AccountId: 011433970860
ContactId: 58385ec2-0807-42ee-829b-dfe72caf7ec7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1466859 ms
Total Talk Time (AGENT): 608342 ms
Total Talk Time (CUSTOMER): 562957 ms
Interruptions: 10
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/58385ec2-0807-42ee-829b-dfe72caf7ec7_20250625T15:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] but I don't have me Marfa much higher.
[CUSTOMER][NEUTRAL] Hello? It's uh
[CUSTOMER][NEUTRAL] Give me one sec.
[CUSTOMER][NEUTRAL] Hello. Oh hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] It's uh, yeah, it's APL.
[AGENT][NEUTRAL] It is.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] Yes, OK. Uh, yes, uh, it's from Company C1 International Miami. My name is uh [PII]. I'm the
[CUSTOMER][NEUTRAL] I'm the representative uh for this company. And uh we are just having a logging issue. Is there somebody can help for that?
[AGENT][NEUTRAL] OK, so you're the group administrator and you're trying to log into the portal, is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Yes, sir, I can help you with that, and I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] [PII] spelling [PII] Last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, Mr. [PII], thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what is the group number, please?
[CUSTOMER][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] I don't have any invoice with me and uh and uh since I couldn't log in I I I don't know how can I give you the group number.
[AGENT][NEUTRAL] OK, and what is
[CUSTOMER][NEGATIVE] And the, the thing is I'm trying to log in and whenever they're asking uh sending a verification code to the email, I couldn't receive the um the code. That's why I couldn't log in.
[AGENT][NEUTRAL] OK, so first off, what I'm gonna need to do is to look up the group's information. I will have to verify several things with you first for security purposes. So what is the name of the group again?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Like I said, I don't have any invoice with me. I, uh,
[AGENT][NEUTRAL] Now, what is the group name? What is the group name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's a C1 International Miami. It's a spelling C as in Charlie, 1 is number 1. International.
[CUSTOMER][NEUTRAL] Miami.
[AGENT][NEUTRAL] OK, so thank you and the group's address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then the email address on file for you?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] Thank you. And then the primary phone number that we would have on file, it is not the one you gave me.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is the primary phone number for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Now, that is not the number that we have on file.
[CUSTOMER][NEUTRAL] That's not the number.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] On file, let me check. Uh, let me give you another number. It's uh [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying your information. OK. So, Mr. [PII],
[CUSTOMER][NEUTRAL] And uh the group number is 26,530.
[AGENT][POSITIVE] Yes, sir. I located it. Thank you. So, I did receive, I actually spoke to another member.
[CUSTOMER][NEUTRAL] For picking up.
[CUSTOMER][NEUTRAL] For picking up the uh the folder, right?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, check for. Give me one second, please.
[CUSTOMER][NEUTRAL] the coming into account and you just deliver uh picking out the order for us or.
[CUSTOMER][NEUTRAL] We have an older reading for 5 guys today FedEx Express FedEx Express.
[CUSTOMER][NEUTRAL] Pick up the pick up, yeah, we have an an order waiting for, yeah.
[CUSTOMER][NEUTRAL] What time do you have a do you have a pick up? What time is your daily?
[CUSTOMER][NEUTRAL] Uh, I'm not sure. Yes, normally yesterday they, they should come to pick up.
[CUSTOMER][NEUTRAL] Uh, yesterday was around [PII] or [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, but uh.
[CUSTOMER][NEUTRAL] I just came to check
[CUSTOMER][NEUTRAL] Hello. Uh, actually it's Day.
[CUSTOMER][NEUTRAL] They say they're coming to check in the order. I don't know. They said that they're coming to checking the checking something, but they cannot come in for picking up. FedEx Express, uh, check on the label, check on the label.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'm sorry. Yes, I'm sorry. Uh, yes, go ahead. There's something, uh something interrupt. OK.
[AGENT][NEUTRAL] OK, so I did receive a call from someone else within the group just a little while ago regarding the portal from a [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I explained to him that I could not provide him assistance with the portal because you are the administrator for the group, so I went ahead and I emailed you.
[AGENT][NEUTRAL] The user guides for the portal because there was a change made to the portal so you will have to create a new profile.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In order to be able to log in, so are you where you can try and set that up with me on the line?
[CUSTOMER][POSITIVE] Yes, no problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Of course, of course, definitely.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So just let me get, let me know when you get to the login screen.
