AccountId: 011433970860
ContactId: 3a4a7ea3-4409-4011-adb9-18fc1646a924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2943379 ms
Total Talk Time (AGENT): 841395 ms
Total Talk Time (CUSTOMER): 841032 ms
Interruptions: 9
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/3a4a7ea3-4409-4011-adb9-18fc1646a924_20250613T18:04_UTC.wav
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[AGENT][POSITIVE] We're gonna start this.
[CUSTOMER][NEUTRAL] Autocoma when started um congina toyamando de iura inc.
[CUSTOMER][NEUTRAL] I um.
[AGENT][NEUTRAL] Gina, I'm gonna pass you.
[CUSTOMER][NEUTRAL] OK, look for uh el website uh I just see and pre ingreo con er user name pero meapiendo estab meapiendo un email cuando ingres email quetara ok le [PII] um ingresa inola deja nolaja.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] el email and.
[CUSTOMER][NEUTRAL] Tema del dia [PII] gettamo than the pala factura in a poo pagar.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you.
[CUSTOMER][NEUTRAL] Yeah, yeah, oire nomola fact memo laura er coo pueja.
[AGENT][NEUTRAL] I'm a person.
[CUSTOMER][NEUTRAL] OK, to me to me to mea preuntaa prejunta auto tometas to the department the billing.
[AGENT][NEUTRAL] Yeah, ma'am.
[AGENT][NEUTRAL] No, so the parliamentary claims perro uh bamos in cosas primero pomos in uh la cuenta jelarear correct auto avios or TNN pro.
[CUSTOMER][NEUTRAL] No, no, no, no, la cuenta restados Siretado, it is, it is in bringres, uh-huh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] C
[AGENT][NEUTRAL] Mhm. Sino lento prontovalo register.
[CUSTOMER][NEUTRAL] Lauenteta
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It mm is this a nosy sema el website um and the group and the gena.
[CUSTOMER][NEUTRAL] Mira is Binti Uno.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uno Uno cuadro.
[AGENT][POSITIVE] OK, per the sounds good.
[AGENT][NEUTRAL] See interfai can be a nosesi condo laina elliosos can eat like puento right notta can interface can be.
[CUSTOMER][NEUTRAL] No, no, you know, no, no intent intenttado is in normal ment nouna cuenta.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] AC
[CUSTOMER][NEUTRAL] Or I porqueocambio.
[AGENT][NEUTRAL] It's Sea website.
[CUSTOMER][NEUTRAL] Uh, on the logo and they create to my.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] See they create your OSC account with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Now you lie.
[CUSTOMER][NEUTRAL] Uh huh yeah.
[AGENT][NEUTRAL] Me el poo you know.
[CUSTOMER][NEUTRAL] A group on the on on that this is a group.
[AGENT][NEUTRAL] See group Le our next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This the samoso el correelectronico asocido la cuenta.
[CUSTOMER][NEUTRAL] OK, Claudio pain the [PII] zip code [PII] on enter yours a phone number una OK nowma uh ready.
[AGENT][NEUTRAL] So let me take the.
[AGENT][NEUTRAL] See Gina solamente loqueosqueson er por porto solamente utilli group eel electronico.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Sepa calling.
[AGENT][NEUTRAL] that next la vale paso is on the rear abuti primero confirma lie.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Levape leva de seal electronico levadar.
[CUSTOMER][NEUTRAL] I'll email, uh huh.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Clark
[AGENT][POSITIVE] And yeah, this was the lavaa car to me yeah I love it.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] OK, this queo el el email querado in coloco send verification code or a generallo demas.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK this is el el email the send verification code information new password theta confirmmar.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Julio hero, uh, inclusion el el no password just you know it's la.
[CUSTOMER][NEUTRAL] The una veto.
[CUSTOMER][NEUTRAL] And the verification.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] verification.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] B.
[CUSTOMER][NEUTRAL] Ok, per the momento.
