AccountId: 011433970860
ContactId: ef410521-78d8-46f8-b732-4154fda6e7d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1314000 ms
Total Talk Time (AGENT): 365510 ms
Total Talk Time (CUSTOMER): 351791 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/ef410521-78d8-46f8-b732-4154fda6e7d6_20250606T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. I'm calling from um Eco World Wine.
[CUSTOMER][NEUTRAL] And um I'm trying to get into the website to pay the bill.
[CUSTOMER][NEGATIVE] And it's not letting me do it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says an account.
[CUSTOMER][NEUTRAL] Account will not be found for the provider user ID.
[CUSTOMER][NEUTRAL] It's my email address.
[AGENT][NEUTRAL] OK, um, and what's your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, the number is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have your group number?
[CUSTOMER][NEUTRAL] Group number is 17,750.
[AGENT][NEUTRAL] Alright, let me look that up real quick.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Um, let me look it up just real quick.
[CUSTOMER][NEUTRAL] I can't hear you. What are you saying?
[AGENT][NEUTRAL] I was just looking up your group so that I can verify some information real quick.
[CUSTOMER][POSITIVE] OK, thank you, thank you.
[AGENT][NEUTRAL] Can you verify the address that we have?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And can you verify your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like that's not the email that we have on file. Give me just one moment um I will say we launched a new online portal um on Monday and we're asking everyone to create a new account um everything is transferred over from the old portal to the new one, but you do have to create a new account um just real quick though, uh, since I have a different email on file, give me just a moment OK?
[CUSTOMER][NEUTRAL] Yes, I, what you have on file is not the email, it's my, it's [PII] 62.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, no, I have a different one.
[CUSTOMER][NEUTRAL] And at [PII].
[AGENT][NEUTRAL] I have the [PII].
[CUSTOMER][NEUTRAL] Oh, you are at that, OK.
[CUSTOMER][NEUTRAL] That was the, the one before.
[AGENT][NEUTRAL] Do you still have access to that one?
[CUSTOMER][NEUTRAL] OK, let me try that out.
[CUSTOMER][NEUTRAL] Let me see if I check if you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, go into [PII] and click create new account or create OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how it create, create your create your OSC account?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll click uh group.
[AGENT][NEUTRAL] For the type
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So number
[CUSTOMER][NEUTRAL] Can I enter my my email, not the one that we have now?
[AGENT][NEUTRAL] Um, so what you'll need to do is create the account using the one that we have on file and then you can uh send care team at [PII]. Uh, you can send them an email saying that you need it updated.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And give them the correct one just so that we have it on file uh because yeah I don't have the other two on file. I just have this one.
[CUSTOMER][NEUTRAL] So you have endone at a worldwide. US, correct?
[AGENT][POSITIVE] Yes, yes, that's the one that we have.
[CUSTOMER][NEUTRAL] Yeah, it works too, but uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is, when it says display name, what is that? That's my name?
[AGENT][NEUTRAL] Yes, so every time uh you or another admin comes in, it's to help uh determine who's in the account.
[AGENT][NEUTRAL] So it doesn't have to be a user name um because from now on logging in it'll be through email the display name is just how you want to see your name in the uh on the online portal.
[CUSTOMER][NEUTRAL] OK, so I should put my name.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I would first given name.
[AGENT][NEUTRAL] Given name would be your first name?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I think
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] Uh, last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says claim not verified email address.
[CUSTOMER][NEUTRAL] And I entered the email address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh. ECU worldwide.
[AGENT][NEGATIVE] [PII] and it's still not working?
[CUSTOMER][NEUTRAL] It's not
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Should I click send verification code?
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Oh did it let you get to that? Go ahead and click that and see if the verification code you can add that. You will need to do that first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It says claim number 5.
[CUSTOMER][NEGATIVE] The the code is incorrect. Please try again.
[AGENT][NEGATIVE] The code isn't correct when you do it?
[CUSTOMER][NEUTRAL] And that's a call.
[AGENT][NEUTRAL] OK. So it did let you put in.
