AccountId: 011433970860
ContactId: 1180a06b-d697-4d6c-8d79-d135be498ce1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482100 ms
Total Talk Time (AGENT): 139616 ms
Total Talk Time (CUSTOMER): 223627 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/1180a06b-d697-4d6c-8d79-d135be498ce1_20250610T19:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's uh for C1 International Miami LLC and uh our group number 26,530.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII] spelling [PII] last name [PII]
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] Uh, yes, uh, I received an invoice for, for, for June, and, uh, but I'm trying to log in to for the APR website to pay the, the pending bill and uh right now I have the login issue. I want to help me to re reset the uh password, but uh maybe the email is is wrong too, so I'm not sure about it.
[AGENT][NEUTRAL] Uh, no, sir. Our online service center has been updated, so you have to create a new account. Uh, but first, uh, please verify the group mailing address, the email address and the phone number, please.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No, OK. Um, so you want the group number first?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, you gave me the group number, uh, the group mailing address.
[AGENT][NEUTRAL] Email address and the phone number. Mhm.
[CUSTOMER][NEUTRAL] OK, so it's group number.
[CUSTOMER][NEUTRAL] No problem. 26,530.
[CUSTOMER][NEUTRAL] That's a group number and the address will be [PII].
[AGENT][NEUTRAL] OK and the email address, excuse me.
[CUSTOMER][NEUTRAL] Email address will be [PII]. It's spelling [PII].
[AGENT][NEUTRAL] No, you're fine. And the phone number, please?
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Uh, the phone number will be, um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] that's.
[AGENT][NEUTRAL] Uh, show a different phone number in our system.
[CUSTOMER][NEUTRAL] [PII] should be that one.
[AGENT][NEUTRAL] It's a different one in the system.
[CUSTOMER][NEUTRAL] That's my number.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What is the group phone number?
[CUSTOMER][NEUTRAL] Group number 26,530.
[AGENT][NEUTRAL] I show a different one it ends in 352 6.
[CUSTOMER][NEUTRAL] 345, wait, 2, you mean the group number or the address?
[AGENT][NEUTRAL] No, the phone number, it ends, I'm showing it [PII] is the last four of the group.
[CUSTOMER][NEUTRAL] 552 6
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 552 6, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, let me see the number, but I don't know somebody giving that number, um, but I, I do have that number. Let me see.
[CUSTOMER][NEUTRAL] 552 6. Let me see.
[CUSTOMER][NEUTRAL] It's [PII]. That's our company number, yes.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Yes, sir. Um,
[CUSTOMER][NEUTRAL] OK. Can, can you update the, to my number?
[AGENT][NEUTRAL] Uh, you have to send an email to our care team and they can update the group information in our system.
[CUSTOMER][NEUTRAL] But it's OK. It's OK, just leave like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um
[AGENT][NEUTRAL] You will select create a new OSC account and then group and they'll ask for the group number, the email address, the phone number, city and state.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How can I, how can I do that?
[AGENT][NEUTRAL] Do what?
[CUSTOMER][POSITIVE] I like creating a new account from where?
[AGENT][NEUTRAL] Are you on the site at [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So it's showing create your OSC account?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh as in a group. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the next group number.
[CUSTOMER][NEUTRAL] And uh our new policies start from [PII] to next year. The, um, the agent telling us the group number should be, shouldn't be changed. Let me try this 1, 26,530.
[CUSTOMER][NEUTRAL] And the zip code is [PII]. Phone number for the same phone is [PII] in [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And uh under the same email, right? At [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Oh then no, they know Tai he's in the like a boss and cash.
[CUSTOMER][NEUTRAL] Mm good going uh verify please OK.
[CUSTOMER][NEUTRAL] Uh, hold on there, please. Give me one sec.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Because, uh, later on, we got another company need to probably need to settle down.
[CUSTOMER][NEUTRAL] The the APR to give me one sec.
[CUSTOMER][NEGATIVE] The code is incorrect. Please try again. I, I tried.
[CUSTOMER][NEUTRAL] Free time. Let me, give me one second.
[AGENT][NEUTRAL] Um, let me see because I think if you do so many attempts, it's kind of stops, so give me one moment.
[CUSTOMER][POSITIVE] But I think that they're giving me a new one. Give me one second. It's OK.
[CUSTOMER][NEUTRAL] Let me try the last one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they said, although you must leave the screen up where it's requesting the code.
[CUSTOMER][NEUTRAL] You know what, it's uh verified, so I can I can continue.
[AGENT][NEUTRAL] OK, good deal. Yes, sir. Now, we'll uh let you know each time that you log in, it will ask for that verification code.
[AGENT][NEUTRAL] Or it will send a verification code. And also, um, as far as payment, at the very right corner, there should be like a blue button with initials in it, and if you click on it, it should um like a picture to the profile for the group and make sure that banking information is in there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. Um, so let me settle down the account and, uh, yeah, I think it should be fine and uh.
[CUSTOMER][NEUTRAL] If I have another question, I'll call you guys again.
[AGENT][POSITIVE] OK, good deal.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Yes, sir. Thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] OK thank you
[AGENT][NEUTRAL] Mm bye.