AccountId: 011433970860
ContactId: 8db5d5a4-7aa5-4631-af2a-3f5527b4c848
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 835929 ms
Total Talk Time (AGENT): 192181 ms
Total Talk Time (CUSTOMER): 473459 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/8db5d5a4-7aa5-4631-af2a-3f5527b4c848_20250617T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh yes, we're trying to, we've been trying for several days to make a payment on the way on your website like on your portal like we usually do, but uh we haven't been able to log in with it, uh, keeps, uh, sending us verification codes that we input but we haven't been able to to access. Can you help me, uh, can you grant me access please to the to the portal?
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] The what? I'm sorry?
[AGENT][NEUTRAL] The group number
[CUSTOMER][NEUTRAL] OK, the group number.
[CUSTOMER][NEUTRAL] It's 203-37.
[AGENT][POSITIVE] Thank you. Let me get that pulled up.
[AGENT][NEUTRAL] Rock and dirt construction equipment rental.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Alright, can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what about the contact person we should have on file?
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Uh, yes, that we do have that one listed and um what is the email address we should have?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's me and we've always, yes, uh, [PII].
[CUSTOMER][NEUTRAL] I believe my coworker, she tried, yeah, she tried to change it. Do you have [PII]?
[AGENT][NEUTRAL] Um, we have a different one.
[AGENT][NEUTRAL] Yes, that's the one we have. And what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, but you haven't been able.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, thank you, [PII]. Let me take a look and see what's going on.
[CUSTOMER][NEUTRAL] She hasn't been able to log in. It used to be [PII] or [PII], but I asked her to change it because she's the she's the one from accounts payable, the person that makes the payment, but, uh, she hasn't been able to access the portal.
[AGENT][NEUTRAL] OK, so um it looks like um there hasn't been an account set up so we just recently um um had a new online service center so um you'll need to create a new online service center account.
[CUSTOMER][NEUTRAL] OK, how do we do that?
[AGENT][NEUTRAL] Go to the secured. [PII] and click on create the OSC account, I think is what it says.
[CUSTOMER][NEUTRAL] OK, I'm on, I'm on the secured uh [PII] account. I'm on the log in. Welcome to the online service. What do I click you said please?
[AGENT][NEUTRAL] Create OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it says agency, agent broker groups, click on group, right?
[AGENT][NEUTRAL] Group, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, the group number is 203.
[CUSTOMER][NEUTRAL] 37 number? Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Number [PII].
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] OK, email on record. Do you have my email? [PII] or [PII]?
[AGENT][NEUTRAL] No, it's the [PII].
[CUSTOMER][NEUTRAL] Yeah, that's because she changed it. Hold on a second, let me.
[CUSTOMER][NEUTRAL] Uh, OK, [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And then next, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, complete your account set up, continue.
[CUSTOMER][NEUTRAL] OK, AP and there and then, uh, set up a me I keep on adding password. What password do you wanna put? No, no, no, I.
[CUSTOMER][NEUTRAL] But it can be out on a website.
[CUSTOMER][NEUTRAL] OK, yeah, ma'am, yeah, bear with me a minute. I'm trying to ask her what password she wants to use. Hold on a second.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Uh-huh, it's OK. No I think that.
[CUSTOMER][NEUTRAL] Bear with me a minute.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Who knows.
[CUSTOMER][NEUTRAL] OK, where it says display name. I need to change the name that's there you see [PII]. She's no longer with the company.
[AGENT][NEUTRAL] Um, you don't have to put a display name.
[CUSTOMER][NEUTRAL] Do I put the new person's name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but it's not changing.
[CUSTOMER][NEGATIVE] I have to change it manually?
[AGENT][POSITIVE] No, you don't have to worry about that. That's, it's not a required field.
[CUSTOMER][NEUTRAL] Yeah, but it, it has the name of the other person that's no longer in here.
[AGENT][NEUTRAL] It's, it, it won't matter.
[CUSTOMER][NEUTRAL] OK, do I have to request uh send verification code?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it'll go to that [PII].
[CUSTOMER][NEUTRAL] Bear with me a minute.
[CUSTOMER][NEUTRAL] OK, verified code.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Continue. OK, go to dash. I have to, uh, now it's, it took me back to the dashboard. Do I click on log in or create your log in right?
[AGENT][NEUTRAL] You'll click on, you'll click on log in and use the email and the password that you just set up.
[CUSTOMER][NEUTRAL] No, it's asking me for another verification code.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] Yes. This will be the last time you have to do another verification code.
[CUSTOMER][NEUTRAL] OK, that make them.
[CUSTOMER][NEUTRAL] They're all on the way
[CUSTOMER][NEUTRAL] It's a new code, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] A totally new card.