[AGENT][NEUTRAL] To this, uh, when you pull up, OK.
[CUSTOMER][NEUTRAL] I am, I'm in the front.
[AGENT][NEUTRAL] OK, so first off, you're going to select create.
[AGENT][NEUTRAL] OSC account.
[CUSTOMER][NEUTRAL] Wait a minute, uh, I'm on the web website and uh.
[AGENT][NEUTRAL] You're on the online service center page?
[CUSTOMER][NEUTRAL] OK, it's a quick
[CUSTOMER][NEUTRAL] I see it. Create your OSC account. Is that like that like that?
[AGENT][NEUTRAL] Yes, sir. So like that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then you're gonna select group and next.
[CUSTOMER][NEUTRAL] Yes, and then
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then you're going once you do that then for your group you're gonna enter the group number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, which is uh 2.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Uh-huh. 65.
[CUSTOMER][NEUTRAL] I got 26,530.
[AGENT][NEUTRAL] Yes, sir, and then you're gonna enter that email address. No, you're gonna enter the only the fields that have the red asterisks beside them. So once you enter the group number, then you're gonna enter that email address that you verified with me.
[CUSTOMER][NEUTRAL] OK, 331-78.
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] Can I change the phone number or?
[AGENT][NEUTRAL] No, sir, don't enter anything but your group number and the email address.
[CUSTOMER][NEUTRAL] Yes, my question is, uh, before the uh number is ending [PII], can I update the number to which is my number? Is that possible?
[AGENT][NEUTRAL] Uh, you will, you can, but you will have to send an email and I will be happy to give you the email address that you would send that request to to have the phone number on file changed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But for now, if you're wanting, yes, sir, so for right now and or if you're wanting to set up the profile, just continue on with entering the group number and your email address.
[CUSTOMER][NEUTRAL] I got it. So so far just keep the same.
[AGENT][NEUTRAL] And you would click, uh, I believe it says next, once you do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, OK, here we go. It's no user was founded with the information that was entered, and, uh, please contact the customer service. Let me see anything wrong. I put the 26,530 for the group number, zip code [PII]. Actually, uh, the city was wrong. It's wrong.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] But, OK. Yes, sir. OK, so, OK. So, but you didn't type that information in, did you?
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So on that screen as I explained to you, you will only put in the group number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your email address, nothing else.
[CUSTOMER][NEUTRAL] OK, OK. I'll delete it.
[CUSTOMER][NEUTRAL] The email, the OK.
[AGENT][NEUTRAL] Is the email that you verified with me?
[CUSTOMER][NEUTRAL] And also the speed.
[CUSTOMER][NEGATIVE] Either either [PII] and click next it's still error.
[AGENT][NEUTRAL] Let me, let me see what I can get just a moment.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] One
[CUSTOMER][MIXED] That's correct. But the, the space, I couldn't delete it because it's also.
[CUSTOMER][NEUTRAL] Should I, uh, refresh the page and then, cause I chose the state for [PII].
[AGENT][NEUTRAL] OK, so you're not a provider, you're a group.
[CUSTOMER][NEUTRAL] I give the group, I providing the group number and the email on record.
[AGENT][NEUTRAL] OK, so just a moment please.
[AGENT][NEUTRAL] OK, so have you, let me see if you've already created a new profile because I'm getting that error message with entering that information so give me just one moment, Mr. [PII] to look at something for you, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you have already created a new profile, so that's why you're getting that error message.
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Now, so you would go to your log, go back to that very first page.
[CUSTOMER][NEUTRAL] Uh, go to the first page, uh, uh, click APL, uh.
[AGENT][NEUTRAL] Yes, sir, click log in. Now, go to, yes, the secured [PII].
[AGENT][NEUTRAL] And you're gonna click log in.
[CUSTOMER][NEUTRAL] Let me refresh the page and go to the home page for APL.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, uh-huh.
[CUSTOMER][NEUTRAL] OK, [PII] and then log in. OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Or ask me the email address and the password, OK.
[AGENT][NEUTRAL] OK, so what, I don't have access to the password. So you would enter your email address and whatever password you had created.
[CUSTOMER][NEUTRAL] Mhm. Should I just click forget my password?
[AGENT][NEUTRAL] If you don't remember it, then yes, sir.
