AccountId: 011433970860
ContactId: 0af1078e-d816-436f-9fa2-9f9d54c4d2b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388500 ms
Total Talk Time (AGENT): 113411 ms
Total Talk Time (CUSTOMER): 157477 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0af1078e-d816-436f-9fa2-9f9d54c4d2b9_20250617T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Mars.
[AGENT][NEUTRAL] Hi [PII] how are you doing?
[CUSTOMER][POSITIVE] Fine, thank you. Nice to meet you.
[AGENT][NEUTRAL] What can I assist you with today?
[CUSTOMER][NEUTRAL] So, we have a little bit of a problem. We are trying to access the portal to make the payments from our company, but we are not able to access to our portal, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was wondering if you could help us out?
[AGENT][NEUTRAL] Absolutely what is I guess the broker's account or the group number that you're calling in reference to?
[CUSTOMER][NEUTRAL] So, the name is AA Worldwide. AA is A R C H.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group number, I, I don't have it because I am new in, in this position and the person who has the information left, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And trying to solve this.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK, and you said it's Arc worldwide, correct?
[CUSTOMER][NEUTRAL] Arca, so it's A R C A.
[AGENT][NEUTRAL] A R C A.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] off
[AGENT][NEUTRAL] And um.
[AGENT][NEUTRAL] Do you have the group tax ID number?
[CUSTOMER][POSITIVE] Yes, I give me one second. I think I have it.
[CUSTOMER][NEUTRAL] Give me 1 2nd, we do have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. One second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Almost there, I'm sorry, I am just looking for it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm not really.
[CUSTOMER][POSITIVE] I also found the group number. I'll give it to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In a second.
[CUSTOMER][NEUTRAL] Just let me
[CUSTOMER][NEUTRAL] You understand?
[CUSTOMER][NEUTRAL] I I.
[CUSTOMER][NEUTRAL] OK, the articles of incorporation for the.
[CUSTOMER][NEUTRAL] Hi [PII] where is this your fan.
[AGENT][NEUTRAL] And do you know the
[CUSTOMER][NEUTRAL] Can I give you the, no, tell me, tell me, sorry.
[AGENT][NEUTRAL] Um, who was the previous employee that left that, um, we need to update their information?
[CUSTOMER][NEUTRAL] What, what is the previous employee?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] He, yeah, he, his name was [PII]. So there's two persons, [PII], who is still handling this, and then there was [PII], who is the, who was the office manager here in [PII] and he's like all of the payments. He left and now I am in his place.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII]'s information is who we have in our system, so, so we, we won't need to update that it sounds like, um, but she will need to create the online portal's information since we have her email on file um and it will send her the verification code so she'll just need to enter in her information and then the portal will be uploaded.
[CUSTOMER][POSITIVE] Yeah, perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah, it's, it's fine.
[CUSTOMER][NEUTRAL] Let me get you the the the tax ID.
[AGENT][NEUTRAL] Uh, if I don't need the tax ID, um, if you just wanna have [PII], yeah, if you just wanna have her create the account, um, it will go to her email so she'll be getting verification codes to set up the, the um the portal and then she can give whoever access to it as well.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Because they got the the great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But she needs to create a new account, even though we already had one.
[AGENT][NEUTRAL] Yes ma'am. So we about 3 weeks ago we launched a new portal and so all of the previous um logins are null and void so um she will have to create a new portal log in.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, perfect. So I'll tell her just to go to her email, look up for, well, go directly to the portal and sign in again, no?
[AGENT][NEUTRAL] Yes, uh yes, if she goes to the portal there will be a ticket that said or a button that says uh create new account and she'll just follow the steps for that.
[CUSTOMER][POSITIVE] OK, perfect. Create a new account. I'll, I'll let her know. Thank you so much.
[AGENT][POSITIVE] Of course, yeah, you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][NEUTRAL] Bye bye.