[AGENT][NEUTRAL] Uh, all the group information.
[AGENT][NEUTRAL] The zip code, did it ask for the zip code and the address or just the zip code?
[CUSTOMER][NEUTRAL] He doesn't ask me for the zip code.
[AGENT][NEUTRAL] OK, OK, just making sure and uh.
[AGENT][NEUTRAL] Just to verify the zip code that you put in is [PII]?
[CUSTOMER][NEUTRAL] Yes, that's a circle.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] I asked for a new code. Let's see if she let me see.
[AGENT][NEUTRAL] Alright, can you refresh your screen?
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And see if it take you back to where you can put in your email and click uh send verification code.
[CUSTOMER][NEUTRAL] Yeah, let me see.
[CUSTOMER][NEUTRAL] What do you want me to do now? Because it says claim not verified.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I'm not verified?
[CUSTOMER][NEUTRAL] And it keeps showing email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you copy and pasted the oh go ahead.
[CUSTOMER][NEUTRAL] Wait, wait, wait.
[CUSTOMER][NEUTRAL] Yeah, hold on, let me see
[CUSTOMER][NEUTRAL] I am just
[CUSTOMER][NEUTRAL] Well, I, I click agree even it says that they modify my, my, I'm telling me now go to the dashboard. Let me log in and see if it works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it will ask for a code every time you log in that's a new security feature we added um so you will no longer need a username it will be the email address.
[CUSTOMER][NEUTRAL] OK. Uh, my email address is [PII].
[CUSTOMER][NEUTRAL] At A one.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And that was a verification.
[CUSTOMER][POSITIVE] But I already set up, right? I don't have to do anymore.
[AGENT][NEUTRAL] Right, so if it was able to log you in, it should have transferred everything from the old uh portal into this new one that you can go through it and verify that but um we haven't had an[PII] saying that everything that something didn't transfer almost everything should have been transferred over successfully.
[CUSTOMER][NEUTRAL] Let's see if it, if it is.
[CUSTOMER][NEUTRAL] I don't have any family here.
[AGENT][NEUTRAL] The only difference is you will um if you have another group admin you will need to re add them and send them an email and it will you'll go to manage users you'll put their name and email in there and it'll send them a code to get in.
[AGENT][NEUTRAL] The employees invoices and everything like that should have transferred over.
[CUSTOMER][NEUTRAL] OK, Access for details manager said I have to click on my group.
[CUSTOMER][NEUTRAL] That 4.
[CUSTOMER][NEGATIVE] I don't want this one claim.
[CUSTOMER][NEUTRAL] Access further details, manage, manage invoicing, and ministr card.
[AGENT][NEUTRAL] And what are you trying to, is there something in particular you need help doing?
[CUSTOMER][NEUTRAL] No, it's not.
[CUSTOMER][NEUTRAL] Yes, I need to pay my bills.
[AGENT][NEUTRAL] Is the bill, OK, um, it should be in my dashboard.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, but not letting me do that.
[AGENT][NEUTRAL] It should show you.
[CUSTOMER][NEUTRAL] OK, and my dashboard XOY 17,750. All my information is here.
[CUSTOMER][NEUTRAL] Um, where I can go to see.
[CUSTOMER][NEUTRAL] The billing
[AGENT][POSITIVE] Yeah it should be in if you click my group it should be in there.
[CUSTOMER][NEUTRAL] My group
[CUSTOMER][NEUTRAL] OK. So now,
[CUSTOMER][NEUTRAL] I can see 201873. I can see the voice.
[CUSTOMER][NEUTRAL] I mean, the invoice number, the amount, how.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You should be able to click it.
[CUSTOMER][NEUTRAL] So how can I pay it?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] You should be able to click it on the invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you should be able to download it as well. You'll only print coupon print coupon is for if you're sending a paper check.
[AGENT][NEUTRAL] Or mailing your payment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hold on, let me see what it's doing now.
[CUSTOMER][NEUTRAL] I hope they have the the the the the bank information.
[AGENT][NEGATIVE] It should have transferred over.
