AccountId: 011433970860
ContactId: 1c69cfe3-a7a5-4459-aade-8190aabda878
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1026520 ms
Total Talk Time (AGENT): 241167 ms
Total Talk Time (CUSTOMER): 601476 ms
Interruptions: 9
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/1c69cfe3-a7a5-4459-aade-8190aabda878_20250603T19:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, who's this?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] I'm good, how are you doing?
[CUSTOMER][POSITIVE] Very good thank you. This is [PII], by the way, I don't know if you.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sorry, I don't know if I told you that, um.
[AGENT][POSITIVE] That's OK. I need you right, you're good. What you got?
[CUSTOMER][NEUTRAL] OK, I'm calling you in regards to a group number who is trying to um.
[CUSTOMER][NEUTRAL] To pay the bill, uh, the invoice, unfortunately, um, long story short, they had to recreate the account this person did this, but, uh, when she go to the account she wasn't able to see the invoice, so she called us and somebody advised her that she can get into the group through the broker.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Online center which I know is incorrect because she said that that this person said that when when she when she tried that she couldn't see any invoice in it so she called us to see if we can uh assist her with the with the online center to see exactly where she have to go to to retrieve the invoice however.
[AGENT][POSITIVE] Yeah, that's right, yeah.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] I advised her that um that if she's not able to see it right now oh because this is the thing that she was telling me when she go to the login page um she said that the log in was you know just like like thinking like like trying to get up but never go through it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, I advise her that we can send the invoice uh via email. she can review it and then call us, uh, to pay that bill, um, with the credit card.
[AGENT][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] Yeah, that's fine. What's the, what's the group number?
[CUSTOMER][NEUTRAL] The group number is 23,250.
[AGENT][NEUTRAL] Let me look at it OK hang on one second.
[AGENT][NEUTRAL] 23,250.
[CUSTOMER][NEUTRAL] This is Songshan Spice. Yeah.
[AGENT][NEUTRAL] Is she able to speak English?
[CUSTOMER][NEUTRAL] Uh, she says she does speak English, but I believe it's, it's.
[AGENT][NEUTRAL] The, OK. I'm just sitting there. Do you want me to email her the invoice?
[CUSTOMER][POSITIVE] I can stay on the line. That's not a problem.
[AGENT][NEUTRAL] Yeah, just stay on the line. Uh, OK, do you want me to try to help her create the account or just send her the invoice?
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that? You kind of break up.
[AGENT][NEUTRAL] Yeah, that's fine. Yeah. Do you want me to try to help her create the account or just send her the invoice?
[CUSTOMER][NEUTRAL] No, the thing is that she already created the account and but she said that when she's trying to log in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the system, it didn't let her go in, you know, like, like, like the, uh, you know, when you press log in, that thing was just spinning, spinning and spinning.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, so she just can't get in there.
[CUSTOMER][NEUTRAL] Uh, so she, I, I, I guess she got, you know, she didn't have the time at that moment, so she, she closed it out and then reopened again and tried it again and nothing happened, so she called us and someone told her that she goes through the broker's uh center.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] And she was able to get into the broker and I don't know how that's that's very interesting.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, but she didn't see the invoice there, of course, of course, so she's not gonna be able to see the invoice there because it's not there, you know, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I guess she has the account created already.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But she wasn't able to log in completely, you know, to, to retrieve the invoice, um, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was thinking maybe we can send the invoice right now so she can you know do whatever she have to do right now with it and then she can probably go back online and try to log in or maybe we can help her.
[AGENT][NEUTRAL] Yeah, I can see it here.
[CUSTOMER][NEUTRAL] Uh, you know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that matters later.
[AGENT][POSITIVE] Yeah, get her on the line and we'll we'll do whatever we can. That'll be fine, whatever she needs.
[CUSTOMER][NEUTRAL] OK, let me, let me bring her to the, to the call, um, just to make sure you know because I don't know if she's speak English or not. I mean she said she does, but, uh, I'm not sure, so I, I'm gonna stay on the line, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you. What's your name again?
[CUSTOMER][NEUTRAL] Alright, here she comes.
[CUSTOMER][NEUTRAL] Um, and her name is [PII].