[CUSTOMER][NEUTRAL] I do remember. Uh, I, we haven't change anything for the, for the, um, password. Let me, OK, let me put the password again. Give me one second.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I click the sign in, send the verification code. Should I click it?
[AGENT][NEUTRAL] Yes, sir. So that there, yes, sir. Uh-huh.
[CUSTOMER][NEGATIVE] And uh that's a problem. Like I said, we never re receiving the uh uh notification code.
[AGENT][NEUTRAL] OK. It takes a, OK, it's, yes, sir. It's gonna take it just a few minutes to come through.
[AGENT][NEUTRAL] And it shouldn't go to your junk or spam folder. It should come.
[AGENT][NEUTRAL] To that email address.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][POSITIVE] Actually, I, I, I, I do receive the American Public life. OK. I got it. I got it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So once you get that, you'll enter that.
[CUSTOMER][NEUTRAL] Verify codes, OK.
[AGENT][POSITIVE] Uh-huh, correct.
[CUSTOMER][NEUTRAL] Uh, the code is, uh, OK, maybe that's the old one. Let me see if there any new one.
[CUSTOMER][POSITIVE] Yeah, OK, I got a new one.
[CUSTOMER][NEUTRAL] You know what, let me see.
[CUSTOMER][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] I think I'm in, I think I'm in actually.
[CUSTOMER][POSITIVE] My group, everything is correct.
[CUSTOMER][POSITIVE] OK, I got it. Everything's OK. Looks good, looks good. And uh one more question, is there any pending bill right now?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can check that for you. Now, I will, how do you all normally pay? Do you pay by ACH or you all?
[CUSTOMER][NEUTRAL] ACH.
[AGENT][NEUTRAL] Or do you mail checks? How do you make your payments?
[CUSTOMER][NEUTRAL] ACH, we prefer ACH.
[AGENT][NEUTRAL] ACH OK, OK, so you, your ACH information should be within your pro in your portal, um, that should be part of the information that you can see so give me just a moment to look at the invoices.
[AGENT][NEUTRAL] OK, so I do show.
[CUSTOMER][NEUTRAL] When I click the invoice, mhm.
[AGENT][NEUTRAL] So when you click on invoices you should see your open invoice numbers Mr. Do, do you see two invoice numbers?
[CUSTOMER][NEUTRAL] I see, uh, ending 869-683, 2 invoices need to pay, right?
[AGENT][POSITIVE] Yes, sir. That is what I show as well. Mhm.
[CUSTOMER][NEUTRAL] Let me click that. Give me a second. Let me see the invoice.
[CUSTOMER][NEUTRAL] are able to find the invoice you are looking for, OK? When I click the, the joint invoice.
[AGENT][NEUTRAL] OK, so you're not going to, yes, so you can't currently there is a technical matter going on that our IT department is is looking into as far as printing your invoice, but you can submit the payment.
[AGENT][NEUTRAL] Via ACH.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, if you want it.
[CUSTOMER][NEUTRAL] Can you just help me to uh
[CUSTOMER][NEUTRAL] To run the payment, the, the, the ACH information on the file. Can you do that?
[AGENT][NEUTRAL] So you're going to click on invoicing, mhm.
[CUSTOMER][NEUTRAL] Since we couldn't pay.
[AGENT][NEUTRAL] And you'll click on one of your open invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Any invoice, open invoice, um.
[CUSTOMER][NEUTRAL] Like I said, just click the invoice number, right?
[AGENT][POSITIVE] Uh, yes, sir. I believe that is correct.
[CUSTOMER][NEUTRAL] OK, just just submit the invoice.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] And before I submit, how can I review the invoice? I wanna see the employee detail. Oh, actually it's showing under the bottom. Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, look, the invoice right now is OK. And uh I'm having a, a question. Let's say the bill, the invoice on the April or May, there's some uh terminate employees, when I, um, terminate them, uh, are they gonna give me the refund from next, uh,
[CUSTOMER][NEGATIVE] Invoice or how they gonna refund them.
[AGENT][POSITIVE] Yes, sir, there should be a credit applied to your next.
[AGENT][NEUTRAL] Billing
[AGENT][NEUTRAL] Now you can also.
[CUSTOMER][NEUTRAL] But uh can we
[AGENT][NEUTRAL] I'm sorry, go ahead, because you can also adjust your invoices online as well.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And the user guide that I emailed you does explain about um how to do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just want to see uh the employee I terminate and the, the refund. Where should, can I check the, they give the refund or not?
