AccountId: 011433970860
ContactId: 68dea5df-ce47-4a24-a0d5-addc29aa9aa4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 611919 ms
Total Talk Time (AGENT): 204353 ms
Total Talk Time (CUSTOMER): 221962 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/68dea5df-ce47-4a24-a0d5-addc29aa9aa4_20250611T18:31_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Yes, hi, um, my name is [PII] because [PII], and I'm a broker, and I need to, um, see if I can get a copy of the last two invoices for one of my groups.
[AGENT][NEUTRAL] OK, give me one second. What is the group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, let me just look it up real quick hold on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh hold on let me see I have it here.
[CUSTOMER][NEUTRAL] I never find this. Hold on, I'm so sorry, um.
[CUSTOMER][NEUTRAL] OK, the group number is.
[CUSTOMER][NEUTRAL] Why isn't it on here? Oh my [PII].
[CUSTOMER][NEUTRAL] Oh here it is. No, this is the wrong group. I'm sorry, give me one minute.
[CUSTOMER][NEUTRAL] 27,040
[CUSTOMER][NEUTRAL] KCE Logistics.
[AGENT][NEUTRAL] OK, um, sorry, you said the group number was what?
[CUSTOMER][NEUTRAL] It's uh 27,040, I believe.
[AGENT][NEUTRAL] 27,040 ACE logistics.
[CUSTOMER][NEUTRAL] Yeah, KCE logistics.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The billing.
[CUSTOMER][NEGATIVE] Yeah, I guess I'm having a problem with my, with the website with the new website and they're working on it, so I have no access to any of my groups.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me see, um, for the invoice. Sorry, my system is going so slow, [PII], um.
[AGENT][NEUTRAL] I'm trying to pull up my own base so I can pull up our billing system because normally because I'm, I don't wanna send you because normally they would tell me to tell you to send an email to the billing department, but since we're already on the phone, I'm gonna pull it, but I have to log into their system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's fine. I'll hold on. I have no, no rush.
[AGENT][NEUTRAL] Um, so it looks like it's pulling up for me.
[AGENT][NEUTRAL] And I type in the group number again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Uh, I'm following on 2,704,027,040. OK, so I got your bills pulled up and you need which invoice?
[CUSTOMER][NEUTRAL] I need the last two, cause I need, yeah.
[AGENT][NEUTRAL] So we need [PII]. So let me pull this one up. [PII].
[CUSTOMER][NEUTRAL] I need the last 2 bills.
[AGENT][NEUTRAL] And let me get your email so I can send this to you.
[CUSTOMER][NEUTRAL] It can go to [PII]
[AGENT][NEUTRAL] Hold on. Hold on, my computer, hold on. OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, there's no A there in the middle, so it's just [PII].
[CUSTOMER][NEGATIVE] Oh, you know what? No, use my [PII]'s INS. Sorry, sorry, I'm giving you the wrong email address too. Send it to my INS. We're not getting emails from this email anymore, they told me.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] OK, so that's one thing.
[AGENT][NEUTRAL] OK, hold on, let me download and attach.
[AGENT][NEUTRAL] So this is [PII].
[AGENT][NEUTRAL] And then let me get your.
[AGENT][NEUTRAL] It's a wonky name. Let me change this name cause you're gonna be like, what is this? OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now let me grab yours cause I feel like there was an [PII] deal as well.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me change the name of this one as well.
[AGENT][NEUTRAL] OK, so we got both of the invoices.
[AGENT][NEUTRAL] And then I heard you say you had another request.
[CUSTOMER][NEUTRAL] I have another about the same group. She wants to know the uh the, the owner, she's also the administrator there. She wants to know why she's not getting um an electronic bill like should she be getting like an email or electronic bill.
[CUSTOMER][NEUTRAL] She was, she was doing it she said the past two months, she hasn't gotten it electronically.
[CUSTOMER][NEUTRAL] With the change of all the website, you know how we did the new website now, did they have to change their website too for the employer?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So there was a website like what
[AGENT][NEUTRAL] Like when you say the employer, like the, the individuals, do they have to change it?
[CUSTOMER][NEUTRAL] The employer portal, like when the employer goes in.
[AGENT][NEUTRAL] Like the agency, like the broker. I'm just confused on what you're.
[CUSTOMER][NEUTRAL] Yeah, doesn't, doesn't the employer also have like a website just like I do?
[CUSTOMER][NEUTRAL] to access and look for an ID card for the gap or
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] How do they get their bill electronically? That's my question. Let me ask you that.
[AGENT][NEUTRAL] Um, so that's kind of a bill. I, I, honestly, I don't know. I think that's a billing question, but I would assume you would go into the portal and go to settings.
[AGENT][NEUTRAL] And put
[CUSTOMER][NEUTRAL] Yeah, but what if I don't have access to the portal and she don't have access to a portal?
[AGENT][NEUTRAL] Then I would assume you would get access, right? Someone would have to give you access to the portal to get the bill. OK.
[CUSTOMER][NEUTRAL] We don't get a bill?
[CUSTOMER][NEUTRAL] Not.
[CUSTOMER][NEGATIVE] OK, never mind. Uh, yeah, but it's just not happening. It's, it's just, it's been 3 weeks and we haven't been able to.
[AGENT][NEUTRAL] So how did you get the bills before?
[CUSTOMER][NEUTRAL] She was emailing there, she was getting them electronically, she says. She would get an email that your bill's ready and she would get a bill. And for the past two months, she hasn't been
[AGENT][NEUTRAL] So has she, has she set up a new account yet?
[CUSTOMER][NEUTRAL] No, they told us that there was gonna be no changes to the, for her, for the group administrator to do, that it was just changing the broker portal.
[AGENT][NEUTRAL] I honestly think that the broker needs to go in and add her. I don't, I don't think the administrators automatically move over. I think the broker needs to go at her levels of what she can do.
[CUSTOMER][NEUTRAL] Oh, we can. So once I get mine fixed, maybe you think I could add her?
[AGENT][NEUTRAL] Yeah, you should be able to add her into yours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, all right. So maybe when they fix my portal, I can see that's how it's done. And then, can you just look to see if there's a gentleman enrolled under their group by the, his last name is [PII].
[AGENT][NEUTRAL] [PII]. I don't see that last name. That's the last name?
[CUSTOMER][NEUTRAL] The last name is [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, right? Cause he wasn't on my, on my census either. So, they're asking me to terminate him, but I don't even think he's enrolled.
[AGENT][NEUTRAL] Yeah, I don't see them roll. Yeah, I was like, I don't see him on here either.
[CUSTOMER][NEUTRAL] I don't know where he came from.
[AGENT][NEUTRAL] What's the first name just out of curiosity?
[CUSTOMER][POSITIVE] OK. All right. We just got a copy of the bills. Thank you so much. That's what I'm gonna do.
[AGENT][POSITIVE] All righty, thank you.
[CUSTOMER][POSITIVE] OK thank you bye bye.