AccountId: 011433970860
ContactId: c81f92f7-9bb7-4275-8a34-c51f0cb29b9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1951829 ms
Total Talk Time (AGENT): 584030 ms
Total Talk Time (CUSTOMER): 815542 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c81f92f7-9bb7-4275-8a34-c51f0cb29b9f_20250611T17:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Millette group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, what's your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Male
[CUSTOMER][NEUTRAL] I'm sorry. Um,
[CUSTOMER][NEUTRAL] Can you spell it for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Meet
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. Hi, my name is [PII] and uh I, I'm calling on behalf of GP batteries, um.
[CUSTOMER][NEUTRAL] We are group number 16957.
[CUSTOMER][NEUTRAL] I normally play er pay.
[AGENT][NEUTRAL] OK, what was that? What's the group number again?
[CUSTOMER][NEUTRAL] The group number is 16957.
[AGENT][NEUTRAL] 16957.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, 16957, 16957. Uh, the it's on GP batteries, Americas Inc.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I normally pay the premium online, but it seems that the, the website changed.
[CUSTOMER][NEUTRAL] And he's asking me for a for an email address.
[CUSTOMER][NEUTRAL] Uh, we
[AGENT][POSITIVE] Yes, I can help you with that.
[AGENT][NEUTRAL] Can you verify the, yes, I can. Uh, and [PII], can you give me a, a good callback number just in case?
[CUSTOMER][NEUTRAL] Can you help me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I, I, I'm calling from my cell phone. Uh, it's [PII].
[AGENT][NEUTRAL] OK, well, just, just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. I understand. That's why I'm calling from my cell phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, my, my phone number is [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Can you verify the address, please?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII].
[AGENT][POSITIVE] Thank you so much [PII] and the email address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] Well, we thought it was [PII].
[CUSTOMER][NEUTRAL] But apparently it's not. Is that what you have?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But do you have [PII]?
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Say that again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I do have that. I do. And.
[CUSTOMER][NEUTRAL] OK. Is that OK?
[CUSTOMER][NEUTRAL] So what
[AGENT][NEUTRAL] And what is the phone number that we have?
[CUSTOMER][NEUTRAL] Uh, it should be the office number [PII].
[AGENT][NEUTRAL] OK, so when you go in there, um.
[AGENT][NEUTRAL] You will have to create a new account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So when and and you'll have to use [PII] information.
[AGENT][NEUTRAL] So you're trying to get online. Is that correct? Is that correct?
[CUSTOMER][NEUTRAL] She was, she did.
[CUSTOMER][NEUTRAL] Say what? Yeah, we're trying to get the, uh, you know, access to the account so we can pay it online like we we done.
[AGENT][NEUTRAL] Your
[AGENT][NEUTRAL] OK. OK. OK. So is [PII] out there or?
[CUSTOMER][NEUTRAL] Always.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] She's still there?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, yeah, I mean, I, but the thing, the, the thing is that when she uh typed her email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] There was a message that said an account could not be found for the provider user ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And she got stuck. I thought it was her. I said, OK, you need to go in and do it, and it didn't work for her, so now we're stuck.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so she went in to try the account uh to create it, correct? And um she got stuck. OK, what she needs instead of adding everything entering all the information.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Just enter what is in red, what is required, just that. Try that first without entering everything else. Just enter what's what's required.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Where where it says uh create your OSC account.
[AGENT][NEUTRAL] Right, create your OS OSC. She's gonna have to create a new one.
[CUSTOMER][NEUTRAL] OK, let me let me get out and go back in because apparently this, this kind of uh freeze let me open a new.
[CUSTOMER][NEUTRAL] A new browser, hold on.
[CUSTOMER][NEUTRAL] OK, which role best describe to you? I put group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] I mean, I changed all let's see 57.
[CUSTOMER][NEUTRAL] [PII] phone number [PII] city [PII].
[AGENT][NEUTRAL] OK, just what's required, not, I mean, not everything. It, I don't think it needs everything, just, just, just what's required.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, my bad.
