AccountId: 011433970860
ContactId: 5d7c74a9-fc17-4267-8e6f-d42dcfb57776
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 731859 ms
Total Talk Time (AGENT): 332948 ms
Total Talk Time (CUSTOMER): 224111 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/5d7c74a9-fc17-4267-8e6f-d42dcfb57776_20250102T17:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Millat group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII]. I've got, um, hey, I've got a lady named [PII] on the phone and she is uh wanting to pay invoice for the group for December but she wants a copy of the invoice first and she wants to see what month are they paid to.
[AGENT][NEUTRAL] To.
[AGENT][NEUTRAL] What's the group number, hun?
[CUSTOMER][NEUTRAL] The group number is 17672.
[AGENT][NEUTRAL] You said you got [PII]?
[CUSTOMER][NEUTRAL] She's called before.
[CUSTOMER][NEUTRAL] Yeah, she's called before she's in the notes.
[AGENT][NEUTRAL] OK OK.
[AGENT][NEUTRAL] And you verified everything?
[CUSTOMER][NEUTRAL] Yes, she did verify the physical address of the group and the group number. She's not the contact person on the group, but she is in the notes that she's called for copy of invoices before.
[CUSTOMER][NEUTRAL] Several times.
[AGENT][NEUTRAL] OK, and um.
[AGENT][NEUTRAL] What's a good callback number just in case um.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Send Ms. [PII] on and we'll go from there.
[CUSTOMER][POSITIVE] OK bye [PII]. You take care. You're welcome bye bye.
[AGENT][POSITIVE] Thank you, dear. You too. All right. Bye-bye.
[AGENT][NEUTRAL] Good morning. Uh, good afternoon, [PII]. This is [PII] in group billing. Um, [PII] said that you are calling to see which invoices are outstanding and you're wanting a copy of the invoice and you're wanting to pay, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I can help you with that. And I understand a good callback number for you is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Hold on just a moment, let me get there.
[AGENT][NEUTRAL] Let's see what we have.
[AGENT][NEUTRAL] I am looking, hold on just a moment. Let's see.
[CUSTOMER][POSITIVE] Not a problem thank you.
[AGENT][NEUTRAL] OK, um, and we've got [PII] as our contact person?
[CUSTOMER][NEUTRAL] Yeah, well, I should be on there also, but if, um, that's all you have is the email they can email them over to her. I can go down and get them.
[AGENT][NEUTRAL] OK, I mean, I'm just, just was asking, um, just to verify.
[CUSTOMER][POSITIVE] No problem. Yes.
[AGENT][NEUTRAL] 17672 hold on.
[AGENT][NEUTRAL] OK, now I can tell you as well, um, [PII] can add you as an online user and you'll be able to get your invoices that way I can send them to you that's not a problem but um you can get your invoices that way you can also pay online if that's something that y'all might wanna do. You can make corrections on your invoices as well, um.
[CUSTOMER][NEUTRAL] Yes, I think she she because I sent the paper I've been trying to get on for a minute um I just can't find the email now because this is um one of the only ones I don't.
[AGENT][NEUTRAL] OK, I don't see where she has added you to the contact as far as being able to get online now she would be able to go.
[CUSTOMER][NEUTRAL] No, that's fine. I, I could, I'll deal with that, so I need, I'm gonna write it on my note. No, I don't need you to do anything. I just need to get the bill so we could get them paid, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Not a problem. Not a problem. I can help you with that. That's not a problem. And I am showing that the
[CUSTOMER][NEUTRAL] To be a
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] December is the one that's outstanding. Um, we do so also we just billed for January as well. I can send you both of those.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me have the December.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please, um, uh, do you have [PII]'s email online?
[AGENT][NEUTRAL] Uh, uh
[AGENT][NEUTRAL] I do, I do. Hold on just a moment.
[CUSTOMER][NEUTRAL] Yes, can you send me that and I could go down there and get that from her?
[AGENT][POSITIVE] I can do that. That's not a problem.
[CUSTOMER][NEUTRAL] Because, um, January.
[CUSTOMER][NEUTRAL] I'm gonna have to request the bill again once December's paid so I can wait for that one.
