AccountId: 011433970860
ContactId: a9b938b3-9a34-44e7-83d7-f2700641a6bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 515640 ms
Total Talk Time (AGENT): 165539 ms
Total Talk Time (CUSTOMER): 320480 ms
Interruptions: 9
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a9b938b3-9a34-44e7-83d7-f2700641a6bd_20250603T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, good afternoon. I just, I was trying to get our May invoice through the website, but I am not able to uh to to sign in, so I don't know if you can help me.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. Can you give me your group number, please?
[CUSTOMER][NEUTRAL] Uh, yes, hold on, let me give you the, uh, uh, uh, it's 26611.
[AGENT][POSITIVE] Yes, ma'am. Take your time.
[AGENT][NEUTRAL] 2664. OK. And the name of the group?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The name is the Miami Learning Experience school.
[AGENT][NEUTRAL] Yes, ma'am. Tell me your name please
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thank you. And if you would please verify the address and the email address of the group, please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, the address is [PII] and the email is [PII].
[AGENT][POSITIVE] OK, thank you very much, Ms. [PII]. And one more thing, let me get your callback number please in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you so much for verifying all your information. OK, so what, what's happened is we, we have updated our system. So when you sign into the online service center, you're gonna create a new account. So you're gonna choose create new user. Have you tried doing that? Yeah, yeah, so that's what it is, and this would be the only time you have to redo that since we've done the update.
[CUSTOMER][NEUTRAL] Oh, so that's what is happening, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Oh, OK, so then I have to create a new, a new, uh, OK, so which one, OK, so I am here, so it says sign up. So are we, um, are we insured but maybe that's the, that's what we have to, I have to choose. It says agency group.
[AGENT][NEUTRAL] You want me to say.
[AGENT][NEUTRAL] You're gonna be, you're gonna be at the group level.
[CUSTOMER][NEUTRAL] So it's insured?
[AGENT][POSITIVE] No, ma'am. You're, it's gonna be groups. Since you're a group administrator and you're trying to sign in for your group, it's gonna be good. Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] Or group or.
[CUSTOMER][NEUTRAL] Ah, OK, so it's group, OK.
[CUSTOMER][NEUTRAL] OK, OK, next. OK, so then, OK, so the group number is that the number that I gave you um 26611? OK, 26611 and then zip code [PII].
[AGENT][NEUTRAL] It is 266. Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] OK, I am doing OK. I, I, I wasn't sure what I I do it every month, and I didn't know why I wasn't able this time, OK.
[AGENT][POSITIVE] No, you're good. Yes, ma'am.
[CUSTOMER][NEUTRAL] The [PII] and then [PII].
[CUSTOMER][NEUTRAL] [PII] next.
[CUSTOMER][NEUTRAL] OK, so then continue, OK.
[CUSTOMER][NEUTRAL] Um, OK, so now it's going to be with my email that I have to log in?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]. OK, I am doing it with you because I just want to make sure that everything is correct.
[AGENT][POSITIVE] Sure. Absolutely, you can. Not a problem.
[CUSTOMER][NEUTRAL] OK, OK, continue.
[CUSTOMER][NEUTRAL] Claim not verified. They figured what? Oh, it says, oh, OK, so I have to send a verification code. Oh, OK, OK.
[AGENT][NEUTRAL] Check your email for a verification code. If you don't see it in your inbox, check your spam or junk folder, OK?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I'm waiting to receive that.
[AGENT][POSITIVE] Yeah, sure, take your time.
[CUSTOMER][NEUTRAL] Um, until, uh, we, I have to pay until July. That's the last, uh, um, payment that I have to receive that I have to send.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] 524.
[AGENT][NEUTRAL] Yes, ma'am. Your group is in renewal for August.
[CUSTOMER][NEUTRAL] 52453.
[AGENT][NEUTRAL] Um, so right now,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2661. Yes, ma'am, it's your main invoice that you.
[CUSTOMER][NEUTRAL] This you continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Say OK, continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Oh, OK, so I guess I um let me see log in.
[CUSTOMER][NEUTRAL] I'm trying to log in. OK. Oh, verification and another verification, OK.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] What does it say?
[CUSTOMER][NEUTRAL] Um, I am trying to log in and it's asking me for another verification code.
[CUSTOMER][NEUTRAL] So I am just wait hold on.
[AGENT][NEUTRAL] Have you already put in the verification code?
[CUSTOMER][NEUTRAL] Yeah, I put the, I mean [PII] and it's asking me for another verification code so.
[CUSTOMER][NEGATIVE] Uh, mm, and I don't know why I'm trying to get another one.
[AGENT][NEUTRAL] Yeah. Well, did you already enter the one that was sent to you, ma'am?
[CUSTOMER][NEUTRAL] Um, well, uh, it took me to the, to the log in again, so then, um, I put my email and then it says that I have to verify my email again, so [PII], so verify go, continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Access for and manage invoicing, OK, so then should I, uh.
[CUSTOMER][NEUTRAL] Mhm, OK, I am in the dashboard and it says my group and then am I going to see my invoices there?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me open up the instructions. I'm gonna walk you through it. OK. Give me one moment. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Invoice, OK, so I am, I am right there so it says invoice should I go to invoicing now?
[AGENT][NEUTRAL] Yes, ma'am. And you're gonna click on the one that's open. Do you see the one that's open for May?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, OK, yeah, do I have to today?
[AGENT][NEUTRAL] 639-1198.
[CUSTOMER][NEUTRAL] Is the is it the one that it says 639-1198 that's the new one correct?
[AGENT][NEUTRAL] Yes, ma'am. I did. Yes, ma'am, I did.
[CUSTOMER][NEUTRAL] Uh, OK, do I have to enter the bank information again or, or?
[AGENT][NEUTRAL] Yeah ma'am, we still have that. Let me get back to your thinking. give me one moment.
[CUSTOMER][NEGATIVE] Unable to find the invoice.
[CUSTOMER][NEUTRAL] OK, so, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We still have your bank information, so you know, you don't have to re-enter that, you can schedule your payment.
[CUSTOMER][NEUTRAL] OK, so I'm going to invoicing and then please review and submit the invoice. So should I, OK, so that one.
[CUSTOMER][NEUTRAL] I click on the invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then I have to submit the invoice?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am. Let's see.
[CUSTOMER][NEUTRAL] Ok, I'm not sure it's OK.
[AGENT][NEUTRAL] You will submit it and it should go into submitted status and you'll receive a confirmation email that it was submitted.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, after you, please submit the invoice, so I just submit right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] didn't make any changes, you'll just give me with it.
[CUSTOMER][NEUTRAL] ACH.
[CUSTOMER][NEUTRAL] No, I didn't, I didn't make any changes for net.
[AGENT][NEUTRAL] That was easy, wasn't it?
[CUSTOMER][NEUTRAL] OK, OK, I did have my bank information. Perfect. So then I just, OK, I just submitted. OK, so now it was that was a mistake that I have to, oh, this is there was an error processing your request.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look at it. It is saying that. Let me see if it's submitted for you give me just.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So it, it went through?
[AGENT][NEUTRAL] Let me, I'm double checking it, please give me one moment.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am, it did. It went. It's in submitted status. If you want to refresh, it should show you that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just closed this one and that's it?
[AGENT][POSITIVE] Yes, ma'am. You've got it submitted.
[CUSTOMER][POSITIVE] OK, OK, well thank you so much, OK?
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] You're welcome. Thank you. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][POSITIVE] That's it thank you thank you so much for your help.
[AGENT][POSITIVE] OK. Thanks, Mr. [PII]. You're welcome. Have a great afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am.