AccountId: 011433970860
ContactId: 35fbfd78-0f2a-40f5-9f3b-efe38669a0e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1159140 ms
Total Talk Time (AGENT): 424885 ms
Total Talk Time (CUSTOMER): 400408 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/35fbfd78-0f2a-40f5-9f3b-efe38669a0e8_20250211T19:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh hi, good afternoon. My name is [PII]. I'm calling from Bank of America's too, and I have a question. I'm not sure if you're able to help me. Um, we have not received the invoice yet for this month.
[CUSTOMER][NEUTRAL] Um, and the person that usually gets all these notifications, she has retired, um, how do I, how can I get the invoices going forward, um, would I have, what do I need my manager to call or how can we change, uh, you know, the person in charge of the account now?
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what's that uh group number, please?
[CUSTOMER][NEGATIVE] Give me 1 2nd. I have the invoice right in front of me and I lost it. One second.
[CUSTOMER][NEUTRAL] 80808.
[AGENT][NEUTRAL] And then, what's the group name?
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][POSITIVE] Sorry about that. OK, the
[AGENT][NEUTRAL] Oh you're fine.
[CUSTOMER][NEUTRAL] You said the group number correct?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see APL invoice number.
[CUSTOMER][NEUTRAL] Where would the group number 18196.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number, Ms. [PII], in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEGATIVE] OK, give me one moment. My computer does not wanna work today, so it's going extremely slow.
[AGENT][NEUTRAL] It's acting like it's Monday.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's only Tuesday.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Oh good, OK, mm mm.
[AGENT][NEUTRAL] Let me try this screen.
[AGENT][NEUTRAL] OK, and the name of the group, I'm sorry.
[CUSTOMER][NEUTRAL] The name of what? I'm sorry.
[AGENT][NEUTRAL] Uh, the name of the group?
[CUSTOMER][NEUTRAL] Oh, we are Point of America's 2, Point of America's condo apartments phase 2.
[AGENT][NEGATIVE] Oh no
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Uh, they would just need to send an email with a contact update, um, to our care team at [PII]. That way they can change it in the system.
[CUSTOMER][NEUTRAL] Who will be the one who's the one that has to send that, uh, email?
[AGENT][NEUTRAL] Uh, the group admin, um.
[AGENT][NEUTRAL] OK so Miss [PII].
[CUSTOMER][NEUTRAL] Because the person, I believe, yeah, she retired.
[AGENT][NEUTRAL] Oh, when does she retire?
[CUSTOMER][NEUTRAL] She, her last day was Friday.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] Yes, so I know she's been here for 20, she was here for 25 years, so I imagine we're heartbroken, but you know she wanted to.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, so I don't know if maybe um the property manager will work if she sends an email. I don't even, uh, last time I called I was told that the only person that you have for contact was [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, so, um.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] It's not a date.
[AGENT][NEUTRAL] [PII] or manager of the group.
[CUSTOMER][NEUTRAL] The, I mean, do you have [PII] on file? She is the manager of the building.
[AGENT][NEUTRAL] Mm, I don't show her name, but let me check one other area.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this one.
[AGENT][POSITIVE] Oh, let me now she's only one bless it.
[AGENT][NEUTRAL] Well, she can, uh, well, let me get with uh someone in our billing department and see what they say, who the next person could be.
[CUSTOMER][NEUTRAL] OK, I mean, I guess.
[CUSTOMER][NEUTRAL] Right, I mean, the the what I can do is, I mean I can have her log in and send an email.
[CUSTOMER][NEUTRAL] She doesn't work here anymore, but I guess I can ask her to do that for me. Does it have to come from her email? I'm assuming, right?
[AGENT][NEUTRAL] Mm, probably.
[CUSTOMER][NEUTRAL] From her, uh, work.
[AGENT][NEUTRAL] Well, they have her name. But let me, let me double check with the representative, just to double-check if the person is no longer, cause I, I would hate to tell you, yeah, if she can send us a quick email that I've retired, you know, but.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Right, no, no, I completely understand. This is something that we should have done before she left, but she has so much stuff to do, I guess completely forgot about it, and I have a note over here to send an email to care team at AMpublic.com to include the group number and the group contact information. So I had called last week and asked for this information. I guess I, I left her on her desk. I guess she didn't, she didn't get to see it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I wanna see if they respond. I just sent a IMC if they respond because I would like to know. I would hate for say, yeah, just send an email or.
[CUSTOMER][NEUTRAL] Yeah, I mean even for future references.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You would know, uh, I have another question. Uh, I have not yet received the bill for February.
[CUSTOMER][NEUTRAL] The last one I received was in [PII].
[CUSTOMER][NEUTRAL] Wait, [PII] we received the invoice for January, but I have not yet received the one for February. I don't know if you can maybe help me with the amount I listen to the physical.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, invoice gets here.
[AGENT][NEUTRAL] You say your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, I call you Ms. [PII]. I'm sorry.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] And um I forgot to ask, but verify the group mailing address.
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, it would be [PII].
[CUSTOMER][NEUTRAL] Um, the emails.
[CUSTOMER][NEUTRAL] OK, so my email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just one.
[AGENT][NEUTRAL] Man, I'm wearing a pickle. No one has answered yet. Let me check one other spot.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Are you able to get into the OS uh to our online service center?
[CUSTOMER][NEUTRAL] Uh, that's what I was trying to do. I was trying to log in, uh, with [PII] or at least try to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I did try um creating my account and it doesn't let me cause apparently [PII] is supposed to give me access.
[AGENT][NEUTRAL] Mhm and that's why I was wondering if um.
[AGENT][NEUTRAL] I don't know because on our online service center, we do have it to where you can add additional users or contact people that way.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] But no one's answering me. Let me call. Maybe it's best to call. Hold on one quick moment for me, OK?
