AccountId: 011433970860
ContactId: 8c4d467a-5ac6-4b56-841e-1d4c4be99e8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 612380 ms
Total Talk Time (AGENT): 254890 ms
Total Talk Time (CUSTOMER): 254186 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/8c4d467a-5ac6-4b56-841e-1d4c4be99e8f_20250619T20:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at State Farm. How are you today?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you today?
[CUSTOMER][NEUTRAL] Good, I talked to you before, um.
[CUSTOMER][NEUTRAL] I've got the billing and I'm in the website to pay it when I click on invoicing it says due to scheduled maintenance the ability to download your invoice is unavailable at this time. For assistance, please email our billing team at [PII]. Is this gonna be down for, do you know how long this will be down?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII], um, so you're just trying to find out about how long it's gonna be before the invoicing issue is corrected.
[CUSTOMER][NEUTRAL] Well I've got the bill I need to yeah I need to pay it and we do everything through ACH online and I'm not able to do that right now because it's telling me that they're scheduled maintenance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let me pull the group's information up first, and I can try and see if I can get a little more clarification first, but as you know, I will have to verify some things with you first for security. So first off, [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Sure. OK.
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] Thank you. And the group number?
[CUSTOMER][NEUTRAL] Group number is 261-87.
[AGENT][NEUTRAL] OK thank you one moment please while I get that pulled up.
[AGENT][NEUTRAL] OK, and if you could please verify the address for the group and then your email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][POSITIVE] OK, thank you so much. All right, so let me, let me see if I can.
[AGENT][NEUTRAL] Uh let me see if I can get a little better, a better answer for you on that. Um, with the new online service center, I do know that I need that they are.
[AGENT][NEUTRAL] Working on, you know, some of the issues. IT is diligently working on it. Let me see if someone has an update on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can't, it's not allowing you to um pay by ACH is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] We just did all this like 2 weeks ago for.
[CUSTOMER][NEUTRAL] The May and I've got the June I need to pay it so I'm kind of like wow OK.
[AGENT][NEUTRAL] OK, so now you did, let me see, OK, so you called in on [PII]. OK, now have you in the last couple of weeks set up.
[AGENT][NEUTRAL] A new profile in the portal.
[AGENT][NEUTRAL] Are you in the new online service center?
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] I said I did a password. I mean, I changed my password. It had me do that.
[AGENT][NEUTRAL] OK, so I'm not.
[CUSTOMER][NEUTRAL] Do I have to do something else?
[AGENT][NEUTRAL] Yeah, I think you're gonna have to cause I'm not sure if.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Because when I went to let me see where did I go? I went to.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] So you probably, I mean, you, it looks like you called in on [PII] and spoke to someone else, um, and they helped you.
[AGENT][NEUTRAL] With getting set up on the OSC, so you should be on the new portal.
[CUSTOMER][POSITIVE] Correct and when I went to profile on here I mean it has my saved payment method it has everything in here, so.
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] But when I go to my group and I click on invoicing, I get that message about the scheduled maintenance, and I know we owe for June.
[CUSTOMER][NEGATIVE] In fact it says open invoices, no open invoices submitted, no submitted paid invoices and it shows everything I've paid this year, but.
[CUSTOMER][NEUTRAL] Um, is there like a certain day of the month that it waits until it posts?
[AGENT][NEUTRAL] OK, well, let me see if the group.
[AGENT][NEUTRAL] Yeah, so it.
[CUSTOMER][NEUTRAL] Because today's the [PII] and usually I pay these closer to the end of the month but because.
[CUSTOMER][NEUTRAL] You know we're a little bit behind due to y'all's updates. I went, well, let me see if I can go in and do it now.
[AGENT][NEUTRAL] OK, so it looks like that, hmm.
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] The bill date, the bill for June has already been paid.
[CUSTOMER][NEUTRAL] Well, no, that was actually for me.
[AGENT][NEUTRAL] OK, uh let's see, I don't show any open invoices.
