AccountId: 011433970860
ContactId: 9690f03e-ef1f-4f18-ac76-ed578d0fa620
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1178109 ms
Total Talk Time (AGENT): 334406 ms
Total Talk Time (CUSTOMER): 445265 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/9690f03e-ef1f-4f18-ac76-ed578d0fa620_20250213T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is, uh, this is [PII]. I'm the CFO for Palmetto Propane Fuels and I.
[CUSTOMER][NEUTRAL] Um, I need, I got an email here from [PII]. Um, we are not, uh, I need to get in and, uh, I, I am listed as the group contact and I cannot get logged in so that we can get our invoices.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, so I need to, uh, I guess I tried to reset my password but it doesn't even look like it's recognizing my user name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was there anyone who can help me with
[AGENT][POSITIVE] All right, yeah. Uh, I would be happy to help you with that. And, um, I'm sorry, can I get your first name one more time?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's it's uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have our mask I have our group number if you need that.
[AGENT][NEUTRAL] Yeah, give me one second, let me get to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, what's that group number?
[CUSTOMER][NEUTRAL] It's 14088.
[AGENT][NEUTRAL] All right. And could you confirm the um address that we have on file for your group, please?
[CUSTOMER][NEUTRAL] Yes, it's uh.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you for confirming that, [PII]. So let's see, let me pull your group up and I'll see if I can get you an account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Might have to get you a new account um if I do it on my end, but I'll see what we can do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and can you confirm the username that you're using and the uh email as well?
[CUSTOMER][NEUTRAL] Um, it should be [PII] [PII]. That's where I'm getting the notifications and then when I get the notification that I have an invoice available, that's where I'm going to the portal and I can't get logged in, um.
[AGENT][NEUTRAL] OK, and what's the user name that you're using?
[CUSTOMER][NEUTRAL] OK, hold on for a second. The one that I'm using is.
[CUSTOMER][NEUTRAL] American [PII] American funds.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] It's, I think it's [PII], [PII] O S T I C H.
[AGENT][NEUTRAL] Oh, that's not the username that it's showing, so that might be where it's getting hung up. Is there another username that you think it might be?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Let's see, let me go, let me go try to get into the portal because it it prepopulates it.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here's my invoice notice I received on the [PII], OK, for easy access to your online service center account click here.
[CUSTOMER][NEUTRAL] OK user name.
[AGENT][NEUTRAL] And on that let me let me know what it says on the login page if you're seeing like a user name or it's asking for an email.
[CUSTOMER][NEUTRAL] Uh, there's a
[CUSTOMER][NEUTRAL] So a couple of them when I go into that box, a couple of them are popping up, uh, one is [PII], which is my personal email. The other is [PII], which is another personal one.
[CUSTOMER][NEUTRAL] Uh, and then and postage, um.
[CUSTOMER][NEUTRAL] It it might be impost at [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, no, it's not OK. So what you're seeing auto pop populate, it's probably like saves in your browser and not like anything to do with our website, but it's not any of those emails. It's the email that you gave us that's like your work email, so [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, that's my work email.
[AGENT][NEUTRAL] Yeah, that's the email that's registered to this account to our to to the online service center.
[CUSTOMER][NEUTRAL] So [PII]
[CUSTOMER][NEUTRAL] [PII] let me.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So when I tried that last time,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I tried to do a forget password using that.
[CUSTOMER][NEUTRAL] Let me see, OK, [PII].
[CUSTOMER][NEUTRAL] So I'm gonna try my forgot or reset password.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh let's see.
[CUSTOMER][NEUTRAL] Reset your password so it says enter user name.
[CUSTOMER][NEUTRAL] OK, let me plug that in.
[AGENT][NEUTRAL] And the username that we have is it looks like [PII] Does that sound familiar?
[CUSTOMER][NEUTRAL] I'm sorry, I couldn't hear you. What was that again?
[AGENT][NEUTRAL] The username that we have, it looks like [PII] Does that sound familiar?
[CUSTOMER][NEUTRAL] Oh, that, yeah, that's [PII]. She's no longer with us, [PII].
[AGENT][NEUTRAL] No, no, we have your email, but for the username that's what we have is [PII]
[AGENT][NEUTRAL] Just [PII] no email or anything.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] It's all lowercase.
