AccountId: 011433970860
ContactId: 5070c3b8-5d08-4ca3-a9ae-0ceb58faee20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282459 ms
Total Talk Time (AGENT): 91714 ms
Total Talk Time (CUSTOMER): 113728 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/5070c3b8-5d08-4ca3-a9ae-0ceb58faee20_20250603T14:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] in accounts payable for Pelican Energy Consultants. I'm trying to pay our bill online like I typically do, and it's not finding my information. Like I never used to have to log in with an email address before, but now it's asking me for one. And then when I put in my, um,
[CUSTOMER][NEUTRAL] Tax ID number, it's saying it's not finding us, our company.
[AGENT][NEUTRAL] OK, uh, well, our online service center had some changes, so you have to.
[AGENT][NEUTRAL] Set up or recreate, re-register, yes ma'am.
[CUSTOMER][NEUTRAL] Register, yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] And that's what I'm
[CUSTOMER][NEUTRAL] Yes ma'am, that's what I'm trying to do so it's asking me, so I told, I explained that it was a provider account like on the website and then I had to enter my tax ID, but it's saying it's not finding our company no user was found with the information that was entered.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm, and there could be a front of that tax ID though, but um.
[CUSTOMER][NEUTRAL] And that's when it gave me this number with.
[AGENT][NEUTRAL] See, and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Ms. [PII], what is that uh tax ID number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And are you putting a dash in between the two, the 0 and the 3?
[CUSTOMER][POSITIVE] I tried it both ways, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me, give me one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah let me see if he'll let me see anything.
[AGENT][NEUTRAL] Provider.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's not pulling up. Let me try one other.
[AGENT][NEGATIVE] Yeah, it's not showing up um.
[AGENT][NEUTRAL] Were you trying to check claim status?
[CUSTOMER][NEUTRAL] No ma'am, I was trying to make a payment on our invoice for um May.
[AGENT][NEUTRAL] Oh, you're calling from a group.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, maybe that's the reason why.
[CUSTOMER][NEUTRAL] Well, I'm calling from a provider. I mean we.
[CUSTOMER][NEUTRAL] OK, let me try that. Let me see, um, no, no, no, no, no, um, create your OSE so it should say group.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, group let's try.
[CUSTOMER][NEUTRAL] OK, and then I need a group number. mm, let me go get that.
[AGENT][NEUTRAL] What's that, yeah, I was gonna ask too what's that group number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 25743
[AGENT][NEUTRAL] 43.
[AGENT][NEUTRAL] Pelican Energy Consultants.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and verify the group mailing address and email address, please.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm not sure if you guys have [PII] at Pelican Energy. You may also have payables at Pelican Energy.
[AGENT][NEUTRAL] Uh, that's why we have payables at Pelican Energy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] I'm thinking that's probably it, um, you have to sign up as the group.
[CUSTOMER][NEUTRAL] OK, I'm trying that now 985-81814200. OK, next.
[CUSTOMER][POSITIVE] Complete your account set up. OK, it looks like it's letting me go forward now. All right, thank you so much, ma'am. I apologize for the inconvenience.
[AGENT][MIXED] Oh, no, no, you're fine and I'm glad you called because uh we're trying to make a smooth transition, but sometimes it works, sometimes it doesn't, unfortunately.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, ma'am. I understand. Thanks so much for your help.
[AGENT][POSITIVE] Oh, you're welcome and thank you so much for calling APL Miss [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Mhm. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.