[AGENT][NEUTRAL] I show invoice the most recent invoice for you all, [PII] was invoice 6391063.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, well, on the system it shows invoice 6391084 it was paid on [PII], but it was actually for May.
[AGENT][NEUTRAL] Let me pull that up to.
[CUSTOMER][NEUTRAL] And 1063 is for June.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] See what I can see here.
[CUSTOMER][NEGATIVE] It's really odd because this company sends their bills. It's like as soon as I pay it, I get the bill for the next month, but yet I can't see it online until like the [PII] of the month. So I'm wondering is there a certain day of the month they put this on the system where you can see it?
[AGENT][NEUTRAL] Cause it's
[AGENT][NEUTRAL] No, it's usually the bill date is usually the [PII], it looks like according to the, the system, what I can see.
[AGENT][NEUTRAL] And then we would be, you know, due by the [PII].
[AGENT][NEUTRAL] Because this, OK, so invoice number 6391063.
[AGENT][NEUTRAL] The prem that was for premium period June.
[CUSTOMER][NEUTRAL] Mhm yeah I have that one in my.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Premium due date, [PII].
[CUSTOMER][NEUTRAL] Yeah, which is the one I'm trying to pay, but it's not on your, it's not on the showing.
[AGENT][NEUTRAL] And that one
[AGENT][NEGATIVE] But it shows paid.
[AGENT][NEUTRAL] Right, it shows it's paid though. It shows that it was paid 69.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] No, but 69 was 639-1084. Let me click on it.
[CUSTOMER][NEUTRAL] That's the one was for May, but because you guys were doing your system switch over.
[CUSTOMER][NEUTRAL] Um, oh, I know. Hang on, hang on, hang on.
[AGENT][NEUTRAL] I'm looking. OK, so that was the 63 0 no.
[CUSTOMER][NEUTRAL] Wait a minute, I'm
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Yeah, that's [PII]'s, that's [PII]'s. I'm, I'm hang on, let me see here.
[AGENT][NEUTRAL] OK, I was gonna say I don't see that invoice number on this group.
[CUSTOMER][NEUTRAL] OK, let me look here, hang on, here's [PII]'s invoice let me see.
[AGENT][NEUTRAL] Number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let's see invoicing.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, 639-1084498, yes, that was paid on [PII], that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That 63, that's invoice.
[CUSTOMER][NEUTRAL] I just forgot to throw away the invoice.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] That's, I mean, that's, that's, that's, but you are up to date. You have done everything you need to do under your information.
[CUSTOMER][POSITIVE] OK, good to know. All right. I, I'm up to date.
[AGENT][NEUTRAL] For the moment,
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Ah, that's OK.
[CUSTOMER][NEUTRAL] What happens when you man I take care of mine and his. That's my husband. He, he has his agency as well, so I just forgot to um.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Ah, OK.
[CUSTOMER][NEGATIVE] Throw it away when I finished I'm like wait a minute and I'm looking at mine with his invoice it's like no no that's not right.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] That's OK. That's all right. Anytime something comes up, [PII], just call us and we'll be more than happy to help you or we'll walk through it until we can come up with a solution or figure, solve the mystery. You're welcome. Oh, you're welcome. All right. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me tell you.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] Oh my gosh. So let me ask you this, and on his, oh I, uh, that might not be right because I'm looking here, here's the May invoice.
[CUSTOMER][NEUTRAL] 638-8504 0 yeah that's on 428 OK.
[AGENT][NEUTRAL] Now
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I paid that I see it on here.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks, [PII], I appreciate it.
[AGENT][POSITIVE] Well, oh, you're very welcome. And it was nice speaking to you again, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] I think we're good thank you.
[AGENT][POSITIVE] OK, well, you're welcome and I hope you have a wonderful rest of your day and, and it was again, nice speaking to you and thank you for calling APO.
[CUSTOMER][NEUTRAL] Same here, uh huh bye now.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.