AccountId: 011433970860
ContactId: 12505736-b849-451d-9d47-124f246c6e51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478649 ms
Total Talk Time (AGENT): 224686 ms
Total Talk Time (CUSTOMER): 142282 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/12505736-b849-451d-9d47-124f246c6e51_20250321T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because I received a notice that our account is overdue, um, so I'm, I'm I'm trying to understand.
[CUSTOMER][NEUTRAL] What, why? Sorry, I'm just, I'm, I was reading something. Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, I can.
[CUSTOMER][NEUTRAL] Yeah, so I'm in the portal now and I don't see an open invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, well we can help you with your billing um can I please get your name and your group number?
[CUSTOMER][NEUTRAL] Um, one moment. My name is [PII]. The group number is, bear with me for a second, this is not opening up.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes ma'am. Go ahead and take your time. I've been having issues myself with my computer today, so I understand.
[CUSTOMER][NEUTRAL] It's like it's ready for the weekend.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Does 80044 mean anything to you?
[AGENT][NEUTRAL] Let me look and see if that's it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, what's the name of your group?
[CUSTOMER][NEUTRAL] The sign savers Corp.
[AGENT][POSITIVE] Yes, I've got you pulled up.
[AGENT][NEUTRAL] OK, and um you said your name was [PII]. What's your last name, please again?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] S [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEGATIVE] Yeah, and um just a little background, I, it was just this, this whole process was handed over to me just now with an email forwarded with absolutely no instructions. Um, so yeah, bear with me.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Right, I understand.
[AGENT][NEUTRAL] So I'm looking at the group and I don't see that you're the group contact person and you said it was just handed over to you um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is the group contact
[CUSTOMER][NEUTRAL] Yeah, I'm assuming that the group contact person, [PII].
[AGENT][NEUTRAL] Yes, and
[AGENT][NEUTRAL] Is, is he there for?
[AGENT][NEUTRAL] So that he can get the information for the invoice.
[CUSTOMER][NEUTRAL] Um, I can
[CUSTOMER][NEUTRAL] Um, yeah, I may be able to patch him in. I'm actually logged into the portal using his, his user name and password, but one second, let me.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Let me patch them in.
[CUSTOMER][NEUTRAL] Hello, I have [PII] on the line.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Hey [PII] how are you?
[AGENT][POSITIVE] Hey, good morning. How are you doing, sir?
[CUSTOMER][POSITIVE] Uh, I'm doing great, thank you.
[AGENT][NEUTRAL] Uh, I just need you to verify your group, please. Can you please give me the physical address and your email address, sir?
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] And the physical address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you sir I appreciate you verifying the group for me so Ms. [PII] is trying to help with the invoices and can I just get your consent to talk to her and if you guys wanted to you can add her on as a contact person?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Yeah, let's go ahead and add her and please remove [PII]. He's no longer with the company.
[AGENT][NEUTRAL] OK, alright, so what I'm gonna do is I'm gonna transfer Miss [PII] on over to group billing now. I'm gonna let them know everything that you guys need and make sure that [PII] is no longer on there too. um, can you please send an email to us um at the care team email address?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Excellent.
[AGENT][NEUTRAL] letting us know we need to add Ms. [PII] and remove [PII].
[CUSTOMER][NEUTRAL] Um, yeah, can you get, can I get the email down there so that I could, you could just give it to me and I'll write the email real quick as soon as we get off the call. Yeah, yeah I will.
[AGENT][POSITIVE] Yes, awesome
[CUSTOMER][POSITIVE] OK, sounds good. And then also, um, try to set, set it, set it up on auto pay that way that we don't have to send them a check. They just, they bill it every month.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK. Alrighty, alright, thank you.
[AGENT][POSITIVE] Thank you, [PII]. I appreciate you, sir. I hope you have a good weekend.
[CUSTOMER][POSITIVE] You do the same thank you so much.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let me go ahead and give you that email address.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and just let him, let them know to do what exactly?
[AGENT][NEUTRAL] Uh, that you need to be added on as a contact person and that [PII] needs to be removed.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, perfect. I will send this information over to [PII]. Thank you so much.
[AGENT][POSITIVE] OK, you're very welcome. I'm gonna put you on a quick hold and transfer you on over to group billing now so that they can help get you on auto draft and with those invoices, OK?
[CUSTOMER][POSITIVE] OK, thank you so much, sorry.
[AGENT][POSITIVE] Thank you, you have a good weekend. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team.
[CUSTOMER][NEUTRAL] OK, sorry.
[AGENT][NEUTRAL] Hey, I've got uh Ms. [PII] on the phone.
[AGENT][NEUTRAL] She is with group 80044.
[AGENT][NEUTRAL] [PII], the group contact, got on the phone with me and gave consent for us to talk to [PII] about the invoices and setting up their uh invoices on auto draft.
[AGENT][NEUTRAL] He is also sending in an email to let us know that we need to add [PII] on as a group contact and remove somebody named [PII].
[AGENT][NEUTRAL] But [PII]'s on the other line. The group has been verified, um, to talk about invoices that are behind and set up for, uh, bank draft.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, we don't do auto pay for groups, but I can, um, I can, uh, help her. We can go ahead and send her over.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, alright, thank you so much. Yeah, her name is [PII].
[CUSTOMER][NEUTRAL] And you said her name is [PII], right?
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] OK, I'm gonna go ahead and patch her through. Thanks so much, [PII] have a good weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.