AccountId: 011433970860
ContactId: c5d9d1d8-b9b3-446a-aa9c-ade18525cc5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373730 ms
Total Talk Time (AGENT): 218203 ms
Total Talk Time (CUSTOMER): 131580 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c5d9d1d8-b9b3-446a-aa9c-ade18525cc5a_20250606T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] in [PII]. How are you doing?
[AGENT][NEUTRAL] Well [PII] how are you?
[CUSTOMER][NEUTRAL] This [PII]?
[AGENT][POSITIVE] Yes, it is. It's a good one.
[CUSTOMER][NEUTRAL] The only Morgan I know at APL. How you doing?
[AGENT][POSITIVE] Yes, I'm well. Happy Friday.
[CUSTOMER][POSITIVE] Absolutely you too. I uh I know you guys have probably had a trying week uh.
[AGENT][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] It's so with this OSC system has been a nightmare, you know.
[AGENT][POSITIVE] Yes, I'm so sorry if you're having issues with it. uh, do apologize.
[CUSTOMER][POSITIVE] Hey, look, it's, it's all good hopefully we'll have it squared up by next week, um.
[AGENT][NEGATIVE] Yeah, it's growing pains for sure. Mhm.
[CUSTOMER][NEUTRAL] Yep, absolutely. I got a quick question for you. We have, I tried to press the, the prompts to go to billing, but, um, it just kept starting over, um, so basically the long and the short is I have a group it's one of our larger groups, um, it's Supreme Services, uh, group number is 226464.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And basically there's two things. She is logged, she got on the online site and she's trying to pay the bill, but she needs to adjust the adjust it like she used to, but she said it's not letting her like take people off and things like that, like to, to pay the bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does it, does the new system allow you to edit the bill and pay it like like you did before someone left or someone didn't get a paycheck or?
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Yes, I believe that it will. um, I think that they can pay. I'm trying to remember because I actually had this conversation yesterday with one of our um internal people. I think that the bill should be working to be able to pay. Now adjusting it.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Which you could do on the old system.
[AGENT][NEUTRAL] Yes, yes, um, I'm not.
[CUSTOMER][POSITIVE] So the new one should definitely right like.
[AGENT][NEUTRAL] Yeah it should definitely yes I do know that we have like some fixes um like our IT team is working on it so I can verify if that's one of them so I'm gonna write that down. I don't have an answer for you right now um does she need to pay, she needs to pay today the bill? Is it due today?
[CUSTOMER][NEUTRAL] I think she's trying to pay right now, so uh I think it's due and she's trying to pay it right now so I was trying to um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So she needs to turn some people.
[CUSTOMER][NEUTRAL] See if I could help her if I could just.
[CUSTOMER][NEUTRAL] I think she basically needs to adjust the bill, right? So basically, um, probably adjust a few people then hit you know basically just hit submit, you know, once they adjust in the system hit submit and pay it, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure. OK.
[CUSTOMER][NEGATIVE] What do you think is far and she also said she got a refund from APL but they gave no explanation with it like who was for why um.
[CUSTOMER][NEUTRAL] Which also um
[CUSTOMER][NEUTRAL] She said I gotta know where to put the money, you know.
[AGENT][NEUTRAL] Sure, yeah, um, so the refund would definitely I would need you to, I would need to get you over to billing so that they could look at that because they would have that information. I can't see refunds as far as like them administering checks to people and like what it's for, um, so I will get you over to billing on that one. The adjusting and like the paying of the bill, I'm going to have to ask. I'm gonna have to get somebody above me to.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, give me the yes or no on that, because if she's not able to do it, then I would think that there's an issue. Um, so I need to see, yeah, I would need to see if that's something that we're working on and that we know is a known issue or if that's a new issue, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you don't mind, yeah, of course.
[CUSTOMER][NEUTRAL] Question for you, [PII], is there?
[CUSTOMER][NEUTRAL] No good. I'm sorry, is there a direct line of billing?
[AGENT][NEUTRAL] Uh, well, there's not a direct line to billing. I don't know why it had to start over every time because the [PII] number should give you a billing option, so that's kind of weird. Yeah, yeah, that's not, yeah, it shouldn't do that so I don't know why um I mean obviously you can always call us and we can just transfer you immediately to billing and get and get somebody, you know, it might be faster that way but I don't know why it was doing that because it shouldn't.
[CUSTOMER][NEGATIVE] It did and then I would click it and then it wouldn't send me there. I was like, come on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I've not heard of it happening, so maybe it's a one-off, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I can, um, I have your phone number and let me see about the adjusting part of it and I can give you a call back, but right now I can get you the billing for the refund if that'[PII] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold. Give me just a second.
[CUSTOMER][NEUTRAL] Thanks. You are on hold.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] and Resources. How are you?
[CUSTOMER][NEUTRAL] Hey [PII]
[CUSTOMER][POSITIVE] Good. How are you?
[AGENT][POSITIVE] I'm good, um.
[AGENT][NEUTRAL] I have [PII] on the phone. Um, he is an agent with us under [PII].
[AGENT][NEUTRAL] And he is asking about a check that one of his um
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Like group contacts she received, it's a refund check but it doesn't say what it's refunded for do you mind seeing if you can help him?
[AGENT][NEUTRAL] So they can allocate the money appropriately.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, what's the group number?
[AGENT][NEUTRAL] Um, 26464.
[AGENT][NEUTRAL] Should be Supreme Services.
[CUSTOMER][NEUTRAL] 264.
[CUSTOMER][NEUTRAL] You're speaking to [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, you go ahead and send him over.
[AGENT][NEUTRAL] Bakery.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hey [PII], I have [PII] in billing on the phone for you to talk about that refund check.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] Of course I'll give you a call back on the other issue um as soon as I know OK?
[CUSTOMER][POSITIVE] Got it. Thank you.
[AGENT][POSITIVE] Thank you. Bye.