AccountId: 011433970860
ContactId: d7435d44-a54d-4e75-a25a-619534d642cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333519 ms
Total Talk Time (AGENT): 141290 ms
Total Talk Time (CUSTOMER): 147421 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d7435d44-a54d-4e75-a25a-619534d642cc_20250624T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], um, my name is [PII] and I'm the administrator here for the group at uh Tropical Foods LLC.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] Trying to.
[CUSTOMER][NEUTRAL] Get
[CUSTOMER][NEUTRAL] To the invoice that you guys have a bill date of 71 invoice number 6,393,020.
[CUSTOMER][NEUTRAL] It says to please review and submit the invoice.
[CUSTOMER][NEGATIVE] Then when I click on it it just defaults out and says.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] To call you.
[AGENT][POSITIVE] Oh dear, I'm so sorry about that it might be uh that a lot of people on the site right now. I know a lot of people are still trying to get registered. Let me pull up uh your account real quick. Could you give me the, do you by chance have the group number?
[CUSTOMER][NEUTRAL] Uh, let's see here, 239-02.
[AGENT][NEUTRAL] And could you give me the physical address and phone number we have on file?
[CUSTOMER][NEUTRAL] Uh, the physical address will be Tropical Foods IC [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The office phone number is [PII].
[AGENT][POSITIVE] Awesome, I do have that. OK, let's see here.
[AGENT][NEGATIVE] So each time you click on it it just gives you the error.
[CUSTOMER][NEUTRAL] Yeah, all I know you guys.
[CUSTOMER][NEUTRAL] I don't know. I haven't seen one lately or did you stop mailing them?
[AGENT][NEUTRAL] I'm so sorry there was something that that blocked what you said. What was that?
[CUSTOMER][NEUTRAL] Did you stop mailing your invoices? You used to mail them.
[AGENT][NEUTRAL] No sir, that should, well, that this, this invoice here just got generated Monday so it should be still en route.
[CUSTOMER][NEUTRAL] OK, so what I used to be able to do was I would get the invoice either in the mail or go on your site.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And basically could just print or drag and drop the invoice.
[CUSTOMER][NEUTRAL] Uh, into our system, print it off and then pay it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Will I be able to do that in this new system?
[AGENT][NEUTRAL] You should be able to in the future download the PDF or the Excel file unfortunately they're working on a glitch for that right now so it's not done you you weren't able to do it, but I can send that to you um it is something that they're working on so it'll be available in the future.
[CUSTOMER][POSITIVE] Oh, that would be great if you can uh.
[CUSTOMER][NEUTRAL] Yeah, if you can just send me uh the.
[CUSTOMER][POSITIVE] PDF invoice that would be great.
[AGENT][NEUTRAL] Sure, and is [PII] still a good address to send that to?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Alright, and you're just needing the July invoice?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Alright, now, uh, did, were you saying though that you were having issues opening it or was it just the, the trying to print?
[CUSTOMER][NEGATIVE] It's basically said we're having troubles call this number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I just wanted to make sure you were able to open it and adjust it if you needed to.
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] I can get to a dashboard thing and see the invoice number and the amount.
[CUSTOMER][NEGATIVE] Then it says click on submit and pay so I clicked on that and then the bubble came up to call [PII] option 3 whatever it is.
[AGENT][NEGATIVE] But you can't see the detail.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] 323-902.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Because I compare that against my payroll records if everything's cool then I go in and pay the bill.
[AGENT][POSITIVE] Yes, sir. All right.
[CUSTOMER][NEUTRAL] No, I don't
[CUSTOMER][NEUTRAL] I think I pay off your portal. I could be wrong.
[CUSTOMER][NEGATIVE] it's not.
[AGENT][NEUTRAL] Well, we usually do, you know, we allow for that, so you should be able to submit it and then we have a place where you could save your um banking information, the the routing and account number. So I'm not sure what is preventing you from being able to submit it, but I'm sure it is just a temporary glitch at the moment.
[AGENT][NEUTRAL] Let's see here I'm just getting that invoice.
[CUSTOMER][NEUTRAL] Yes, you, I do you guys send me a payment confirmation. I'm looking at the last one I did on [PII].
[CUSTOMER][NEUTRAL] You send me a little email confirmation of payment, OK, alright, so if you send me the bill, uh.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] So I would just maybe yes sir I'm gonna do that right now.
[CUSTOMER][NEUTRAL] OK and then um.
[AGENT][NEUTRAL] Apologize.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Should I just try maybe tomorrow?
[AGENT][NEUTRAL] I would, yeah, maybe give it a day or so it might be just uh a glitch at the moment because you should be able to view it, adjust it if you need to make adjustments and submit it with the payment so I'm thinking maybe it's just something that's going on with the site at the moment.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] OK, so I'm gonna get that over to you straight away. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Awesome you have a great rest of your week and I'll get this straight over to you. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.