[AGENT][NEUTRAL] OK, so you're asking if there will be a credit on the next invoice?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, there should be. Once an employee has been terminated if it's after that billing cycle, once the termination has been processed, then yes sir, you should receive that.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And I, um, having the detail on the invoice like showing how much credit you have something like that.
[AGENT][POSITIVE] Now, if you would like, I will be happy to, I can.
[AGENT][NEUTRAL] Email you, are you able to see your detailed report as to who is showing?
[AGENT][NEUTRAL] On your invoice and who is correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so you have, have you already.
[AGENT][NEGATIVE] Can't requested the cancellation.
[AGENT][NEUTRAL] For this, these employees.
[CUSTOMER][NEUTRAL] Yeah, uh, from last, uh, invoice.
[AGENT][NEUTRAL] OK. And are they, OK.
[AGENT][NEUTRAL] So what I can do, how, uh, what are the two employees' names?
[CUSTOMER][NEUTRAL] Actually, I, I don't know if you can see it from the activity, uh, one named, uh, [PII], another uh employee [PII].
[AGENT][NEUTRAL] Can you please spell their names?
[CUSTOMER][NEUTRAL] Uh, one is, uh, first name, [PII]
[CUSTOMER][NEUTRAL] Uh last name [PII]
[CUSTOMER][NEUTRAL] Another person, uh, [PII]
[CUSTOMER][NEUTRAL] [PII] Last name [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so just a moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the first and the last name was [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I do not see those numbers on your invoice so give me for your July, so give me just one moment to look at something else for you.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][POSITIVE] Thank you for your patience while I'm pulling up some information, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh-huh. And uh yes, the last two invoice I just submitted, and right now I just want um want to see uh the termination uh employee where they show the credit.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It you are you asking if it showed as a credit or you see it it showed showing as a credit?
[CUSTOMER][NEUTRAL] I hope I haven't seen it, I haven't seen it. Just uh, that's why.
[AGENT][NEUTRAL] OK, so what I can do is I will transfer you to someone in the group billing department to look at those two members for you. Give me just one second to look at one additional piece of information first, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what was the termination date to be of those two employees?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] It's uh.
[CUSTOMER][NEUTRAL] Where can I see the termination date I I put?
[CUSTOMER][NEUTRAL] Manage user or resources center my group there's.
[AGENT][NEUTRAL] OK, so in looking in looking at both of the invoices, Mr. Yu, I'm just looking at your because I show the termination date.
[CUSTOMER][NEUTRAL] You know what, um,
[CUSTOMER][NEUTRAL] You know what, um,
[AGENT][NEUTRAL] For [PII], I'm sure I'm not saying that correctly and I'm sorry if I'm not, and the other one for [PII], those were both termed in a in June and I do not see that either one of those, so they were, you know, paid through June. I did not see either one of those employees on the June or July invoice.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yeah, it's correct, yeah.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] It's on June.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got
[CUSTOMER][NEUTRAL] I got, I got it. Um, so which is fine. Probably, um, uh, uh, confusing with the other, uh, company. We have, we also have another company with the APL, uh, it probably the, uh, other, the employee from the other company, I want to, um, asking for, but uh, not for now, uh, I'll check later, uh, and then call back, OK?
[AGENT][NEUTRAL] Yes, sir. So they
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. OK. And so again, Mr. [PII], I did send you the user guide that would come, that email should have come to you from care team and it was sent to you that email address that you verified with me. So, um,
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] If you need a copy of the invoices or were you able to see that online the June and July were you able to see those invoices?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Maybe uh you can send me a PDF form to the email. We'll be back.
[AGENT][NEUTRAL] Uh yes, because currently, as I, as I mentioned to you, there is an issue with being able to print the invoices out from the portal, but our IT department is aware of it and they are working to resolve that issue, but I will be happy to email you a copy of the June and the July invoices for your group.
[CUSTOMER][NEUTRAL] That'll be much pressure for that. Thank you.
[AGENT][POSITIVE] OK, well, you're very welcome. So is there anything else that I can help you with at the moment?
[CUSTOMER][POSITIVE] No, that's all. Thank you for the help. OK? Thank you for your time.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you again for absolutely and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye.