AccountId: 011433970860
ContactId: e3d00a3e-b41c-4161-b3c2-86e6a54ffaee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 609299 ms
Total Talk Time (AGENT): 223504 ms
Total Talk Time (CUSTOMER): 360481 ms
Interruptions: 8
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/e3d00a3e-b41c-4161-b3c2-86e6a54ffaee_20250324T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team um I have a group on the line that she's having trouble. I, I verified her information, but she's saying that when she goes to reset the password it says it doesn't allow it and she's wanting to make an invoice payment so I'm not sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I is that something you could possibly help? OK, um, I've got [PII].
[AGENT][POSITIVE] Yeah, I can help her.
[AGENT][NEUTRAL] Mhm yeah definitely what's her group number?
[CUSTOMER][NEUTRAL] Uh, group number is 269-51.
[AGENT][NEUTRAL] OK, let's see, and you said you have [PII]?
[CUSTOMER][NEUTRAL] Uh huh and I've got her callback number [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] OK, perfect. Thank you for that, [PII]. I'm ready for her and I, I should be able to help her.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Mm, no problem, thank you.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm trying to set up, you know, try to pay online, but it's like getting it's, it's not letting me, so I was wondering if you will be able to help me.
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, I can absolutely help you.
[CUSTOMER][NEUTRAL] I try
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am on this I log in and it says online service center welcome and when I tried to first I put new user but she said I have already set up and so I tried to put it on with my password and the password was not taking it so I said let me reset the password and they are saying there's doesn't appear to be any reset options set up on your account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if and then they said to call so that's why I'm calling.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. Well, I can definitely help you with that. So um I have the option to reset your password for you. Would you like me to reset your password and then I can give you that password and then we can try and see if that works?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. OK, you want to are you ready?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, let me see.
[CUSTOMER][NEUTRAL] Just put [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Number sign.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it says it must be at least 8 characters.
[AGENT][NEUTRAL] Um, at least one uppercase, one lower case, um, let me see, 123.
[CUSTOMER][NEUTRAL] Oh, so it's not a I tell you what I gave you.
[CUSTOMER][NEGATIVE] It's not.
[AGENT][NEUTRAL] It looks like it is um I think.
[AGENT][NEUTRAL] OK, it's, it's the number sign. It doesn't like the number sign. It needs to be a dollar sign.
[CUSTOMER][NEUTRAL] OK. OK. Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK, we put dollar sign, per dollar sign.
[AGENT][NEUTRAL] Exclamation point something like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you repeat the password back to me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] CMA dollar signed [PII].
[AGENT][NEUTRAL] OK, let's try that, see if that works. [PII] CMA dollar [PII]. OK, it likes that one. Hang on just a second and let me save it.
[CUSTOMER][NEUTRAL] Mhm and I can set up automatic payments in in there?
[AGENT][NEUTRAL] So we don't offer automatic payments you would have to go in each month and submit and schedule your payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so try to log in now.
[CUSTOMER][NEUTRAL] And what can you tell me the due date? Can you tell me the due date, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Let me look and see.
[CUSTOMER][NEUTRAL] Well, I will have to go back and and start all over, no, because log in. OK, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's uh my log in uh user ID is [PII], correct?
[AGENT][NEUTRAL] Uh, no, so let's see.
[AGENT][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So it's um it's showing as [PII]. That's what it's showing as, yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] is your username.
[CUSTOMER][NEUTRAL] OK, that's why I didn't put it. That's why I didn't remember setting up that password, but it doesn't matter.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm and then we just updated it, so try that new password and it should let you in and then we'll look at your pay your invoices.
[CUSTOMER][NEUTRAL] Yes, let me go in OK.
[AGENT][POSITIVE] Perfect. OK, perfect, so let me pull up your invoices and we'll see what you have.
[CUSTOMER][NEUTRAL] Uh, they say banking information right here on the address to the mail group has changed click here for OK that I don't know what they are saying APL banking information for ACH payments and the address to mail group premium have changed. Click here to see the important. OK. They're telling me that I owe 3 invoices 231.
