AccountId: 011433970860
ContactId: 6ae6a46b-5fee-4340-9a69-9f5363f09490
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448510 ms
Total Talk Time (AGENT): 136655 ms
Total Talk Time (CUSTOMER): 186326 ms
Interruptions: 5
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/6ae6a46b-5fee-4340-9a69-9f5363f09490_20250606T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Estefan Enterprises and um I can't um.
[CUSTOMER][NEUTRAL] I can't uh go into the APL log in it looks like it changed.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] And I'm trying to go in as a as a not as a user but um as the employer so I can download bills and pay online etc.
[AGENT][POSITIVE] Absolutely. Um, let me take a look real quick.
[AGENT][NEUTRAL] And what was the group number you're in reference to?
[CUSTOMER][NEUTRAL] Um, the.
[CUSTOMER][NEUTRAL] Wait, I thought I must the girl must have take let me pull up the last bill that we have.
[AGENT][POSITIVE] OK, yeah, you're good.
[AGENT][NEUTRAL] And you are with the group correct?
[CUSTOMER][NEUTRAL] General.
[CUSTOMER][NEUTRAL] Right, right, right, um, I'm the CFO of the company and we're trying to set up the we always paid, uh, we always paid online, you know.
[AGENT][POSITIVE] OK, OK, perfect.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Perfect. I just want.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] The AP person was just with me and she took all the paperwork so I'm, I'm trying to go get it from so just one second is this is.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Health insurance
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here APL.
[CUSTOMER][NEUTRAL] [PII], let me pull up the April.
[CUSTOMER][NEUTRAL] April invoice so.
[CUSTOMER][NEUTRAL] What do you need master number, group number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If you have multiple, um, that would be good if you have the master, that's fine though as well.
[CUSTOMER][NEUTRAL] Actually they're the same number now that I look at it 14,960.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 60. OK. And your name was [PII], correct?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alrighty, do you mind if I put you on a brief hold? I'm gonna see if I can get someone in our billing department and see if they can help assist you with this, OK?
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] I, of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] I'm good [PII], how are you?
[AGENT][NEUTRAL] I'm good. I'm sure you're probably exhausted from this OSC stuff just as much as we are.
[CUSTOMER][MIXED] Uh, I know, girl, it's been a nightmare. It's gonna be great though.
[AGENT][NEUTRAL] It, it really has.
[CUSTOMER][POSITIVE] Great, I know it has, but it's gonna be good once it all gets taken out. I'm looking forward to it. What can I help you with?
[AGENT][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, yes, yes, absolutely.
[AGENT][NEUTRAL] Well, I have someone on the line who's having um a it's a group who's having an issue with the OSC login. Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And she is the um CFO she's the group contact um but the or it says geographic in line and it says her name and then it says contact another name um but the group number is 14,960.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I can put my sorry, give me a second.
[CUSTOMER][NEUTRAL] OK, 14,960. Is that right?
[AGENT][NEUTRAL] I'm so sorry, I'm having trouble hearing you.
[CUSTOMER][NEUTRAL] Uh, it's OK if you said it's 14,960.
[AGENT][NEUTRAL] 14,960, yes.
[CUSTOMER][NEGATIVE] OK, uh, it, it's not updating anything. It's, it's keeping me on that old group. It won't let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, I
[AGENT][POSITIVE] No, you're good. It's um Estefan Estate or Enterprises if that helps.
[CUSTOMER][NEUTRAL] It does, it just won't let me update the good number in line.
[CUSTOMER][NEGATIVE] get completely out of it.
[CUSTOMER][NEUTRAL] I'm sitting in 14,960 and it's bringing up Louisiana Machinery Company.
[CUSTOMER][NEGATIVE] Let me just open up a new line, sweetie. What in the world? Now I know you've got because I know that number is 25992 and it's not letting me, it's not updating. Hold on.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sorry, I'm sorry.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's not letting me go to a different group, actually.
[CUSTOMER][NEUTRAL] I, I hate to keep on hold. Have you got a callback number for her when we get this issue resolved, and I can call her back? Would that be OK? Yes, it's.
[AGENT][NEUTRAL] Yes, it's, yeah, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, this is crazy, this has never happened before.
[AGENT][POSITIVE] You're good.
[CUSTOMER][NEGATIVE] Yeah, I'm just gonna have to wait for a call back. I'm gonna have to reboot my computer because I've already going out of line, go back in and not working.
[AGENT][NEUTRAL] OK, do you want me just to call someone else on the on the billing department?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Would that be easier?
[CUSTOMER][NEUTRAL] Do what ma'am?
[AGENT][NEUTRAL] Would it be easier um for me just to call someone else from bill like hang up and call someone else from billing?
[CUSTOMER][MIXED] If, if, if, if you don't mind, because I, I'm gonna keep her holding because it's gonna take me forever to restart and I hate to do that and I'm so sorry, you know, I'm happy to help you, but I can communicate this on here.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No, you're good.
[AGENT][POSITIVE] You're good. I'll, I'll I'll call back, yeah, you have a great rest of your day.
[CUSTOMER][POSITIVE] Yeah, I have a great day thank you [PII].
[CUSTOMER][POSITIVE] OK. Thank you. You too, [PII]. Thank you so much. Bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Of course bye bye.