AccountId: 011433970860
ContactId: 7ba39fa0-be17-4d1e-a558-cb87f5d41c4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 886659 ms
Total Talk Time (AGENT): 193657 ms
Total Talk Time (CUSTOMER): 432802 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/7ba39fa0-be17-4d1e-a558-cb87f5d41c4b_20250625T14:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Oh, hi. Uh, good morning. How are you?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][POSITIVE] OK. Yeah, thank you. Uh, I want, yeah.
[AGENT][POSITIVE] Good. Well, how can I help you today?
[CUSTOMER][NEUTRAL] Yeah, yeah. I want to describe one firstly because our company, uh, is located in the law of US. And nowadays, if you want to log in our accounts of APL, you know, the first day we need to enter my, uh, our loan ID and also the password, and later.
[CUSTOMER][NEUTRAL] Uh, I, I later we need to get the verification code from that email, you know. This is the process, very important process. But nowadays, we cannot receive the, the verification code from that email. So I want to uh handle this issue because maybe we have some billing to pay, yeah.
[AGENT][NEUTRAL] OK, so I want to make sure I understand what you're saying. You're the group administrator for the group and you're trying to set up your profile in our portal?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah. I, I mean, yeah, we cannot log in. Yeah, we can't enter in that account because uh when when when we uh complete the loan ID and also password, we need to um get the verification code from our email. You know, maybe the, the email is the same as the loan ID actually. But we cannot receive, so we cannot enter this account of our company in APL.
[AGENT][NEUTRAL] OK, so I can try and help you with this. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, so, uh, I'm the administration specialist of our company. The company name you want to get.
[AGENT][NEUTRAL] OK. No, I need your name first off.
[CUSTOMER][NEUTRAL] My, my name is, you can call me [PII].
[AGENT][NEUTRAL] OK. If you'll just spell your name for me, please.
[CUSTOMER][NEUTRAL] OK. My, uh this is my English name. So the spelling of uh my name is [PII]
[AGENT][NEUTRAL] OK, and your last name [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My last name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, it's OK.
[AGENT][NEUTRAL] Thank you, and your phone callback number?
[CUSTOMER][NEUTRAL] Uh, yeah, you, OK, my callback number is uh.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the group number?
[CUSTOMER][NEUTRAL] Yeah, you can repeat.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Yeah, uh, yes, 786 786 8815085. Yes, correct. So my group number is, um, one second.
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] Uh, group number I think is the
[CUSTOMER][NEUTRAL] Oh yeah. The coupon number is 26,530.
[AGENT][NEUTRAL] 26,560. Is that correct?
[CUSTOMER][NEUTRAL] No, no, no. It's 226,530. It's 3, not 6.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] 26, OK, say it one more time for me. I'm sorry.
[CUSTOMER][NEUTRAL] OK. Uh, no problem, no problem. Uh, so the group number of this company is 265.
[CUSTOMER][NEUTRAL] 30, the 5 digitals.
[AGENT][NEUTRAL] 26,530. Is that correct?
[CUSTOMER][POSITIVE] Yes, correct, correct, correct.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get the group's information pulled up and all that, then I will have to verify several things with you first for security purposes. So just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, [PII], what is the name of the group and the group's address?
[CUSTOMER][NEUTRAL] OK. So, the group of name is the same one.
[CUSTOMER][NEUTRAL] International Miami. C for clock, 1 for 123 1. International, you know the word of English, the word, uh, international, yeah, is the word, uh C1 International [PII], [PII] is the city of US, you know. Yeah.
[AGENT][NEUTRAL] Mhm. And the address?
[CUSTOMER][NEUTRAL] Address is, OK, one second again. Thank you. Uh, the physical address is uh mm, OK. The address is uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII]. That means [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and, and [PII] is [PII], is the city of the [PII], the, the state of [PII]. And the zip code is [PII], yeah, yeah, correct. Uh, the, the zip code is [PII]. Also the five digit codes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and the primary contact person's name for the group?
[CUSTOMER][NEUTRAL] Uh, I think you can, you can, uh, pay some of my payback phone number.
