AccountId: 011433970860
ContactId: ca946a76-e652-47da-ae2a-3f189d2b0b23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368700 ms
Total Talk Time (AGENT): 146076 ms
Total Talk Time (CUSTOMER): 135453 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/ca946a76-e652-47da-ae2a-3f189d2b0b23_20250605T19:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. This is [PII].
[CUSTOMER][NEUTRAL] I'm calling from Grenada Insurance Company and I am online trying to make uh the payment for our invoice for our June invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm not able to do so. Um, I'm not sure if it's that I don't know how to navigate this new system or
[AGENT][NEUTRAL] OK, uh, Ms. [PII].
[CUSTOMER][NEUTRAL] Maybe our account isn't out of date.
[AGENT][NEUTRAL] What's the group number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 20764.
[AGENT][NEUTRAL] 0764?
[CUSTOMER][NEUTRAL] 20764.
[AGENT][NEUTRAL] OK, and verify the name of that group.
[CUSTOMER][NEUTRAL] Um, it's Hatburn Holdings.
[AGENT][NEUTRAL] OK, thank you and you say you're trying to pay on an invoice for June and it's not letting you?
[CUSTOMER][NEGATIVE] Right, either it's not letting me or I'm not knowing where to go on this new portal to um to do so. I've, I've tried everything, but I can't figure it out.
[AGENT][NEUTRAL] OK, and you've already set up on the online account correct?
[AGENT][NEUTRAL] 20764.
[CUSTOMER][NEUTRAL] Yes, I also wanted to ask, do you, are you doing um auto debit?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Could we be set up on to do like no OK.
[AGENT][NEUTRAL] They don't do on auto pay, um.
[AGENT][NEUTRAL] And let me see if I can find a help guide.
[AGENT][NEUTRAL] I'm not 100% with the new one, but give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Should be under my group and then it should show um group details and then invoicing.
[CUSTOMER][NEUTRAL] Uh yes, I did go there.
[CUSTOMER][NEUTRAL] And it says, like a little box comes up. Yeah. Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Um, I would say you have to make sure that your banking and in words, banking information is added in. So at the top, um, top right corner, it's where your profile is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It should have it to where you can, I forgot what it is. Give me a second. I'm really trying to learn in this.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][NEUTRAL] Profile, yeah. I do see my saved payment method is, it is there.
[AGENT][NEUTRAL] OK, it is there?
[CUSTOMER][NEUTRAL] I do see that.
[AGENT][NEUTRAL] Um, and on
[CUSTOMER][NEUTRAL] I see the last four digits for the ABA. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And does it show the invoice number um under open invoices or submitted invoices?
[AGENT][NEUTRAL] Alright, just won't let me.
[CUSTOMER][NEUTRAL] Um, well, it says.
[CUSTOMER][NEUTRAL] When I click on that, uh, on invoicing it says no open invoice, no submitted invoices, and then it also says due to scheduled maintenance, the ability to download your invoice is unavailable at this time. For further assistance, please email our billing team.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I've been
[CUSTOMER][NEUTRAL] Trying this for a couple of days now. I just, you know, don't wanna be late on our payment or
[AGENT][NEUTRAL] Oh no, I understand. It's just um they're probably working on it because um.
[CUSTOMER][NEUTRAL] Like I'm not sure what.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] Yeah, like there's nowhere that I can click to make a payment at all. I mean, I've been through this whole portal and and there's nothing.
[AGENT][NEUTRAL] 20364. Let me see.
[AGENT][NEUTRAL] Uh, I don't show any open invoices. Um, let me see for June.
[AGENT][NEUTRAL] T R M A E.
[AGENT][NEUTRAL] It looks like June has been paid.
[AGENT][NEUTRAL] It showed it as a paid invoice.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And see.
[CUSTOMER][NEUTRAL] I'm not sure how because I'm the one that goes online and makes the payments and.
[CUSTOMER][NEUTRAL] That's weird. Um, what date?
[AGENT][NEUTRAL] Let me.
[AGENT][NEUTRAL] It shows [PII].
[AGENT][NEUTRAL] Uh, variable and see.
[AGENT][NEUTRAL] Looks like for 7:40, 30.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's showing that it was paid.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me see if it shows why.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh 70.
[CUSTOMER][NEUTRAL] OK. I mean, if it's paid then.
[AGENT][NEUTRAL] Yeah, because it looks like it's paid and then there was a lapse policy so I'm wondering if that was the reason why it's not showing the full amount, but I show that it's been paid.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, maybe me just going through the.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Going through this and just clicking every maybe I paid it I didn't even realize it, but um.
[CUSTOMER][NEUTRAL] OK. OK. I just wanted to confirm and just make sure everything was good on our end.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help.
[AGENT][NEUTRAL] That's weird it's.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.