AccountId: 011433970860
ContactId: a4de66fe-9cae-4866-ba64-c9453d82f0e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406200 ms
Total Talk Time (AGENT): 105667 ms
Total Talk Time (CUSTOMER): 172958 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/a4de66fe-9cae-4866-ba64-c9453d82f0e7_20250508T20:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], this is, uh, [PII] from the land construction.
[CUSTOMER][NEUTRAL] And I wanted to ask you, can I pay online or can I pay by phone?
[AGENT][NEUTRAL] Uh, you can pay by phone. Um, we don't have the, uh, you can't pay online, but you can pay by phone. Um, do you have your group number?
[CUSTOMER][NEUTRAL] Uh, no, let me, let me go into the account and get that information. Can I put you on hold for one moment?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, um, the, uh, uh, Ellie in accounts payable is on the phone right now, but let me give you the group number so at least you have it 21649.
[AGENT][NEUTRAL] OK, I did give you the incorrect information. You can pay online. Have you created an online account with us?
[CUSTOMER][NEUTRAL] Yes, I, I do have an account with you guys, uh, and I, I'm able to see the invoices. I'm able to make changes to the plan, add the lead employees and all that, but I don't, I don't see anywhere where I could pay.
[AGENT][NEUTRAL] OK, um, let's see.
[CUSTOMER][NEUTRAL] Because I'm able to download invoices and like I said I I can make changes by adding you know uh new employees or removing, you know, when they leave I I could do all that but I don't see anywhere where I could pay.
[AGENT][NEUTRAL] Um, if you go to my account at the top.
[AGENT][NEUTRAL] And click on that, is there a payment account?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, it says payment account and there is a payment account but then you say it is either edit or delete, you can edit it or delete it, but it doesn't, it doesn't let me do anything else with that.
[AGENT][NEUTRAL] OK, that's for the, OK, let me see.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] OK, let me get you to our group billing department and um let me verify your group real quick. Hold on one moment, sorry about that.
[CUSTOMER][NEUTRAL] Yeah, no, no, it's fine. And I also wanted to ask you because I know that the um agent, our agent called um that he said that we have until the [PII], which is tomorrow, to make a payment on the account. I, I.
[CUSTOMER][NEUTRAL] I don't know what happened uh if the payment got lost, but it, it said that it's uh March and April is still due, so I was talking to [PII] and, and then you you you wanted to make the payment. She's on the phone right now, but my question was also if we make the payment tomorrow, will that be super late? Does it have to be today or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm not sure. I, I can get you to our group billing though and they can assist, but can you verify the address for your group?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and then [PII], can you verify your email address?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you so much and then you have a good callback number in case we are disconnected?
[CUSTOMER][POSITIVE] Well thank you.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, OK, and then let me get you to our billing department and then they can get with your accounting person and get this squared away, OK? So if you can hold on one moment, I'll get you transferred over. Thank you.
[CUSTOMER][POSITIVE] Sure. Sure. Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the care team, and I've got [PII] with a group on the line. She's the group contact, uh, wanting to pay her invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, what's the group number? Do you have that?
[AGENT][NEUTRAL] The group number is 21649.
[AGENT][POSITIVE] I'm sorry, I did not get the invoice number. I'm so sorry about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK. No, I can get that 221649. OK.
[AGENT][NEUTRAL] Yeah, I'm talking to [PII] and
[CUSTOMER][NEUTRAL] You doing OK today?
[AGENT][NEUTRAL] She said I, and I was trying to help her. I, we were looking on the online portal to pay her payment, but she said she clicks on the payment account and there's nowhere to pay, but maybe I'm not looking, telling her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I, no, you're, no, somebody else says I need to address that, I think because I have another group say that today, so I need to find out what's going on. So, uh, but I'll be glad to help her. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna introduce you and then I'll release the call, OK?
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], I've got [PII] on the line and she's gonna assist you with paying your invoice, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing this