AccountId: 011433970860
ContactId: a9352171-fb46-46ba-afbf-85a874acee72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577659 ms
Total Talk Time (AGENT): 155884 ms
Total Talk Time (CUSTOMER): 259558 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a9352171-fb46-46ba-afbf-85a874acee72_20250603T18:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, um, I am having some trouble paying my bill, um, I made it further than I did yesterday.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm on the dashboard and I can see my.
[CUSTOMER][NEGATIVE] Amount due and I cannot pay it. I got, I did something and I got to a screen that had my ACH information and I tried to pay it and then I got a error message that came up on the right side.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you look and see if maybe I had.
[CUSTOMER][NEGATIVE] Because I did that another time and it's an error and so now I can't even get to that point so.
[CUSTOMER][NEUTRAL] You know your screen is changed and.
[CUSTOMER][NEUTRAL] I don't even know what I had done to get to it, but I'm on the page I think where I was where it has the invoice number, the amount, the amount, you know, like the build amount, the amount due, and then the date.
[CUSTOMER][NEGATIVE] Yesterday I couldn't even log in today at least I got to that point.
[AGENT][NEUTRAL] OK. And what is your name and the group number, please?
[CUSTOMER][NEUTRAL] The group number is 26608 and it's [PII].
[AGENT][NEUTRAL] OK, give me one moment, Miss [PII].
[AGENT][NEUTRAL] OK, and verify the group name, address, and email address, please.
[CUSTOMER][NEUTRAL] It's Gas Heat Incorporated.
[CUSTOMER][NEUTRAL] What do you want the email address?
[AGENT][NEUTRAL] Uh, email and mailing address, please.
[CUSTOMER][NEUTRAL] Is [PII], and the email is [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Was this for invoice number 6391196?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] let me see because it looks like it's.
[AGENT][NEUTRAL] Uh, sure, that was, uh, submitted.
[AGENT][NEUTRAL] And let me look on this.
[CUSTOMER][NEGATIVE] Oh it was submitted maybe I did it the first time I was looking for an an email maybe to just confirm that I had done it but I don't see an email and I really have no way to check to see like there's I don't see a way to print like a.
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Thing that shows that it's paid or?
[AGENT][NEUTRAL] Uh, like the coupon. Excuse me.
[AGENT][NEUTRAL] My voice trying to listen.
[CUSTOMER][NEUTRAL] Well, is the coupon looks like what I might would mail with the check?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Because I can print the coupon, but is, is, is that what I want to show that I paid it because it doesn't say anything about amount paid or.
[CUSTOMER][NEUTRAL] Any of that.
[AGENT][NEUTRAL] And then it just shows in my system it just showed it was submitted and then it showed the coupon, but um.
[AGENT][NEUTRAL] I guess, it would take a while to show in our actual system besides this site, but um.
[CUSTOMER][NEUTRAL] Does it send an email or something when it's um you know when it goes through or?
[CUSTOMER][NEUTRAL] Do you know
[AGENT][NEUTRAL] That would be nice. I'm not sure, um.
[CUSTOMER][NEUTRAL] This looks totally different than it did last month.
[AGENT][NEUTRAL] Oh, absolutely. Oh, it's completely different. Yes, ma'am.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um, I don't know. It didn't, didn't really say if it was submit an email, but let me double check for you. Hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, ma'am, I'm still waiting for a response, so just hoping that someone can verify.
[CUSTOMER][NEUTRAL] OK, well it's fine. I just, you see that it's submitted so I'm just gonna write on here that I paid it in the date and I'm gonna pretend like I'm gonna just watch and make sure that the bank shows it comes out eventually. I look now at the bank and it doesn't show that it's out but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean it could be just that you know there's a bit of a lag time right right uh and so maybe tomorrow you know it will be there but yesterday I couldn't log in and so today I just made like whatever like a new um log in is sort of what I did today but it had all my information in there so.
[AGENT][NEUTRAL] It may take a while.
[AGENT][NEUTRAL] Oh
[AGENT][MIXED] Yeah, it's slowly but surely gone through.
[CUSTOMER][NEUTRAL] I'm gonna assume.
[AGENT][NEUTRAL] They're trying to fix all the bugs, yeah.
[CUSTOMER][NEUTRAL] Yeah, it's hard to change.
[AGENT][NEUTRAL] Yes, I kinda missed the old way though.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's.
[AGENT][NEUTRAL] But
[CUSTOMER][MIXED] Well, it was at first that one was confusing too, but I got used to it and now.
[AGENT][NEUTRAL] Gotta get used to something. Yes, ma'am.
[CUSTOMER][NEUTRAL] To just get used to something else.
[CUSTOMER][POSITIVE] Right, right, right, well thank you so much.
[AGENT][NEUTRAL] Well, and this is the first time I've seen it to where it actually showed the invoice submitted because we've been having uh groups where it shows the invoice, they click on it, they verify the information and didn't give them.
[AGENT][NEUTRAL] It doesn't show that it was submitted, but this one does show it's submitted, so I'm assuming they're still working on it.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm well yesterday when I called she just said that they um when I couldn't log in because see I was logging in with a username and password and now it wants an email and a password so I figured maybe it doesn't know who I am because it doesn't know my email and the password go together so when so I just made a new like a new log in sort of is what I did and then um.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] You know, so now hopefully next month they'll go a little smoother.
[AGENT][POSITIVE] Hopefully, you know, any, any change that happens, it takes a while, so we just pray that it goes smoother, but I believe so. They
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] We're keeping law of all the people with errors and um the IT department are trying to get it fixed.
[CUSTOMER][NEUTRAL] Yeah, well,
[CUSTOMER][NEGATIVE] It probably gave me the error because I had already submitted it one time. I didn't know I had submitted it, but it apparently went through the one time and then the next time I tried to do it, it didn't want to take it the second time. That's what I'm thinking.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm just gonna go with it went through and I'll check and make sure it comes out of the bank and then.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] And if it doesn't, definitely give a call back, yes.
[CUSTOMER][NEUTRAL] Then we'll know.
[CUSTOMER][POSITIVE] OK all right thank you very much for your help.
[AGENT][POSITIVE] You're welcome and thank you so much for calling APM Ms. [PII]. Have a great day. Oh, [PII], I'm sorry.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][POSITIVE] Uh-huh, thank you, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.