AccountId: 011433970860
ContactId: eabadb51-934a-4dc4-83b8-12addf1d952b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 648700 ms
Total Talk Time (AGENT): 220256 ms
Total Talk Time (CUSTOMER): 276674 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/eabadb51-934a-4dc4-83b8-12addf1d952b_20250602T21:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, sorry, this is [PII] again from uh well Management.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I need, I need help how to submit an universal payment and whether it's like an auto draft ACH, like what is going on in the new portal, I don't understand.
[AGENT][NEUTRAL] OK, all right, I can help you. And what was your name again? And can you spell it for me?
[CUSTOMER][NEUTRAL] [PII]. Last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're trying to make a payment in the new online service center, is that correct?
[CUSTOMER][NEUTRAL] I understood you have a new portal which I just managed to uh access again uh and I don't know how to like what is the payment like how does we pay the invoices?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it possible to have like an auto draft? Is it like, do we need to initiate any action? Like what's going on?
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK, all right, let me look at it for you. May I please get your group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I believe it's uh.
[CUSTOMER][NEUTRAL] 626914.
[AGENT][NEUTRAL] OK, let me pull your group up real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm gonna need for you to verify the group for me please can you please give me your email address?
[CUSTOMER][NEUTRAL] The group email address is [PII].
[AGENT][NEUTRAL] Thank you and what is the address and the callback number?
[CUSTOMER][NEUTRAL] Um, the address is [PII].
[CUSTOMER][NEUTRAL] And a callback number will be [PII].
[AGENT][NEUTRAL] OK, and then what is the phone number that's on the group?
[CUSTOMER][NEUTRAL] Uh, the phone number that's on the book. Let me see.
[CUSTOMER][POSITIVE] I believe it's weeks, but I can give it to you momentarily.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So the Rippling just change their entire everybody's changing their platforms.
[CUSTOMER][NEUTRAL] Uh, just a second.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Our payroll company just changed their platform, so I needed to find the
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]'s phone number.
[AGENT][POSITIVE] Go ahead and take your time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright thank you I appreciate you verifying the group for me. So in the new online service center there's not a way to do automatic bank drafts, so you will have to use it like you use the old one to make your payments, um, go to the invoices so that you can make your payment.
[CUSTOMER][NEUTRAL] So, can you walk me through because I tried and it's encountered an error.
[CUSTOMER][NEUTRAL] So let me see, uh, I'm looking on the invoice.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm clicking the invoice.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The website is so so. OK, and then.
[CUSTOMER][NEUTRAL] Action required. After reviewing.
[CUSTOMER][NEUTRAL] Please submit the invoice. It doesn't.
[CUSTOMER][NEUTRAL] Let me see that's the, OK, so that's the invoice. Now I click submit an invoice.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then it asked me payment selection.
[CUSTOMER][NEUTRAL] ACH.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I hit next
[AGENT][NEUTRAL] Now that's
[AGENT][NEUTRAL] Right, that's the automatic bank draft.
[AGENT][NEUTRAL] Now they may have set it up where you can automatically bank draft it. Try that and see if it's working.
[AGENT][NEUTRAL] Today is the first day that it's.
[CUSTOMER][NEUTRAL] And they give you an option of an SC.
[CUSTOMER][NEUTRAL] They give you an option of an ACH or a paper check. We don't do paper check in the company. It's, it's 2025, you know, we don't do paper checks. The company is too big, the headquarters is all over the place. We don't do paper checks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if it will not accept your.
[CUSTOMER][NEUTRAL] So I, I selected ACH.
[AGENT][NEUTRAL] Right, if it doesn't accept your ACH then I can make sure that I get you over to group billing and you could pay for it over the phone if you would like to do that also.
[CUSTOMER][NEUTRAL] OK. So now it let me, uh, it shows me the details of the account. Let me verify that this is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so I see that is correct and then submit.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] It's buffering, it's thinking, taking its time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it does take a little time to think.