[AGENT][NEUTRAL] Yes, that just
[AGENT][NEUTRAL] Yes, that notice.
[AGENT][POSITIVE] Yes ma'am and that notice just means.
[CUSTOMER][NEUTRAL] So I have to select all of what each one yeah, go ahead, I'm sorry.
[AGENT][NEUTRAL] Sorry, yes ma'am, you'll have to select each one and submit each one individually.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No important billing. OK, wait, because I that I lose that, that, that side again. It's not appearing now. I only said my billing.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But it doesn't show my invoices now loading loading invoices.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I click here.
[AGENT][NEUTRAL] Yes ma'am and you'll open up each invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I pay each one by payment OK.
[AGENT][NEUTRAL] Yes ma'am, and so
[AGENT][NEUTRAL] Once you open it, the billing details.
[CUSTOMER][NEUTRAL] But hold on a minute it doesn't let me.
[CUSTOMER][NEUTRAL] OK, now it says looks like we are experienced technically. Oh my [PII], it's telling me, let me see, see, apparently you're having problems with your.
[CUSTOMER][NEUTRAL] I'm talking.
[CUSTOMER][NEUTRAL] The yellow chey.
[CUSTOMER][NEUTRAL] Come with us.
[CUSTOMER][NEUTRAL] What about you?
[CUSTOMER][NEUTRAL] See you like me to look at my car.
[CUSTOMER][NEUTRAL] Greci.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Last highlighter te te pelado.
[CUSTOMER][NEUTRAL] No, no, C, Cortado oar.
[CUSTOMER][NEUTRAL] I'm trying to click on the invoice finally it came out OK that but now I, I see the I see the the invoice 813757. I'm looking at it, but how do I go to payments?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. It might be a little slow today.
[AGENT][NEUTRAL] OK, so click the invoice and once it opens up below your billing details will pull in and you'll see a line that shows save changes, cancel changes and submit invoice so you'll click submit invoice.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I don't see anything. wait, wait, wait, wait. I only see invoice detail and it says 41 and it's to give me the amount. I scroll down and it's empty and I don't have anything else to put.
[AGENT][NEUTRAL] OK, you have to click one of them so if you click over it, um, you'll see it it kind of turns blue you'll have to click each invoice.
[CUSTOMER][NEUTRAL] I, I already click in one invoice and it came out. It, it, it popped the invoice completely. Let me, let me, let me close this hold on or enable editing. Let me see.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] So you won't, you won't have, it's not the, um, it's not the download.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Um, that's just to save a copy of your invoice.
[CUSTOMER][NEUTRAL] No, no, no, no, wait, yeah, yeah, yeah, yes, yes, so let me just print this invoice so I have it, but I don't need to print this. Let me go back. I don't know how I could go back now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] was
[CUSTOMER][NEUTRAL] I have my employees recent activity loading invoices. Let me see if they loaded again.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] This isn't that user friendly at all.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] It says please select an invoice but I don't get any invoice.
[CUSTOMER][NEUTRAL] Loading invoices. Should I try later on to see if I could get it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It looks like we are experiencing. Oh, you are experiencing any difficulty. Let me call. Let me try doing it in a while, OK.
[AGENT][NEUTRAL] Ma'am,
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] It it could be um our invoices just generated and so if a lot of groups are trying to log in it might be running kind of slow for you um so you might get that error um just with so much traffic on the website um are you using Google Chrome?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so I would just if you got an error I would just try to refresh it and see if you can load it again.
[CUSTOMER][POSITIVE] OK, I would do that. OK, and then I, if I have a problem I call back. OK, thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, so you'll just click the um the invoice and open it up and it'll pull up um you'll see a submit button, OK? um.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] OK, yes ma'am. Well, if you, if you have any questions just give us a call and I'd be happy to walk you through the rest of the process, um, if you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, thank you very much OK bye.
[AGENT][POSITIVE] OK, yes ma'am, thank you for calling APL.