AccountId: 011433970860
ContactId: 24aa98a2-4a65-46ef-920c-1d67ae085730
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453730 ms
Total Talk Time (AGENT): 113198 ms
Total Talk Time (CUSTOMER): 234836 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/24aa98a2-4a65-46ef-920c-1d67ae085730_20250304T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. This is [PII] from claims. How are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Very good, thank you. Can we, I have [PII] from group number 80112 on the line.
[AGENT][NEUTRAL] 80112.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] worldwide Business.
[AGENT][NEUTRAL] Uh let me get it pulled up.
[CUSTOMER][NEUTRAL] The reason she's calling
[AGENT][NEUTRAL] Uh, [PII], OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, the reason she's calling today is because she's, uh, apparently trying to log in to the website and she's unable to do it with the new group number. She was telling me that.
[CUSTOMER][NEUTRAL] With the previous number 226-49 she was able to log in and download the invoices but now with the new group, the 1 80112, she's unable to do it she was also trying to create a new account and she's not able to, so I was wondering if it's something that you can help her out.
[AGENT][NEUTRAL] Um, yeah, I mean, I can, but she's not the contact on file, so that's probably why she's having trouble.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Have you verified any information?
[CUSTOMER][NEUTRAL] Um, no, she just give me her information and the description of the reason she's calling.
[AGENT][NEUTRAL] OK, you send it to me.
[CUSTOMER][NEUTRAL] Let me just go back to her and let her know she's gonna be transferred. Thank you, [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Gracias.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I need a help. We have a um new group in our invoice of you guys and I can, I, I can't do anything in your web with your web page. I need to download the invoice.
[CUSTOMER][NEGATIVE] But I can't. I try to, to give a new user with the new group, but this don't work.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can take a look at that for you, um, so, um, the new group, um.
[AGENT][NEUTRAL] The contact person that we have on file, [PII], would need to be the one that sets that account up.
[CUSTOMER][NEUTRAL] Yes, it's my boss.
[AGENT][NEUTRAL] Yeah, he would it so we have his information in the system, so he would be the one that would need to set up that online account.
[CUSTOMER][NEUTRAL] Yes, he's my boss.
[CUSTOMER][NEUTRAL] He, he, he has to call, to call you?
[AGENT][NEUTRAL] No, he would, he just would need to be, he just would need to be the one that sets the account up on the online service center since he's the contact person.
[CUSTOMER][NEUTRAL] Well, I, I can, I can do the.
[CUSTOMER][NEUTRAL] No, OK, um, I, I tell him that they can, they have to call you guys.
[AGENT][NEUTRAL] No, he doesn't have to call. He just, he just has to be the one to set it up.
[CUSTOMER][NEUTRAL] Because I am the, I'm, I'm his his assistant.
[AGENT][NEUTRAL] Because it's gotta it's gotta match the information that we have in the system and it's his information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can, I can, I can tell you the information that you that you want. What do you want?
[AGENT][NEUTRAL] No I no I'm saying with the online service center to set up that account it would have to be his information used to set it up.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I, I, I can't understand you. I have the information of the bank also.
[AGENT][NEUTRAL] OK, yeah, OK, so what information are you, what information are you entering to set the account up?
[CUSTOMER][NEUTRAL] I have all the information that you have, that you need.
[CUSTOMER][NEUTRAL] OK, I, I, I'm in the web page in new user and I put a new group number, the zip code, the phone, the city, the email, and the state and put next and it says no user was found with the information that we end. Please try again. It is the persists, please contact our customer service.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] OK, so the information that you're entering has to match what we have in the system, so what zip code are you using?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group number is 80112. The ZIP code is [PII].
[CUSTOMER][NEUTRAL] The phone number is the phone of my boss [PII] [PII].
[AGENT][NEUTRAL] That's not the phone number we have on file.
[CUSTOMER][NEUTRAL] The city is [PII], the email is the
[CUSTOMER][NEUTRAL] Uh, OK, [PII].
[CUSTOMER][NEUTRAL] Uh, wait a minute, I have another, this is the, the older, the older phone. Wait a minute, I try to reach.
[CUSTOMER][NEUTRAL] The other number, the other phone number, right.
[CUSTOMER][NEUTRAL] I don't have it. I think this.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's the phone number we have on file. So that'll be the phone number that you need to use to enter.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I can, can I
[CUSTOMER][NEUTRAL] Can I edit the number because that number is that it didn't in 6 anymore for us.
[AGENT][NEUTRAL] [PII] would have to email us something in writing in order for us to change that phone number.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Ah, OK, OK, I, I let him know. And the email is Miss [PII] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it says uh.
[CUSTOMER][POSITIVE] That's interesting.
[CUSTOMER][NEUTRAL] Go to.
[CUSTOMER][NEUTRAL] OK, uh, it says thanks employer thanks a verification code has been sent to the email address.
[CUSTOMER][POSITIVE] We have a record. Check the mail. OK, thank you so much. I appreciate.
[AGENT][POSITIVE] No problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, it's, it's that for now. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL and you have a good day.