[CUSTOMER][NEUTRAL] Uh, I'm gonna have to get that changed once I get she, she, she did our HR a while back. She's been gone for about 2 or 3 years.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The provided user name doesn't exist. [PII]
[AGENT][NEUTRAL] It, no, [PII]
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, I, sorry.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mayor goes
[CUSTOMER][NEUTRAL] Alright, um, choose the delivery for your verification code. OK, I want this to come to me.
[CUSTOMER][NEUTRAL] It might be a Palmera propane.
[AGENT][NEUTRAL] So if you click email, it'll go to that email address.
[CUSTOMER][NEUTRAL] OK, so from there I should be able as as the as the uh the contact on file I should be able to update this from there, right?
[AGENT][POSITIVE] Yeah, you should be able to, and I'd also be happy to stay on the line if you'd like just to make sure that we get everything squared away so you don't have to call again.
[CUSTOMER][NEUTRAL] OK, here it comes, let's see.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Of that case asking me to create a new password so uh I'll create a password and then I can always go back and get rid of her with and set myself up as a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me, let me write this down.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Where are you guys located?
[AGENT][NEUTRAL] Um, uh, our, uh, we have a few offices. Uh, we have a couple office in [PII] and office in, uh, [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, I think I got that.
[CUSTOMER][NEGATIVE] Jeez
[CUSTOMER][NEUTRAL] Oh, I know I need the number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And it also looks like you guys uh still need to set up like your bank information um because you'll need to put that in if you wanna pay them, pay your invoices online.
[CUSTOMER][NEUTRAL] We do, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My AP manager's kind of been yelling at me. She's like, I'm, you know, because we used to be getting them in by email, and I think that, uh, [PII] sent her a note saying we're not, we don't send those by email anymore, um, and so she, um, my AP manager came to me and said, can you please get me into this account so I can pay the bills.
[CUSTOMER][NEUTRAL] I'm like, OK.
[CUSTOMER][NEGATIVE] Hi, I'm having a hard time with this.
[CUSTOMER][NEUTRAL] Pay one OK.
[CUSTOMER][NEUTRAL] Uh, see.
[AGENT][POSITIVE] And while we're um waiting on you to get logged in, there is actually a um guide that I'm gonna send you that will be really helpful, um.
[AGENT][NEUTRAL] Just getting
[AGENT][NEUTRAL] Start navigating those service center and stuff once you get logged in.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[CUSTOMER][NEGATIVE] Oh jeez.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Let me see something that sent me in it.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] OK, it says important billing notice update ACH details.
[CUSTOMER][NEUTRAL] [PII], you can stay
[AGENT][NEUTRAL] All right, sending one I'm sending you two attachments. So one is the user guide and the other is our group payment flyer that just has our ACH information and stuff on it, um, in case you need it, and I just sent that, so you should.
[CUSTOMER][NEUTRAL] I'm in.
[CUSTOMER][NEUTRAL] So how are you paying this [PII]? Hold on for a second. Are you paying this by check or how you doing?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she's gonna send she's gonna send over ACH information so we can do this directly out of her bank account, OK.
[AGENT][NEUTRAL] And you should see that in your email in a second now because I just sent it through.
[CUSTOMER][NEUTRAL] We are sending them a check because I didn't have a way of paying them online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's see, so open invoices. I'm seeing 3 open invoices here.
[CUSTOMER][POSITIVE] Date received OK.
[CUSTOMER][NEUTRAL] Looks like one for $198 and then two other ones for $34. Does that sound right? Yeah, because they usually just send me one for the whole amount so it's like $232.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They have PDFs here so I'll print these out so you can I needed it so I can make sure I could go forward.
[CUSTOMER][NEUTRAL] OK, um, this, this was [PII], this was under [PII]'s name.
[CUSTOMER][NEUTRAL] Because [PII] was the username.
[CUSTOMER][NEUTRAL] I've never thought about that either.
[CUSTOMER][NEUTRAL] OK, I just got an email.
[AGENT][NEUTRAL] And were you, did you say you were able to view all three of your invoices?
[CUSTOMER][NEUTRAL] Yeah, we got the invoices.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][POSITIVE] Um, we pay those already, but going forward we'll set this, we'll get this ACH set up.
