AccountId: 011433970860
ContactId: fd77c0bb-0454-45cc-9a19-79bda9b72c74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240130 ms
Total Talk Time (AGENT): 125068 ms
Total Talk Time (CUSTOMER): 123652 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/fd77c0bb-0454-45cc-9a19-79bda9b72c74_20250527T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I am calling because I'm trying to log into uh the account to make a payment, but it seems that um they're having technical difficulties, and I'd like to check how many invoices we have um.
[CUSTOMER][NEUTRAL] Do from our group, please.
[AGENT][POSITIVE] OK, sure I can help you with that. Uh, what is your group number?
[CUSTOMER][NEUTRAL] The group number is 80055.
[AGENT][NEUTRAL] OK, thank you. And what is your name?
[CUSTOMER][NEUTRAL] This is [PII] from Profittality Labor Guru.
[AGENT][NEUTRAL] OK, [PII], thank you. Can you just verify with me the group address and the email address for me?
[CUSTOMER][NEUTRAL] Sure, it's [PII], that's in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your email address and phone number please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII] and my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that um and just to confirm you were trying to log into the online service center and I understand you're getting an error but you're wanting to check and see how many invoices you have open?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] That's correct because I'm I'm, I'm on the APL website and it says loading invoices and now it's not loading any information and before um I saw briefly that there might be two.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Invoices pending but I just, I, I wanna make sure, you know, because when I was trying to submit the invoice it will say total 0.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me check we do have an issue it looks like this morning with our online service center um and we're aware and we are working on getting that resolved, um, but let me look, um, just what I can see on my end is it looks like you have the May and the June invoices available in the OSC um, and so once we get that issue resolved and you reload you should be able to see both of those um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] But we are working on getting that issue addressed so I would maybe try again uh this afternoon.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right, got it.
[CUSTOMER][NEUTRAL] And can you confirm that the amount for both invoices are 63079 cents?
[AGENT][NEUTRAL] Let me see, give me one moment, let me see if I can.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pull one up
[AGENT][NEUTRAL] Um, so just, uh, loading the, um, statements that we mail out, um, I can confirm that the May invoice was billed for $630.79 and the June invoice was billed for $672.12 but if any adjustments were made to the invoices online, um, since we're having issues I can't pull those up just yet.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] $72.
[CUSTOMER][NEUTRAL] Right. OK. OK. All right. um, OK, I'll try again later then to make the payment.
[AGENT][NEUTRAL] Yes ma'am and if you're having any issues um still this afternoon just give us a call back and we'll follow up on that uh request that we've submitted to have that issue addressed OK?
[CUSTOMER][NEUTRAL] All right. Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, great. If this is not resolved, is there any way that I can pay over the phone or what are other options or just mailing out the check?
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, either option would be fine if you'd like to do that this afternoon we can definitely do that we can take your payment over the phone or if you want to mail it in then that's an option as well.
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][POSITIVE] Oh, sounds good. Sounds good. Good to know. All right. Thank you. Thank you so much. Bye. Have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. No problem. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was all. Thank you.
[AGENT][POSITIVE] OK perfect well thank you for calling APL and you have a great day as well.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.