[AGENT][NEUTRAL] Who is the person that is the primary contact person for your group?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I think you can, you can pay for me. I am the primary contact person of this.
[AGENT][NEUTRAL] OK, we do not have your name listed as the contact person.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK, let me check. Let me check, sir. Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, 1 2nd, 1 2nd, 1 2nd.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Like one second, hold on, hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, I'm back. So, uh, thank you for, uh, OK. Uh, I think the primary person is, OK. So the primary person is, uh, you just want to know the phone number also, and also the name.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I need the contact person's name first off. That's the first thing that I need.
[CUSTOMER][NEUTRAL] OK, OK, OK. So the contact, the primary contact person name is uh [PII]. Uh, I will spell it for you. So the first name is [PII] for straightforward.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, the six letters for his first name.
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] Last name is just two letters, the [PII] as well. The [PII].
[AGENT][POSITIVE] Thank you and the email address for the primary.
[AGENT][NEUTRAL] That we have on file for the group.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, one second. OK, so the email of this is the administration.
[CUSTOMER][NEUTRAL] [PII] is the word of English, and also you need to spell it.
[AGENT][NEUTRAL] No, sir, I don't. Just, I just need for you to give me the full email address. You don't have to spell it.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] OK. OK, got it. Uh, the [PII]. The say also [PII] also, yeah, yeah, yeah, correct, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you. And another, the phone number that we would have on file for the group.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is different than the one you gave me as your phone number.
[CUSTOMER][NEUTRAL] Yeah, but, but I think the [PII] is the administrator of of this uh account. Yeah, I just checked that. I think it's correct.
[AGENT][NEUTRAL] Yes, sir, and what.
[AGENT][NEUTRAL] What is the phone number for the, that person?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Uh yeah. Uh, this guy's number is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so thank you. So now, according to, that's all of the information that I would need to verify with you. Give me just a moment please, to look at something.
[CUSTOMER][NEUTRAL] OK. OK. OK, got it. Got it.
[AGENT][NEUTRAL] OK, so I actually
[CUSTOMER][NEUTRAL] Yeah, uh, by the way, I want to see.
[AGENT][NEUTRAL] Yes sir, so you are not [PII], you are not listed as an authorized contact for the group.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So the
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm not. I'm not, yes.
[AGENT][NEUTRAL] Yes, sir. So the gentleman that is listed as the contact will have to call us for information related to the portal, uh, because you're not authorized, I cannot provide you that information.
[CUSTOMER][NEUTRAL] OK. So, yeah, so I want to know if, if this guy, this gentleman, he can pay to you, is OK or not?
[AGENT][NEUTRAL] I'm sorry, if he can, what was your question?
[CUSTOMER][NEUTRAL] Yeah, yeah, because just the email, you know, my, my main question is that we cannot enter this account to check something like the billing, the invoice, and other things because
[CUSTOMER][NEUTRAL] So that email, the [PII]. Uh, it's time for us to receive the verification code when we want to enter in this account, but we cannot. It's in the contrast. So I think if, if I can, uh, provide my phone to that gentleman, the COU, and I think he can contact you, not, uh, now this right now, is OK?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, he would have to contact us so that we could provide him that information related to the portal.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I know, I know, I know. It's the, it's the security and also the other situation, yeah, I know.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir. So you can just.
[CUSTOMER][NEUTRAL] Yeah, so, so I, I can, I can provide, yeah, I can give my phone to him, OK?
[AGENT][NEUTRAL] I'm sorry, you can what?
[CUSTOMER][NEUTRAL] Uh, I can't give my friend because now, because right now I use my phone to pay phone to you. So I can give my friend to to him, to the COU, the listed person, OK?
[AGENT][NEUTRAL] You're going to put him on the line, is that correct?
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, correct, correct.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Oh, hi.
[AGENT][NEUTRAL] Hi, and who am I?
[CUSTOMER][NEUTRAL] Hi, so, um.
[CUSTOMER][POSITIVE] Uh, maybe later, maybe I will pay for it. OK. Thank you.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] OK.