[AGENT][NEUTRAL] Talama.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Don't elmo password.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, permit the.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] APA.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I let me let me.
[AGENT][NEUTRAL] That was.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] on the reset display name is a user name.
[AGENT][NEUTRAL] See, a number, you see.
[CUSTOMER][NEUTRAL] A user name.
[AGENT][NEUTRAL] Solamente [PII] cuando cuando aga [PII] to the user name [PII] know about delia correo electronic asocio de la uente.
[CUSTOMER][NEUTRAL] I go moqueta.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] In quelo el electronic er.
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] electronic nose.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Display it given name kioloco.
[AGENT][NEUTRAL] Look
[CUSTOMER][NEUTRAL] Give me a moment to put forward.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Polata.
[CUSTOMER][NEUTRAL] C3 is.
[AGENT][NEUTRAL] Lester.
[CUSTOMER][POSITIVE] In cute [PII] to er
[CUSTOMER][NEUTRAL] Surname given name it loca.
[AGENT][NEUTRAL] Uh, she knows the ceno.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Porque.
[CUSTOMER][NEUTRAL] OK, and say continue, continue, or the same verification code.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] is verification calls on reso.
[CUSTOMER][NEUTRAL] No, the yellowylo yellow Monday. OK, yellow Monday.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Unquelomande lovas continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think it's in.
[AGENT][NEUTRAL] I got it.
[AGENT][NEUTRAL] The.
[AGENT][NEUTRAL] I can say it again.
[CUSTOMER][NEUTRAL] In a company.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Quesomo Roboa.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Noilloconoses.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] I don't know no no my family.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] This is in to ye yellow puso this aa change email.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh Pongo continue.
[AGENT][NEUTRAL] Sigusta can uh actually send email where it can be a losino so you're gonna miss more see if let that continue.
[CUSTOMER][POSITIVE] I continue. OK, perfect, continue.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] I agree.
[CUSTOMER][POSITIVE] I agree, continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I say log in.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] In verification code certo.
[AGENT][NEUTRAL] Um, no no, no, no, it's information on the.
[CUSTOMER][NEUTRAL] In Laport premera base OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] [PII] pajinapletamente.
[AGENT][POSITIVE] Yes yes.
[AGENT][NEUTRAL] Or is uh Justin Sudash for that.
[CUSTOMER][NEUTRAL] C
[AGENT][POSITIVE] Perfect. And that's a lapar on this um.
[AGENT][NEUTRAL] Mm, where Berlin boys and lake.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] Kemoehaki or implemented all broke.
[AGENT][NEUTRAL] No, 0.3.
[CUSTOMER][NEUTRAL] CSCumo Group
[CUSTOMER][NEUTRAL] You OK.
[AGENT][NEGATIVE] See she uh dreads.
[AGENT][NEUTRAL] Uh, I said.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm dashboard uh.
[AGENT][NEUTRAL] Pal.
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, invoicing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I make netaun but uh.
[CUSTOMER][NEUTRAL] My God, it parapagar, no, the no, no, no singlibo is pero parapagalo.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no mere cuano uh medale invoicing and toes uh this I own invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh queta.
[CUSTOMER][NEUTRAL] [PII] locally may after reviewing, please submit the invoice to complete the process.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Submit invoice.
[AGENT][NEUTRAL] Intend to submit the invoice.
[CUSTOMER][NEUTRAL] Uh, I'll say AI is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh tell me telling for information.
[AGENT][NEUTRAL] De laloomatico or
[CUSTOMER][NEUTRAL] Delpago no, no, no, not pao tomatico informacion de la.
[AGENT][NEUTRAL] See, but then I have any interest in a moment.
[CUSTOMER][NEUTRAL] See, permit the moment.
[CUSTOMER][NEUTRAL] con.
[CUSTOMER][NEUTRAL] Silopagamo.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] above
[CUSTOMER][NEUTRAL] No, no, Europa Europa.