[AGENT][NEUTRAL] OK, and just um.
[CUSTOMER][NEUTRAL] If I guide to the story.
[AGENT][NEUTRAL] Uh, I didn't know if you wanted to show, um, your, uh, AP, uh, person or if you, uh, I was gonna let you know when you click on one of the invoices you'll, you should see like a billing details pop up and like um a blue strip and that's how you can actually edit your invoices um before you pay them if you need to like if you have any additions or terminations or anything like that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, let's see here, so let me click on this bill date of [PII].
[AGENT][NEUTRAL] Yeah, the [PII].
[CUSTOMER][NEUTRAL] Click on the PDF, the PDF attachment invoice.
[AGENT][NEUTRAL] No, just click on like what amount billed like click the invoice, yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh, I got you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you should see billing details.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And billing details that came up blank.
[AGENT][NEUTRAL] It it's, it usually takes a second to load.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Do you see it now? Like did it pop up like all the employee names and stuff?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's not popping up.
[CUSTOMER][NEUTRAL] I could see it's highlighted blue.
[CUSTOMER][NEUTRAL] Invoice 21 OK there it pops up.
[AGENT][NEUTRAL] And then at the bottom you should see where yeah OK.
[CUSTOMER][NEGATIVE] It's kind of tricky.
[AGENT][NEUTRAL] Yeah, so here is where um if you see in that blue strip you can like add if you need to add someone like if you have a new hire or um you have any terminations or anything like that you can like click if you double click where it says amount due you could put like a 0 and in the comments put that they were terminated or what date the termination was and save your changes and that'll like it'll change your invoice amount and then before you submit it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, I'll show her this.
[CUSTOMER][NEUTRAL] That way we could get the invoice corrected.
[AGENT][NEUTRAL] And then
[AGENT][POSITIVE] Yeah, and it explains all of that in that guide that I sent you as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And since you're logged in, you should at the top see something that says manage users and you should be able to create accounts for other people if you need to.
[CUSTOMER][NEUTRAL] Yeah I do that's under my account yeah I see that OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, I'll uh I'll show her I'll get this all set up and show her how to use this and then uh.
[CUSTOMER][NEUTRAL] Um, so I could set up a I wanna set her up as a user.
[AGENT][NEUTRAL] Yeah, so if you go to that manage users you should be able to do that, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then what she.
[AGENT][NEUTRAL] If you want I can make sure.
[CUSTOMER][NEUTRAL] Would she also get the notification that the invoice is available?
[AGENT][NEUTRAL] Uh, no, for not for invoices, uh, we can only send it to one email, but right now it looks like you guys are signed up for paper invoices. So did you wanna switch to email or do you wanna keep getting paper invoices?
[CUSTOMER][NEUTRAL] Well, we're not getting we're not getting the paper invoices that's why she came to me, um.
[CUSTOMER][NEUTRAL] These notifications are sent via email.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Do you, do you know [PII]?
[AGENT][NEUTRAL] Yeah, she works in the billing department, yeah, with me, yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so she sent this uh to our accounts payable email and um it said we received your email requesting a copy of your group's invoice. Please see the attached invoice.
[CUSTOMER][NEUTRAL] We are currently unable to send invoices monthly via email, however, you, we do send monthly invoice notifications um that you can do it on the online service center so.
[AGENT][NEUTRAL] Yeah, yeah, you'll get the on the the the um notifications, uh, still, so like what whatever other emails are registered, they'll get a notification as well.
[CUSTOMER][NEUTRAL] That's why I wanna
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That the invoice is available online, yeah.
[CUSTOMER][POSITIVE] OK, and then she could once I get her set up as a user, she could just go in and do this and get it paid, uh, and so we'll set the ACH up and get this moving forward. She'll be very happy.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm happy we can get that taken care of for you, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, what was your name, [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you have my email. Yeah, if you have any questions, you can always uh contact me by email as well.
[CUSTOMER][POSITIVE] No, we're all good. I
[CUSTOMER][POSITIVE] OK, excellent well have a great day I appreciate your help.
[AGENT][POSITIVE] You too. Have a great rest of your day. It was a pleasure. Thank you. Bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.