AccountId: 011433970860
ContactId: 302e4ab7-e65f-4d3b-a2c5-b1cf138cbffa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138279 ms
Total Talk Time (AGENT): 40281 ms
Total Talk Time (CUSTOMER): 83534 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/302e4ab7-e65f-4d3b-a2c5-b1cf138cbffa_20250611T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team.
[CUSTOMER][NEUTRAL] I have a group admin online or on the phone um I went ahead and told him that he needs to that they need to get the group primary to create the new OSC account.
[CUSTOMER][NEUTRAL] He did state though that a while back they asked for no longer to get paper invoices but to get emails he's saying that they're getting both and I am seeing um that they're getting a paper paper invoice um will they be able to do that once they set up the online account or do they need to contact you for that?
[AGENT][NEUTRAL] I can, well, it needs to come from the group contact um they can just simply email it into the care team and we can change it, but it needs to come from the group contact.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and he said he did that, and I'm not.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] It is 16714 Tara Bank.
[CUSTOMER][NEUTRAL] He said he sent it in a while ago and I did see that they were in renewal back in December, but.
[AGENT][NEUTRAL] Is this [PII] on the phone?
[CUSTOMER][NEUTRAL] No, so you need the primary group admin?
[AGENT][NEUTRAL] Yeah, he's, he's the only one that can make that request. um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I did tell him that [PII] will need to create the new account first, but he was wondering how they go about getting rid of the paper invoices when they've already submitted a request for it.
[AGENT][NEUTRAL] No, I'm not seeing where they.
[CUSTOMER][NEUTRAL] But I don't, I don't know how to read group.
[CUSTOMER][NEUTRAL] OK, so you're not seeing that the request is in there?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not able to read group notes yet. I'm, I'm still learning how to read those.
[AGENT][NEUTRAL] I'm not seeing where we've received where um where we've received a request to do it, um.
[CUSTOMER][NEUTRAL] For me.
[CUSTOMER][NEUTRAL] OK, I'll let them know that.
[AGENT][NEUTRAL] Yeah, but it needs to ultimately come from [PII]. Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] I'll just let him know that our two needs to send it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I will do that thank you so much for verifying that with me.
[AGENT][POSITIVE] You're welcome, no problem.
[CUSTOMER][NEUTRAL] Right, bye.