AccountId: 011433970860
ContactId: 6fefccfe-3aee-4a71-971d-d8eb947af516
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188960 ms
Total Talk Time (AGENT): 91686 ms
Total Talk Time (CUSTOMER): 123845 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/6fefccfe-3aee-4a71-971d-d8eb947af516_20250606T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] Broker Resources. I have a question. I've got a broker on my other line, and he is saying for this group 24289, I guess they pay their bill online, but he's saying that he pays it or he triggers the payment from their account to us. Have you heard of that before? I don't think brokers have the option to pay the bill, the group bill on their portal.
[AGENT][NEUTRAL] Um, it would.
[AGENT][NEUTRAL] Depend on
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me, let me look, let me look at something real quick.
[CUSTOMER][NEUTRAL] I mean if the group gave him.
[CUSTOMER][NEUTRAL] OK, thank you, thank you I mean if he had access on the group's portal that might make sense, but I don't think he could do it from his broker account.
[AGENT][NEUTRAL] Yeah, and it could, it could be that the group contact, um, set him up an account.
[CUSTOMER][NEUTRAL] Gave him access.
[AGENT][NEUTRAL] Um, but that's
[CUSTOMER][NEUTRAL] OK, I'm gonna double check that.
[AGENT][NEUTRAL] That's gonna be the only way.
[CUSTOMER][NEUTRAL] Yeah, that
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's what I thought he can't do it from his broker account. I wonder if that's what he's doing OK.
[AGENT][NEUTRAL] No, he cannot do it from his bank account.
[CUSTOMER][NEUTRAL] That's what I thought because they're not they're they're not supposed to pay the bills so yep, I think that's what it is. OK, I figured it out. I got it. He is set up under their account.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] No way he is
[CUSTOMER][NEUTRAL] Uh, OK, wait. OK.
[AGENT][NEUTRAL] Who, who's the contact per or who, who's on the phone?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] It's a it's [PII], so he's listed on that's weird because he's listed when I go put the pin number in under the old old system, you know, for this group under the group [PII] when I put their pin number in the admin screen [PII], it has his name on there.
[AGENT][NEUTRAL] Oh, OK. So,
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] But the group contacts us [PII]
[AGENT][NEUTRAL] Yeah, it could be that, uh,
[AGENT][NEUTRAL] It could, yeah, because the primary phone number that's listed under this group doesn't even match what we have in EMPL, um, so it could be that, um,
[CUSTOMER][NEUTRAL] They just gave him full access, I guess.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] He, I mean, he may have access to that account and get Austin Electric, I mean, or they just.
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][POSITIVE] Well, it's gonna be, yeah, I think it's messed up. Yeah, I think it's messed up now because there's been a change on that, so he's gonna have this group contact as a sheet of Raja or whatever is gonna have to go and set up the group con the group account right? and then give him access. OK, that's what I thought. OK, I love these puzzles.
[AGENT][NEUTRAL] Set up the account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And as far as like.
[AGENT][NEUTRAL] And as far as setting up.
[AGENT][NEUTRAL] I mean this a sheet, whatever a sheet of whatever that person's name is, it could be that he originally he or she originally set it up and just gave [PII] the password for him to deal with it every month. um, so that's basically what's gonna have to happen with the new online service center. The contact is gonna have to set up this account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's probably what happened.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, she'll have to set the account up and then give him access. OK, that is, I, we solved it. Thank you so much. I just had to talk that out with somebody as soon as I dialed, I was kind of thinking that so OK, you have a good day. Thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too. No problem.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] I