AccountId: 011433970860
ContactId: 77484f33-c44c-4f17-a2a8-7b7cc67882dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449480 ms
Total Talk Time (AGENT): 147416 ms
Total Talk Time (CUSTOMER): 217679 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/2025/06/13/77484f33-c44c-4f17-a2a8-7b7cc67882dc_20250613T15:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Good morning. Thanks for calling. This is May I help you?
[CUSTOMER][NEUTRAL] Uh yes, uh, good afternoon.
[CUSTOMER][NEUTRAL] My name is [PII], and I don't know what's the issue with the website because I'm trying to get payment to to pay the invoice for the company and this is the 2nd Friday that I'm trying to uh open the, I don't know what is uh the call let me see, it's uh APL online center.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] To sign up, and I, and I'm I'm unable to do it.
[AGENT][NEUTRAL] OK, and what is your group number, Ms. [PII]?
[CUSTOMER][POSITIVE] Sure. It's 203-03. Thank you for your support.
[AGENT][NEUTRAL] Yes ma'am, give me one moment.
[AGENT][NEUTRAL] OK, and please verify the group name, group mail address, and phone number, please.
[CUSTOMER][NEUTRAL] Yes, it's Extreme Aviation Holding Group number 20303. Uh, let me see what address do I have on file.
[CUSTOMER][NEUTRAL] Just give me a second, please.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] I have the address of [PII].
[AGENT][NEUTRAL] Um, and what was the, um, zip code again? because I see a different city and zip code.
[CUSTOMER][NEUTRAL] Uh, if it's, if it's already changed the city, it would be [PII].
[AGENT][NEUTRAL] OK, and the zip code?
[CUSTOMER][NEUTRAL] It will be [PII] if it's [PII].
[AGENT][NEUTRAL] Mm OK. And your email address or the email address of the group?
[CUSTOMER][NEUTRAL] 032
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, so the email, my email address, which that's what I think is, is happening, is [PII].
[CUSTOMER][NEUTRAL] Or I also add like a Pas at [PII]
[AGENT][NEUTRAL] OK, well, the email address I'm showing is [PII]
[CUSTOMER][NEUTRAL] [PII] it's fine. Let's leave it as as this, but I'm when I'm, when I'm open, when I'm trying to get an access in the air, I also put the [PII] at Extreme.a and still have the same issue.
[AGENT][NEUTRAL] OK, I'm wondering if because we, well, let me see one more thing, give me one moment.
[CUSTOMER][NEUTRAL] It's saying, it says, I put the.
[AGENT][NEUTRAL] And verify the group phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That has not changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm one moment.
[CUSTOMER][NEUTRAL] I, I was thinking, this, this cannot be so difficult. Come on.
[AGENT][NEUTRAL] Typically not, but.
[CUSTOMER][POSITIVE] And you win
[CUSTOMER][NEUTRAL] But this is the 2nd Friday that I plan to do this, and, and I put all the addresses possible in there and
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And I don't, I cannot be able to access the, the, the login, so something is not properly set up or I don't know, that's what I'm calling because my accounting department, my HR department, they're, they're having difficulties.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 2.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 126.
[AGENT][NEUTRAL] Well, and it's the same information I'm showing we have in the system and is it supposed to be [PII] or just uh do [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's only [PII]. That's it. [PII]. No.
[AGENT][NEUTRAL] OK, OK, I'll just double checking and.
[AGENT][NEUTRAL] OK, well I can send a request for someone to look at this and give you a call back or send you an email.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] With troubleshooting advice.
[CUSTOMER][NEGATIVE] Well, I, I sent, that, that's what I'm saying, right? I sent an email, let me tell you exactly when I sent the email. I sent the email last Friday about it because I was on the line for over an hour and nobody came.
[CUSTOMER][NEGATIVE] Nobody came. So, um, I sent an email to [PII]. I sent an email to [PII], and nothing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I sent it last Friday.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEGATIVE] Requesting requesting my urgent uh login credentials for it, but no, no one has reached out.
[CUSTOMER][NEUTRAL] You want me to send it to you now? In that case, you could be able to help me with this?
[AGENT][NEUTRAL] Uh, no, ma'am. Um, you will have to send it to, I guess the care team with that, um, request or like I said, I can send a request to someone can call you back if you like.
[CUSTOMER][NEUTRAL] OK, whatever, we're put it both, but, uh, but I wanted for you guys to make sure they understand that we have not been able to make a payment because of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand, and we do have it where you can make a payment over the phone with a credit card.
[CUSTOMER][NEUTRAL] Yeah, but I don't have the credit card. I'm not in in accounting. That's what I wanted to have an access that I could be able to use the user logins to my accounting department, and they could be able to pay. We also have to review the invoices before we pay like we do every, every month.
[AGENT][NEUTRAL] OK, another option until the online service center gets set up, uh, we can send you a copy of the invoice and you can pay by check and mail it.
[CUSTOMER][NEGATIVE] So without.
[CUSTOMER][POSITIVE] Can you do that? Perfect, perfect. Can you do that? That will be truly appreciated.
[AGENT][NEUTRAL] Yes ma'am, let me, let's see if I can pull that up. Give me one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We're gonna get it, Miss, uh, [PII].
[AGENT][NEUTRAL] I'm sure it's uh
[AGENT][NEGATIVE] Headache.
[AGENT][NEUTRAL] 2303.
[CUSTOMER][NEUTRAL] Um, you want to have my, uh, to the same email, [PII] you can be able to send it. That will, I will get it as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will send this to you in a few moments. Um.
[AGENT][NEUTRAL] And while I have you on the phone, is there anything else I can assist you with, but I'll still send a request if you'd like for someone to assist you with the online service center.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] But please do that as well.
[AGENT][POSITIVE] OK, yes, ma'am. I'll send that request and I will email this to you in a few moments.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] Yes, ma'am, and thank you so much for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.