AccountId: 011433970860
ContactId: 5a92dac6-7a27-4663-8959-49110d6c9fa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450540 ms
Total Talk Time (AGENT): 280469 ms
Total Talk Time (CUSTOMER): 177348 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/5a92dac6-7a27-4663-8959-49110d6c9fa7_20250606T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm trying to make a payment on behalf of a client and it doesn't look like it's giving me the option.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, are you in the broker's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And what's the group that you're working on that you're trying to pay?
[CUSTOMER][NEUTRAL] The group is called uh I can give you the invoice number or the well yeah it looks like the invoice number it's Austin Enterprises the group invoice number is 639 0532.
[AGENT][NEUTRAL] Austin.
[CUSTOMER][NEUTRAL] And to the rest
[AGENT][NEUTRAL] Hang on one second.
[CUSTOMER][NEUTRAL] Today, to the New York Post, quote, the numbers are through the roof is up, billions are pouring in from tariffs. My poll numbers are the highest they've ever been.
[AGENT][NEUTRAL] I don't think it gives you the option to pay it as a broker. Have you done that before?
[CUSTOMER][NEGATIVE] No, I was just speaking with somebody else and they said I should have access to it.
[AGENT][NEUTRAL] No, I asked that question yesterday because somebody else was talking about that and I don't think they allow brokers to pay it. Is it us? What was the name of the group?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A what?
[CUSTOMER][NEUTRAL] Austin Enterprises, the group number is 242-89.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] 242-89. Hang on a second.
[CUSTOMER][NEUTRAL] in the
[CUSTOMER][NEUTRAL] You're a blue collar production worker.
[CUSTOMER][NEUTRAL] Pages that's a.
[AGENT][NEUTRAL] Got it. Austin Enterprises, yeah, I mean, I can transfer you to billing and I don't know if they take payments over the phone from you. I don't, I don't think they, I don't think they have the option there from what I've been told there's not an option for brokers to pay online. It's just for the group contacts to do.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Got you. OK, so then.
[AGENT][NEUTRAL] I can let me get someone, do you want me to get somebody from billing on the phone just to see if there's another option.
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] I mean, are you paying it for the group? Are you paying and then they're
[CUSTOMER][NEUTRAL] Well, I, I, I normally, I normally just go in on a monthly and reconcile for them. They just ask me to trigger and I trigger it.
[CUSTOMER][NEUTRAL] inflation but there is.
[AGENT][NEUTRAL] OK, so you're, you're not actually, you're triggering the payment from their account to us?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me get you some my billing because I'm not sure what to do on that. Hang on just one second.
[CUSTOMER][NEUTRAL] You're gonna see if
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] Broker Resources. I have a question. I've got a broker on my other line, and he is saying for this group 242-89, I guess they pay their bill online, but he's saying that he pays it or he triggers the payment from their account to us. Have you heard of that before? I don't think brokers have the option to pay the bill, the group bill on their portal.
[CUSTOMER][NEUTRAL] Um, it would.
[CUSTOMER][NEUTRAL] Depend on
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I mean, if the group gave him.
[CUSTOMER][NEUTRAL] Let me, let me look, let me look at something real quick.
[AGENT][NEUTRAL] OK, thank you, thank you. I mean if he had access on the group's portal that might make sense, but I don't think he could do it from his broker account.
[CUSTOMER][NEUTRAL] Yeah and it could, it could be that the group contact um set him up an account, um but that's.
[AGENT][NEUTRAL] Gave him access.
[AGENT][NEUTRAL] OK, I'm gonna double check that.
[AGENT][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] That's gonna be the only way.
[AGENT][NEUTRAL] That's what I thought he can't do it from his broker account. I wonder if that's what he's doing OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, he cannot do it from his bank account.
[AGENT][NEUTRAL] That's what I thought because they're not they're they're not supposed to pay the bills so yep, I think that's what it is. OK, I figured it out. I got it. He is set up under their account.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] No way, he is
[CUSTOMER][NEUTRAL] Yeah, and
[AGENT][NEUTRAL] Uh, OK, wait. OK.
[CUSTOMER][NEUTRAL] Who, who's the contact per or who, who's on the phone?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] It's a it's [PII], so he's listed on. That's weird because he's listed, when I go put the pin number in under the old, old system, you know, for this group under the group [PII], when I put their pin number in the admin screen [PII], it has his name on there.
[CUSTOMER][NEUTRAL] Oh, OK. So,
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] But the group contact us [PII]
[CUSTOMER][NEUTRAL] Yeah, it could be that uh.
[AGENT][NEUTRAL] They just gave him full access, I guess.
[CUSTOMER][NEGATIVE] It could, yeah, because the primary phone number that's listed under this group doesn't even match what we have in EMPL um.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] So it could be that um.
[CUSTOMER][NEUTRAL] He, I mean, he may have access to that account and get Aton Electric, I mean, or they just.
[AGENT][NEUTRAL] So the
[AGENT][POSITIVE] Well, it's gonna be, yeah, I think it's messed up. Yeah, I think it's messed up now because there's been a change on that, so he's gonna have this group contact as a sheet or Raja or whatever is gonna have to go and set up the group the group account, right? And then give him access. OK, that's what I thought. OK, I love these puzzles.
[CUSTOMER][NEUTRAL] Set up the account and.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And as far as like,
[CUSTOMER][NEUTRAL] And as far as setting up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean this a sheet, whatever a sheet of whatever that person's name is, it could be that he originally he or she originally set it up and just gave [PII] the password for him to deal with it every month, um, so that's basically what's gonna have to happen with the new online service center the contact's gonna have to set up this account.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's probably what happened.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, she'll have to set the account up and then give him access. OK, that is, I, we solved it. Thank you so much. I just had to talk that out with somebody as soon as I dialed, I was kind of thinking that, so, OK, you have a good day. Thank you so much.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You too, no problem.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, sorry. OK, so here's the deal. I don't know, um, we have a new website now. I don't know if you know that the website has changed.
[CUSTOMER][NEUTRAL] Yeah, of course that's why I'm, that's why I'm having to call up mhm.
[AGENT][NEUTRAL] Have you, OK, OK.
[AGENT][NEUTRAL] OK, so I think here's what, here's what's happening because we, we don't have the ability to add anybody on anybody's behalf. So we're showing on this group that Ashida is the group contact or Ashida, OK, so she's gonna have to go and open, she's gonna have to go out there on our, on our website and activate the account for the group under the new.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Sorry, do you know if she's done that? Hang on, I can tell you. Give me just a second. Let me go out here. OK.
[CUSTOMER][NEUTRAL] No, she hasn't. I'm trying to do it right now for her, but it's, um, but, uh, da da da da da da da da it's um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But will they have to reenter all their all their new information again?
[AGENT][POSITIVE] All she has, all they have to do, hang on just one second, I'll tell you it's super easy. Give me just one. I mean it's somewhat easy. Hang on, they don't have to enter very much. Hang on just a second, I'll tell you. Let me get to the, let me get to the page real quick so I can give you accurate information. So she'll go on to [PII].
[AGENT][NEUTRAL] And click create, hit the sign in button and click create your OSC account, and she'll click the box that says group and hit next and the only thing that they have to enter is a group number and the email on record, and the email on record for her is accounting [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So she's gonna have to set it up with that and then she can go in and give you access to do whatever she wants you to do on the account.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, all right, very good. OK, thank you so much.
[AGENT][POSITIVE] OK. You're most welcome. You have a good day.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye bye.