AccountId: 011433970860
ContactId: 1081c279-9a26-4ecd-96ac-ea51148e5fdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397299 ms
Total Talk Time (AGENT): 121609 ms
Total Talk Time (CUSTOMER): 126068 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/1081c279-9a26-4ecd-96ac-ea51148e5fdc_20250117T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII] how are you doing today?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm all right. I can't log in.
[CUSTOMER][NEUTRAL] Through your portal, um.
[CUSTOMER][NEUTRAL] I don't know what's happened here, but um can I give you uh an account number or maybe you can help me? I just wanted to pay a month's premium. The account number is [PII].
[AGENT][NEUTRAL] Yeah, let's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are we trying to log in for a group or like an individual policy?
[CUSTOMER][NEUTRAL] I'm just trying to log in for the group.
[AGENT][NEUTRAL] For the group, OK.
[CUSTOMER][NEUTRAL] And it's telling me that uh.
[CUSTOMER][NEGATIVE] Username or password are invalid so I, I don't know if my boss changed it or something that had to go in and do something and didn't know it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, let's take a look. OK, I just wanted to make sure that I was, let's see.
[AGENT][NEUTRAL] OK, uh, what were you putting in as the user name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] That was a problem before because it's in there as slash the R is missing.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] And that's what it's supposed, I mean that's what somebody set it up and forgot to put the R in and I used to have trouble getting in until I called in to you guys and.
[CUSTOMER][NEUTRAL] We figured out that uh the username was [PII]
[AGENT][NEUTRAL] Mhm. Yeah, that's right. And it's capital [PII] on the flash and on the uh forward part. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah it was saved in the computer so I, I, I'm sure that that uh my boss changed it. She probably needed to go in there for something and hadn't been in there in a long time and just went ahead and changed it didn't bother telling me.
[CUSTOMER][NEUTRAL] I can't get it right now so.
[AGENT][NEUTRAL] Yeah, so I can get somebody on the line to take the payment over the phone. I I mean I don't see any other username in here. The only other thing, have you, do you have access to reset the password or anything or no?
[CUSTOMER][NEUTRAL] Well, I don't wanna do that until I talk to her, so I, I just wanna make a payment.
[AGENT][POSITIVE] OK, absolutely. All right. Let me um just gather some information and we'll just get the payment from you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] it's my cell.
[AGENT][NEUTRAL] Can I grab your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thanks [PII].
[AGENT][NEUTRAL] Alright, let me get somebody um on the line to um go ahead and take the payment for the invoice hold on the line for me just one moment please.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][NEUTRAL] I'm OK. How about yourself?
[AGENT][NEUTRAL] I'm doing OK um I have somebody with a group on the line that needs to make a payment for the group.
[CUSTOMER][NEUTRAL] OK, second, just give me 1 2nd.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] What's that group number, love?
[AGENT][NEUTRAL] The group number is 21089's top of the line management LLC.
[CUSTOMER][NEUTRAL] OK, let me just log into this real quick.
[CUSTOMER][NEUTRAL] I apologize, I had to get into the site to take the payment.
[AGENT][POSITIVE] No worries, girl.
[CUSTOMER][NEUTRAL] Let's see [PII].
[AGENT][NEUTRAL] I was trying to help him. I was trying to help him log in, but he can't get logged in, so he's like, just let me make the payment. I'm like, OK.
[CUSTOMER][NEUTRAL] Does he intend to pay by credit card?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK. Oh yeah, he's behind.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Mm, since they're active. I don't know. All right, yeah, I, I'm sorry, what did you say the name was?
[AGENT][NEUTRAL] His name is [PII] and then I have a callback number if you want that too.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, his call back is [PII] and he said that's his cell.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you got them verified?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I'm not seeing a [PII] on the.
[CUSTOMER][NEUTRAL] I mean I guess it doesn't matter as long as I'm not giving the information. OK, I'm ready for whenever you are.
[AGENT][POSITIVE] All right, here he comes, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you're wanting to make a payment.
[CUSTOMER][NEUTRAL] Yeah, I wanna pay the oldest invoices out there.