[CUSTOMER][NEUTRAL] [PII] and el telephonosquenos pueda I Ibite el invoice for correo electronico cheers.
[CUSTOMER][NEUTRAL] Perfect. Uh, I like can you email uh coming in but of this information. [PII].
[CUSTOMER][NEUTRAL] It's [PII], uh huh.
[CUSTOMER][POSITIVE] Perfect. Um, [PII], can you send the invoice to [PII] [PII] is [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sure, I can, um, let me get that done.
[CUSTOMER][NEGATIVE] [PII], no [PII].
[AGENT][NEUTRAL] [PII], yeah, we've got that.
[CUSTOMER][NEUTRAL] I'm sorry, [PII]. I'm, I'm, I can barely hear you.
[AGENT][NEUTRAL] Is it, is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] No, no, no, it's [PII] is that [PII]t.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, is that [PII]? Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, I'm sorry, [PII], is that net.
[AGENT][POSITIVE] That's OK. No problem.
[CUSTOMER][NEUTRAL] NT.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It also says Melba er via a queso pagos renosquemolaia para parapo you said um the car compa er go cargo extra [PII], let me ask you something she was asking me earlier.
[CUSTOMER][NEUTRAL] If, uh, when we, or when, when the group paid um the invoice, uh, with the credit card over the phone, is there any extra charge that we put on it or not?
[AGENT][NEUTRAL] There's not, no, sir, there's not.
[CUSTOMER][NEUTRAL] No, OK.
[AGENT][NEUTRAL] There's no extra charge, no.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, Melba, no ironing on cargo extra.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I am in the process of emailing that to her right now.
[CUSTOMER][NEUTRAL] OK, please let me come again OK OK just send me a new an email in just a moment though.
[CUSTOMER][NEUTRAL] [PII] companera que via queria la cuenta.
[CUSTOMER][NEUTRAL] Um, this a fortun I mean to no samos quelo quesapaando they don't know access so la queen that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just
[CUSTOMER][NEGATIVE] Peroing so no no poroques no la cuenta depo OK.
[CUSTOMER][NEUTRAL] See the resource center.
[AGENT][NEUTRAL] OK, uh, I just read on the invoice.
[CUSTOMER][NEUTRAL] OK, [PII], she said that she now apparently she have she she had access to the account but she wasn't able to see uh the invoice there um do you know if there's any glitch or or anything that can prevent her to see this information?
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] Which should not be.
[AGENT][NEUTRAL] This should not be a glitch because I was able to see it on my end. I've got the instructions if, if you want to send those, no, no, that's not it. That's not for the group.
[AGENT][NEUTRAL] I think that's gonna be for.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hang on
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] See, in, in la pantame meale showing results for billing and I say no results.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], she says that she's in the uh other site right now and there is a.
[CUSTOMER][NEUTRAL] There's a part where it says uh billing showing resource and when you click that there it says no, there's nothing there.
[AGENT][NEUTRAL] OK. I'm not sure exactly what she's clicking because I'm seeing it um.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Uh yeah, I, I apologize. Let me.
[AGENT][NEUTRAL] Go back into it, just make sure I'm not wrong, OK.
[AGENT][NEUTRAL] Which
[CUSTOMER][NEUTRAL] You send the email already?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I did. I sent the email with the invoice.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK, yeah, yeah.
[AGENT][POSITIVE] It makes us feel some updating on it. I can't say 100%, um.
[AGENT][NEUTRAL] But I am showing that the invoice is open.
[CUSTOMER][NEUTRAL] OK, uh, no, she said she already received the email.
[AGENT][NEUTRAL] You should be able to hear it.
[AGENT][POSITIVE] OK, OK, good deal.
[AGENT][NEUTRAL] Yeah she can um call back with the credit card if you like, or I can take one now if she wants to make the payment.
[CUSTOMER][NEUTRAL] See see [PII].
[CUSTOMER][NEUTRAL] Perfect though, uh, but when she's ready to take the number. I mean, I mean if you, if you're ready to take the number.
[AGENT][NEUTRAL] Yeah, can you ask her if she's paying the full amount, the 1,62555?