[AGENT][NEUTRAL] You sure? Cause I can send the juice, uh, the, that one as well.
[CUSTOMER][NEUTRAL] The, the January one's gonna, it.
[AGENT][NEUTRAL] And send both of them. I can send both of them.
[CUSTOMER][NEUTRAL] But it is it gonna say the past due amount on January?
[AGENT][NEGATIVE] No, ma'am. It's not gonna do that. Um, unfortunately.
[CUSTOMER][NEUTRAL] OK then, yeah, I can have both thank you because once it says the past due amount they make us get the bill again because we can't.
[AGENT][NEUTRAL] Right, right.
[AGENT][POSITIVE] Got you. OK, that's not a problem, um.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome. That's, that's what we're here for. Um.
[AGENT][NEUTRAL] And like I said, uh.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Uh, if I can get this to work.
[AGENT][NEUTRAL] OK, so we got January, we're gonna get the February. I mean that's it.
[AGENT][NEUTRAL] All right, we're gonna send both of them to her email address and like I said, um, any changes you have on there you can make those changes and and so forth on that so and not pay for them.
[CUSTOMER][NEUTRAL] Is there a link? because I don't think she has the log in credentials neither. Is there a link or email I could send out to someone so we can get this done?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes ma'am, that's not a problem um I am showing that she is registered on our online service center.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] So, oh, can you send her a link where she can um.
[AGENT][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Like a new, like um like a reset cause I'm pretty sure she doesn't have it. She's, she's forwarding me these emails telling me to get the bills.
[AGENT][NEUTRAL] Oh, got you.
[CUSTOMER][NEUTRAL] So yeah, so, but if you reset her, then she, I could go sit in front of her while she asks me.
[AGENT][NEUTRAL] OK, now I'm showing that she's active. Let me see when the last time she is, um, let me get this invoices to you first so we can get that taken care of. So we're gonna say the December.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then we can get the rest of the information that you want.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And that way you would be able to uh log in as well.
[AGENT][POSITIVE] And see all of that as well. So that's not a problem. And what I'm gonna do.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yes, I am going to.
[AGENT][NEUTRAL] Get my fingers to working here, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], what is your email address? I'm gonna put you on here as well.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you. um [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and so let's.
[CUSTOMER][NEUTRAL] I just need the bills, yeah.
[AGENT][NEUTRAL] That's fine, that's fine. I'm just gonna add you so you won't have to go down there.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're so welcome.
[AGENT][POSITIVE] That just saves time for you.
[AGENT][NEUTRAL] And let's get that.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Invoice request.
[AGENT][NEUTRAL] Here we go. I already had you in that.
[AGENT][NEUTRAL] Or December.
[AGENT][NEUTRAL] All right, just let me know when you've got that.
[CUSTOMER][POSITIVE] Absolutely. Um.
[CUSTOMER][NEUTRAL] It hasn't come yet.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, it has been a minute since she has logged in on the online service center.
[CUSTOMER][NEUTRAL] Is within a year?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, yeah, so if she had it within a year, that means.
[AGENT][NEUTRAL] But her credentials are the same. Right.
[CUSTOMER][NEUTRAL] OK, yeah, that's what I'm gonna tell her she can still log in and add me.
[AGENT][NEGATIVE] Right, and if it uh right, and if she has any questions she can email me and I can give her the login information. Unfortunately I can't give it to you.
[CUSTOMER][NEUTRAL] Can't add me on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, I understand. I do understand.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] But um I can give it to her if she needs it, and then we can go from there.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I did receive your invoice, Ms. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes, I do have it, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Um, no, I just need to get these down to get paid.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and you have a wonderful day and a [PII].
[CUSTOMER][POSITIVE] You too, thank you, same to you.
[AGENT][NEUTRAL] All right, [PII]. Let us know if you need anything else.
[CUSTOMER][POSITIVE] I sure will. Thank you so much.
[AGENT][POSITIVE] You're so welcome. Thank you. Mm bye-bye.
[CUSTOMER][POSITIVE] Bye. Have a great day. [PII]. Thank you. Bye.
[AGENT][POSITIVE] You too. Thank you. You, you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Right.