AccountId: 011433970860
ContactId: b28c0359-d869-4d6b-8d51-715527037aff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404609 ms
Total Talk Time (AGENT): 167137 ms
Total Talk Time (CUSTOMER): 102346 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/b28c0359-d869-4d6b-8d51-715527037aff_20250617T19:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Latin Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was trying your new website, but I noticed uh that I cannot make the payment online. Is there any other place that I can, yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I can help you with that. Um, what is your group number?
[CUSTOMER][NEUTRAL] It is um 22037.
[AGENT][NEUTRAL] 22037. And your name?
[CUSTOMER][NEUTRAL] Correct. [PII].
[AGENT][NEUTRAL] OK, [PII]. OK. Um,
[AGENT][NEUTRAL] And what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, [PII], so you're wanting to make a payment online?
[AGENT][POSITIVE] I can help you with that.
[CUSTOMER][NEUTRAL] Correct, yeah, um, the accounting team told me that they were able to make the payment in the past online but now at the new website he's only able to preview the bill but not pay it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] So I'm not sure if we're navigating the right website or if I should use another one.
[AGENT][NEUTRAL] Um, it has changed. It has changed, so hold on just one moment. Let me get this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], can you verify the address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. And the address, uh the email address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh let me go and see.
[AGENT][NEUTRAL] I can find my invoice now. Hold on just a moment.
[AGENT][NEUTRAL] OK. Um, I do.
[AGENT][NEUTRAL] See that he has set up the account.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I said I see that he has set up um he had to create a new account and I was just check double checking to make sure that that's what he did um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because we got the link with the most recent invoice we got the link to register on the online service center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, so that's where they logged in and it doesn't.
[CUSTOMER][NEUTRAL] Allow them to make the payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's unusual. Let's see why he can't make a payment.
[AGENT][NEUTRAL] OK. Was there any changes?
[AGENT][NEUTRAL] On there.
[CUSTOMER][NEUTRAL] You mean in our company? No.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, just wanna make sure.
[CUSTOMER][NEUTRAL] No, we, we just signed up to this new uh page with the.
[CUSTOMER][NEUTRAL] With the link that we received in the email but everything is the same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me check this and see and give you a call back on here to see what's going on, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else, [PII], that I can help you with before?
[CUSTOMER][NEUTRAL] No, that would be all we just need to make the payment and I, I, we didn't know if you needed, uh, I mean if we needed to enable the billing or the payment somewhere else, uh, because it's the first time we're, um, registering for this new website.
[AGENT][NEUTRAL] Right, um, well, he can click on the invoice.
[CUSTOMER][NEUTRAL] Uh, but yeah, just call me back whenever, yeah.
[AGENT][NEUTRAL] And he'll be able to review it and then once he reviews it then he would be able to it it'll ask it should ask him to submit the invoice and then once he submits the invoice it'll ask him how he wants to pay.
[CUSTOMER][NEUTRAL] Oh maybe that's what he's missing. OK, let me try to let them know and if anything I will call you back.
[AGENT][POSITIVE] OK, and if he has to, if he can, I mean he can call us back and we can help him with that as well if that's not, if that doesn't work. That should that should be what it is. You're welcome and thank you for calling [PII] and have a good day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.