AccountId: 011433970860
ContactId: 9da4750b-bfda-4c36-8d47-6705d89d1aa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 982289 ms
Total Talk Time (AGENT): 278986 ms
Total Talk Time (CUSTOMER): 209787 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9da4750b-bfda-4c36-8d47-6705d89d1aa9_20250624T16:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is in grouping. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Cedar Wood houses, uh, HOA.
[CUSTOMER][NEUTRAL] And the group number is 17501.
[AGENT][NEUTRAL] OK, [PII], um, what's a good call back number for you just in case we get disconnected please?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][POSITIVE] All right, thank you so much. Hold on just one moment. Let's see.
[AGENT][NEUTRAL] OK, [PII]. Can you verify the address that we have on file, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, our address is um [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you so much and can you verify the email address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] It's uh yes, [PII].
[AGENT][POSITIVE] Thank you so much. OK, [PII]. And um
[AGENT][NEUTRAL] What what can I do for you today?
[CUSTOMER][NEUTRAL] I tried to log in and and check the yes I tried to log into uh access to the invoices.
[AGENT][POSITIVE] OK. I can help you with that.
[CUSTOMER][NEGATIVE] And um they they have some problem with the system and then they say it's not available when I log in.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] To download the voice.
[AGENT][NEUTRAL] Right. OK. So, let me see.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Hm. It looks like you've registered online.
[AGENT][NEUTRAL] For the new OSC.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Let's see what's going on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You should be able to log in when you.
[CUSTOMER][NEUTRAL] I log in, but when I try to get the invoices, um.
[CUSTOMER][NEUTRAL] And they said um ability to download your invoices on ability at this time.
[AGENT][NEUTRAL] OK, you're trying to print.
[AGENT][POSITIVE] Right, right, it is not. I do apologize. You are absolutely right. So, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're saying that you were trying to.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Download a copy of the invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes, I wanna do this month June invoice.
[AGENT][POSITIVE] OK, the invoice, uh, only invoice I see that is outstanding right now is the July in.
[CUSTOMER][NEUTRAL] We have any opening invoice it's in July and what is the due date for July?
[AGENT][NEUTRAL] OK, um, let me double check, make sure, yes, that is the only invoice that is um.
[AGENT][NEUTRAL] Open is your July invoice um.
[CUSTOMER][NEUTRAL] July, what is it today? July what?
[AGENT][NEUTRAL] Hold on just a moment and we'll get that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] is what it's got, but you have a 30 day grace period.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes, ma'am. You have a 30 day grace period. Now, I can send you a copy of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, also.
[AGENT][NEUTRAL] If you need a copy of it, I can send you a copy of it, um.
[CUSTOMER][NEUTRAL] Yes please and I know it's um.
[CUSTOMER][NEUTRAL] I register like a ACH payment but uh for your system uh I have to log in even a ACH payment right? and uh and submit the payment OK OK no go directly right away, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, that's all you do is just, just.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry. I, I, I didn't get that last part.
[CUSTOMER][NEUTRAL] OK, guess what I say this for uh I registered already for ACH payment on your system, but I think so for your system I have to log in every time to submit the payment is right or.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, yes ma'am. You still have to do that. Just um you when you go online it you'll see a thing and open invoices and then say please review and submit your invoice so what you'll do is.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] You'll still click on the invoice number and it'll pull up everybody that's on there just to make sure that there's no changes that needs to be made, say if someone come off your invoice you would be able to take them off the invoice before you make your payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, um.
[AGENT][NEUTRAL] That and
[CUSTOMER][NEUTRAL] And for the June what day was to make the payment ACH?
[AGENT][NEUTRAL] You submit it looks like it was submitted on um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] is what you, it looks like it was submitted on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So for the for July I had to do log in on [PII], well, um, before [PII], right? Before [PII] to submit the payment.
[AGENT][POSITIVE] Uh, yes, ma'am, you can.
[CUSTOMER][POSITIVE] OK perfect. OK, I have to put in my head.
[AGENT][NEUTRAL] But you still got it, I mean, like I said, you still got a 30-day grace period. So if you don't make it on the [PII], we're not gonna cancel the policy.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] If you can send me the July invoice.
[AGENT][NEUTRAL] I can do that.
[CUSTOMER][NEUTRAL] Yeah, email.
[AGENT][NEUTRAL] Now you still when you do make that ACH payment I mean that um pay it online, you still will be able to um print um you'll still get a confirmation letting you know that you paid it so if that if that helps you any.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, let's see.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There we go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. You should be getting that any moment now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's gonna be coming from the care team.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You send it already?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm I never received it yet let me see.
[CUSTOMER][NEUTRAL] APL right.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] The subject line is gonna be APL group.
[AGENT][NEUTRAL] 17501.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You send it to CTHOA, right?
[AGENT][NEUTRAL] Uh uh [PII].
[CUSTOMER][NEUTRAL] Mhm. OK, so let me check. I got checking this is um.
[CUSTOMER][NEUTRAL] No, I don't have it yet, um.
[AGENT][NEUTRAL] You might wanna check your spam or your junk.
[CUSTOMER][NEUTRAL] Mm no
[CUSTOMER][NEUTRAL] That's because I I had another emails coming in.
[CUSTOMER][NEUTRAL] But I not see for ABL. Let me see again. Let me just put APL to see what it show up.
[AGENT][NEUTRAL] OK, it's gonna say um it's gonna be from care team.
[CUSTOMER][NEUTRAL] Oh no APL.
[AGENT][NEUTRAL] No, not APU.
[AGENT][NEUTRAL] It's gonna say care team.
[CUSTOMER][NEUTRAL] So it's coming from?
[AGENT][NEUTRAL] Care chain
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Definitely if you can can you try to send it again because that's where I will I will reset my computer to see.
[CUSTOMER][NEUTRAL] And um when I reset the computer we try again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In the email and then we if I not receive I contact you back OK?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK. So let me double check everything.
[AGENT][NEGATIVE] OK, I just resent it.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And the email address that it's coming from is [PII].
[CUSTOMER][NEUTRAL] Checking the junk email again to see.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, I see them.
[CUSTOMER][NEUTRAL] I got it now.
[AGENT][NEUTRAL] To get it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Oh. You're so welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all that's all, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.