AccountId: 011433970860
ContactId: d8b8eaf1-e18d-4117-b5d2-f1bf5a4418c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527059 ms
Total Talk Time (AGENT): 187468 ms
Total Talk Time (CUSTOMER): 205082 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d8b8eaf1-e18d-4117-b5d2-f1bf5a4418c4_20250603T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, this is [PII], HR manager with Qit. I was calling about our account, a group of 24891.
[AGENT][NEUTRAL] OK, what's going on, [PII]?
[CUSTOMER][NEUTRAL] Um, two issues, um, one's a billing and one's a, um, both have to do with using the website. Um, I'm fairly new with the company, so I'm just, I just got recently access to the APL, um, website. Um, two things. 111 is, um, with [PII]. It looks like she hasn't worked here since, um, I think she used to be the old HR manager before the previous one, she's still in here. I'm not sure why, how that happened, but, um, I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, she's like on the invoice?
[CUSTOMER][NEUTRAL] Yeah, she's on the invoice. I looked at her, she hasn't been here since [PII].
[CUSTOMER][NEUTRAL] Not sure how that stayed on so long, so that's the first question I, I, I went in there to try to, I, I don't know how far normally can you go back retro um with with terms.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] You know what, that's a good question. Let me see here. I'm not.
[CUSTOMER][NEGATIVE] Yeah, first I tried going back to [PII] and it didn't work and then I tried um I think [PII], and I tried [PII] even [PII] is not working so I don't know if there's a website issue.
[AGENT][NEUTRAL] Well, I will say this, [PII], it might be because so this is a new platform and they were having some, you know, issues with it the last like 24 hours, so on the newer platform I'm not certain how far you can go back on that um I can try and.
[CUSTOMER][NEUTRAL] And then my, my second
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm, I, I mean at this point I just want to get her I want to get her off.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, the 2nd, 2nd question, the second question I have is the, um, just paying the bills. I went to.
[CUSTOMER][NEUTRAL] Invoicing
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I, I'm assuming I can pay because it looks like we haven't paid since May. I started in April. Looks like we haven't paid as of the, uh, it looks like, uh, we don't have invoice bill date 51 paid yet or is that, wait, that looks like I submitted it, but it's not paid.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean I'm assuming you can you can pay through the website right? with the credit card?
[AGENT][NEUTRAL] Let me see.
[AGENT][POSITIVE] Yeah yeah absolutely so yeah I see we it shows on my side the May and then June invoice are still showing outstanding.
[CUSTOMER][NEUTRAL] Yeah, we need to get those paid um.
[CUSTOMER][NEGATIVE] So two issues. What, so going back, but going back to um to to Pam Adamo, um, yeah, it's not working. I'm getting an error. It says call this number.
[AGENT][NEUTRAL] OK, so yeah, I may need to reach out to another department as far as um getting her removed. What we need to do on that. Um, so let me double check on that and then what, the only other
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did you have any issues making the payment online, or?
[CUSTOMER][NEUTRAL] Well, I'm not sure how to do it like say I'm, I'm in there right now. I'm gonna click on the invoice submit an invoice, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can say I can print a coupon. There's no, there's no way to pay. Where, where's billing? Like, I'm in there. I'm seeing the invoice, but where, where's the billing? Is it on the dashboard? Where do I go to?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] To pay I don't even see a way to pay.
[AGENT][NEUTRAL] OK, let me pull this up.
[CUSTOMER][POSITIVE] I think I just found something. I went to home and now here's billing maybe that'll be it.
[AGENT][NEUTRAL] Yeah, it says click the invoicing tab manage your billing, so it should be under my group.
[CUSTOMER][NEUTRAL] Let me go back let me see.
[CUSTOMER][NEUTRAL] OK, so I'm clicking on my group.
[CUSTOMER][NEUTRAL] I see the invoicing.
[AGENT][NEUTRAL] OK, so yeah it says click invoicing.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] From here you can adjust and.
[CUSTOMER][NEUTRAL] Oh it says due to scheduled maintenance the ability to download your invoice is unavailable at this time.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] For assistance, please email our billing team.
[AGENT][NEUTRAL] But OK, let me see.
[CUSTOMER][NEUTRAL] I just wanna pay
[AGENT][POSITIVE] Yeah, no I got you OK.
[AGENT][NEUTRAL] Um, all right, let me just get somebody on the line over there. They can take the payment over the phone from you, [PII], um.
[CUSTOMER][POSITIVE] That'll work, yeah.
[AGENT][POSITIVE] Yeah absolutely so um let me just get a good call back number in case something happens on the transfer.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you just gonna do May or we doing both May and June?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What do they, what does it normally do?
[AGENT][NEUTRAL] Uh, bill date says 61 on here, but.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I was just gonna let the.
[CUSTOMER][NEUTRAL] At least wanna do the May, maybe the June. I, I generally best practice try to do them separately. I mean best practice.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no worries. Yeah, no, no, no worries.
[CUSTOMER][POSITIVE] But yeah, let's let's let's let's let's start with, with, with May and then uh hopefully this website is working. I'd like to be able to try to pay June through the website.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, no, absolutely. And I'm sorry for that. It's been kind of
[CUSTOMER][POSITIVE] But I wanna get May paid since since we're already past May we gotta get that paid so.
[AGENT][POSITIVE] Yeah, I know for sure, yeah, we've had a couple of snafus with the uh launch of the new site, so give me just a second and I'll get somebody um on the line for billing, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If we have
[AGENT][NEUTRAL] A contact for a group.
[AGENT][NEUTRAL] Wanting to pay.
[AGENT][NEUTRAL] We still just call group billing, correct?
[AGENT][NEUTRAL] Yes I'm unsure on that.
[AGENT][POSITIVE] Alright, that works out.
[AGENT][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] It will have to do so.
[AGENT][NEUTRAL] We are.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright, just making sure, bro, I don't know.
[AGENT][POSITIVE] I hope that was the right one.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in customer care. I have a contact with a group that needs to make a payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Group number is 24891.
[AGENT][NEUTRAL] And we're speaking with [PII].
[CUSTOMER][NEUTRAL] Argo Holdings.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alrighty, send him on.
[AGENT][NEUTRAL] OK, here he comes.
[CUSTOMER][NEUTRAL] This is [PII], can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] with Qit.
[CUSTOMER][NEUTRAL] Yes