'am, but I've got the physical copy of the invoice in my hand, so I know it's due [PII].
[AGENT][NEUTRAL] Well, as long as we get it within the month of June it's fine, but I'm, I'm looking at it on my end and.
[CUSTOMER][NEUTRAL] I don't, I don't know.
[AGENT][NEUTRAL] I, I see, I see all the invoices and the only one that's open of course is the June.
[CUSTOMER][NEUTRAL] Isn't that weird?
[CUSTOMER][NEUTRAL] So I don't, I don't know what's happening here you think it's because of the maintenance?
[AGENT][NEUTRAL] No, ma'am, that's, uh, that's something on our end and they're, they're getting it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] They're having to uh code all that on our end um the only thing I could suggest is logging out closing everything out and and trying again because like I said there's.
[AGENT][NEUTRAL] I'm looking at it on my end and yeah, you should have.
[AGENT][NEUTRAL] A list of the the paid invoices in that one open invoice.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me try that again. It's gonna send me a code to my email.
[CUSTOMER][NEGATIVE] I I tried doing this yesterday and I had the same issue. I don't.
[CUSTOMER][NEGATIVE] I don't know why it's not picking our stuff up. It's got our group information, but it has like nobody on there and no invoices on there.
[AGENT][NEUTRAL] What browser are you using?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well I tried um Microsoft Edge and then now I'm on Chrome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 94
[CUSTOMER][NEUTRAL] Welcome to the online service center.
[CUSTOMER][NEUTRAL] Access product details manager invoicing administer employee coverage.
[CUSTOMER][NEUTRAL] It's kind of giving me a little tour of the website.
[CUSTOMER][NEUTRAL] Let's see, my group.
[CUSTOMER][NEGATIVE] And it's showing those errors. There was an error processing your request if this error persists.
[CUSTOMER][NEUTRAL] Contact customer service.
[AGENT][NEUTRAL] OK, hang on one second.
[AGENT][NEUTRAL] Let me check with the rest of my department and see if anybody else has gotten any error messages.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What today?
[AGENT][NEUTRAL] And what was that error message when you clicked on my group and invoicing?
[CUSTOMER][NEGATIVE] It says there was an error processing your request, but this error persists, please contact customer service.
[CUSTOMER][NEUTRAL] [PII] option 4.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] The one that's kinda over it in our, my department is taking a look at it real quick.
[CUSTOMER][NEUTRAL] How's your day going otherwise?
[AGENT][NEGATIVE] It's Wednesday, so surely it's just kind of uphill from here.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Ready for another weekend.
[CUSTOMER][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] Uh, here it is.
[AGENT][NEUTRAL] Oh I know.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, what I want you to do, [PII], is like we did just a second ago, log out completely, close it out, either open up Chrome or Microsoft Edge, either one, and log back in and when you go to my groups and my or when you go to my groups and invoicing screenshot that error message for me and email it to me so I can report it um to the higher ups and they can take a look at it and figure out what's going on.
[CUSTOMER][NEUTRAL] OK, what's your email?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll try it again and uh.
[CUSTOMER][NEUTRAL] See if that happens I'll.
[CUSTOMER][NEUTRAL] Send that to you.
[AGENT][NEUTRAL] All right. So is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that's it. Thank you.
[AGENT][POSITIVE] All right. Thank you and thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye.