AccountId: 011433970860
ContactId: 5104d911-6eee-44ef-94ee-96e7ce798168
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284260 ms
Total Talk Time (AGENT): 95584 ms
Total Talk Time (CUSTOMER): 126969 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/5104d911-6eee-44ef-94ee-96e7ce798168_20250313T19:43_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, this is [PII]. Um, yesterday I signed on to APL as an employer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um what information can I give you uh to identify me? I have the invoice in front of me.
[AGENT][NEUTRAL] OK, is there um
[AGENT][NEUTRAL] PRD number on there? Group number?
[CUSTOMER][NEUTRAL] Uh, group number, how about a group number? 269.
[AGENT][NEUTRAL] That would be
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me start over with 269-69.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hold on just a moment while I pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No services.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] Is that double hall services?
[CUSTOMER][NEUTRAL] Yes, yes, it is, yeah. So yesterday, go ahead, I'm sorry.
[AGENT][NEUTRAL] OK, and do
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I was just gonna see if we could verify the information real quick.
[CUSTOMER][NEUTRAL] Go right ahead.
[AGENT][NEUTRAL] Uh, I need the address and phone number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the phone number if it's mine [PII].
[AGENT][POSITIVE] OK, thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] OK, so yesterday I went online and I clicked on manage users and I added my coworker [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With her email address and I was expecting her to receive an an invite an email invite so that she can access the website as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It didn't happen.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, um, that's actually handled from our billing department, um.
[AGENT][NEUTRAL] Do you mind if I put you on hold for just a moment and see if I can get somebody on the line with the billing department that can help you with that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, thank you very much.
[AGENT][NEUTRAL] All right, well thank you and hold just a moment.
[CUSTOMER][POSITIVE] All [PII].
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm doing fine, [PII], thank you for asking how about yourself?
[AGENT][NEUTRAL] I'm great um I have an employer on the phone he's new and he's registered on the online service center and he's wanting to add a coworker to be able to access as well and he did that online yesterday and he was expecting her to get a invite on by email.
[AGENT][NEUTRAL] To let her know that she could access the the the online service center did we send that out?
[CUSTOMER][NEUTRAL] That that's automatic. What is um what is.
[CUSTOMER][NEUTRAL] The group number and I can tell you what's going on.
[AGENT][NEUTRAL] OK, 26969.
[CUSTOMER][NEUTRAL] 26969.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, she was supposed to um she got [PII] on the phone, is that correct?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, [PII] and I verified the address and the phone number and all that kind of stuff.
[CUSTOMER][NEUTRAL] You can what's the good call back number?
[AGENT][NEUTRAL] Of the number in the system that.
[AGENT][NEUTRAL] Ends with the [PII].
[CUSTOMER][NEUTRAL] Alright, you can send [PII] on and I'll see what's going on. I mean, yeah, she's supposed to get.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I guess he hung up.
[CUSTOMER][NEUTRAL] Yes, she's supposed to get um an email on that and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I can't help him with that. I don't know about all that.
[AGENT][NEUTRAL] Yeah, alright, well I guess he'll call back if he needs anything else.
[CUSTOMER][POSITIVE] All right. Well, I appreciate it. Well, hey, we tried.
[AGENT][POSITIVE] All right, that's great. Yeah, thank you.
[CUSTOMER][POSITIVE] All right, dear. Thank you.
[AGENT][POSITIVE] Have a good day.