AccountId: 011433970860
ContactId: e4756d1c-a782-4a90-9bb7-8841d1fe6c38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341200 ms
Total Talk Time (AGENT): 114750 ms
Total Talk Time (CUSTOMER): 143232 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e4756d1c-a782-4a90-9bb7-8841d1fe6c38_20250609T13:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yes, uh, good morning. I'm trying to make my payment online as I always have, and I'm having a very difficult time logging in.
[CUSTOMER][NEUTRAL] So I'm not sure is this uh uh a problem with your internal payment server right now or is there are you guys having issues?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you trying to make a payment for the group?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII], I can give you the group number.
[AGENT][NEUTRAL] Uh, please.
[CUSTOMER][NEUTRAL] 80078
[AGENT][POSITIVE] OK, thank you so much, give me one moment please.
[CUSTOMER][NEUTRAL] And I had to create a new
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Um, log in, I guess it was, there was some issues.
[AGENT][NEUTRAL] Uh, yes, sir, you have to create another account because our online service center was updated, so you have to create a new account.
[CUSTOMER][NEUTRAL] And I did do that and I, and I thought I was gonna get to the um I was trying to make that ACH payment like I usually have and it kept saying there's been a problem there's been a problem gonna go through so I'm trying to find out if that's an internal problem on your end or something on my end.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] You wanna click on the invoicing um on my page it says due to scheduled maintenance, the ability to download your invoice is unavailable at this time.
[CUSTOMER][NEUTRAL] But then it does pull it up.
[AGENT][NEUTRAL] And did you reenter your banking information?
[CUSTOMER][NEGATIVE] It didn't give me that option.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where would I, where would I enter that?
[AGENT][NEUTRAL] If you look over to your right, uh, there should be some initials, um, in a little blue box you click on it, it'll be your profile.
[AGENT][NEUTRAL] And let me pull up that.
[CUSTOMER][NEUTRAL] Well, block just says you. I don't know if that's user. I mean, I don't know, you know.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] My profile, I mean I guess I could check that.
[AGENT][NEUTRAL] Group, yes, your profile.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I believe it's still showing the correct my payment method is still in there.
[AGENT][NEUTRAL] OK, so the OK.
[AGENT][NEUTRAL] And as it shows uh when you go into the invoicing, does it show like um open invoices?
[CUSTOMER][NEUTRAL] It does like I said, that's that's I got to that point and then it kept saying there was an issue, so I'm gonna try it again right now while I have you on the phone, see if it continues.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe it's still cycling because when I spoke to.
[CUSTOMER][NEUTRAL] My broker, she said there were some issues.
[CUSTOMER][NEUTRAL] So if I submit invoice it as ACH.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Alright, OK, it hasn't got to this point. OK, maybe this is it now.
[CUSTOMER][NEUTRAL] OK, I guess it says invoice submitted, so I guess it did go through.
[AGENT][NEUTRAL] OK. And what is
[CUSTOMER][NEUTRAL] How quickly would it show on your side?
[AGENT][NEUTRAL] I think it shows it takes a minute, but what is that invoice number and I can double check in our system.
[CUSTOMER][NEUTRAL] The invoice number is 000.
[CUSTOMER][NEUTRAL] 639.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1606 and it just says invoice submitted now so I think maybe it did go through.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] I just got payment confirmation. OK, so I'm, I'm hoping to go through, no issues.
[AGENT][NEUTRAL] I don't see. So it probably just takes a while.
[AGENT][NEUTRAL] Because I see that is for June.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Invoice
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes sir, it probably takes a while for it to show in our system as I give it a few moments, hopefully it should show up in our system. Did they send you a confirmation that it's been received like an email?
[CUSTOMER][POSITIVE] No problem. I, I'm glad, um.
[CUSTOMER][NEUTRAL] It did. I did, I did get the confirmation, so it must have gone through, OK.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][POSITIVE] Alright, I appreciate it thank you.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] You're welcome, Mr. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that'll be all, I know my wife recently had some dental work done, and I think the dentist's office did not put a claim through because they made her pay everything up front, which shouldn't have done, so there might be something down the road. She might be giving you guys a call.
[AGENT][NEUTRAL] OK, that'll work.
[CUSTOMER][NEUTRAL] Yeah, I mean, do you, could you show up, if I give you her information, would it, we could just pull it, could you pull that up, or would she have to call?
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Uh, what's that policy number?
[CUSTOMER][NEUTRAL] Her policy number would be
[AGENT][NEUTRAL] Or what is her name?
[AGENT][NEUTRAL] Oh, is it [PII], OK, let me see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I can give her ID number if that works.
[AGENT][NEUTRAL] I think I found her.
[AGENT][NEUTRAL] Uh, no, sir, I don't show any claims have been received yet.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It should have done a while ago. OK, she's got to go into the office and make sure that they do that properly. OK, thank you.
[AGENT][POSITIVE] OK. Yes, sir. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Bye.