AccountId: 011433970860
ContactId: 5bdea513-bb6b-4d5f-9f2f-23ce4e374967
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346299 ms
Total Talk Time (AGENT): 151343 ms
Total Talk Time (CUSTOMER): 171275 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/5bdea513-bb6b-4d5f-9f2f-23ce4e374967_20250623T14:15_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], this is [PII] in Broker Resources. Um, I just got a call transferred to me and I don't know any of her answers. She's basically asking what address does she mail her payment, how much is her payment, and where does she send it? And you guys sent it to brokersources. I would think that would be a billing question.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] I doubt it was billing that sent it to you guys, but I'll, I'll take her, no worries. What's uh the group number?
[CUSTOMER][NEGATIVE] Um, I didn't even get that far because she just was like, where do I send my payment?
[CUSTOMER][NEUTRAL] So I was like, let's get you to the people that take payments.
[AGENT][NEUTRAL] You you don't have anything on her?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Alright, go ahead and send her over.
[AGENT][NEUTRAL] Hi, this is [PII] in group billing. How are you?
[CUSTOMER][MIXED] Hi, I'm very good, but I'm really puzzled why I'm not able to do my more than one group online any longer, but I have.
[AGENT][POSITIVE] I'm so sorry about that.
[CUSTOMER][NEUTRAL] Um, so where do I, do I just send the invoice I've created because I don't have any way of printing off your invoices.
[AGENT][NEUTRAL] Well, unfortunately we, we launched a new site, yes ma'am, we've launched a new site and it requires you to re-register and.
[CUSTOMER][NEUTRAL] For this group
[CUSTOMER][NEUTRAL] Oh I understand and they just they just they didn't take into consideration that people had more than one group correct?
[AGENT][POSITIVE] Well they're working on getting it's um it's not that they didn't take that into consideration but they didn't think about having access to multiple groups with one email address so they're working on that but um I'm more than happy to give you any type of assistance that you need at the moment she said that you're needing an address.
[CUSTOMER][NEUTRAL] OK, I've got, I, I do I mail this to [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] OK, now I don't have any way of printing off your invoice.
[AGENT][POSITIVE] I'm more than happy to get that to you. What's the group number?
[CUSTOMER][NEUTRAL] It's 13741.
[CUSTOMER][NEUTRAL] Now what is the first.
[CUSTOMER][NEUTRAL] First date you show that's outstanding [PII]?
[AGENT][NEUTRAL] Well, let me make sure I have the right uh account. What's the uh physical address and phone number?
[CUSTOMER][NEUTRAL] It's corporate plan administrators [PII], and it's the [PII].
[AGENT][NEUTRAL] OK, so I have a diff uh, oh, I apologize, what was that [PII] number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes ma'am I apologize I didn't see that at first until I started saying I didn't have it and that phone number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome and is that an OK number to call you back if we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK awesome alright so let me pull it up here. I've got the right account.
[CUSTOMER][NEUTRAL] I mean this is really just crazy that they've done this because
[CUSTOMER][NEUTRAL] When do they think they're going to be able to have it up that you can access more than one group with the same email?
[AGENT][POSITIVE] I, I know they're working on it. It is of the utmost importance and I, I'm hope we're hoping to have that very soon.
[AGENT][NEUTRAL] OK, for the group number that you gave me.
[AGENT][POSITIVE] I have which I have several outstanding invoices.
[CUSTOMER][NEUTRAL] I show
[CUSTOMER][NEUTRAL] I show 5:15.
[CUSTOMER][NEUTRAL] 5:22.
[CUSTOMER][NEUTRAL] 529 and 65.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I guess for some reason I have the the ones I have are just a day off of those numbers that you gave me that's odd but um.
[CUSTOMER][NEGATIVE] Oh, that's that's fine. That doesn't make any difference.
[AGENT][NEUTRAL] And I'm I'm so sorry I never got your name.
[CUSTOMER][NEUTRAL] I mean I'd like to get this out today. My name's [PII]. I'd like to get this out today so I can either send you my sheets with the group number written on it or you can send me my invoices.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is your email that we have on file um.
[AGENT][NEUTRAL] A good enough email address to send those invoices to you?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][NEGATIVE] Yes, and when I spoke to somebody last week they said they couldn't do it and that I had to call broker resources and she was offended that I called her so.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] I am so sorry about that. I don't know why that would be. I, I apologize.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Well, they just didn't wanna mess with it I don't think.
[AGENT][POSITIVE] All right, so it was, I apologize.
[CUSTOMER][NEUTRAL] And if you have the one for the next, do you have the one for 612 prepped out yet just.
[AGENT][NEUTRAL] I do and there's also one that I have for 6 well I have 6:20, but it might be 6:19 for you.
[CUSTOMER][NEUTRAL] Yeah, that's fine just send me uh send me all of them.
[AGENT][NEUTRAL] All right, I sure will.
[CUSTOMER][POSITIVE] So I can just get this taken care of.
[AGENT][NEUTRAL] It'll just take me a minute to get them printed over to PDF, but I will send them right over to you. Is there anything else that you need at this time?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, and do you have you don't have any idea when that's going to be fixed?
[AGENT][NEUTRAL] I, I don't wanna put a timeline on it just because if they're not able to get it done by then I don't wanna have been the one that told you the wrong date. I do know it's in the works and it's, it should be soon.
[CUSTOMER][NEUTRAL] Are you going to let me know when it's ready so I can get this signed up?
[AGENT][NEUTRAL] Uh, they should. I will make a note onto the account to let you know as soon as this is changed.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes ma'am and I'll get this email over to you with all the invoices.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes ma'am you have a great day thanks for calling APO.