AccountId: 011433970860
ContactId: 1bbaf224-a4ea-4b5f-a119-2e9777c819b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1486719 ms
Total Talk Time (AGENT): 339015 ms
Total Talk Time (CUSTOMER): 331476 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/1bbaf224-a4ea-4b5f-a119-2e9777c819b0_20250611T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi. Uh, we have, I received an email from APL that our premium payment for 26681 CH International Miami was returned, and we want to know, we want to pay that. So the debit will.
[AGENT][POSITIVE] OK. I can definitely get, uh, help you with that. Um, can I get your name, please?
[CUSTOMER][NEUTRAL] Uh, it's still [PII]
[AGENT][NEUTRAL] All right. And uh she, um, could you, uh, is the number that you're calling from the [PII] a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] And um could you please verify the address that we should have on file for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I can go ahead and take that payment for you. Let me get your invoice pulled up so we can see which one it is.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And uh does it say which one was returned? Was it your June invoice?
[CUSTOMER][NEGATIVE] Yeah, it's doing invoice was returned.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, does it say an invoice number on there?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] It should start with a 6.
[CUSTOMER][NEUTRAL] Uh, actually, I cannot see my invoice for June.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, the customer ID, is it 0006391241? Is that one?
[AGENT][NEUTRAL] Yes, yeah, that one.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Alright, and we have that as $552.06 so you wanna go ahead and make a credit card payment for that amount?
[CUSTOMER][NEUTRAL] Yeah, so could I know because we do not have an account because it's not uh.
[CUSTOMER][NEUTRAL] It's upgrading so and we just transferred to a new uh.
[CUSTOMER][NEUTRAL] New insurance company, so I want to know when it's gonna be set up.
[AGENT][NEUTRAL] Oh to to pay online?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, you'll just have to um we can actually go through that right now if you want um but you just have to um register your account because we switched to um we got revamped our website so we have a new website so it'll make you register again but it's really fast and if you wanna do it right now um I can walk you through it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] So you'll just go to the same website that usually go to um do you have that website for the online service center?
[CUSTOMER][NEUTRAL] Ah let me see.
[CUSTOMER][NEGATIVE] It was error, there was an error processing your request.
[AGENT][NEUTRAL] If you go to um it should be secured. [PII].
[CUSTOMER][NEUTRAL] Or they set up ACL.
[AGENT][NEUTRAL] Yeah, for APL if you could just let me know when you get to the home screen, um, for the when you get to that website and you'll click on where it says create a new account.
[CUSTOMER][NEUTRAL] Uh, could you repeat the account, the, the website, APL.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, give me one second.
[AGENT][POSITIVE] OK, so it's secured.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] So secured. [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right now it's just loading, like when I click the dashboard, it's just loading.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, do I need to log out?
[AGENT][NEUTRAL] Um, yeah, are you, if you're, are you logged in right now?
[CUSTOMER][NEUTRAL] I, I think so. So I need to lock up.
[AGENT][NEUTRAL] Yeah, try logging out, um.
[AGENT][NEUTRAL] Because you may already have, you may have already set out, set up an account, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Log in
[AGENT][NEUTRAL] Um, group number 2668.
[AGENT][NEUTRAL] OK, yeah, you do still need to register.
[CUSTOMER][NEUTRAL] I just find in.
[AGENT][NEUTRAL] So if you, do you see something that
[CUSTOMER][NEUTRAL] I need to register.
[AGENT][NEUTRAL] Yeah, do you see something that says create a new account?
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] Yeah, click on that.
[CUSTOMER][NEUTRAL] Oh. Uh-huh.
[CUSTOMER][NEUTRAL] And what, which role best describes you?
[AGENT][NEUTRAL] Your uh group.
[CUSTOMER][NEUTRAL] Both next and this number?
[AGENT][NEUTRAL] Yeah, your group number is 26681.
[CUSTOMER][NEUTRAL] 66681.
[CUSTOMER][NEUTRAL] So the, the room number has been changed, right?
[AGENT][NEUTRAL] Uh, no, you still have the same group number, um, 26681.
[CUSTOMER][NEUTRAL] Because like from before like from the main invoice, the room number is 26,530.
[AGENT][NEUTRAL] 26,530
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's the, let me, uh let me double.
[CUSTOMER][NEUTRAL] Oh, I see, uh, I got.
[CUSTOMER][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] So it's 2661 and
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Email on report.
[AGENT][NEUTRAL] Yeah and then um it should ask you does it ask you like an address and an email and a phone number I believe.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Yeah, so you'll put the, your address, um.
[AGENT][NEUTRAL] Which is the [PII], um, does it, what is it asking you just for a zip code or just a state and a city?
[CUSTOMER][NEUTRAL] A 1
[AGENT][NEUTRAL] OK, yeah, so your city we have [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm. And ZIP code is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the phone number?
[AGENT][NEUTRAL] Uh, we have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. It's [PII].
[AGENT][NEUTRAL] Yes, and then it should ask for the email which we have info at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, the state is sorry.
[CUSTOMER][NEUTRAL] Continue? It says.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So I need to get a verification code, right?
[AGENT][NEUTRAL] Yeah, it should send it to your email, to the [PII] email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a second, please. I'm going to put down the code.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK. So I just set a new passport.
[AGENT][NEUTRAL] Yes, so you'll set a new password.
[AGENT][NEUTRAL] And then it should let you log in. It may ask for verification, another one after that, but you should be able to log in after that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, let me try.
[CUSTOMER][NEUTRAL] So what is uh this boy's name and given name and surname?
[AGENT][NEUTRAL] I'm sorry, the what?
[CUSTOMER][NEUTRAL] The name, so the name is need to be like [PII], right? Like the name that
[AGENT][NEUTRAL] Oh, it'll be, I think it's your group name, so like your company name.
[CUSTOMER][NEUTRAL] Oh, it's a company name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] For the display name? OK, got it. Thank you.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] So the given name is uh first name?
[AGENT][NEUTRAL] Um, what is it, what is it asking you for?
[CUSTOMER][NEUTRAL] Uh, the given name and surname.
[AGENT][NEUTRAL] Oh, you can put on uh we have [PII] and um [PII], so we can I guess you can put either of those.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So the surname is the last name, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK good.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, I think your account has been successfully created.
[CUSTOMER][NEUTRAL] So I need to log in?
[AGENT][NEUTRAL] Yeah, you should be, um, yeah, I guess you'll have to log in, um, if you're not logged in already.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And then I'll just make sure that you can get logged in and then um we can take your payment for this one since it's since it was returned we'll have to take it with a credit card but um your next invoice you can pay it online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. Let me see.
[CUSTOMER][NEUTRAL] Uh, I think I'll log in right now.
[AGENT][NEUTRAL] OK good and are you able to see your invoices um if you go to, I think you go to click on something should say my group and you click on that and then um you should see a page and it'll say invoices or invoicing and you click on that to see your invoices and you'll be able to pay them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it says no open invoices.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And no submitted invoice, yeah, so we need to pay the one right now, right?
[AGENT][POSITIVE] Yeah, so you're at the right place.
[AGENT][NEUTRAL] Yeah, you just need to pay the one that um that was returned which was the the [PII] for 55206.
[CUSTOMER][NEUTRAL] OK, so for the employees, there's no active, right?
[AGENT][NEUTRAL] Yeah, it'll it shows paid um since you submitted it, but it was returned so it'll be it's still outstanding even though it shows paid still um it'll bounce back to open because it the payment was returned so if we take the payment with the credit card today, then it'll be good.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So, let me grab the credit card and we will pay to you, right?
[AGENT][NEUTRAL] Yeah, um, I'll take the credit card, um whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Thank you. Wait a second, please.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Um, could we hold like 5 minutes so I can get the card information because I don't have my card right now.
[AGENT][NEUTRAL] That's OK. I can wait.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm still here.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah, I'm still I'm, I'm here.
[CUSTOMER][NEUTRAL] Yes, uh,
[CUSTOMER][NEUTRAL] OK. Uh, I'm ready for process the payment.
[AGENT][NEUTRAL] OK, alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Oh, you need a car. Can I use the bank account?
[AGENT][NEUTRAL] Uh, no, since the payment was returned through the bank account, we have to take a credit card.
[AGENT][NEUTRAL] Or you, yeah.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] In this case, I need to use some.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So the card number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and the expiration date?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the, the three digit security code?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. And are you OK for me to send this the receipt to [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Alright, that payment was successful. Um, [PII], was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, we're all good, uh, cause I, I saw the transaction already in the process.
[AGENT][POSITIVE] All right. Well, it's a pleasure assisting you and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you, bye.