AccountId: 011433970860
ContactId: b6b2b8d9-d3a6-4d01-b78d-52d85eaa534e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1123760 ms
Total Talk Time (AGENT): 495027 ms
Total Talk Time (CUSTOMER): 469883 ms
Interruptions: 9
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b6b2b8d9-d3a6-4d01-b78d-52d85eaa534e_20250609T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from claims.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, sir. Can you hear me?
[CUSTOMER][POSITIVE] I do. Thank you very much. [PII], good morning. How are you doing today?
[AGENT][NEUTRAL] Good morning. I'm well. How about yourself?
[CUSTOMER][POSITIVE] Very good, thank you [PII]. I have uh [PII] from group number 14,960 on the line. She has some troubles trying to log in.
[CUSTOMER][NEUTRAL] On her online account and she's trying to um.
[CUSTOMER][NEUTRAL] Pay the invoice for June.
[CUSTOMER][NEUTRAL] So I was wondering if you can assist her with this instance with this situation.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I sure can. What was that callback number?
[CUSTOMER][NEUTRAL] Uh, I didn't have that. I'm sorry. She just start telling me everything I see.
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] You said it was [PII]?
[CUSTOMER][POSITIVE] That's what she gave me, yes.
[AGENT][POSITIVE] All right. I'm ready for whenever you're ready.
[CUSTOMER][POSITIVE] Alright, here she comes. She already knows she's gonna be transferred. Thank you very much, [PII]. Have a good day.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. How are you today?
[CUSTOMER][POSITIVE] I'm good [PII] how are you?
[AGENT][POSITIVE] I'm doing well. I understand you're having some issues getting on to the online service center.
[CUSTOMER][NEUTRAL] Oh yeah, I've been just been trying [PII], the CFO myself which I reach out [PII] as well. There, I think there was an issue with the transition in your system. We can download the invoices and the due date is this weekend, and we need to submit it, so we don't wanna be late. We don't wanna pay. We wanna access, but nobody has been able to reach out to us to help us to log in.
[AGENT][NEUTRAL] Oh, I understand. Have you guys registered for the new online service account a service center account?
[CUSTOMER][NEUTRAL] We send an email to care as I mentioned to the previous person to care.
[AGENT][NEUTRAL] Right, yeah, but there's a we've launched a new website and it just requires you to register for a new account. You'll no longer have to have a user name. It would just be, uh, done by the email address yay, um, but have you guys done that yet?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] OK, so why do I?
[CUSTOMER][NEUTRAL] No, I have no information. So, uh, is there any, is there any way you can guide me? How can I do it so I can share with the rest of the team who process because I'm the HR, I'm the HR person, uh, but the, the payment goes through finance. So if you can share that with me and I can share with the team, I will really appreciate that.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely I can send you um steps to that but I can also walk you through it which one would you like to do?
[CUSTOMER][NEUTRAL] Yes please, both, so I have a backup in case I don't remember and the other one if you can walk me through so I log in and make sure that they have access if you don't mind.
[AGENT][NEUTRAL] Well, all you have to do is go to our website and it'll have the button there to say uh register for an online service to uh online service center account and it'll walk you through it but let's see here, what is a good email address for you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's uh [PII]. I'm sorry, [PII]. I'm so sorry. It's [PII].
[AGENT][NEUTRAL] Would you spell the [PII] part again [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK [PII]. OK, let me get you that real quick.
[AGENT][NEUTRAL] Uh, let's see, here we go. Alright, so I'm gonna send you the steps to uh setting up the account, but I'm also going to send an email or a PDF that gives you the information on how to navigate the site.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Here we go.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Well, if I could spell this morning. Let's see.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Let's see if I got it. Hold on.
[AGENT][NEUTRAL] I apologize, excuse me.
[AGENT][POSITIVE] All right, should be coming your way.
[AGENT][NEUTRAL] And like I said, if you just go to our um our website it should have a button that says register for a new online service center account.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][POSITIVE] I'm kind of new, so normally, um, I just approve them as a HR, uh, [PII], but if, as I said, if you can walk with me, I save it on my bookmark and in the future I don't have no more problems. I will appreciate that too.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So whomever is the first to um register an account for the new online service center will be the admin and they can add um accounts just for anyone that needs to access the bill in order to make changes or payments or whatever the case may be.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It should be the CFO [PII] and myself that I'm the HR because she downloaded and send it to me to make sure if it's accurate, the pay date and the pay and everything, uh, so the three of us should have access to that.
[AGENT][NEUTRAL] Right, yeah, so whoever, yeah.
[CUSTOMER][NEUTRAL] Uh, because I approved it, the CFO, uh-huh.
[AGENT][NEUTRAL] whoever sets up the the first uh online account can just add those users.
[AGENT][NEUTRAL] With the uh separate email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, yeah, because I don't know, I still didn't get anything.
[AGENT][NEUTRAL] Maybe it's just taking a little longer because it's got the PDFs attached. um, can I just verify the account with you? Did he give me the right number 14,960?
[CUSTOMER][NEUTRAL] Uh, got it.
[CUSTOMER][NEUTRAL] Yeah, but they say that that belongs to a different bank, but May, this is the this is the being the account number that we've just been using to do the payments.
[AGENT][NEUTRAL] Right, and what's the company?
[CUSTOMER][NEUTRAL] And I just checked [PII].
[CUSTOMER][NEUTRAL] Estefan Enterprise.
[AGENT][NEUTRAL] Yeah, let me look that up because this is not the right group number for that let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] When you gave me that domain name I said well that's not the same as what I'm looking at.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Uh, let's
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me make sure I spelled that correctly. [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes yes.
[CUSTOMER][NEUTRAL] Enterprise.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] I am not getting anything with that name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] That's so weird.
[AGENT][NEGATIVE] I am not finding anything with that name.
[AGENT][NEUTRAL] Is there another name maybe it's uh doing business as kind of thing?
[AGENT][NEUTRAL] Is it possible because sometimes we have like a company and then it says doing business as another name.
[CUSTOMER][NEUTRAL] Uh, no, because the, the dog.
[CUSTOMER][NEUTRAL] No, give me one second that I might know, but everything is under even the old ones are Stefan Enterprise. Give me one second. Let me ask [PII], the person who makes the deal. hold on.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] There's APL APLan enterprise er the rolling it's so yeah, we, we always get one bill. That's why [PII] is sharing with me, so that's why it's like it's weird.
[AGENT][NEUTRAL] I am just not seeing anything with that name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And in May.
[CUSTOMER][NEUTRAL] Yeah, because [PII] says that they don't. We just pay May's bill under that number.
[AGENT][NEUTRAL] Hm, do you have a copy of it with you?
[CUSTOMER][NEUTRAL] Let me, yeah.
[CUSTOMER][NEUTRAL] The invoice, yes.
[AGENT][NEUTRAL] Yes ma'am, so on there there should be a group number. Maybe it's different maybe off by number.
[CUSTOMER][NEUTRAL] The group number is 1496.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, no, because when I'm looking for [PII].
[CUSTOMER][NEUTRAL] So it says the invoices is here [PII] is Stefan Enterprises attention [PII], um.
[CUSTOMER][NEUTRAL] And then the account. So the master number is 14,960, group number 14,960, and the invoice number is 6387019.
[AGENT][NEUTRAL] 0, 6387, I'm sorry, 6387.
[CUSTOMER][NEUTRAL] 019, that's the invoice from May that we already paid.
[AGENT][NEUTRAL] You're one.
[AGENT][NEUTRAL] OK, let me look, excuse me, I apologize, um, let me look it up by that. Let's see what it says here.
[CUSTOMER][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] And the message that I, you saw the message that I got right that they, they basically changed your website you have to create when I put it exactly, and that's what she's saying this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] Do you find the invoice?
[AGENT][NEUTRAL] I'm pulling it up right now.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK, so it is one I do have the same group number you're giving me let's see.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] [PII]. OK, maybe that's what it is. Let's see.
[CUSTOMER][NEUTRAL] What did they tell you that?
[AGENT][NEUTRAL] I think maybe I was misspelling it.
[AGENT][NEUTRAL] I don't know let's see.
[CUSTOMER][NEUTRAL] OK, sorry, but [PII] I'm not to get up but let me.
[CUSTOMER][NEUTRAL] I'm in the speaker, OK?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me, let me bring my, my AirPods. No, no, I'm gonna bring, hold on, give me one second. Wait a second.
[AGENT][NEUTRAL] I apologize there's a little bit of a delay in our call.
[AGENT][NEGATIVE] Why is that not pulling anything up? That is the craziest thing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[AGENT][NEUTRAL] Yes ma'am I can hear you.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, I'm speaking with [PII]. She's in charge of the.
[AGENT][POSITIVE] Good morning.
[AGENT][NEGATIVE] I'm looking here it's the craziest thing because I'm getting a completely different name like I don't know maybe it's something in our system this morning that's throwing something off because the invoice number I was given pulls up exactly what you guys are looking at and.
[AGENT][NEGATIVE] What I'm getting with that information in my system is not.
[AGENT][NEGATIVE] It does not match.
[CUSTOMER][NEUTRAL] Yeah, that's what the guy told me, it's a different name. I know.
[AGENT][NEUTRAL] That's so crazy.
[CUSTOMER][NEUTRAL] What name is
[AGENT][NEUTRAL] 14,960. That is the craziest thing.
[CUSTOMER][NEUTRAL] They say [PII], like a few years ago, something similar happened before.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, so like a couple of I um I process accounts, all the accounts payable, and I've been with the company for 3 years, but something happened in the beginning where we also got that it was a glitch in your system and then finally they were able to find our account located, um, so it was something internal on your end, but we did this happen before.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh my word, I'm just like because when I put in the name of your company nothing comes up. I put in the name uh or the number of the, the group number given and I get a group but it's not y'all it's someone in [PII].
[AGENT][NEUTRAL] And then in our system where we've saved you know all the invoices, the copies or whatnot, I was able to pull up the invoice so I'm seeing what you guys have for the May invoice which has your company and that group number on there.
[AGENT][NEUTRAL] So I'm just at a loss. I do not know.
[AGENT][NEUTRAL] Oh my.
[AGENT][POSITIVE] OK, let me get a good call back number from you guys real quick just in case we get disconnected because I need to uh ask someone.
[AGENT][NEUTRAL] What to do
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] I need to figure it out.
[CUSTOMER][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] 3389.
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Can you see that the payment has been posted right in May it's paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, the problem is if I can't find your account I couldn't tell you whether or not, do you know what I mean? I am just, I'm not able to find an account to show the invoice 14,960.
[CUSTOMER][NEGATIVE] But that's, that's so weird.
[AGENT][NEUTRAL] 14,960.
[CUSTOMER][NEUTRAL] Um, I have a question. I know that there were some changes on your end for the website because we used to log in and be able to download the invoice. Could it be something with your new system that is probably not finding it?
[AGENT][NEUTRAL] Well, you know that would I don't think it would be that because it's actually two separate systems, um, our online website is it reads from our system, so it's just showing what is in our system.
[AGENT][NEUTRAL] But changes on the website would not make any changes in our system.
[AGENT][NEGATIVE] It's that's just the craziest thing um I tell you what, I don't wanna keep you guys on the phone while I'm trying to figure this out because I'm at a complete loss but um I will get with my higher ups and our IT department and figure out what's going on when I use that group number it's pulling up a completely different group that has completely different invoices.
[CUSTOMER][NEUTRAL] So I'll get what.
[AGENT][NEUTRAL] But wait, let me look at this, what was that balance?
[AGENT][NEUTRAL] Well, I tell you what.
[CUSTOMER][NEUTRAL] And that number, can we, can we confirm the number again?
[AGENT][NEUTRAL] That's so weird. So I found that invoice number that you gave me um.
[CUSTOMER][NEUTRAL] You have the invoice. Oh, you have the
[AGENT][NEUTRAL] Under that group number in our uh on our online service center and um I tell you what, could you give me uh a couple of names that I can look to make sure this is the right invoice on the online service center a couple of names that would be listed.
[CUSTOMER][NEUTRAL] Uh, for the employees, um, yeah.
[CUSTOMER][NEUTRAL] Yes, I have [PII].
[AGENT][NEUTRAL] OK, yeah, I have her. OK, so this is the right invoice. I do see that it was paid in May, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the, I just wanna put you.
[CUSTOMER][NEUTRAL] So we need to get this paid as soon as possible because I know you.
[AGENT][POSITIVE] I I that's what I was about to say. I totally understand. I want you guys to understand that I'm definitely gonna get this fixed for you. It's not late until after the [PII], so we have the week, but I'm going to get this taken care of today. I just, I just don't want you guys to, to worry, um, I do see the invoices, um.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It's just so weird that it's under a different company name in our system but I do see the invoice has been paid in May and that June's open um.
[AGENT][NEUTRAL] It's just the weirdest thing. I've never seen this before.
[AGENT][NEUTRAL] Um, let me see here.
[CUSTOMER][NEUTRAL] Could it be another of our companies or it's just another complete different company not related to us and I don't know because.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] If I give you a name, would you be able to verify if that's the the name that you have?
[AGENT][NEUTRAL] Um, yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Growing up?
[CUSTOMER][NEUTRAL] Yes, OK. I'm just thinking.
[AGENT][NEUTRAL] You, do you guys by chance have a Louisiana machinery company?
[CUSTOMER][NEGATIVE] No, a machinery company? No. Yeah.
[AGENT][NEUTRAL] So crazy because I have your login information, the um username and email addresses.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Maybe can you try, can you try, can you try BCC Rolling Oaks?
[AGENT][NEUTRAL] For the for the name of the company?
[CUSTOMER][NEUTRAL] Just in case, maybe they put it through that, but that's.
[CUSTOMER][NEUTRAL] Yeah, but it should be an Enterprise because we, it's the main company, but BCC Rollingo it's under them.
[AGENT][NEUTRAL] B as in boy, C as in Charlie Charlie.
[CUSTOMER][NEUTRAL] B like B as in boy, C as in yes, uh-huh. Rolling, Rolling Oaks is R O L L I N G.
[CUSTOMER][NEUTRAL] And Oaks, O A K S.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I can see.
[AGENT][NEUTRAL] No, I don't have anything like that.
[CUSTOMER][NEUTRAL] you know and uh LLC at the end.
[AGENT][NEUTRAL] No, I'm not seeing anything like that, but what's.
[CUSTOMER][NEUTRAL] BCC? No? OK.
[AGENT][NEUTRAL] No ma'am, so what's crazy is in the on the online service center the account information it's all of that machinery company information but the login information is you guys.
[CUSTOMER][NEUTRAL] Just in case I was wondering.
[CUSTOMER][NEUTRAL] It's, it's always a [PII] Enterprise.
[AGENT][NEUTRAL] It's the weirdest thing.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I've got your number. Let me, let me get this figured out for you and I will give you a call back. I apologize. I'm not exactly sure what's going on.
[CUSTOMER][NEUTRAL] Please, my name is [PII] Via.
[CUSTOMER][POSITIVE] Perfect. OK. Thank you so much, [PII].
[AGENT][POSITIVE] No problem. We'll talk with you later.
[CUSTOMER][POSITIVE] Yes, please. I will, we'll be waiting for the call. Thank you.
[AGENT][POSITIVE] Yes ma'am, yes ma'am bye bye.
[CUSTOMER][NEUTRAL] Bye bye.