[CUSTOMER][NEUTRAL] Perjeta I don't be alter.
[CUSTOMER][NEUTRAL] Conal
[CUSTOMER][NEUTRAL] Going ACH.
[CUSTOMER][NEUTRAL] Give me a moment I call.
[CUSTOMER][NEUTRAL] Give me a moment.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I well I used to getto say see see call banco yeah.
[CUSTOMER][NEUTRAL] Uh submit.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Print OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] A me a print coupon.
[CUSTOMER][NEUTRAL] One moment, hold on.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, Pero, OK, come out in premier.
[CUSTOMER][NEUTRAL] Yellow yellow perocoma para para in primit is a confirmation the pago.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No antemelo anteuya poa palo osa poa um er.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Printialo.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] No the the the the print.
[CUSTOMER][NEUTRAL] Oh, I don't know maybe uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, no me I said option the the they say print coupon to me me mevaja.
[CUSTOMER][NEUTRAL] Permera pajina de laura but no spa gonna confirmation number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] No uh no receiving and electronic confirmation.
[CUSTOMER][NEUTRAL] The quetapacado no, no, no, no casino quelolo.
[CUSTOMER][NEUTRAL] Uh, tell me the print printialla a payment confirmation euro printiavaallolo and PDF loverdava perquino meta desop.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, um.
[AGENT][NEUTRAL] No apartavajo paid invoices collected.
[CUSTOMER][NEUTRAL] Permit the momento.
[AGENT][NEUTRAL] I don't understand those invoices but abajito de Abajito the submitted invoices.
[CUSTOMER][NEUTRAL] Is a trocion.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, permit them into mm.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] My group
[CUSTOMER][NEUTRAL] Invoicing.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm lorisal.
[CUSTOMER][POSITIVE] No, mesallo mimo meal numerro deli invoice yet amazing with el contoloque to it no par nomaparque numerair.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And if so.
[CUSTOMER][NEUTRAL] To mesale [PII] commo no open invoices establi to esta yes quilaquetapa per numer confirm.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Indianorouesto um
[AGENT][NEUTRAL] no no information is um Gina.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Epanol panol portfo.
[CUSTOMER][NEUTRAL] E4
[AGENT][NEUTRAL] OK. Uh, so you were saying if we get an anemia, you can like a.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Necessity a.
[AGENT][NEUTRAL] When I was a the the the controller for my.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Re.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APM. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], good afternoon.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] How are you doing?
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][POSITIVE] I'm good, thank you.
[AGENT][NEUTRAL] [PII], what is your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And uh, my name is [PII] and I'm from Claims. The reason I'm calling is because I have a group on the line who's trying to
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Download the um like the receipt for payment for the group. I was trying to assist her, but um there's no way. I mean, she doesn't see where she can download this information. She says she used to it with the, with the old system. She was able to, to download the image uh on her PDF. Could you, could you assist us with this?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, hold on one moment, let me pull up the, let me, hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] But yes, we can.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] I'm sorry, I, I asked for you last night because you sound so familiar. I'm so sorry that I mean to.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, it's OK. No, you're fine. I thought you were a provider. I didn't know you were with us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] Oh, OK, got you.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] I'm just looking on the because you know with the new online service center everything's different so.
[AGENT][POSITIVE] Yeah, absolutely. That that's.
[CUSTOMER][NEUTRAL] I'm trying to see how they even get to the.
[AGENT][NEUTRAL] Uh, yeah, I, I, I get the.
[CUSTOMER][NEUTRAL] OK, that's me to.
[AGENT][NEUTRAL] I get the, the uh the group uh guide here and I was trying to read it, but
[AGENT][NEGATIVE] I think this information is missing from here cause I don't see how this person can download it. She said that she clicked on it and all it shows is, is the, you know, the image of the invoice and also the information of the employees.
