AccountId: 011433970860
ContactId: 86000efe-96d2-44cb-8634-9d4635f597ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426329 ms
Total Talk Time (AGENT): 187500 ms
Total Talk Time (CUSTOMER): 246801 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/86000efe-96d2-44cb-8634-9d4635f597ff_20250204T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Hello, [PII]. Good morning. How are you doing?
[AGENT][POSITIVE] Hi. Good morning. I'm doing well. How are you?
[CUSTOMER][POSITIVE] Very good thank you. This is [PII] from claims, yeah, I'm sure you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you know who's calling sorry um.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] [PII], I have a person from group number 26315 on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's calling on behalf of Bo Billy LLC. She's trying to make a payment online, but she was unable to access to the account.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEGATIVE] I asked if she was the the contact that we have in the company and but she was unable to tell me that.
[AGENT][NEUTRAL] Oh, OK. And can you say her name again?
[CUSTOMER][NEUTRAL] Sure, um.
[CUSTOMER][POSITIVE] It's, I'm gonna spell it for you. [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, [PII]. OK, yeah, I don't see her listed here, but I can talk to her and just let her know who we have and her steps to go about, um, getting access if if they need her to have access, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Excellent. She already knows that she's gonna be transferred and also she told me that she speak English, so I think that's gonna be good. All right, here she comes. Thank you very much. Have a good one.
[AGENT][POSITIVE] OK, great. OK.
[AGENT][POSITIVE] All right. Thank you, [PII]. OK. Mhm.
[AGENT][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, hi, [PII].
[AGENT][POSITIVE] Hi, how are you doing today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] Good, I'm doing well thank you um so auto transferred you over to me um and let's see, I have your group pulled up, um, let me just confirm the group name, um, or the group number and the group name it's 26315, um, and I'm not sure how to say it, [PII].
[CUSTOMER][NEUTRAL] So she.
[CUSTOMER][NEUTRAL] Polo, yeah, Bola and DBA Motec.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, I have that group pulled up and so he said that you were not able to log in online um to make a payment was that right?
[CUSTOMER][NEUTRAL] Um, well, we actually don't do, I, I'm not trying to log in to make a payment because we do the payment, uh, via ACH.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What I'm trying to do is log in so that way I can, I'm, I mean the person in charge on accounts payable and then my trying to do is be proactive so like uh we we just have the invoice from the to January and we are already in February.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] So what, what, what we want to do is just, you know, have the log in so I can go um on the day, you know, in the middle of the of whatever one day if the invoice come up so that way I can post it and we pay, you know, on time.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, OK, yes, I understand, um, and so it looks like the group has two accounts and it looks like the first one is for the group contact, um, and I'm sorry if I mispronounced this, but it looks like [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII], yes.
[AGENT][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] And the email that you have online is her email?
[AGENT][NEUTRAL] Yes, and then we also have somebody else um the I'm not sure that doesn't have a name but um it goes to the accounts at.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] A accounting accounting, yes, that is our email that's our email address. OK, but for me to log in um to have like uh access, so should I contact um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To the account uh [PII] so she can give me the login or I can have my own in accounting we can have our um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] Yeah, so, um, if you have that accounting information for that, um, for their account, then you can log into that one, or if you need your own account, um, if you will get with Criza and have them send us a request to add you as a contact, then we can um get that process started if you are needing your own account.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I mean, um.
[CUSTOMER][NEGATIVE] Right now the email that I add is accounting. I'm gonna take a the account but they still say that you guys don't, I mean the information is not what you guys have.
[AGENT][NEUTRAL] OK, um, so if you want to, you can try it you might.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Let me see how long because I put the uh the phone number for the office and say the Krisha phone number. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment, let me look it up for the question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I, I, I, I'm trying to do before they bother her because she's super busy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So let's see, let me see if this works. If not, I go for the option that you just tell me to, yeah, it, it don't work. So I have to go to the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have, what is the user name that you're putting in?
[CUSTOMER][NEUTRAL] I don't put any user name. I'm trying to [PII]ear like a new user, so I write the group number, the zip code, phone number for [PII], obviously city Miami Beach, email on record, and then I put the accounting, which is the email that we use, and the state of [PII]. So they give me that option.
[AGENT][NEUTRAL] Oh, OK. Right, right.
[AGENT][NEUTRAL] Right, so, so you won't be able to do a new account because the group already has an account set up, um.
[CUSTOMER][NEUTRAL] Uh, OK, OK, so let me asking her what what email she need to send them, or maybe I'm just asking her what is the log in for me to enter. But no, give me the email that you need to send in case that she say, oh no, I, I don't know, I don't remember, so she can email to you guys and give me the access. OK, what email she she did she sell um.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, yeah, you can ask.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's gonna be
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it's gonna be [PII] and that's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][POSITIVE] [PII]. OK, awesome. Thank you very much for your help. I appreciate it. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Of course, no problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No man, you've been very helpful. Thank you so much.
[AGENT][POSITIVE] OK, you're welcome. Well thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.