AccountId: 011433970860
ContactId: 701fb536-0699-4818-b7ca-c49f09e3f653
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398820 ms
Total Talk Time (AGENT): 202398 ms
Total Talk Time (CUSTOMER): 163635 ms
Interruptions: 6
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/701fb536-0699-4818-b7ca-c49f09e3f653_20250606T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from, uh, Estefan Enterprises, and, um, I was calling because we used to be able to have access online to download and pay our bills, and I can't get in there now, so.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, OK, so yeah, as of a few days ago [PII] our website did undergo quite a big change um and with that you would have to create another account on the website, so reregister essentially um it would be with all of the same information uh it's just creating a new log in uh the biggest difference is going to be there would be no uh user name it would simply be logging in with the email address but that's after you register again.
[CUSTOMER][NEUTRAL] OK, so it just says create your OSC account, is that what I'm gonna do?
[AGENT][POSITIVE] That's correct, yes, yes.
[CUSTOMER][NEUTRAL] OK, but when I, I'm not an insured, I'm a group or what am I?
[AGENT][NEUTRAL] This is for a group, is this for a group, uh, you're an employer, this is for your employees, is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right, I wanna be able to download the invoices and do the, the, the, the thing, OK, so then I go to group.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Right, yes, absolutely, so that would be you would select group, yes.
[CUSTOMER][NEUTRAL] Uh, let me see in the invoice number group.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] The code because I say I've been told to do this so I said let me try see if I can do it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Because I know I I used to have.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, if you don't mind bearing with me one second.
[AGENT][POSITIVE] No, you're perfectly fine, of course.
[CUSTOMER][NEUTRAL] No, that no user was found for the information that.
[AGENT][NEUTRAL] OK, so of course with it being.
[CUSTOMER][NEUTRAL] Group number 14,960.
[AGENT][NEUTRAL] Could you repeat that group number? I'm sorry.
[CUSTOMER][NEUTRAL] 14,960
[AGENT][NEUTRAL] OK, so I can go ahead and get that pulled up and just verify that you know because again like the old one, the information you entered does have to match what we have in our system so I can verify what we have, um, making sure that that's all correct. This is a Louisiana machinery company?
[CUSTOMER][NEUTRAL] No, it's Stefan Enterprises.
[AGENT][NEUTRAL] OK, you said 14,960?
[CUSTOMER][NEUTRAL] I'm actually looking at your invoice.
[CUSTOMER][NEUTRAL] Yeah, I'm looking at your invoice 6384406 from [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, that is pulling.
[CUSTOMER][NEUTRAL] Master group and group numbers the same.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, that group number is pulling Louisiana Machinery Company, so that's not the group number we have. What I'm what did you say the group name was?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 14,960. 0, the name?
[AGENT][NEUTRAL] Um, yes, please.
[CUSTOMER][NEUTRAL] Estefan Enterprises. Stefan Enterprises.
[AGENT][NEUTRAL] [PII], that's uh [PII]
[CUSTOMER][NEUTRAL] And I have here the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], sorry.
[CUSTOMER][POSITIVE] And then and you're right, it's definitely.
[AGENT][NEUTRAL] OK, give me just a moment let me try searching.
[CUSTOMER][NEUTRAL] I have here the last invoice we paid. OK, thank you.
[AGENT][NEUTRAL] OK, give me just, yeah, definitely, let's see, that could definitely be an issue.
[AGENT][NEUTRAL] OK, bear with me. Um again, that's [PII]
[CUSTOMER][NEGATIVE] No [PII] H F A N E S T E F A N.
[AGENT][NEUTRAL] SAN, OK.
[AGENT][NEUTRAL] OK, my apologies, one moment.
[CUSTOMER][NEUTRAL] Enterprises.
[AGENT][NEUTRAL] OK, so I am not seeing that we have a group with that name in our system.
[CUSTOMER][NEUTRAL] Can you look for it by invoice because I have here the invoice we paid.
[AGENT][NEUTRAL] Um, let me see. I'm not sure that I'm able to do that. Let's see.
[CUSTOMER][NEUTRAL] Can I email it to you?
[AGENT][NEUTRAL] You know what, I, honestly, I think that's right and at this point, um, since we're not able to find any of this correct information, um, if you would, [PII], yes, send us an email with all of this information, so the group name, group number, um, and then you know of course explain the troubles we're having and they will be able to investigate all of that, uh, information, see what's going on.
[CUSTOMER][NEUTRAL] The thing is we need our [PII] we don't want it to, you know, we're trying to pay June so who do I email it to?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Oh absolutely, absolutely, uh, let me know when you're ready and I can give you, yes, uh, when you're ready for that web or the email address I can give that to you.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so [PII], right?
[AGENT][POSITIVE] Correct, yes.
[AGENT][POSITIVE] And they should get back with you pretty shortly um with all of that so I apologize there's not more I could do for you.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] So you're not even able to.
[CUSTOMER][NEGATIVE] Yeah, we're not even able to, you can't even look for the invoice at this time, right?
[AGENT][NEGATIVE] No, so not without the correct information, yes, that group number pulled up a completely different company with different information and when I tried searching just the group name um I got no results.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, um, do you know who's in option 4 of this number because they say that are you option 4?
[AGENT][POSITIVE] Yes, we definitely need to see what's going on with that.
[AGENT][NEUTRAL] Could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] It says to call [PII] option 4. Are you option 4 in in the phone calls? You don't know.
[AGENT][NEUTRAL] Um, I'm not quite sure. I know that that's our, our phone number. Um, what were the prompts?
[CUSTOMER][POSITIVE] Well, I don't know. I just went to billing because I thought billing could help me, but I'm gonna, I'll try doing that phone number just in case if, if it comes and I will do the email also. I really appreciate your help thank you.
[AGENT][NEUTRAL] Oh, sure. Right.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, oh, you're very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.