AccountId: 011433970860
ContactId: 2bce6cbc-e4b4-4b93-b6ac-4d66618f8924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 913010 ms
Total Talk Time (AGENT): 326299 ms
Total Talk Time (CUSTOMER): 319016 ms
Interruptions: 7
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/2bce6cbc-e4b4-4b93-b6ac-4d66618f8924_20250625T19:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, [PII], I'm here online. I'm a uh employer and uh your site is giving me such a hard time.
[CUSTOMER][NEUTRAL] Oh, so.
[AGENT][NEUTRAL] OK, so you're the administrator for a group and you're trying to sign into the portal?
[CUSTOMER][NEUTRAL] Well, I signed into the portal, but I don't know if uh my my signing in is correct because yesterday say inactive and actually I need to be the person who received the invoices because I'm the one who pays the invoices.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do first off is um to get some information from you then I'll need to pull up the group's information, verify several things for security, and then we can go from there as far as what would need to be done, OK?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] All right, so first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I'm so sorry, [PII]. What was the last name?
[CUSTOMER][NEUTRAL] [PII] S.
[AGENT][POSITIVE] OK, thank you. And a good callback number for you, please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you and the group number please.
[CUSTOMER][NEUTRAL] Uh, it's 16381.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments please to get the group's information pulled up.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first off, um, [PII], if you could please verify the group name and address.
[CUSTOMER][NEUTRAL] Sure, is that uh the Saint Andrew's Club Inc and the address is, uh, let me see what do you have [PII].
[AGENT][POSITIVE] Thank you and who else would be listed along with you as a contact for the group?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and what is his email address?
[CUSTOMER][NEUTRAL] His email address is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the primary phone number that we would have on file for the group?
[CUSTOMER][NEUTRAL] Well, that's the way you have here is uh [PII].
[AGENT][NEUTRAL] OK, so thank you [PII], for verifying the information. OK, so there was an update to the portal. So,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII] is going to have he's listed as the primary contact so he is going to have to set up a new profile in the portal and then reassign.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] This profile doesn't work because I'm here and he already um and he already did you know I'm uh so I'm looking at it.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do you see me my name there?
[AGENT][NEUTRAL] Not uh in the, he's already, are you saying he's already set up the new portal profile for the group?
[CUSTOMER][NEUTRAL] Yes, yes, we went in there and you know, uh, so but my name on the set up, you know, I did it myself, it came out inactive.
[AGENT][NEUTRAL] OK, so he is going to have to assign you, uh-huh.
[CUSTOMER][NEUTRAL] So, I talked to my
[AGENT][NEUTRAL] Because he's the prime.
[CUSTOMER][NEUTRAL] But I contact.
[AGENT][POSITIVE] Mm, I'm so sorry. I don't mean to speak over you.
[CUSTOMER][NEUTRAL] All right, well.
[CUSTOMER][NEUTRAL] Yeah, well, you know I actually contact my the broker and uh and she said I needed to call.
[AGENT][NEUTRAL] Correct. So according to what I can see,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII]. Give me just a, yeah, no.
[CUSTOMER][NEUTRAL] Is my name inactive twice in there?
[AGENT][NEUTRAL] No, ma'am. You're showing as active in the new portal.
[CUSTOMER][NEUTRAL] Oh, I, it shows active, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, good, good, good. Now my question is uh when I go in my group, OK, and I try to download that ID cards.
[CUSTOMER][NEGATIVE] Uh, doesn't let me, it's, you know, it's not, it's not working, and it says to call this number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me, um, let me check on something to see. I know that there had been an issue reported with that, that IT was looking into. I have not received an update that that has been resolved. So let me.
[CUSTOMER][NEUTRAL] You said unable to download ID yes, OK.
[AGENT][NEUTRAL] OK, so give me just a moment. I want to ask uh a question if you can bear with me just a moment.
[CUSTOMER][NEUTRAL] Sure, sure, sure.
[AGENT][NEUTRAL] OK, I'm just gonna I'm just checking to see if there's been any update on that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So give me a moment please to check on that for you. Are you trying to download just for one member?
[CUSTOMER][NEUTRAL] Yes, yes, maybe you can do it for me. I mean, because it says that I can't and, you know, she, she needs her card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, because
[AGENT][NEUTRAL] OK, and each employee does also have the ability I'm sure you're aware of this to set up their own profiles too, OK.