[CUSTOMER][POSITIVE] I mean, no worries, yeah.
[AGENT][POSITIVE] All right, thank you, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] and the care team. How are you today?
[CUSTOMER][POSITIVE] Hi, I'm good. How are you?
[AGENT][NEUTRAL] Uh, I'm sleepy.
[AGENT][NEUTRAL] Oh, I wish, well, I had to break my lunch to go to the alcoholic meeting, so, yeah, but I'm happy, you know, our numbers are looking good, so that's always awesome, but um.
[CUSTOMER][NEUTRAL] Same
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I have a quick question for you. Um, I have a group representative on the phone. I put it through the chat, but I didn't get a response, but the person that is our group contact in the system, she retired Friday, and who will be the next person that will be able to like send us an email to the online, the OSC.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I saw that, but I didn't really want to speak out of turn, but I think that um
[CUSTOMER][NEUTRAL] I think as long as it came from the domain.
[CUSTOMER][NEUTRAL] The right, the same domain I think it's OK, um.
[AGENT][NEUTRAL] I like them, they have to share the same email because the woman to call her, she said hers is admin at the PO whatever and OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm thinking that it's that as long as it's the um comes from the same domain I'm fairly certain um tell them it probably wouldn't hurt to copy their broker on the email but just send it over to your team and.
[AGENT][NEUTRAL] I guess
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we can get it changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and they are uh in a group.
[CUSTOMER][NEUTRAL] I just want to speak out of time, so.
[AGENT][NEUTRAL] All right, yeah, uh, I was just looking and they are in a group there, but
[CUSTOMER][NEUTRAL] What was that?
[AGENT][POSITIVE] Yeah, bless her heart. They even group admin, she, she retired and she didn't send an email and say, hey, I'm retiring, here's the
[AGENT][NEUTRAL] Next person in line to give information, but I just didn't want to say, well, we just need to get an email from the group, same with the contact without checking first.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's crazy because usually you know you have time when you're retiring, you can do all those kinds of things, but if you just leave abruptly, then that's different.
[AGENT][NEUTRAL] Well she said she said forget all this, I'm out.
[AGENT][NEUTRAL] Let them figure it out. I figure it out.
[CUSTOMER][NEUTRAL] Figure it out people.
[AGENT][POSITIVE] Alright, well, I appreciate you. Thank you so much.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][POSITIVE] All right. Have a great one. Bye.
[CUSTOMER][POSITIVE] Bye. Oh, you too. Thanks. Bye.
[AGENT][NEUTRAL] OK, Ms. [PII], thank you so much for holding. Um, I spoke with someone in our billing department and they said, uh, just as long as the, I guess the domain name is the same that they can accept it that way. So just send an email to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you mean from the same email?
[AGENT][NEUTRAL] Mhm, like where it shows like the group, you know, the [PII]. If it's the same coming from that same domain, it's fine. So we can just
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, that's perfect. So it can come from from me from admin at POA2 or bookkeeper at POA2.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and she said to you can also um include the broker's email, um.
[CUSTOMER][NEUTRAL] Which is uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's fine, but you can send a email to our care team and just explain that Ms. [PII] is no longer
[AGENT][NEUTRAL] that she is retired, she is no longer with the group and please add contact information for this person with this email address in the system, and that's fine.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh perfect thank you so much for your help. That was much easier than when I thought it was gonna be.
[AGENT][NEUTRAL] Yeah, me too. I mean, I wasn't sure. I was like, um, I don't know and I hate saying I don't know, but um.
[CUSTOMER][POSITIVE] But hey, we learned something new today, you and I.
[AGENT][NEUTRAL] We did, and, and I would say once you send that information and they change the contact information on the system, then you should be able to set up on the online service center and they do have it to where you can pay on the um the two invoices for January and February. Yes, ma'am.
[CUSTOMER][NEUTRAL] The portal.
[CUSTOMER][NEUTRAL] OK, does January still shows outstanding?
[AGENT][NEUTRAL] Uh, let me look at that one.
[AGENT][NEUTRAL] And this script number.
[AGENT][NEUTRAL] C R MAR.
[AGENT][NEUTRAL] Uh, January looks like it's good to go, so it's February.
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Will you be able to email me that invoice for February because I, I, we usually get it like mid, uh, I mean mid January for February and it hasn't arrived so I'm a little um wary that we haven't received the invoice yet for February.
[AGENT][NEUTRAL] Uh, not without showing that you're a contact person for us to email, um.
[CUSTOMER][NEUTRAL] OK, so send that email first and then request the invoice.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. And you can um put it all on the same email, letting us know the contact person has changed and then ask for February invoice. You can do it all at once because it what's gonna happen, and we'll send it to billing and they'll respond usually within 24 hours.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and by any chance are you able to tell me if we switch to um instead of paper invoice email because surprised that we haven't I received it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh gracious, can I have the wrong screen.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See.
[AGENT][POSITIVE] I know it's billing gracious and they.
[AGENT][NEUTRAL] be quiet, be quiet.
[AGENT][NEUTRAL] It's the caller, oh, you, they say you can send an email requesting um it's be uh sent via mail.
[AGENT][NEUTRAL] Wait
[AGENT][NEUTRAL] Invoices cannot be emailed for a group must sign on to the OSC to access them electronically.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, the, they'll receive an email when it's time for them to log on.
[AGENT][NEUTRAL] I would say to send that in the email, just send all three contact change request for that February invoice.
[CUSTOMER][POSITIVE] Mhm perfect we'll do that thank you so much for your help.
[AGENT][POSITIVE] Uh, you're welcome. I'm sorry. Well, I learned something with you today too, so I appreciate it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, have a good one bye bye. Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.