AccountId: 011433970860
ContactId: 5633d788-c19b-4cb9-a5bb-acf65e54833a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 644380 ms
Total Talk Time (AGENT): 242025 ms
Total Talk Time (CUSTOMER): 210808 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/5633d788-c19b-4cb9-a5bb-acf65e54833a_20250424T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi, so, so I have a question. We received an email that it looks like we might be late on a payment, but so I have some payments that were made, so I just have some confusion, so I wanted to see if you can help me out.
[AGENT][POSITIVE] OK, sure, yes, I can assist you. May I have your name?
[CUSTOMER][NEUTRAL] Thank you. I, sure, my name is [PII]. Last name [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Do you have the group number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh yes, it's 80049.
[AGENT][NEUTRAL] OK, and may I have um the name and the address and email address.
[CUSTOMER][NEUTRAL] Yes, yes, of course. It's Belen Management LLC. Address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, and your callback number just in case you get disconnected.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, let's see March. When did you submit the payment, Mrs. Miss [PII]?
[CUSTOMER][NEUTRAL] I, the last payment that I submitted was, I'll let you know right now, it was 3:24.
[CUSTOMER][NEUTRAL] Of this year for 448 with 55.
[AGENT][NEUTRAL] OK. You know the
[CUSTOMER][NEUTRAL] And then I have the [PII] too, like, like if it was paid.
[AGENT][NEUTRAL] OK. Do you have the invoice of the one that you pay on [PII]?
[CUSTOMER][NEUTRAL] Yes, I have it in front of me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me have that invoice.
[AGENT][NEUTRAL] May I have the invoice number?
[CUSTOMER][NEUTRAL] Yes, of course, it is invoice number.
[CUSTOMER][NEUTRAL] 000.
[CUSTOMER][NEUTRAL] 638-636-61
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me go ahead and check um payment history. Do you mind holding for me?
[CUSTOMER][POSITIVE] No, no worries. Thank you so much.
[AGENT][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I know.
[AGENT][POSITIVE] Thank you for holding, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Um, hello, hi. I was on hold.
[AGENT][NEUTRAL] Yes, uh-huh, thank you for holding. OK, um, so I'm looking here.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, yes, sorry, I thought I had long Joe. I was like I think it's somebody else.
[AGENT][NEGATIVE] Oh no
[AGENT][NEUTRAL] It's OK. um, OK, so I'm looking at the payment history and it looks like you used the April invoice to pay March invoice. So it looks like April is already paid off, but March is not paid up yet because of the invoice number. So, um, when you're get get ready to pay April, just use the March invoice so you'll be.
[CUSTOMER][NEUTRAL] Can, can I make a payment with you over the phone or no?
[AGENT][NEUTRAL] Yeah, you can make a payment over the phone, not with me, but I can go ahead and get you to the right department. It is a credit card payment. It is no, no extra charge, OK? So let me, let me go ahead and get that person on the line and I can let him know that it's gonna be the March invoice.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] OK, I do thank you so much.
[CUSTOMER][NEUTRAL] And let me, let me ask you this also, let me ask you this also. I, I, I was trying to log in but my login is not letting me go in and then I just received an email that says I'm locked out. How can I go about that?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, I can help you with that. Um, let me go ahead and pull that up.
[CUSTOMER][NEGATIVE] It's so weird because my soldier, I have the, the, you know, the login with the password, and I'm actually trying it and it doesn't let me in. Super weird.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, sometimes if it if it's locked in our end, it will not let you, but we can try to unlock the policy. Yeah, it's it's completely locked out, so yeah, it's not gonna let you.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEGATIVE] Yeah, that's the reason why I even want you to transfer me over because I'm like I can't even get in to make the payment. If not, I would just make it online, which is super easy to do anyway.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, um, yeah, I can go ahead and get you locked out before, um, um, I go ahead and transfer. Bear with me just a second. Let me check this.
[CUSTOMER][NEGATIVE] And let me ask you this because my password I think that I don't know why it's not it's it's not letting me log in.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] OK, it looks like this one right here is is set up under the main contact person.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Uh no.
[CUSTOMER][NEUTRAL] Uh, it's not him. [PII], the boss, [PII].
[AGENT][NEUTRAL] No. Mm mm. No.
[AGENT][NEUTRAL] Yes, mhm, yes.
[CUSTOMER][NEUTRAL] It's not, yeah, I, I can get her on the phone. Do you need me to get her on the phone so she could give me permission?
[AGENT][NEUTRAL] Yes, please. Mhm.
[CUSTOMER][NEUTRAL] OK, give me one second. OK, let me go to her office. 1 2nd, and that.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yay, give me one second. I have the APO on the line, and they just need for you to give me permission to talk because you're the main person. OK, so I have Yais here, so I'm not sure what you need to ask her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just need, OK, good, good morning, Miss [PII]. This is [PII] um, good morning. I need to verify your email address just for verification.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Well, yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you give me permission to go ahead and unlock the, the
[CUSTOMER][NEUTRAL] And for
[CUSTOMER][POSITIVE] Yeah, definitely. And yes, definitely. And can you please add her as the main person?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We cannot, we cannot add anybody over the phone. You have to send us an email. Do you need the email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, uh, no, can you please give her the address to her so we will send an email and also I receive an email that my account was locked. That's what I'm talking to her about. OK, perfect. Thank you. OK, so we don't need you at the moment. OK, thank you, thank you. I appreciate it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm trying to unlock it, yes.
[AGENT][POSITIVE] No, that's all I need. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, so Miss [PII], um, let me give you that email address.
[AGENT][NEUTRAL] The email address is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, perfect. OK.
[AGENT][NEUTRAL] All right, and it looks like uh let's see. OK, so it's already active, um, so the username I got here for her is um [PII]. OK, yes. I'm not gonna know the, yes, I'm not gonna know the password so you can try the password you have there. If it doesn't work, just click on forget that password and the email is gonna go to Ms. [PII] email.
[CUSTOMER][NEUTRAL] But [PII]
[CUSTOMER][NEUTRAL] Yeah, that's, that's what I'm putting.
[AGENT][NEUTRAL] And so you can go ahead and recover the password, OK? Um, do you want me to transfer you for that payment or you gonna try to do the payment online?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] No, no, I'm gonna try, no, I'm gonna try to do it over here on my side.
[AGENT][NEUTRAL] Oh, OK. And just remember when you're ready to do that payment, use the invoice number for March.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] So I don't use the can you give me that invoice number?
[AGENT][POSITIVE] Yes, I can um let me get that for you. Yes, yes, one moment, let me pull it up again.
[CUSTOMER][NEUTRAL] Can you
[AGENT][NEUTRAL] All right, so the invoice number that is for March is um 0006383752.
[CUSTOMER][POSITIVE] I do thank you so much. You've been great. I appreciate your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.