[CUSTOMER][NEUTRAL] I get
[CUSTOMER][NEUTRAL] I, I, yeah, but they, you know, like, they cannot get into there, they, you know, everybody's having such a hard time trying to get on the new portal. I don't know why you guys changed it. The other one were just perfect, you know, I wasn't on the reg either. I, you know, I'm the, the main person. I actually the main person that.
[AGENT][NEUTRAL] And if so, so I can tell you that because he is, his email is what is primary for this group. I don't know if it's always been that way, but if that would need to be changed, we would have to receive an email, [PII], requesting the primary email be changed from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To whomever it should be, you or, you know, but that would have to be sent to us in in a written request for that to be changed.
[CUSTOMER][NEUTRAL] OK, now let me ask you a question if you have both of our names as contact, you know, and, um, you know, uh, so.
[AGENT][NEUTRAL] Mhm, but we can only have one primary.
[CUSTOMER][NEUTRAL] OK, but that means that I have to, uh, he has to get permission for me to communicate with you guys?
[AGENT][NEUTRAL] No, he's the primary, so he would have to.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Yeah, if, if his email doesn't need to be the primary contact email on file for this group.
[CUSTOMER][NEUTRAL] What is that means?
[AGENT][NEUTRAL] He would have to send us an email.
[CUSTOMER][NEUTRAL] I, I understand that. I don't mind.
[AGENT][NEUTRAL] Requesting it to be changed.
[CUSTOMER][POSITIVE] I don't mind his email being there. I just wanna have this, you know, that I don't have, let's say that he's on vacation and I need to make changes, I need to speak to, you know, to you. I, I'm able to do that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, you're listed, you're listed as a contact. Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The two of you are listed as contact the the contact names for the group. It's just there can only be one primary email address and that is his at this time, OK.
[CUSTOMER][POSITIVE] Alright, good.
[CUSTOMER][NEUTRAL] Alright, so I don't mind. I, I mean, I, it doesn't, doesn't matter to me as long as I have the same authority with the group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And who is the employee that you're needing to get an ID card for [PII]?
[CUSTOMER][NEUTRAL] Oh yes, her name is [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then it's also trying to download my invoice and it says due to schedule maintenance the ability to download your invoice is unavailable at this time.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] So can you do both things for me?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Because I need to, you know, go over and pay and you know and uh and make sure that everybody's there.
[AGENT][POSITIVE] Yeah, I'll be happy. Yes, ma'am.
[AGENT][NEUTRAL] I can um send you that invoice to, yes ma'am. So give me just a second and I'm just gonna send one, I'll put them both in one email, but it's gonna just take me a moment to, to get them pulled up. So one second. Oh, you're welcome. And I'm sorry that, you know, we're having the technical problems, but I can assure you that our IT department.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Oh, that would be perfect.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] is working very diligently on getting these issues resolved.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][NEUTRAL] OK, and so are you needing the July invoice? Is that the invoice that you're needing?
[AGENT][NEUTRAL] June or July.
[CUSTOMER][NEUTRAL] Uh, July.
[CUSTOMER][NEUTRAL] Yeah, the one that is 2, the the 1,521 with 42.
[AGENT][NEUTRAL] Let's see 1 2nd.
[AGENT][NEUTRAL] I'm just gonna make sure on that it's still loading that for me, [PII].
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] OK, and what is your email address please, [PII]?
[CUSTOMER][NEUTRAL] It's [PII], just like that, [PII] [PII] A.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] Saint Andrews Club.
[CUSTOMER][NEUTRAL] Uh, [PII]. The same like the one you have there instead of [PII], yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Yeah, have you had.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK [PII], so the email that you're gonna receive from me is going to come from.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I am putting APL ID card in [PII] invoice in your subject line.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that that'll be easy for you to recognize.
[CUSTOMER][POSITIVE] Yes, that, that would be perfect.
[AGENT][NEUTRAL] Unless I wanna make sure that you do um receive that.
[AGENT][NEUTRAL] Before we get off of our call.
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, they're here.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yeah, this is right here. I appreciate. Let me see my the invoice.
[CUSTOMER][POSITIVE] OK, at least I can take care of this.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Until the site works well. Alright, I appreciate your help. Thank you, thank you so much.
[AGENT][NEUTRAL] OK. So you did receive it. OK. Uh, well, you're very welcome. So again, [PII], is there anything else that I can help you with this afternoon?
[CUSTOMER][POSITIVE] Uh, no, that will be it. Thanks so much.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you again for calling APL and I hope you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] You do too, bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Mhm