AccountId: 011433970860
ContactId: 887c5e73-27ba-4dea-85ce-5e2128ece3da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375700 ms
Total Talk Time (AGENT): 89598 ms
Total Talk Time (CUSTOMER): 167526 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/887c5e73-27ba-4dea-85ce-5e2128ece3da_20250114T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], my name is [PII], and I'm the benefits administrator for a few of your companies that we have our, we have 4 companies and I have 3 of them set up online, but I really just added a new division which is JHE and I don't have a way to go online and to print out my bills and to audit it so I'm hoping that somebody can help me get my other company set up online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On the online service center?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] As I said, I got 3 user names and passwords now, but I got another vehicle with the JAG equipment and supply on it, and I misplaced my bills, so I was trying to get in there and reprint it.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Uh, let's see, I should have thought it was going that. I think the main number is 26079.
[AGENT][NEUTRAL] 607.
[CUSTOMER][NEUTRAL] 078-079 080078 is our construction 26078.
[AGENT][NEUTRAL] 26078. OK.
[CUSTOMER][NEUTRAL] The master number is 26079. I'm sorry, I'm being wishy-washy.
[AGENT][NEUTRAL] It's 26079.
[CUSTOMER][NEUTRAL] OK, and so you probably JAG.
[AGENT][NEUTRAL] Which one is it? Is it 26 or 7?
[AGENT][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] 26079 is the master and then.
[CUSTOMER][NEUTRAL] Or is what it says the master number is.
[CUSTOMER][NEUTRAL] 26079 group number is 26078.
[AGENT][NEGATIVE] Gotcha, gotcha.
[AGENT][NEUTRAL] Is that Seler Construction did you say?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, and I'm speaking with [PII]. What's your email address, [PII]?
[CUSTOMER][NEUTRAL] So you should
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your um the billing address or the mailing address for this location?
[CUSTOMER][NEUTRAL] Um, the mailing address is [PII] Coin or the physical address is [PII].
[AGENT][NEUTRAL] And the city, the state and zip code?
[CUSTOMER][NEUTRAL] Uh, if it's the physical address, it would be [PII] and if it's the, OK, that's it.
[AGENT][NEUTRAL] It's the physical. It's the physical. OK. And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you got it. OK, and so we're trying to get this group set up.
[CUSTOMER][NEUTRAL] Get JHE. I've already got the other three companies online, so I just need to either get you to email me a copy of the JHU bill that's doing it in now or help me get set up.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Let me locate the bill.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And which are you needing the January invoice or the December?
[CUSTOMER][NEUTRAL] December.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's so kind of you if you're emailing that to me.
[AGENT][NEUTRAL] I can email that to the address that you verified.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And so I'm sending it to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why
[AGENT][NEUTRAL] Alright, I just emailed that over to you.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Let's see, ain't coming yet, but I'm sure it will here in a minute.
[AGENT][NEUTRAL] Yeah, coming from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you got [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry everybody is noisy around here.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Well office full of women. It looks like it might be buffer. Maybe I'm getting a new email in.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] But anyway, if I don't get it I'll holler back at you. I'm pretty sure it'll come through it hadn't come through yet, but um.
[AGENT][NEUTRAL] OK. OK. Usually don't take that long.
[CUSTOMER][NEUTRAL] I'm sure it will
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh well.
[AGENT][NEUTRAL] Yeah, I sent it to [PII]. It's coming from [PII].
[CUSTOMER][NEUTRAL] OK, alright, well that is my email address. I'm not sure why I'm not getting it, but if I don't, if it don't come through here, I'll call back, OK?
[AGENT][NEUTRAL] OK. All righty. Anything else I can assist with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] a million dollars and a sugar candy.
[AGENT][POSITIVE] OK, I got that for you. No.
[CUSTOMER][POSITIVE] All right, I want it. I'm expecting it.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][NEUTRAL] Bye-bye.