[CUSTOMER][NEGATIVE] So, it says there was an error. I didn't manage to.
[CUSTOMER][NEGATIVE] Read the error. It was like an error that came from the sidebar for like a few seconds and then disappeared. I'm trying to submit it again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe I, maybe I can catch the error time if it comes again.
[AGENT][NEUTRAL] OK, yes, and if you see it, tell me what it says and I'll send.
[CUSTOMER][NEUTRAL] Yeah, the error was processing request. There is a uh yeah, there was.
[CUSTOMER][NEGATIVE] There was an error processed in your request.
[AGENT][NEUTRAL] OK, error processing request.
[CUSTOMER][NEUTRAL] And then it says uh you get a callback number in [PII] and it says press option 4.
[AGENT][NEUTRAL] OK, alright, so what I'm gonna do is I'm gonna send in to our IT department, let them know that you're getting that error.
[AGENT][NEUTRAL] So that they can look it up in the meantime, um, what's the invoice number that you want to pay and what's the amount?
[CUSTOMER][NEUTRAL] Uh, let's say go back, go back, go back. The invoice number is 6391369.
[CUSTOMER][NEUTRAL] And the total amount is 20 2245.58.
[CUSTOMER][NEUTRAL] Why we cannot view the invoice as a PDF?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so what I'm going to do is I'm gonna go ahead and transfer you on over to group billing so that they can take that payment over the phone for you. I'm also gonna send a request into IT to let them know that you got an error message when you tried to pay in the new online service.
[AGENT][POSITIVE] Center and I appreciate your patience with us as we're working out the kinks we just um released the online service center today, the new one, so I thank you for calling and letting us know that you were getting errors and I will get that in for you.
[AGENT][NEUTRAL] But in the meantime I'm gonna go ahead and transfer you to group billing.
[CUSTOMER][NEGATIVE] Yeah, but, but you, but, but you, but you also need to let the team that I'm literally spending over 90 minutes first trying to retrieve the account because you changed your website.
[CUSTOMER][NEUTRAL] And then finally we retrieve the account. There is an issue making a payment. I should not, you know, with the amount of task I have on my desk, and I'm saying this is a positive feedback, OK? You know, so you can do something about it. I cannot spend 90 minutes.
[AGENT][POSITIVE] Yes, yes, and I will take it that way. Yes, ma'am.
[CUSTOMER][NEGATIVE] I cannot spend 90 minutes to pay a bill. This is not an ally vendor. This is a vendor that sets a lot of roadblock for me.
[CUSTOMER][NEUTRAL] So, uh, you know, do something about it because it's like paying, paying, like having an auto draft or paying ACH that's basic in [PII]. It's not something that should
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] You know, be a difficult task to do.
[CUSTOMER][NEUTRAL] All I'm saying.
[AGENT][NEUTRAL] I understand, yes ma'am, I understand and I will make sure that I make a note of that for them, OK?
[AGENT][POSITIVE] I appreciate you giving me the feedback right it's.
[CUSTOMER][NEUTRAL] OK, now if.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you on over to group billing so you can go ahead and make that payment and I'll give them the um invoice number so you.
[CUSTOMER][NEUTRAL] No, I, I don't, I don't, I don't, I don't make it.
[CUSTOMER][NEGATIVE] I don't make payment over the phone. It's not secure. Let, let the IT fix the error and if they can get back to this phone number to let me know when the error has been fixed.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely, yes, ma'am. I'll make sure that I send that in to them.
[CUSTOMER][NEUTRAL] I don't give account number over the phone.
[AGENT][POSITIVE] I understand. OK, well I will make sure that I get into them and I do appreciate you calling APL. Is there anything else or any other comments you wanna make that I can pass on?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that is, that is all. Thank you.
[AGENT][POSITIVE] OK, you're welcome, [PII]. Thank you very much for calling APL today, and I'll get that request right in.
[CUSTOMER][POSITIVE] Perfect. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][POSITIVE] Bye-bye. Have a lovely day. Bye-bye.