[AGENT][NEUTRAL] And see if that will work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, group number
[CUSTOMER][NEUTRAL] 16957 and email on record, uh-huh.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEGATIVE] It says error. No user was found with the information that was entered. Please try again. If this error persists, please contact customer service with the number and option 4. That's weird.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I mean, I'm looking at, at my, my latest uh invoice, which was the one for May. I'm trying to pay [PII].
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] 16957.
[CUSTOMER][NEUTRAL] And the email on record I put [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now it, it, I mean I click again and, and, and it let me settle this to complete your account set up, so I click continue.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And that was just that and that was just entering the um required fields.
[CUSTOMER][NEUTRAL] You see that
[CUSTOMER][NEUTRAL] Yeah, now it says verification is necessary, please click send button, email address. So I got to type her email address, right?
[CUSTOMER][NEUTRAL] Or, or can I put any?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, it'll have to be hers. It'll come through hers.
[CUSTOMER][NEUTRAL] Can I put
[CUSTOMER][NEUTRAL] OK, so then, OK, if that's the case, I can pull mine.
[CUSTOMER][NEUTRAL] Uh, because, uh, I mean, we tried that way thinking it was her, but then she was getting, since we're working remotely.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know, she was send me, she was sending me the quote really late. So, let me see.
[AGENT][NEUTRAL] OK, so she's gonna be the one that that right it has to be initially her to set it up and then she would be able to add users.
[AGENT][NEUTRAL] Since we got her as the primary contact, she will have to be the, I mean, and, and she'll, that's the reason why she gets the code.
[CUSTOMER][NEUTRAL] OK, so the, the call has to be sent to her?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or can I, can, can it be sent to me?
[AGENT][NEUTRAL] No, sir. It's gonna have to be sent to her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me see, let me see if I can get her on the line.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you, can you wait for me for a moment?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Meet? OK, hold on. Let me get her.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Meet, are you there?
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] I mean, it's, it's, it's not, she's not answering, she's probably in a meeting.
[AGENT][NEUTRAL] OK. But that's the only way that we, we can do it. I mean, it's gonna automatically be to her because she is the um the contact.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And so it's just like the other, it's gonna be the same way, um.
[AGENT][NEUTRAL] As before her being the main contact would have to be the one to set up the account and what she does then she would be able to add users as needed.
[CUSTOMER][NEUTRAL] OK. Uh, uh.
[CUSTOMER][NEUTRAL] I mean, actually I sent it to mine, and, and I got the email and, and it was verified.
[CUSTOMER][NEUTRAL] So, it says a new password on, so I have to fill out all that stuff?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Uh, like I said, I mean, she would be the main one, so.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah, I mean, uh, the, the only reason I'm doing this so I can pay the online, you know, that I have, you know, I don't care about the rest of the access. I, I'll, I'll tell her to, to.
[CUSTOMER][NEUTRAL] You know, whatever control she needs to have, she, she will have.
[CUSTOMER][NEUTRAL] All I, all I, all I care is about paying it because it's already the [PII] and I normally do this on the [PII].
[CUSTOMER][NEUTRAL] And I, you know, do.
[AGENT][NEUTRAL] Oh, you have a 31 day grace grace period.
[CUSTOMER][NEGATIVE] OK, yeah, but still, you know, I don't want, I don't want [PII] yelling at me for not paying insurance, you know, it happened like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5 years ago.
[AGENT][NEUTRAL] I understand
[CUSTOMER][NEGATIVE] And she gave me, oh my God, I thought I was gonna be fired, so I'm like, you know what, this is not happening again, so.
[CUSTOMER][NEUTRAL] And I try, I try to use all the resources that I have until I get stuck and then I reach out to her and that, you know, I got to that point and, and she tried and she sent me back and said, you need to call. So that's why I'm calling you today. OK, I have.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEGATIVE] I have 6, I mean 5, it says no password, confirm no password, display name, given name and surname. What does that, the last 3, what does that mean?
[AGENT][NEUTRAL] Uh, do what now? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I have like, like, uh.
[CUSTOMER][NEGATIVE] 5 boxes. The first one is telling me to uh no password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then the other one says confirm no password, which I understand. Then it says display name, your display name, given name, uh.
[AGENT][NEUTRAL] That's gonna be the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your name, display name is the group?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. Given name, what is that? Given name.
[AGENT][NEUTRAL] Is it required?
[CUSTOMER][NEUTRAL] Actually, none of them has a requirement, it's just uh.
[CUSTOMER][NEUTRAL] Let me, let me try with the, with the new password. I gotta think of a new password, uh.
[CUSTOMER][NEUTRAL] You say the plain name is the, the group number, right?
[AGENT][NEUTRAL] The group name?
[CUSTOMER][NEUTRAL] Uh, display, you said your display name.
[AGENT][NEUTRAL] The group.
[CUSTOMER][NEUTRAL] Should that be GP battery?
[AGENT][NEUTRAL] I would put, that's what I would put.
[CUSTOMER][POSITIVE] Yeah, I'm gonna do that.
[AGENT][NEUTRAL] That's what everybody's
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see what happens.
[CUSTOMER][NEUTRAL] It says your account has been successfully created. Go to dashboard.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh let me see if I can log in now.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Uh, you said, I mean, when I click, I, I, I got access.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But when I clicked on the on the invoicing it said due to schedule maintenance, the ability to download your invoice is unavailable at this time. For a system, please email our billing team, our care team.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, you cannot, you cannot download one. No, sir, I do apologize, but once you make your payment online, you will get a confirmation, but we, as far as downloading it, um, that is unavailable at the at the moment they are working on that and I do apologize for that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, do you have on your records uh like a balance due? Or is there a way that from your end you can send me an invoice?
[CUSTOMER][NEUTRAL] I mean, I, I, I probably hasn't changed, and I know it's $470.10 but I, I, I, I don't have a copy of it. I think I don't.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, um, [PII] can um request an invoice if she'll send an email.
[AGENT][NEUTRAL] Since that's what we've got on file, she would have to be the one that she can send an email to our care team and they would be able to send her an invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] What's the, the, the email address to request it?
[AGENT][NEUTRAL] The email address to request it is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And, and, um,
[CUSTOMER][NEUTRAL] Through this, through this um website, I will be able to make payments later on after maintenance is over.
[AGENT][NEUTRAL] Yes, sir, you would, if you, and if you have any changes, yes, sir, you would be able to make those changes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You would still be able to make those changes online and everything before you make your payment.
[CUSTOMER][NEUTRAL] All right, I think.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. So, I mean, I, I, I, I think this is it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And then, um, [PII] would be able to go to many chooseers and add you.
[CUSTOMER][NEUTRAL] Oh, hold on a second. I, I, I, I have it on the line. Let me, let me, let me merge the, the.
[CUSTOMER][NEUTRAL] The call.
[CUSTOMER][NEUTRAL] Hi [PII]. Yeah, I, I, I I'm, I'm with the, with the, with [PII] from APL. OK. I was able to, to, you know, open the account, uh, she said if you request the, the, the invoice, it will, it will be emailed to you, but right now, uh, uh, the system is under maintenance.
[CUSTOMER][NEGATIVE] And uh I cannot print an invoice or make a payment.
[AGENT][NEUTRAL] You can make the payment you just can't make the, you just can't um print the invoice.
[CUSTOMER][NEUTRAL] OK, so what?
[AGENT][NEUTRAL] The payment can be made.
[CUSTOMER][NEGATIVE] Yeah, but it doesn't allow me to make a payment. It, it doesn't, you know, I normally pay online.
[AGENT][NEUTRAL] Yes, sir, it does.
[AGENT][NEUTRAL] If you'll go online, um.
[AGENT][NEUTRAL] Go and hit the invoice number.
[CUSTOMER][NEUTRAL] I mean I don't have any any any link where I can get the information.
[AGENT][NEUTRAL] Yeah, you should be able to pull up my invoices.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't, I don't see anything that, you know. OK, well how can I assist on this? How can I help on this matter? Cause I need to jump on another call. So, how?
[CUSTOMER][NEUTRAL] What do you need from me at this point?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] He wants he wants a copy of the invoice which is fine, but we would need that uh we would need you to send a um email to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And they would be able to send you a.
[CUSTOMER][NEUTRAL] OK, so the
[CUSTOMER][NEUTRAL] Let me ask you something, can you at least confirm if the invoice for this month is the same amount of last month?
[CUSTOMER][NEUTRAL] Yeah, I gave her the num, it should be 477 and 10 cents, that's what we paid last month.
[AGENT][NEUTRAL] Uh, just a moment, and I sure can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] It is? OK perfect [PII], so just go ahead and send the payment and and don't worry about printing the invoice whenever we get we gain access. This is just for uh it's for because the page or your site is down, right? We will be able to log in after when it's all repaired.
[AGENT][NEUTRAL] Uh, you should be able to log in and um pay the invoice now. You'll be able to do that now. um I I'm not sure why he's not able to unless it's because it's under your name, but um.
[AGENT][NEUTRAL] As a user, you could add him as a user.
[CUSTOMER][NEUTRAL] But he's, he's always, yeah.
[AGENT][NEUTRAL] But you could add him as a
[CUSTOMER][NEUTRAL] He's always been the
[AGENT][NEUTRAL] And you would be able to.
[CUSTOMER][NEUTRAL] Yeah, he has my credentials, and then he's always been the, the person paying for the invoice. Yeah, so if he can't, I wouldn't be able to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, he should be able to get on there.
[AGENT][NEUTRAL] They should be able to get on there and do it. uh, we haven't had any problems with that um just, just right now we have not had the been able to print the invoices or.
[AGENT][NEUTRAL] Group has not been able to print the invoices.
[CUSTOMER][NEUTRAL] Could, could you give me
[CUSTOMER][NEUTRAL] Could you give me the, the, the, the website where I can pay? Because I, I mean, I, I have a safe and when I click it gave me this different page unless it's different.
[AGENT][NEUTRAL] It is different.
[CUSTOMER][NEUTRAL] Do, do you have that, that
[CUSTOMER][NEUTRAL] OK, because maybe I access a site that I, I, you know, that is just for [PII].
[CUSTOMER][NEUTRAL] I only want to pay the invoice so.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] It is different. It's gonna show open invoices it's just gonna be a main street it's gonna look different.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] They used to be where it says.
[CUSTOMER][NEUTRAL] Can you give me that, that, uh.
[AGENT][NEUTRAL] It's the same thing.
[AGENT][NEUTRAL] When you're on the, on the, on the dash, you're on the dashboard, you picked my group.
[CUSTOMER][NEUTRAL] I mean, that, that's what I thought, but
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he says, I mean, there's 3 tabs group details, invoicing, and employees invoicing, I click.
[AGENT][NEUTRAL] Invoice, invoicing, mhm.
[CUSTOMER][NEGATIVE] It doesn't say my invoice it says invoicing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] And, and, you know, he gave me a uh
[CUSTOMER][NEUTRAL] A message that
[CUSTOMER][NEGATIVE] They they're not available to download invoice at the time for for to to schedule maintenance. I wanna pay.
[CUSTOMER][NEGATIVE] And and and I I don't see that option anywhere.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On the dashboard it says now what what was the other options? I'm sorry.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I mean, on the dashboard says members go to group, my broker, go to broker, you mentioned [PII].
[AGENT][POSITIVE] Got a great. I agree. I'm the great.
[CUSTOMER][NEUTRAL] OK, got a group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm on the same.
[AGENT][NEUTRAL] OK. When you go to group, what does it say?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] When, when, OK, when I, when I went to group.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There's 3 tabs, uh, group details, invoicing, and employees.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Go to invoicing you're still gonna have to go to invoicing and it says you'll be able to uh view your invoices.
[CUSTOMER][NEUTRAL] Yeah, when I click on it, it, it gives me a message. It says due to schedule maintenance, the ability to download your invoice is unavailable at this time. For assistance, please email our billing team at [PII]. Yeah, that's the, the address you gave me. But then it says open invoice, no open invoices, so mega invoices, no submega invoices.
[AGENT][NEUTRAL] OK, I'll
[AGENT][NEUTRAL] Go to your open invoices.
[CUSTOMER][NEUTRAL] Um, I mean, it doesn't let me.
[AGENT][NEUTRAL] It doesn't let you.