[CUSTOMER][NEUTRAL] No, it took me out again. Let me sign in.
[CUSTOMER][NEUTRAL] OK, no.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I mean dashboard and it said to click on my group.
[AGENT][NEUTRAL] You'll click on my group and it'll show there should be tabs up there that says group details, invoicing, and employees.
[CUSTOMER][NEUTRAL] OK, number, go to group. It says members 42, go to group.
[CUSTOMER][NEUTRAL] Like there
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you able to see any of your invoices?
[CUSTOMER][NEUTRAL] invoicing.
[CUSTOMER][NEUTRAL] OK. I see here.
[CUSTOMER][NEUTRAL] I click where it says invoicing and
[CUSTOMER][NEUTRAL] But if you do and to me they both.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I see the voice number, the amount which is the same that I have here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I to pay how where I have to pay to make the payment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So in so where it says open invoices find the invoice that you're trying to pay it should be clickable and you'll click on it.
[AGENT][NEUTRAL] Um, make sure you don't have any pop-ups because, because sometimes it comes as a pop up.
[AGENT][NEUTRAL] Um, but the invoice, it should transfer over, uh huh.
[CUSTOMER][NEUTRAL] So where's what I
[CUSTOMER][NEUTRAL] Where I have to click on the voice number?
[AGENT][NEUTRAL] So the group number is it it should be on the invoice.
[CUSTOMER][NEUTRAL] OK, but to do the payment, where do I have to take?
[AGENT][NEUTRAL] You will click on the number, the invoice number.
[AGENT][NEUTRAL] You should click it and there should be a way after you see all of the employees that are on the invoice and all of the amounts um it should allow you to submit a payment there should be a button there to to click.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. So, yes, I'm there now. I can see.
[CUSTOMER][NEUTRAL] I can see um
[CUSTOMER][NEUTRAL] Let me ask you something. With this new, um, portal, I'm able to, if I have an employee says I never received my car, I can, I will be able to, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To make a copy of the card in this um
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] And here?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] You what are you asking for copies of?
[CUSTOMER][NEUTRAL] OK, but first of all, let's say uh so I'm here which says like why and the invoice number where I can make the payment.
[AGENT][NEUTRAL] And you click on the invoice and there's nothing that shows that they can make the payment or there's no button or anything you can click?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I see the voice number, the amounts, and the, the employees on the bottom who are uh is not giving me.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And ma.
[CUSTOMER][NEUTRAL] The option to make the payment.
[AGENT][NEUTRAL] Yeah, it should have allowed you to if you clicked on the invoice let me see.
[AGENT][NEUTRAL] Go up to the top right.
[AGENT][NEUTRAL] And you'll see either an M or an N.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It says action required and then it says to be and voice.
[AGENT][NEUTRAL] Yes, you'll click that.
[AGENT][NEUTRAL] It's it's asking you to review the invoice and then you'll click it to be able to pay it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, OK, OK.
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] Let me double check your account.
[CUSTOMER][NEUTRAL] When they changed the um
[CUSTOMER][NEUTRAL] OK, the bank account is correct to me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And it will show under I believe submitted and once the payment has been received in process, it will go underpaid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because I, I submitted and it says submit invoice and it says invoice submitted.
[AGENT][NEUTRAL] Yes, so that
[CUSTOMER][NEUTRAL] I received an email. Let me check it.
[CUSTOMER][POSITIVE] Yeah, I received the email saying that thank you for your business and it's being paid.
[AGENT][NEUTRAL] OK, yeah, and then, um, once it's been pro the payment's been processed and completed and cleared, it will go the invoice will transfer down to submit or to uh paid invoices.
[CUSTOMER][NEUTRAL] OK, uh, hold on.
[CUSTOMER][NEUTRAL] Where I can see they pay invoices.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It will be back in the my group invoicing and then where it showed the open submitted and then paid invoices it'll it should all be right there back under the my group.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] It's a I I'm then gonna force it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much for your help.
[AGENT][POSITIVE] Alright, you're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you to