[CUSTOMER][NEGATIVE] This email address is not correct. It's, it has an asterisk. It's [PII] and it has like an asterisk.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm, this is.
[CUSTOMER][NEUTRAL] Yes, but when trying to verify it, it's giving me a asterisk atro.net.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That is let me cancel this. Hold on a second. Let me cancel it. OK, let me go to log in.
[AGENT][NEUTRAL] You wouldn't have been able to use that email address if, if it wasn't correct.
[CUSTOMER][NEUTRAL] But why, why does it have a asterisk [PII]?
[AGENT][NEUTRAL] It would have been
[AGENT][NEUTRAL] It would, that would have been how you entered it.
[CUSTOMER][NEUTRAL] No, I entered [PII]. How can we verify that?
[AGENT][NEUTRAL] I'm, I'm looking at the email address on our end. It's [PII].
[AGENT][NEUTRAL] So the asterisk, I'm not sure where that came from.
[CUSTOMER][NEUTRAL] Ok, [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, I don't know where that came from either bear with me a minute let me see if it works.
[CUSTOMER][NEUTRAL] Seda.
[CUSTOMER][NEUTRAL] Oh my God, why is this so complicated?
[AGENT][NEUTRAL] It had to have been entered the it had to have been entered correctly or she wouldn't or the other person wouldn't have gotten the verification code the first time.
[CUSTOMER][NEUTRAL] Yeah, man.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, verify code.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] OK, I'm at the dashboard.
[AGENT][NEUTRAL] OK, you'll click on my groups.
[CUSTOMER][NEGATIVE] Next, I don't want to see this, OK.
[AGENT][NEUTRAL] And then you'll click on invoicing.
[CUSTOMER][NEUTRAL] Invoicing and that's where we make the payment, right?
[AGENT][NEUTRAL] Yes, you'll click on the invoice number and then reconcile your invoice and click submit and follow the prompts.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Invoicing, let me see where that is.
[CUSTOMER][NEUTRAL] I'm on my group and then recent activity.
[CUSTOMER][NEUTRAL] I don't see invoicing oh yes I see it invoicing.
[AGENT][NEUTRAL] What you
[CUSTOMER][NEUTRAL] And it says please review and submit the invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I guess I.
[CUSTOMER][NEUTRAL] Just uh click on the most recent invoice to make the payment, correct?
[AGENT][NEUTRAL] The only if there whatever uh open invoice you have.
[CUSTOMER][NEGATIVE] Unable to find the invoice you're looking for, if this error persists, please contact customer service.
[AGENT][NEUTRAL] Alright, let me take a look.
[CUSTOMER][NEUTRAL] Let me go back to the dashboard.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Go to group, my group.
[CUSTOMER][NEUTRAL] Rock and dirt.
[CUSTOMER][NEGATIVE] It didn't change the name of the contact person that does not work here anymore.
[AGENT][NEUTRAL] You see?
[CUSTOMER][NEUTRAL] Yep, she's no longer here.
[AGENT][NEUTRAL] OK. Um, we'll need something in writing to take that name off.
[CUSTOMER][NEUTRAL] We have to send something in writing.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] To where to where?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Care team hold up care team.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so that's [PII]. OK, now the issue is with the invoice that we cannot uh access please review and submit the invoice when I click on the invoice to make the payment, I get the prompt that says that uh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Action required, let me see. OK, now it did. Now I I have it here. Where do I make the payment?
[AGENT][NEUTRAL] Uh, you'll need to reconcile the invoice and then click submit invoice.
[CUSTOMER][NEUTRAL] OK, I'm looking at the invoice, uh, action require after reviewing, please submit the invoice to process. Is that what what it's needs to be done?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Send me the invoice.
[CUSTOMER][NEUTRAL] ACH you pay this with ACH but that Roxana ACH.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Payment 6:17 that link from us and oh it's here yeah it's there already routing.
[CUSTOMER][NEUTRAL] Submit
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK invoice submitted.
[CUSTOMER][NEUTRAL] Now I should get a uh receipt right by email?
[AGENT][NEUTRAL] Yes, you should get a confirmation email.
[CUSTOMER][NEUTRAL] Yeah, because I don't see any confirmations in here.
[AGENT][NEUTRAL] Yeah, that part is not um available at the moment.
[CUSTOMER][NEUTRAL] Print coupon.
[CUSTOMER][NEUTRAL] No? OK, alrighty, but at least we know that uh it was sent the payment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, amount built amount due, mm.
[CUSTOMER][NEUTRAL] Uh, to ensure.
[CUSTOMER][POSITIVE] OK, got it. All righty, ma'am. Thank you so much for your help. Have a nice day.
[AGENT][POSITIVE] No problem. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No ma'am thank you bye bye.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye.