AccountId: 011433970860
ContactId: b855b83c-3cfd-4df8-a707-016aa9f6c413
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 632400 ms
Total Talk Time (AGENT): 213793 ms
Total Talk Time (CUSTOMER): 315909 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/b855b83c-3cfd-4df8-a707-016aa9f6c413_20250606T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] calling and um for some reason I'm going online. I always pay the invoice online, but I'm not able to get a copy of the billing or get to access the area where I have to pay the bill.
[AGENT][NEUTRAL] OK, are you, are you able to log in or you're just not able to log in at all?
[CUSTOMER][NEUTRAL] Yes, I'm, I'm logged in and I'm on the screen right now that shows products, announcements, business support, enrollment, and on the next column it's about APL billing claims support and training seems like I should just be able to click on billing correct?
[AGENT][NEUTRAL] Um, so the invoices, let me pull that up. Hold on one moment.
[CUSTOMER][NEGATIVE] I received my copy in the mail, but I haven't, I can't get to it on the computer.
[AGENT][NEUTRAL] OK, let me get that pulled up, just a moment.
[AGENT][NEUTRAL] And what's your group number?
[CUSTOMER][NEUTRAL] OK, let's see, the group number is 22536.
[AGENT][NEUTRAL] Get that pulled up real quick.
[AGENT][NEUTRAL] OK, and what was your name? I'm sorry, I missed it.
[CUSTOMER][POSITIVE] Uh this is right. This is [PII]
[AGENT][NEUTRAL] You have the address for your group?
[CUSTOMER][NEUTRAL] Uh, let's see, I'm sure that comes here to the shop. It's [PII].
[AGENT][NEUTRAL] And then what's the telephone number associated with your account?
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the email address?
[CUSTOMER][NEUTRAL] Uh, OK, well, the one I'm on, uh, in order to get in would be [PII]
[CUSTOMER][NEUTRAL] Oh dear, um, at [PII], don't think it has [PII] behind it.
[AGENT][NEUTRAL] OK, so you, you have set up the new account, the brand new account, created a login and all that.
[CUSTOMER][NEUTRAL] Right, well, my husband and I both have set have set it up and I I say I'm able here's I'm going back to the home, the home page, uh.
[AGENT][NEUTRAL] Has has he added you as an authorized user? Because he, he, OK.
[CUSTOMER][NEGATIVE] It's not going back to home.
[CUSTOMER][NEUTRAL] Yes, yes, he did.
[AGENT][NEUTRAL] You did? OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEUTRAL] So if you click, if you see my group and then um there should be my group.
[CUSTOMER][NEUTRAL] Mm, OK, and where is that located because I don't see that here.
[AGENT][NEUTRAL] So it should be on the left hand.
[CUSTOMER][NEUTRAL] On on products.
[AGENT][NEUTRAL] OK, so you have your day
[CUSTOMER][NEUTRAL] OK, left hand side now.
[AGENT][NEUTRAL] There's a left-hand side.
[CUSTOMER][NEUTRAL] Return to OSC maybe that helps. Let's see. OK, my group, I found it. OK.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK, and then if you go to my group, um, once you click on that.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, it's going through some kind of whatever it looks like clouds passing.
[CUSTOMER][NEUTRAL] OK, OK, we have it here, my group, all right.
[AGENT][NEUTRAL] Should be group details, invoicing, and employees.
[CUSTOMER][NEUTRAL] Oh, I see invoicing.
[AGENT][NEUTRAL] And then you got.
[CUSTOMER][NEUTRAL] OK, group details, invoicing, and employees got it. OK. It says due to scheduled maintenance, the ability to download your invoice is unavailable at this time, and I've been trying all week and I just can't get to it.
[AGENT][NEUTRAL] And invoicing.
[AGENT][NEUTRAL] So do you
[CUSTOMER][NEGATIVE] I don't know why I'm not able to get to it.
[AGENT][NEUTRAL] Are you able to click on the invoicing?
[CUSTOMER][NEUTRAL] Yes, and that's when I got this message due to schedule maintenance, the ability to download your invoice is unavailable at this time.
[CUSTOMER][NEUTRAL] For assistance, please email our billing team.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, uh, let me look at something real quick.
[CUSTOMER][NEUTRAL] Now here's one here it's showing an invoice. I wonder if I could get it. I'll just click that. Let's see what happens with that maybe.
[CUSTOMER][NEUTRAL] OK, now these are the people that's involved.
[CUSTOMER][NEUTRAL] So I guess we have to.
[CUSTOMER][NEUTRAL] OK, this is the same thing I think that I have that I received in the mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's the same amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Schedule day.
[CUSTOMER][NEUTRAL] 63
[CUSTOMER][NEUTRAL] OK, now, but how can I get to paying that bill?
[AGENT][NEUTRAL] Let me uh check something real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I, I don't show that y'all set up your new account.
[AGENT][NEUTRAL] So, uh, did you create a, you have to, you have, you can't log in with any of the old information that you had.
[AGENT][NEUTRAL] So you have to start, you have to start.
[CUSTOMER][NEUTRAL] Oh OK well that's what we've been doing OK.
[AGENT][NEUTRAL] OK, you have to start completely from scratch and on your group, um.
[CUSTOMER][NEUTRAL] OK, so we have to log out of this, OK.
[AGENT][NEGATIVE] Yeah, none of that's gonna work.
[CUSTOMER][NEUTRAL] Um, OK, so.
[CUSTOMER][NEUTRAL] OK, so what I should do then is take this one off I guess I can.
[AGENT][NEGATIVE] Well, none of that, that's not even our, that's not even our functional website anymore. You're gonna have to go to [PII] and then go to create an account. You're gonna have to start all over.
[CUSTOMER][NEGATIVE] Delete this one.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, we've upgraded our website.
[CUSTOMER][POSITIVE] Oh wonderful OK so.
[CUSTOMER][NEUTRAL] OK, and so what is that website again?
[AGENT][POSITIVE] Secured. Am.
[CUSTOMER][NEUTRAL] That I have to
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK, secured.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] And what's the rest of it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Secured at a what now?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK.
[AGENT][NEUTRAL] And you'll have to go to
[CUSTOMER][NEUTRAL] And I should be able to get in there from there.
[AGENT][NEUTRAL] Yeah, so and it I show [PII] as a contact, so he's gonna have to be the one to do it, that or Carry Provenzano.
[CUSTOMER][NEUTRAL] OK, but I
[CUSTOMER][NEUTRAL] Oh OK well I'll have to call [PII] then OK OK.
[CUSTOMER][NEUTRAL] So he can do this or [PII] can do it.
[AGENT][NEUTRAL] Either one can do it.
[CUSTOMER][NEGATIVE] He doesn't have any authorized to be able to do it.
[AGENT][NEUTRAL] Yeah, I don't see you. I don't see you on so like I said this is our new website, and you have to start all over and create it from scratch, um, so with the, the information that was provided to us when the account was set up, um, you and you verified.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and again that's secured. OK, secured [PII] and I'll put here make.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And secure. [PII].
[CUSTOMER][NEUTRAL] Secured [PII].
[AGENT][POSITIVE] Secured.
[CUSTOMER][NEUTRAL] What was it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, secure.
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] No, secured so secured. [PII].
[AGENT][NEGATIVE] There's there's no app in it.
[CUSTOMER][NEUTRAL] Oh, OK, so that's where the problem is. OK, so we have to go secured at a public.
[AGENT][POSITIVE] No, it's, it's secured.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. So there's not an at. It's, it's secured [PII] [PII]. It's
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's what I have secured [PII].
[AGENT][POSITIVE] Yes, that's correct, and then you'll create a new account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can see if he can maybe do that make whole.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Account OK and.
[CUSTOMER][POSITIVE] OK, yeah, because I wanna pay the bill. I always pay it online and we wanna definitely get this going.
[AGENT][NEUTRAL] Yeah, we're, we, there's no, I mean if if you you know need a few extra days it's fine we're, we know we've switched over our website everybody has to recreate their accounts so there's not gonna be any penalties or anything like that.
[CUSTOMER][NEGATIVE] Oh damn, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK, and those are all small letters or is that caps or how is it?
[AGENT][NEUTRAL] Uh, it should pull up either way. It should pull up either way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great OK well I thank you for the information and we'll see what we can come up with.
[AGENT][POSITIVE] OK, if you have any issues at all, just give us a call back and we'll walk you through it.
[CUSTOMER][NEUTRAL] OK, well that sounds great thank you and how, um, late are y'all there? Um, I won't be able to do it today. Y'all, uh, available 24/7, or how does that work?
[AGENT][NEUTRAL] Um, we're here Monday through Friday [PII], uh, Monday through Friday [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] If we need help with
[CUSTOMER][POSITIVE] OK, Central time. OK, well thank you for all your help.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.