AccountId: 011433970860
ContactId: 69ac7dc4-323a-4b3d-bc2a-d8a8587d15a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615119 ms
Total Talk Time (AGENT): 178907 ms
Total Talk Time (CUSTOMER): 169481 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/69ac7dc4-323a-4b3d-bc2a-d8a8587d15a4_20250124T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. Um, we're a fairly new group with your, uh, company, and I received some information from my broker on how to set up the online portal to be able to make payments and so forth online.
[CUSTOMER][NEGATIVE] And I keep getting an error saying that my group isn't found.
[CUSTOMER][NEUTRAL] Um, so I was just hoping to get some help with that.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's OK, what's the group number?
[CUSTOMER][NEUTRAL] 26781
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Pulling up the account.
[AGENT][NEUTRAL] What's the name of the group?
[CUSTOMER][NEUTRAL] Lucille's American Cafe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the billing address for the group and your email address, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, we have two stores and I know that the broker was saying she's trying to split them, but I think the address that you should have on file is [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I'm sorry, what was the other question?
[AGENT][NEUTRAL] Your email address.
[CUSTOMER][NEUTRAL] My email. OK, it's uh [PII]
[AGENT][NEUTRAL] OK, thank you for that information and the number that you provided is that the employer's the, the group's number or your number?
[AGENT][NEUTRAL] Does the group have a different phone number?
[CUSTOMER][NEUTRAL] Um, I don't know what they may be put on file. I mean, I have the number of the restaurant, but I don't know, like, I'm, I kind of manage all of it, so it's better to just have my number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right, thank you. Give me 1 2nd.
[AGENT][NEUTRAL] OK, so you've gone to [PII] and have you gotten past um the security questions?
[CUSTOMER][NEUTRAL] No, I well I went to new user.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Because that's what and then I put in the group number, put in the zip code. I tried my cell phone first that didn't work, tried the number of the restaurant that didn't work. Put my, you know, put [PII] and my email in there and I'm stuck here. That's why I keep getting in.
[AGENT][NEUTRAL] OK, it could be the phone number because the number that you provided is different than the number that's on file, um, so you, you.
[CUSTOMER][NEUTRAL] Well, I put, yeah, [PII] is what I put on file. What do you have on file?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] For your phone number is [PII].
[CUSTOMER][NEGATIVE] OK, that's my home. Let's change that. That's my home. I don't know why they keep using that. That's my home line that nobody ever answered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what do you want us to put there? That's what it is probably.
[CUSTOMER][NEUTRAL] So I'm like, oh my, my.
[CUSTOMER][NEUTRAL] Um, OK, there, there it is, um, so my cell phone is the [PII] number is probably the best to have there.
[AGENT][NEUTRAL] OK, so let me do this.
[AGENT][NEUTRAL] So you enter the group number, you enter the zip code [PII]. Of course, the phone number seems to be the issue. The city is [PII], the email of record is the one that you gave for yourself, and then of course the state is [PII]. So let me see if I can get in there and change the phone number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, because I was getting the thing that it said there's no user like the users, I don't know.
[AGENT][NEUTRAL] Let's see, I'm thinking for the group, um, [PII], can you send me a quick email?
[AGENT][POSITIVE] Uh, to change your group phone number from, give me the from and the to number, and then I can get that that taken care of. Send it to care team, that's all together.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] AM [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we receive that um we'll get that updated and give us, give us a few, give us a minute to get that updated um and and that is why you're not able to create the account because the phone number is not a match to what we have in the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] And then once it's completed um [PII], you'll get an email letting you know that it is complete and then at that time you can go back in and and create the account.
[CUSTOMER][NEUTRAL] OK, yeah, I got an email saying that you've got my email.
[AGENT][NEUTRAL] Uh-huh. Let me take a peek as I can. Mhm.
[CUSTOMER][NEUTRAL] So, um, yeah, I guess the big thing was that I, I, am I able to um make a payment like with you on the phone then? I was just trying to log in to make a payment because I hadn't I hadn't received any.
[CUSTOMER][NEUTRAL] Like any paperwork, any emails really or anything and then that's when I reached out to the broker and I said I was trying to set up an like automatic payment and get that going.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Give me 1 2nd. Let me check that for you.
[AGENT][NEUTRAL] All right, let me get you over to the group billing team and then they can help you with that payment, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][NEUTRAL] Good, I have a group on the phone that's wanting to make a payment over the phone. They're trying to set up their OSC, but they need to send us some information to update some information that matches.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Um, but the group number is 267-81.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And did they give you any invoice information or amount or anything?
[AGENT][NEUTRAL] Uh, she's wanting to make the January payment or the January invoice payment, and she didn't give me the amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what's her name?
[AGENT][NEUTRAL] It's [PII], the group Batman.
[CUSTOMER][NEUTRAL] OK. All right. So I think I've got what I need pulled up. You can go ahead and put her through.
[AGENT][POSITIVE] All right, thanks so much. Here she comes.
[CUSTOMER][NEUTRAL] Mhm