AccountId: 011433970860
ContactId: cc2c0cb2-438a-4691-b776-68e308714baa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409149 ms
Total Talk Time (AGENT): 214714 ms
Total Talk Time (CUSTOMER): 136006 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/cc2c0cb2-438a-4691-b776-68e308714baa_20250602T18:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], I have, I've been having a problem all morning trying to log into the APL to pay our invoice. I did finally get in, but now it's not allowing me to process it.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK, so you're the admin for the group and you have gotten logged into the portal, but it's not allowing you to make the payment?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Yeah, I finally did. I found you know what I ended up doing? I ended up going out of Google and and logging in through Microsoft and then it allowed me, so I don't know what's going on with that. So now I'm finally in here when I went to submit the invoice and submit payment, nothing's changed, it's telling me I have to call.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I think there's just something going on with the website.
[AGENT][POSITIVE] OK, so I do know that it, it was down earlier today and uh the IT department was working on it. So I mean, I'm glad to hear that at least you were able to sign in now, um.
[CUSTOMER][NEUTRAL] I did yeah I did get logged in, yeah.
[AGENT][POSITIVE] So that's, that's great. OK, so what I'm gonna need to do first off is to pull up the group's information and verify some things with you to see if I can possibly help you and if not then I'll try and get you connected with someone.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Who might be able to assist you a little more with that since you are logged in now so give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and who am I speaking with, please?
[CUSTOMER][NEUTRAL] Mm, [PII].
[AGENT][NEUTRAL] Thank you. And what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Thank you and the group number, please?
[CUSTOMER][NEUTRAL] 245-51.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, [PII], so if you could please verify the name of the group and then also the address first off.
[CUSTOMER][NEUTRAL] Alright, it's been out at [PII], and it's [PII].
[AGENT][NEUTRAL] Thank you. And then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the phone number, the primary number we do have on file for the group is the same as the one you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. So will it let you, OK, so now that you're logged in, [PII], does it let you see your invoices? I'm so we can, I'm just gonna have to try to troubleshoot.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yep, and it, yep, it lets me see it, it lets me submit it and and then I go to pay it ACH. all my bank information is already in there, but you know I do it every month and then when you hit submit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It comes up this little window and hold on a minute I'll tell you what it says.
[AGENT][NEUTRAL] Is there, yeah, what I want you to tell me what it says, but I may also, if you're able to like take a snippet of what you're seeing and oh.
[CUSTOMER][POSITIVE] It's already gone. it's, yeah, it it comes and goes really quick. It's just like it's just a real quick, you know, it I can try real quick. Let me see.
[AGENT][NEUTRAL] And email it to us.
[AGENT][NEUTRAL] I mean, even if you could like.
[CUSTOMER][NEGATIVE] There was an error processing your request. If the error persists, please contact customer service.
[AGENT][NEUTRAL] Take it with your
[AGENT][NEUTRAL] Let.
[CUSTOMER][NEUTRAL] I think I got it before it went away hold on, I did.
[CUSTOMER][NEUTRAL] I did get it so.
[AGENT][NEUTRAL] OK, can you send that to care team?
[AGENT][NEUTRAL] [PII]. Yeah, sure.
[CUSTOMER][NEUTRAL] Hold on just a minute.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you, so I mean again I just wanna ask you a couple of questions so I don't mean for it to be redundant, but you did create your new profile.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] In the portal. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's your favorite
[CUSTOMER][NEUTRAL] OK, what's the email address?
[AGENT][NEUTRAL] Uh, [PII] team.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you would reference [PII], the group number, obviously.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just a brief description that, you know, you're able to sign in, you're able to submit.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then, you know,
[AGENT][NEUTRAL] Just the stage at which you're getting this message that you could see your you know you can go all the way to the submit, but once you receive, once you click submit, that's when you're getting.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The following error message and am I correct in that my overview? OK, OK, because we're gonna need to have them to look at that if it's letting you get that far.
[CUSTOMER][NEUTRAL] Yep, yep.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] in the
[CUSTOMER][NEUTRAL] Alright, and everything's on there already so.
[AGENT][NEUTRAL] Yes, and give me just a moment because I'm look OK you did just send it. OK, so someone will we and I can't say that it will be today because they're gonna have to take a look at that, but um.
[CUSTOMER][NEUTRAL] OK, I just sent it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we will be back in touch with you and your contact information is included in there, is that correct in your email?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yes, yes it is.
[AGENT][NEUTRAL] OK. And I'm gonna make a note on the group's information as well that you and I spoke.
[CUSTOMER][POSITIVE] OK, very good.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else, [PII], that I can help you with at the moment?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] Uh, OK. Well, you're welcome, and I, again, I am sorry for the inconvenience.
[CUSTOMER][POSITIVE] Yeah yeah no worries we'll get it figured out.
[AGENT][POSITIVE] OK. Well, thank you again for calling APL and understanding and I hope that you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.