[CUSTOMER][NEUTRAL] I'm sorry, 1000, uh, uh, I mean, you're asking if she's paying the full amount or or partial?
[AGENT][NEUTRAL] 625.
[CUSTOMER][NEGATIVE] Not full amount.
[AGENT][NEUTRAL] Full amount. OK, so I'm gonna do the 16255. OK, give me one moment I know I'm getting here.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, I'm ready for the card number when she's ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes [PII] no.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII] [PII] er medijo [PII].
[CUSTOMER][NEUTRAL] Peron.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, [PII], let me, let me give you the number she gave it to me in Spanish.
[AGENT][NEUTRAL] Sure. OK.
[CUSTOMER][NEUTRAL] It's [PII] it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. You're gonna get the expiration date.
[AGENT][NEUTRAL] Wait a minute. Go back and give me that.
[CUSTOMER][POSITIVE] I love you.
[AGENT][NEUTRAL] Tell me that number again on it said invalid. What's the card number again?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] The card number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, what's the expiration?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the 3 digit security code?
[CUSTOMER][NEUTRAL] Is.
[CUSTOMER][NEUTRAL] What of those.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]. OK, and the zip code?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. OK, I'm gonna process that payment.
[AGENT][NEUTRAL] OK, was she like a confirmation number?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Would you like a confirmation number for the payment?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] If she wants a confirmation number, is that what you're asking because I'm so sorry the call.
[AGENT][NEUTRAL] Yeah, I can, yes, I can give. That's OK. I know. I don't know what the deal is. Yes, it, just ask her if she's like the confirmation number and I can give that to you.
[CUSTOMER][NEUTRAL] OK, my premierguer confirmation.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, sure, it's 00177.
[AGENT][NEUTRAL] G, I think that's.
[CUSTOMER][NEUTRAL] I'm sorry, 00177.
[AGENT][NEUTRAL] G
[CUSTOMER][NEUTRAL] G as in goat,
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so it's, so let me read it back to you. 00177 G.
[AGENT][NEUTRAL] That's it. Yes, ma'am, that's it.
[CUSTOMER][NEUTRAL] OK perfect uh [PII] el numeral confirmation SL 00.
[CUSTOMER][NEUTRAL] Unoieteiete.
[CUSTOMER][NEUTRAL] He [PII]. OK, that.
[CUSTOMER][POSITIVE] Perfecto, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], are you'll be able to send her an email with the confirmation as well.
[AGENT][POSITIVE] I can, yeah, let me do that right now. Give me one moment. I'm doing that.
[CUSTOMER][POSITIVE] Oh perfect.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] how to do it in normal.
[CUSTOMER][NEUTRAL] It's gonna be for the for the same um.
[AGENT][NEUTRAL] The same email only OK.
[CUSTOMER][NEUTRAL] It's the same email [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I'll find it. Give me one second. I figure out how to do it.
[AGENT][POSITIVE] Yes, yes, I tell her I will send it to her. I, I just got to figure out how to, how to do it, but yes, I, I would definitely send her an email with it, OK? It'll be coming to her shortly. I, I don't want you on the line. I know there's a way to do it, but let me see. I think I just found it. Let's see.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] Yeah, I'm doing it right now.
[CUSTOMER][POSITIVE] Understa, no problem.
[AGENT][POSITIVE] Thank you for your patience. I appreciate it.
[CUSTOMER][POSITIVE] No problem. Uh, Melba medicine.
[AGENT][NEUTRAL] I just sent it to her, you should get the email. I'll just send her the email with the receipt.
[CUSTOMER][NEUTRAL] I'm sorry, what, what was that?
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Uh, Melba me me protami companera er what medi meeraque but it's a slime momentolova prosimo minutos.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, she's studying's in my grad, yes.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No problem, she said that she's gonna be um on the lookout for that email with the confirmation.
[AGENT][POSITIVE] OK. Yeah, she should get it momentari. Thank you so much. I appreciate it.
[CUSTOMER][POSITIVE] All right thank you appreciate it, [PII] take care.
[AGENT][POSITIVE] Welcome. All right. You too. Have a good afternoon.
[CUSTOMER][NEUTRAL] Bye