AccountId: 011433970860
ContactId: cfb15729-8c17-4889-bdbe-559d56b569c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305730 ms
Total Talk Time (AGENT): 165006 ms
Total Talk Time (CUSTOMER): 113487 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/cfb15729-8c17-4889-bdbe-559d56b569c3_20250625T18:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I have an email saying that my premium is past due and I went into the APL, um, I don't know, portal or whatever it is, and I'm trying to pay the bill. I don't see where I do that. Um, can you help me?
[AGENT][NEUTRAL] Mhm. Sure, yes, I can help you. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. The uh phone number is [PII]. I'm calling on behalf of Mr. Auto Glass.
[AGENT][NEUTRAL] OK. And may I have the group number?
[CUSTOMER][NEUTRAL] Uh, I think it's 249-85.
[AGENT][NEUTRAL] OK, let me try that one moment.
[AGENT][NEUTRAL] OK, Ms. [PII], I need to verify the mailing address and email address for verification.
[CUSTOMER][NEUTRAL] Um, email address is [PII], and mailing should be [PII].
[AGENT][NEUTRAL] OK, thank you. Alright, let me check the story really quick and then we can go over to the website and get us set up. Um, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yes, it looks like you do for me.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. All right, so let me go ahead and get you set up with the system. We have changed our platform and everybody needed to recreate the account. We did send an email back at the end of May, uh, for that, but I can go ahead and follow you through the process, OK? So, um, if you go to our website at [PII] or [PII], whichever is easier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, I'm already in the portal, the [PII] and I'm in my thing, my dashboard.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you're already in the dashboard?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, so you already created the account and everything. OK, perfect. OK, so you're trying to find out where, where to pay the, the invoice?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, to go to my group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're gonna see um invoicing and you're gonna click on open invoices.
[CUSTOMER][NEUTRAL] Says due to scheduled maintenance, the ability to download your invoice is unavailable at this time. For assistance, please email our billing team at this.
[AGENT][NEUTRAL] Yeah, that's just for you to get a copy of it, but to submit the invoice and payment, um, that, that you can disregard that message. Yeah, that's just to print it out. So you're gonna scroll and you're gonna review and if you need to submit, you can go ahead and click submit after you review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I clicked on I have the up top it says open invoices and it has 3 of them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do I just click on the latest one?
[AGENT][NEUTRAL] Um, you can click on the, basically, you're gonna, I don't know which one you wanna pay first. If you're gonna pay the one for May, I will go ahead and click on the one for May 1st and then June and then July or whichever way you want to pay them. It's up to you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Because I may
[CUSTOMER][NEGATIVE] OK, it says unable to find the invoice you're looking for. If this error persists, please contact customer service and give me a number, and that's what I called.
[AGENT][NEUTRAL] ignore that message you're gonna see the invoice. You're gonna see that you can submit that invoice so um keep scrolling down and you will see where it says review and submit invoice.
[CUSTOMER][NEUTRAL] OK, let me get back to it because I got off of it. Um, OK, so I clicked on it. Oh, now it showed up. It did not show up before. I swear to God. All it said was that other thing.
[AGENT][NEUTRAL] OK, it's OK.
[AGENT][POSITIVE] Uh, nursing, trust me, I hope yeah.
[CUSTOMER][NEUTRAL] I sure right after visitation.
[CUSTOMER][NEUTRAL] Yeah, I, I did that like 3 times and it it always came up with that message. It just now showed me the link to submit the input.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, I believe you.
[AGENT][POSITIVE] Yes, I believe you have got uh a lot of calls like that, so you're not the only one. So it's OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] That's why I keep saying ignore, ignore it because I already got that call yeah it's like, OK.
[CUSTOMER][NEUTRAL] OK, and then I can do it
[CUSTOMER][NEUTRAL] OK, gotcha.
[CUSTOMER][POSITIVE] OK, so now I understand how to play. This was pretty easy since it actually works.
[AGENT][NEUTRAL] Yes, uh, uh, OK. Is there anything else I may help you with today? Any other questions, concerns, any other help I can assist you with?
[CUSTOMER][POSITIVE] No, uh, that looks like it. You already have all my information so I just go and I hit submit an invoice submitted. OK, cool. That was easy. Now that works. Thank you.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. You're welcome. Have a good afternoon. Thank you for calling ATL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK bye.