AccountId: 011433970860
ContactId: 8ac1b469-638b-4e6e-ac25-6d62f2d99ddd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1385130 ms
Total Talk Time (AGENT): 247616 ms
Total Talk Time (CUSTOMER): 366947 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/8ac1b469-638b-4e6e-ac25-6d62f2d99ddd_20250623T16:21_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Ma'am, I'm trying to log on to uh number one pay an invoice and then download the new invoice and it's not letting me for some reason it's telling me it can't find me and.
[CUSTOMER][NEUTRAL] I don't know what's going on, so what am I doing right? Now that I received that it says, you know, for easy access click here for the online service center and I do that and it says I guess I have to create an an account is this something new?
[AGENT][NEUTRAL] OK, sure. I can
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Because it says Welcome to the OSC. Create an account based on your role. If you are an agency, please reach out. OK, so OK, so that's, so I need to create an OSC account. So I'm considered an insured even though this is from an employee.
[AGENT][NEUTRAL] If you're um if you're trying to call about an invoice that's gonna be a group um may I have your name?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] I'm sorry, I didn't get that. It broke.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] Do you have the group number, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh yes, 10355.
[AGENT][NEUTRAL] OK, and a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK. Is it letting you register or is it giving you an error or?
[CUSTOMER][NEUTRAL] Well, I didn't try. I, I didn't try to register. I wasn't, I wasn't sure what was going on. So now I can come here so I can.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, yeah, just go ahead and try to register in, yeah, just choose, um, put in the information that has the asterisk, which is the group number and the email on record. Those are the only two information we're gonna need to register, OK?
[CUSTOMER][NEUTRAL] He hold on information, OK, because I entered this, I entered everything. Let me go back. OK. Oh no. Oh, no wonder.
[CUSTOMER][NEUTRAL] And I don't, so I don't need it for like say just the two, OK, there we go.
[CUSTOMER][NEUTRAL] Complete your account set up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then so I have to do an email address which is info and a password do a password.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thank you for babysitting me.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's OK. Here to help.
[CUSTOMER][NEUTRAL] Verified.
[CUSTOMER][NEUTRAL] Send oh because I need to send a verification code.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Well, that may take a few minutes because of the.
[CUSTOMER][NEUTRAL] I'm kind of out stick so it might take a minute to get that email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And everything seems to be going to jump these days. I don't know what's going on with my email.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, usually only just log in and pay the current invoice and print the new invoice and I'm good to go, but for some reason.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Opened a new deal.
[AGENT][NEUTRAL] Yeah, they, they started this um recently on the, uh, I believe we sent an email on [PII] and it started on [PII].
[CUSTOMER][NEUTRAL] Probably received the email and just thought, OK, well I'll deal with that whenever I come to it.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] And if you don't wanna hang on with me, that's fine. I can, I think I can get it if it's just the.
[AGENT][NEUTRAL] No,
[AGENT][NEUTRAL] It's whichever you feel more comfortable. I mean, you let me know if you got it from here or you let me know if you want me to wait and make sure you're in.
[CUSTOMER][POSITIVE] I appreciate that.
[CUSTOMER][NEUTRAL] Let's make sure I just got the verification code, so let me copy that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Delete the space.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Email address verified you can now continue. OK, so continue.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Terms, I agree, I agree, continue.
[CUSTOMER][POSITIVE] OK, I'm successfully created an account, so now I can go on and log in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh that's gonna send me the verification code.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I guess so is that gonna
[CUSTOMER][NEUTRAL] It's gonna send a verification code to you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, it is an extra security we have added, so yeah, it is gonna ask you for one every time you try to go in.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] seconds to come in.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm good. I mean, not now that I've got the account start, you know, done and I can get in, I think we're good.
[AGENT][NEUTRAL] OK, so just go to the dashboard. Once you're in the dashboard, you go to my group and you go to invoicing and you will see the information.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so my group and then invoicing.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, our dashboard and then invoicing. OK, alright, I think I can get that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Well, if you have any troubles or any other questions, just feel free to call us back, OK?
[CUSTOMER][POSITIVE] Thank you so much I appreciate your help.
[CUSTOMER][NEUTRAL] Certification code just now so well, so if you wanna hang on let me just do this real quick.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] I, let's just make sure I don't mess this up.
[CUSTOMER][NEUTRAL] Where are you?
[CUSTOMER][NEUTRAL] Verification code here we go.
[CUSTOMER][NEUTRAL] Is an extra week.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's on dashboard.
[CUSTOMER][NEUTRAL] And he said go to
[CUSTOMER][NEUTRAL] me.
[CUSTOMER][NEUTRAL] So my group.
[CUSTOMER][NEUTRAL] And then you said invoicing.
[CUSTOMER][NEUTRAL] And it'll let me pay online and everything still I'm assuming scheduled maintenance.
[AGENT][NEUTRAL] Yes, um, yes.
[AGENT][NEUTRAL] If you already have set up the um ACH draft, it should still be there. So you just go ahead and initiate a payment.
[CUSTOMER][NEUTRAL] scheduled maintenance, the ability to download your invoice is not available at this time. For assistance, please email.
[AGENT][NEUTRAL] You can ignore them.
[CUSTOMER][NEUTRAL] So I just click on this old one I assume and say pay.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Action required after reviewing, please submit the invoice, OK, that's what I wanna do is submit the invoice.
[CUSTOMER][NEUTRAL] ACH
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I know that.
[CUSTOMER][NEUTRAL] It's already there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Will it give me a confirmation?
[AGENT][NEUTRAL] It should go down to processing.
[AGENT][NEUTRAL] That's how you know it went through.
[CUSTOMER][NEUTRAL] I think I already clicked out of that, so it probably did.
[CUSTOMER][NEGATIVE] I probably quit.
[CUSTOMER][NEUTRAL] I think it did. So now then I need to go back and print the new invoice. So how do I go back? Let's go back to invoicing.
[CUSTOMER][NEUTRAL] Then I get the one for [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] Unable to find the invoice you're looking for. It's error persist contact customer service, that'd be you.
[AGENT][NEUTRAL] OK, so, and you say you're trying to look for the new one. let me see if it's still, if it's there or not. Um, bear with me, let me pull the invoice in here.
[CUSTOMER][POSITIVE] So I'm glad you're still on the phone.
[AGENT][NEUTRAL] Yeah, usually if it's not available here, it's not gonna be available there, but you're looking for July?
[CUSTOMER][NEUTRAL] But when I click on it it says.
[CUSTOMER][NEUTRAL] I want the invoice 6,391,940.
[CUSTOMER][NEUTRAL] Just tell me when I click on it, it tells me how that you give it to me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I just want to rent it though.
[CUSTOMER][NEUTRAL] How can I print that invoice says submit invoice. I don't want to submit it yet.
[CUSTOMER][NEUTRAL] printed.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, let me see if I have an option to print out.
[AGENT][NEUTRAL] Um, to my corn.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So did it let you open the invoice or no?
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And in the top right, you don't see a um print invoice.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] It's just action required after reviewing, please submit the invoice to complete the process. Well, I don't want to do that yet. Let me go back.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] invoice
[CUSTOMER][NEUTRAL] OK, please review and submit the invoice but when I.
[CUSTOMER][NEUTRAL] on it
[CUSTOMER][NEGATIVE] It doesn't give me the option to print it.
[AGENT][NEUTRAL] OK, let me check something here.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me see if I have anything here that will tell me how to print out an invoice.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That's the old one.
[AGENT][NEUTRAL] In that sense.
[CUSTOMER][NEUTRAL] How much?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Later.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me see if I can get that. I don't see a um I don't have a.
[AGENT][NEUTRAL] Document indicating how you print out an invoice so let me check with that group OK? one moment.
[CUSTOMER][POSITIVE] I'm glad I catch you on the phone.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. OK, so it looks like at this time they're not available to be printed out. Do you need me to send you the invoice to your email?
[CUSTOMER][POSITIVE] That would be great. That would be great.
[AGENT][NEUTRAL] OK, I can do that and I'm sending it to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK. All right. All right, so I'll go ahead and send this out. Let me go ahead and do it right now. Here it is.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] Let's see we just send it here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is um July's invoice.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 10355.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Alright, here we go.
[AGENT][POSITIVE] OK, make sure that's the right one.
[AGENT][NEUTRAL] Yeah, OK, all right, you wanna check and see if you got it?
[CUSTOMER][NEUTRAL] Uh yes, as I said earlier, I'm kind of in the 30, so it takes a little bit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Here we go, OK.
[CUSTOMER][POSITIVE] I don't get that it went to junk, so I don't see the attachments, but now I do. OK, so I do have this thank you so much. Got it.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Thank you so much and I'm assuming I will continue to get the uh the or the emails saying that it's time to pay and yada yada.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes. Yes. All that is, it didn't change. All that is still the same, OK?
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] You're welcome. You as well. Have a good week. Bye-bye. It's nice.