AccountId: 011433970860
ContactId: 22d93712-1e0f-4a3f-aa12-2562ee95c710
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 752609 ms
Total Talk Time (AGENT): 267443 ms
Total Talk Time (CUSTOMER): 196614 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/22d93712-1e0f-4a3f-aa12-2562ee95c710_20250204T20:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII]. Uh, I believe I talked to you 5 minutes ago, but for some reason the call, the call gets disconnected. I don't know why it drops after 60 seconds.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I don't know. Uh, I mean, I wasn't able to hear you any longer.
[CUSTOMER][NEUTRAL] Mm, can you hear me now?
[AGENT][NEUTRAL] On the call.
[AGENT][NEUTRAL] I can hear you at the moment. Yes, sir. So your name is [PII] Is that correct, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you. And then
[CUSTOMER][NEUTRAL] And I'm the group admin for I don't know if you want me to provide you with the group number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well, first, I need to call your last name?
[CUSTOMER][NEUTRAL] OK, my last name is [PII].
[AGENT][NEUTRAL] [PII], is that what you're saying?
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII].
[AGENT][POSITIVE] Thank you and your callback number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, that was [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yeah, that's correct, thank you.
[AGENT][NEUTRAL] Uh, OK, thank you. And then what is the group number?
[CUSTOMER][NEUTRAL] 26861
[AGENT][NEUTRAL] OK, thank you, [PII]. So what I'm gonna need to do first off is to get the group's information uh pulled up, then I will have to verify several things with you first for security. So just a moment please.
[AGENT][NEUTRAL] OK, so if you could please verify the name of the group and address.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The our address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Uh your email address?
[CUSTOMER][NEUTRAL] Is um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the phone number that we have on file for the group is the same as the one that you provided for me.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] So that is the best number that we're supposed to have for the group, is that correct?
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so did you receive an email from [PII]?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, we received a bill. We received a bill, and I want to confirm that this is the only bill that we have to pay because we got, we are starting to work with uh.
[CUSTOMER][NEUTRAL] And secondly, if I can pay.
[CUSTOMER][NEUTRAL] This and any future bill by any electronic mean because I wouldn't, to be honest, to have to write a check is a little bit uh dated and I would prefer a different kind of payment method.
[AGENT][NEUTRAL] OK, so just a moment, please.
[AGENT][NEUTRAL] OK, and what is the invoice number that that you currently have received?
[CUSTOMER][NEUTRAL] The one, the one that I have, yeah, 638-098-6.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do see that one. I also see another invoice 637-8613.
[CUSTOMER][NEUTRAL] That is, that will be for January or?
[AGENT][NEUTRAL] Yes, that would be for January.
[AGENT][NEUTRAL] Let me pull the.
[CUSTOMER][NEUTRAL] OK, I think that one probably I maybe I thought that because our payroll provider uh take care of all the HR benefits and I didn't know that this this APL was separate and it's not taken care by our payroll provider so.
[CUSTOMER][NEUTRAL] I don't think I got I have with me the January.
[CUSTOMER][NEUTRAL] I think probably I threw away the deal. I don't know if.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] If I can log into one web page, create an account, and, and then pay both invoices, I'm not sure how do do you want me to proceed.
[AGENT][NEUTRAL] OK, so you do have the log in or the website that you would go to to set up your profile.
[AGENT][NEUTRAL] In the online service center? Do you have that information?
[CUSTOMER][NEUTRAL] I, no.
[CUSTOMER][NEUTRAL] No, I don't have that information, no.
[AGENT][NEUTRAL] OK. So, I'm gonna need to pull up several things. Um, give me just one moment.
[AGENT][NEUTRAL] OK. So 637-8613 is the one that you do not have. And yes, I was looking, and that would be for January.
[AGENT][NEUTRAL] Of [PII]. That's the one you said you believe you've discarded, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that's correct, yes, by mistake, obviously.
[AGENT][NEUTRAL] It happens. OK, so give me another moment. I'm still pulling up a few additional things.
[AGENT][NEUTRAL] So what I can, uh, just.
[AGENT][NEUTRAL] So what I can do um if you would like [PII] is to email you the user guide for the administrator for a group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can also um attach the payment flyer would be a separate attachment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you set up your profile you should be able to see both of your invoices within the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so if you'll give me just a moment, I'll go ahead and just send that to you and it's we did verify the email address that we have on file is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can we also set up a.
[CUSTOMER][NEUTRAL] Invoicing rather than paper paper.
[AGENT][NEUTRAL] Now I tell what I can do um to find out about that, I'm not uh I'm not 100% sure so I don't wanna tell you incorrectly on that. I can connect you with someone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, let me see if I can get.
[CUSTOMER][NEUTRAL] No, it's OK. Let's focus now on setting up the account because we don't want to have any outstanding balances, so yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] I apologize about the lengthy delay. I'm just having my system, I'm having a few issues and I do apologize.
[CUSTOMER][NEUTRAL] Do you are OK.
[AGENT][POSITIVE] Thank you for understanding.
[CUSTOMER][NEUTRAL] My, my, my computer went off. I called the IT department and they are things right now, so I guess they are not one.
[AGENT][NEUTRAL] It must be something going around today.
[AGENT][NEUTRAL] OK, so I will send that email to you in just a moment. The email that you're gonna receive from uh was going to come from care team at [PII], and I will put an APL will be in the subject line for you. And again that's going to have the user guide for how to set up your profile as the admin.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the instructions on how to use the portal and then there's a separate attachment for group payments flyer, the different um ways that that can be remitted payment can be remitted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then if you need any assistance or have any other questions, um please feel free to give us a call back and we would be more than happy to help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, can I?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, maybe it would be a good idea for me to.
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Sorry, because I was with my, uh, no, can I see oh I have here your email, so then it's fine. So I guess, uh, yeah, I'll follow. I guess I need to follow the instructions so that's OK, great.
[AGENT][NEUTRAL] Oh, no, you're fine.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] But again, if you need any assistance, absolutely and thank you for your patience while it was taking me a moment to get everything pulled up, but if you have um any further questions.
[CUSTOMER][POSITIVE] Thank you for your time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, no, to the contrary, you've been you've been very nice. Thank you. I appreciate your time.
[AGENT][POSITIVE] Oh, well, you are absolutely it was my pleasure, [PII]. So if that's all at the moment that I can help you with, thank you again for calling APL and I hope you have a very nice rest of your day.
[CUSTOMER][POSITIVE] Yeah, likewise. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you, uh-huh.