[AGENT][NEUTRAL] But there's no way that she can download uh like a receipt, you know, of the payment she made, cause she just made the payment right now.
[AGENT][NEUTRAL] So I was wondering, do we send an email with the confirmation for the payment or?
[CUSTOMER][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] It's just, I don't know, like they have to assume that it's paid because there's no more invoices in the system.
[CUSTOMER][POSITIVE] I mean, that's, that's a good question. I can ask group billing for you. Um
[CUSTOMER][NEUTRAL] Hold on, that employee update your bill.
[AGENT][POSITIVE] That would be great if you.
[AGENT][NEUTRAL] Do you need the group number by any chance?
[CUSTOMER][NEUTRAL] Just about um hold on one second. I'm looking through the um.
[CUSTOMER][NEUTRAL] User guy, but yeah, I don't see it select if you want a payment.
[CUSTOMER][NEUTRAL] Confirm the invoice.
[CUSTOMER][NEUTRAL] Paid invoices to view past invoices, but what about receipts?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Receipts a confirmation number. I don't know, something like that.
[CUSTOMER][NEUTRAL] Of paid.
[AGENT][NEUTRAL] So like I said, the, the person on the phone says that before she, she was able to download the payment, I mean the
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I guess the confirmation stating that they, the bill was paid.
[AGENT][NEGATIVE] She was, she used to download it as a PDF but now she doesn't see where she can do that.
[CUSTOMER][NEUTRAL] OK, how does the group.
[CUSTOMER][NEUTRAL] Download a receipt.
[CUSTOMER][NEUTRAL] For confirmation of a payment just made. I'm not sure if I'm sending it to the help chat. Hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean, I can take the call if you want me to. I, I don't.
[AGENT][NEUTRAL] The thing is that I, I, I told her I'm gonna be transferring her.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Cause that part, you know, I don't really know how that works, but uh she doesn't speak English.
[CUSTOMER][NEUTRAL] OK, you can send it over.
[AGENT][NEUTRAL] But she doesn't speak English. Do you speak Spanish?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No, let me see if Seoul's available. Hold on one second.
[AGENT][NEUTRAL] You sound like you speak Spanish.
[AGENT][POSITIVE] All right, cool.
[AGENT][POSITIVE] Yeah, if So is available, I can transfer her to Saul. That'll be great.
[CUSTOMER][NEUTRAL] OK, I for you. Hold on one second.
[CUSTOMER][NEUTRAL] She is on a soul is on a call. Um hmm.
[AGENT][NEUTRAL] I mean, if you, if you get a response from the, from billing, how do they can get this information, I can pass it on. That's not a problem. I don't.
[CUSTOMER][NEUTRAL] Then you can tell her, OK.
[CUSTOMER][NEUTRAL] Alright, hold on one second.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] How many pills a day do you guys get for
[AGENT][NEUTRAL] But then you always see thing.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] A lot
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] A whole lot.
[AGENT][NEUTRAL] It's been two crazy weeks.
[CUSTOMER][NEUTRAL] It's kind of starting to die down, but then once you think it's dying down, you get like a few back to back and then it dies down a little more.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, right now it's like, I mean, last week was uh everybody never, you know, didn't get uh access to the account because they were trying to use the, the old system and then you had to explain to them and they go and create the account and you thought it was gonna be that it. But now this week, this week is the groups, the groups are trying to do all the stuff and they, and they cannot do it, so they call it for it and I'm like, Jesus.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, honestly, I think I think this whole week, I only have like 2 calls in regards of claims, you know, directly from claims or or asking questions about benefits, but everything else, it's, oh, I see.
[CUSTOMER][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] The whole over here.
[CUSTOMER][NEUTRAL] It's been coming through OSC.
[AGENT][POSITIVE] Yeah, everybody's coming for the thing, yeah.
[AGENT][NEUTRAL] Did you get any response from uh from the name?
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] How about [PII]? Is she available?
[CUSTOMER][NEUTRAL] I'm getting ready to
[CUSTOMER][NEUTRAL] No, so still on the phone. You wanna um.
[CUSTOMER][NEUTRAL] Oh, I can't take the call because she does, I'm, I keep getting ready to say you want me to take it?
[AGENT][NEUTRAL] I mean, I think because.
[AGENT][NEUTRAL] I mean, I can't, like I said, I can't stay here cause I told her, I told her that I, I can transfer it for her if, if.
[CUSTOMER][NEUTRAL] But I don't speak Spanish.
[AGENT][NEUTRAL] If she needs me.
[AGENT][NEUTRAL] But it's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] This is, you know, I don't wanna, I don't wanna put it on the line if we don't have the the information right.
[CUSTOMER][NEGATIVE] Right, and I can't assist her.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, OK. Someone's typing now. Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, hold on one moment for me, OK? Um, if you wanna check that with her, you can. I'm um talking to one of my leads now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEUTRAL] A.
[AGENT][NEUTRAL] Hey, I'm here.
[CUSTOMER][POSITIVE] Hey, thanks so much for holding. So group building is saying that um they can view and print their payment coupon. There's a button that says print coupon.
[CUSTOMER][NEUTRAL] Um, I guess we were supposed to know that that is a receipt.
[AGENT][NEUTRAL] OK, so the printing coupon, it's, it, it means that this the, the, the receipt, the, the, the confirmation number. Well, I didn't use the confirmation number or something more appropriate for that instead of coupon.
[AGENT][NEUTRAL] I'm sorry, it's just, it's been a long week. I apologize. I shouldn't say that.
[CUSTOMER][NEUTRAL] I mean, we're all on the same page. They need to change the wording if nobody gets it.
[AGENT][NEUTRAL] Yeah, it's so, it's what they use.
[CUSTOMER][NEUTRAL] Except group billing, but they're in the department.
[AGENT][NEUTRAL] Yeah, what they use that kind of words, you know, why, why you put coupon? I mean, you're paying an invoice. It's, what is the coupon work for, you know, it's
[CUSTOMER][NEUTRAL] But even still, it says, oh, I I don't know. I was thinking the past invoices are there.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Maybe we were supposed to know the payment voucher is your receipt.
[AGENT][NEUTRAL] Yeah, exactly, or say something like that or, or automatically says, hey, we send in a copy of your, of your paid invoice with the confirmation directly to the email. I don't know, whatever it is, it's just, we just, yeah.
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] I'm sorry. Um, so what they did, what they need to do is just print it out where it says coupon. It's where they're gonna see the receipt of the paid invoice. Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that what they say?
[CUSTOMER][NEUTRAL] Yes, that's what she's saying.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna um I'm gonna send that over to one of our, to one of my supervisors cause if everybody's confused, you know what? Never mind.
[AGENT][NEGATIVE] It is so confusing. The, the wording in this, in the, in the side is so confused and so repetitive. A lot of people is, is, is, uh, I don't know. Anyway, um, [PII], thank you very much. Let me, let me go back to the issue and let her know this information and maybe she could be able to obtain this.
[AGENT][NEUTRAL] This thing
[AGENT][NEUTRAL] Alright
[CUSTOMER][POSITIVE] All right, I know, well, thanks for, uh, I'm glad I got to talk to you. I hope you have a good weekend. I, I was about to say thanks for calling APL.
[AGENT][POSITIVE] Likewise, take care, right.
[AGENT][NEUTRAL] I know, yeah.
[CUSTOMER][POSITIVE] Have a good weekend.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] T
[AGENT][NEUTRAL] [PII] so I guess peer may was in contact on on care team [PII] de esto a use contact to on a departmente bill and ear per [PII].
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, so they say [PII]?
[AGENT][NEUTRAL] Are you this a coupon, print coupon, or download coupon.
[CUSTOMER][NEUTRAL] no.
[AGENT][NEUTRAL] He says I used to deliver a invoice para all the reference check on the invoice para.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] May repeat this port may repeat it 4 [PII].
[CUSTOMER][NEUTRAL] Get me the
[AGENT][NEUTRAL] See you later.
[CUSTOMER][NEUTRAL] Invoicing don't they say.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Coupon?
[CUSTOMER][NEUTRAL] Intraca on the print coupon, uh huh.
[AGENT][NEUTRAL] Mhm print coupon, yes, so you don't don't, don't deliver, but it's.
[CUSTOMER][NEUTRAL] Brain co, uh huh.
[CUSTOMER][NEUTRAL] Yeah I print coupon, uh-huh. I the I own the your your clique.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] In a labor.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oscela primera [PII]e la factura de limbo is commotal ola informacion el numero el group all numero la factura el barrapa per nomeda unnummeroiracion.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Aquino in numeral confirmation.
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] Ilcualitantes stiguilia precia confirmation.
[CUSTOMER][NEUTRAL] Claro claro [PII] claro numer confirmation the pagolapago er are pagabala factura de referencital de lumerola facturatal pero quimotal no solamenta la la primerapaina de la facttuaelloca.
[CUSTOMER][NEGATIVE] But no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Aura it uh auna casilla is the amount paid pertasia.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, say see um Jega um uh mama prota like cloudy but I see.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Give me a moment to no email yeah email the confirmation OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, no Yego, noego my I no email.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh there you go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK. Hmm.
[AGENT][NEUTRAL] Peritos here once again.
[CUSTOMER][NEUTRAL] OK. OK. OK. You are on hold.
[AGENT][POSITIVE] Yes yes.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII] uh the my I mean to contact the compelling pers in.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] and I said you said go and check it uh.
[CUSTOMER][NEUTRAL] Con con uentelban.
[AGENT][NEUTRAL] OK, um, unapadose processor says when I receive your own corla confirmation.
[CUSTOMER][NEUTRAL] OK, Quanto ou pasao.
[AGENT][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Perora canbio sierto por canoassin.
[AGENT][NEUTRAL] In a
[AGENT][POSITIVE] See, correct.
[AGENT][POSITIVE] See, see, that's the best.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's in a momento loose and a beer or or this car is practica into es aes a docuento el coupon.
[CUSTOMER][NEUTRAL] OK, your time.
[AGENT][NEUTRAL] He.
[CUSTOMER][NEUTRAL] No perono porque [PII].
[AGENT][NEUTRAL] [PII] CC
[CUSTOMER][NEUTRAL] It's a medicinal.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] See perceloposa Cardela facttua.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] No medicine up OK not implemented me in no inform do not confirmquepaque simplico.
[AGENT][POSITIVE] Correct, it's easy for.
[CUSTOMER][NEUTRAL] Of a no para paramanerra contable semi didn't wanna confirm de pao loqueois mec H orloquey con uh akin accounting yotemostra.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] we're supposed to.
[CUSTOMER][NEUTRAL] Prepago.
[AGENT][NEUTRAL] Put one.
[CUSTOMER][NEUTRAL] It notenocomar acomosepago she maintained a new numero confiacion is pago no sepago meclicosinosa condo cer el bano.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Por Poruppa.
[CUSTOMER][NEUTRAL] Base
[AGENT][NEUTRAL] Plala Nintendo automatic.
[CUSTOMER][NEUTRAL] In toque yeah email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. So you said not receiving an emails, a port for communication center.
[CUSTOMER][NEUTRAL] It's studying
[CUSTOMER][NEUTRAL] At the moment no.
[AGENT][NEUTRAL] M. M.
[CUSTOMER][NEUTRAL] OK, it salon have it OK.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][POSITIVE] Yeah, least, no, yeah, muchisima grazjo.
[AGENT][NEUTRAL] I.
[CUSTOMER][POSITIVE] OK gracias I that way by.