AccountId: 011433970860
ContactId: ffb9a522-5620-4e7f-bf2e-ede015ce8736
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413679 ms
Total Talk Time (AGENT): 151770 ms
Total Talk Time (CUSTOMER): 190461 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/ffb9a522-5620-4e7f-bf2e-ede015ce8736_20250219T13:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Good morning Meet. This is [PII] in customer service.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEGATIVE] I have a contact for a group who's trying to pay their bill, but it's not allowing them. It, it keeps giving them a um system error.
[AGENT][NEUTRAL] OK, I can help him with that. Let's see. What's that group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. Group number is 26,350.
[CUSTOMER][NEUTRAL] And we have, we have [PII] on the line. I have already verified all the information for the group.
[AGENT][NEUTRAL] And who
[AGENT][NEUTRAL] OK. And a good contact uh number? Mhm.
[CUSTOMER][NEUTRAL] Callback number? Mhm. The same one she's calling from, which is the same one in our system.
[CUSTOMER][NEUTRAL] The one ending in [PII].
[AGENT][NEGATIVE] OK. And you've got [PII] on the phone and she's trying to pay online and it's giving her a system error.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Uh. All right, we'll send her on and I will talk to [PII] and see what we can do.
[CUSTOMER][POSITIVE] Thank you, [PII]. You have a nice day.
[AGENT][POSITIVE] You too, love. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in group billing. Um, [PII] said that you're having trouble trying to get online, um, and pay your bill.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] Yeah, I'm online but it keeps giving me an error message when I pull up the invoice to pay it.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] Uh, it says that it says you're experiencing technical difficulties, so.
[CUSTOMER][NEUTRAL] After a few days of going through that message, I just had to call you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well, I can help you with that. Let's see what we can do, and I understand a good callback number for you is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right. Thank you so much. All right, [PII].
[AGENT][NEUTRAL] So,
[AGENT][POSITIVE] You're online and you've pulled up everybody and the bill's correct.
[CUSTOMER][NEUTRAL] Mhm 501-79.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you go to submit the invoice it won't let you submit it?
[CUSTOMER][NEGATIVE] So when I click on the invoice it says looks oops there's been an error looks like we're experiencing technical difficulties.
[AGENT][NEUTRAL] And pay
[AGENT][NEGATIVE] Oh, so we've got a system error on our end.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] On your end, yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And it's been like that the last few days I've tried to pull it up. I tried to pull it up Friday.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Monday and Tuesday and then today I decided.
[AGENT][POSITIVE] Oh wow. Hmm.
[AGENT][NEUTRAL] That is odd.
[CUSTOMER][NEUTRAL] So this isn't that weird? Oh wait, it just let me pull it up.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] You just needed to talk to somebody.
[CUSTOMER][NEUTRAL] Hold up.
[CUSTOMER][NEUTRAL] [PII]'s law, right?
[AGENT][POSITIVE] That's it. Well, I'm gonna wait until you complete it so we can make sure that we got everything. Just so you won't have any other issues.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oops I just got the error message again OK.
[AGENT][NEUTRAL] Oh no. OK, so what, what browser are you using?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I am in.
[CUSTOMER][NEUTRAL] Uh, what is this? this is.
[CUSTOMER][NEUTRAL] Uh maybe that's why I'm in uh.
[CUSTOMER][NEUTRAL] Was it Navigator?
[AGENT][NEUTRAL] OK, that's probably why, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So Google Chrome is the one that we would use.
[CUSTOMER][NEUTRAL] Oh, OK, so let me get.
[AGENT][NEUTRAL] See if that will, just, just try.
[AGENT][POSITIVE] It can't hurt.
[CUSTOMER][NEUTRAL] Google Chrome alright.
[CUSTOMER][NEGATIVE] No thanks.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My APL log in.
[CUSTOMER][NEUTRAL] Uh, OK, usually I just click on the, the link from the email, and that's why I probably went to this default browser, but, um, and I am on a different.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Laptop, um, so that's probably why, but what's the, since I click on the link, you shouldn't email what what address am I putting into Google Chrome?
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] The a in [PII].
[CUSTOMER][NEUTRAL] So [PII] OK [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, sign in.
[CUSTOMER][POSITIVE] Alright, yeah, that looks like the right.
[CUSTOMER][NEUTRAL] I just wanted.
[CUSTOMER][NEUTRAL] Submit.
[AGENT][NEUTRAL] And maybe if you are on a different laptop, that's probably.
[AGENT][NEUTRAL] May have something to do with it. I'm not sure either.
[CUSTOMER][NEUTRAL] Yeah, OK, um.
[CUSTOMER][NEUTRAL] Still giving me an error message. Let me try. Oh, OK, I think it's coming up now submit invoice.
[CUSTOMER][NEUTRAL] One time electronic transfer alright it looks like it's gonna work.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Next, alright, so it's just the browser and I'm just on a different.
[CUSTOMER][NEUTRAL] Submitting
[CUSTOMER][NEUTRAL] Alright, I think it went through, so I just need to be on Google Chrome.
[AGENT][NEUTRAL] Yeah, some
[AGENT][POSITIVE] Awesome. Let's see, and I can tell you.
[AGENT][NEUTRAL] So, so, yeah, that browser sometimes will do it. So, uh, let me, uh I see that you have submitted it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so we're all set.
[AGENT][POSITIVE] Yes, ma'am. All right.
[CUSTOMER][POSITIVE] All right, thanks for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else that I can do for you today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.