[CUSTOMER][NEUTRAL] It said, it said no open invoices, no sub submitted invoices, and no pay invoices. It's kind of like, it seems like a like a totally new page for me, so I'm wondering if I'm on the right website.
[CUSTOMER][NEUTRAL] Maybe, maybe this website is for her to, to manage the, the, the insurer, employees and there might be another website where I can download the invoice and pay. I'm not sure.
[CUSTOMER][NEUTRAL] But I, I have, I've been, you know, like the way I do it, I saved the link on a file called my favorites and I click and I access. When I did it this time, I had a different uh look on the page.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And that's why, you know,
[AGENT][NEUTRAL] That is correct. It is, it has been new. That's the reason why there is a new for it is new, um, a new set up, so, um.
[CUSTOMER][NEUTRAL] Normally
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's, that's it, it should have sent you to the new website like you said, um.
[AGENT][NEUTRAL] And then they with everything set up now.
[CUSTOMER][NEUTRAL] Let me, let, hold on a second. I, I click on resource center. Let me see if I get anything now this is, this is something else.
[CUSTOMER][NEUTRAL] No, uh,
[CUSTOMER][NEGATIVE] I'm returning to OSC.
[CUSTOMER][NEUTRAL] Yeah, now it says we're experiencing an issue retrieving your data. Please try again later.
[AGENT][NEUTRAL] OK, so they may be, it may be down for maintenance then, um, if you want to uh try again later.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And see, um, so if that's the case, then if you're getting that error all and through then that's that's what it is.
[CUSTOMER][POSITIVE] Yeah, I will do that.
[CUSTOMER][NEUTRAL] Yeah, I mean I at least I was able to, to, to get through the website.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I guess from, if I, if I have the ability to pay, I just need to let her know, you know, to, to change the
[CUSTOMER][NEUTRAL] You know, the credentials, if, if, if you.
[AGENT][NEUTRAL] Well, like I said, you can, uh, do the manage users and, and then once she does that and adds you she can put your username, whatever you're gonna be you you create a username for you, um, and with your credentials.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Is what she would do, what would be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then maybe once that's done as well you would be able to log in under your credentials and be able to pay the invoice.
[AGENT][NEUTRAL] You'd, you'd be able to pay the invoice through your credentials as well, once, once your account once yours is set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you have a due date on the invoice just in case? You say you don't have a grace period of how many days? 30?
[AGENT][NEUTRAL] You do have a, you do have a 30, 30 day, yes, sir.
[CUSTOMER][NEUTRAL] Yeah, but what's the due date, the first?
[AGENT][NEUTRAL] Uh, there's, uh, let's see what it says on the actual.
[AGENT][NEUTRAL] It's usually about the [PII], so.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] But you do have a thirty-day grace.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I mean, just, just please make a note that I'm that I'm one of your best paying customers.
[AGENT][NEUTRAL] I am.
[AGENT][NEUTRAL] I am gonna make a pay, uh, make a note that you are trying to pay as well. Um, so,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And say and I will make a note. So but if it's saying that it's down for maintenance, it's, it's very possible that that could be so and and like I said you could try again and if not then you send you can send an email to us at the care team and let them know what's going on and that is someone to get be able to.
[CUSTOMER][NEUTRAL] For now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Check on that.
[CUSTOMER][NEUTRAL] Yeah, I, I did got out and got back in, but then I got the, the, the message, but at least I did, it didn't take me to like try to open an account, so I, I think I got through.
[AGENT][NEUTRAL] OK, I do see that it's set up. I did see that it is set up.
[CUSTOMER][NEUTRAL] So I just got away maybe, maybe one day I I.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] So, I mean, I, I, I, I think, uh, you know, we made some progress, so I, I, I truly appreciate your help and patience with me.
[AGENT][POSITIVE] Oh, you're, you're welcome, [PII]. Thank you for your patience as well.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So I mean if, if anything, I, I either call again or, or, or email, I already got the, the, the.
[CUSTOMER][NEUTRAL] The email address [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh go from there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If anything.
[AGENT][NEUTRAL] All right, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that will be all. Thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII], and you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Have a good day as well.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm.