AccountId: 011433970860
ContactId: 48848b31-3d26-49ac-b148-0c4c41e135e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542559 ms
Total Talk Time (AGENT): 256343 ms
Total Talk Time (CUSTOMER): 160773 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/48848b31-3d26-49ac-b148-0c4c41e135e0_20250430T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Marri Mar Construction. We received an email regarding um a pending invoice.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] But we haven't received any invoices via mail.
[AGENT][NEUTRAL] OK, what's your group number?
[CUSTOMER][NEUTRAL] Give me a second because since we haven't received anything I guess I have to get it from last year, no?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, well, yeah, it should be the same group number, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sorry about that group number is 17.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] 296.
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII] from Marin and Marin Construction.
[AGENT][NEUTRAL] Would you give me your mailing address and uh phone number, please?
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]. That's the company address.
[AGENT][NEUTRAL] Yes, ma'am. And can you confirm your phone number for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see here. That's what I have here, so.
[AGENT][NEUTRAL] Let me look into this.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, [PII], it doesn't look like I have you down as a contact for this company. I won't be able to discuss your bills with you unless I'm given permission to speak with you about them.
[CUSTOMER][NEUTRAL] Sure, give me a second. So, I will give you the authorization. Give me one second.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Hi [PII], I apologize. Yes, ma'am, I apologize. We just have your name down for the contact, so I just needed to get permission to speak with her.
[CUSTOMER][NEUTRAL] Um, you could speak to [PII].
[CUSTOMER][NEUTRAL] Can you add her to that list for.
[AGENT][NEUTRAL] Yes ma'am, if you wouldn't mind I would just need an email to do that so I have back up to that change, um, if you just send it over or you guys could add her as a user on the online service center if you would just log into your account and you could just add her.
[CUSTOMER][NEUTRAL] So she
[CUSTOMER][NEUTRAL] You need to send an email OK.
[CUSTOMER][NEUTRAL] I mean, I don't believe we've ever used it, uh, we've never used the online service center, so this is news to me as a matter of fact that's why we were shocked to receive emails.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I have um
[AGENT][NEUTRAL] I have um I do have one that was set up. It was um I apologize I said if I pronounce this wrong, [PII] and then the email is [PII].
[CUSTOMER][NEUTRAL] She says that one was set up with [PII] [PII]. I don't know who the heck did that. OK, hold on, let me put you through back to [PII]. Hold on.
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] Hello hello?
[AGENT][NEUTRAL] Hi [PII], sorry about that. I just needed to get permission. I, I can't discuss anything without that contacts permission.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] I understand completely.
[AGENT][NEUTRAL] So I was just letting her know that excuse me, on our online service center an account was set up for the business and the username is [PII] [PII] [PII] and all APL is caps and the email that was used was [PII].
[AGENT][POSITIVE] I was just letting her know that if you guys were to go on there and set up um another user under that account with your name that we could get you on there and we wouldn't have any trouble uh whenever you were to call in the future.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and my question is how can we get the bills because obviously we haven't got any bills.
[AGENT][NEUTRAL] So I confirm the address with you and it was correct so I'm not sure why you're not receiving those however, um, if you wanna try and log into the online service center while we're on the phone you'd be able to see them there and um I will look through my notes to see if we've gotten any return mail on your with from your group.
[CUSTOMER][NEUTRAL] OK, let me try to log in. I guess I'm gonna have to uh create a password because we've never created this so.
[AGENT][NEUTRAL] No, there's already one created, um, the, uh, the username is [PII], and you might have to reset the password. Do you have access to that email that I was telling you? [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, so that's where the email should go to when you choose to reset it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] OK there we go.
[CUSTOMER][NEUTRAL] Sent
[CUSTOMER][NEUTRAL] Enter verification. Give me a second.
[AGENT][NEUTRAL] And I'm not sure let's see, it says here you guys were in renewal hold and that may be why you hadn't received invoices up until now we do not generate those while a group is in renewal.
[AGENT][NEUTRAL] But.
[AGENT][NEUTRAL] I'm not sure how long that took because
[AGENT][NEUTRAL] The note that says you guys went into hold was in September of last year and then.
[AGENT][NEUTRAL] The renewal status was released from hold just this month, so I'm not sure why that would have taken so long.
[CUSTOMER][NEUTRAL] And and why is it that they put you on on hold?
[AGENT][NEUTRAL] During renewal, um, when the business is renewing their um.
[AGENT][NEUTRAL] Their policies they put uh the company the group on renewal hold so new new apologize I'm getting tripling over my words. So new invoices are not generated to where they would potentially be wrong if the company were to make any changes in their renewal.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] OK, [PII] Summit.
[CUSTOMER][NEUTRAL] Hi Mrs. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] located at [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Please press to confirm. Press 3 to delete. Your selected option is 1.
[CUSTOMER][NEUTRAL] OK, I'm gonna log in now. I just changed the password.
[AGENT][POSITIVE] Oh yeah, OK, good job.
[CUSTOMER][NEUTRAL] Please wait a few moments to.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Confirmed. If you need to make any changes, please call the office.
[CUSTOMER][NEUTRAL] So me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see all the invoices here.
[AGENT][NEUTRAL] OK, so if you guys would like to pay those online you would just click on one of the open invoices and you should see the detail of that invoice come up it should load at the bottom you can make any changes there and then you would wanna hit submit invoice and it would walk you through the options of how to pay it, but you can also excuse me, you can also mail in a check, but if you guys wanted to take care of it quickly, the best way would be the online service center.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] No problem. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all I needed.
[AGENT][POSITIVE] Alright [PII], you have a great day. Remember, remember to set yourself up as a user underneath that user with your name so that um in the future when you give us a call that we'll be able to talk with you without having to talk to [PII].
[CUSTOMER][NEUTRAL] And that's how do I do that in uh admin guide or account?
[AGENT][NEUTRAL] Yes, that under the admin you could just add a new user.
[CUSTOMER][POSITIVE] OK perfect OK.
[AGENT][NEUTRAL] I tell you
[AGENT][POSITIVE] OK, I hope you have a great day. Thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks bye bye.