AccountId: 011433970860
ContactId: 5956303a-8b24-4e0e-b93f-497f0dd0de71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477730 ms
Total Talk Time (AGENT): 209118 ms
Total Talk Time (CUSTOMER): 157146 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/5956303a-8b24-4e0e-b93f-497f0dd0de71_20250623T20:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I'm calling. I'm calling from the broker's office, and I'm calling because one of the groups, um, decision makers, she was informing me that she wasn't able to access her invoice, um, so I wanted to see if there's anything you could do to help me see what's going on with their account.
[AGENT][NEUTRAL] OK, so you're wanting to try and what to get a copy of the invoice?
[CUSTOMER][NEUTRAL] I mean she wants to be able to see herself from my broker portal. I can see it. I can see the invoice, she's just asking me what's going on, why it's her system down that she can like get it herself. So I don't know if you have any way to double check that.
[AGENT][NEUTRAL] OK, so, um, I can try and help you with this, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And last name is?
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] [PII] OK, [PII] OK, and you said your last name is [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell it for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and a good call back for callback number for you, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the group number that you're calling on behalf of?
[CUSTOMER][NEUTRAL] I'm calling on behalf of, hold on.
[CUSTOMER][NEUTRAL] Group 27073.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to get the group's information pulled up.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I will have to verify several things with you first for security. So what is the name of the group please and their address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And 2W software.
[CUSTOMER][NEUTRAL] Incorporated.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] Number
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you and then the um agent's name of record for this group, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then uh his email and then also your email address please, [PII].
[CUSTOMER][NEUTRAL] OK, he is going to be [PII] and then mine is [PII].
[AGENT][NEUTRAL] OK, and what did you say the first part of his email was again?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK. Now we have something different for him.
[CUSTOMER][NEUTRAL] OK, it could be [PII].
[AGENT][POSITIVE] OK. All right. Thank you.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, and who is the admin that you show for this group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. All right. So thank you very much for verifying all of that.
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Alright, bear with me just one moment.
[AGENT][NEUTRAL] Because there is an issue that they are currently working on, [PII] for the on the group level as far as being able to print the.
[AGENT][NEUTRAL] Um, the invoices that is something that we're aware of and that has been reported and IT again is working on that so for now the invoices are having to be emailed to the administrators.
[AGENT][NEUTRAL] Or it could be emailed to you. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But she, she has been able to set up her profile. She just can't print the invoice, is that correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, so yes, that is something that um
[AGENT][NEUTRAL] We are aware of and I'm just looking to see if there's been an update that I just haven't seen in the last little bit. So do you mind giving me just a moment to make sure that we haven't gotten an update on that? OK, great. Thank you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, of course not. Of course.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said the group number is 27073. Was that correct, [PII]?
[CUSTOMER][NEUTRAL] Let me double check here with you.
[AGENT][NEUTRAL] I think that's what you, 27073.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] I know I can't.
[AGENT][NEUTRAL] Well, I can't even see that she has set up her profile, but you said that she has. So that's.
[CUSTOMER][NEUTRAL] She, yeah, she said that she's able to because she logged in and the only thing that she got was a message saying unable to find the invoice you're looking for, please contact customer service, and she just contacted me so I could help her figure it out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So there's nothing she's doing wrong. Again, this is an issue that they, the, um, that we're aware of and we are in the process of, well, I'm not, but our IT department, the experts in this area, that is something that they're looking into.
[CUSTOMER][NEUTRAL] OK, OK, I'll let her know, don't worry, I'll let her know and I'll, I, I just saw that I'm not able to get it either, so whenever I, it's fixed on my side, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, just let her know that we are aware, right, let her know that we are aware of it and that it is being looked into.
[CUSTOMER][POSITIVE] OK, all right, perfect, thank you very much.
[AGENT][NEUTRAL] OK. And uh, and will you just send that to, are you going to send that to her then, [PII], since you can access it?
[CUSTOMER][POSITIVE] Yes, of course.
[AGENT][NEUTRAL] Oh, OK. OK. All right, well, I just wanted to make sure about that. So is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be all, thank you.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope that you have a very nice evening.
[CUSTOMER][NEUTRAL] And you too.
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.