AccountId: 011433970860
ContactId: aa321a56-1023-494c-b18e-cd9551d1edb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367160 ms
Total Talk Time (AGENT): 125346 ms
Total Talk Time (CUSTOMER): 200927 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/aa321a56-1023-494c-b18e-cd9551d1edb7_20250303T16:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII] and I'm calling on behalf of uh HR Management Consultant Inc.
[CUSTOMER][NEGATIVE] Uh, we have a policy with you, and last month, I called in and I set up the, the, well I thought I set up the payment, the, the monthly payment, and now I cannot go in, it's telling me that I don't have authorization. So could you please check it out, um.
[CUSTOMER][NEUTRAL] And see, because the lady I spoke with, he, yeah.
[AGENT][POSITIVE] Yes, yes, I can, I can look.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK. Is, is, uh, my room number is [PII].
[AGENT][NEUTRAL] OK, let me look up your group real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Have to update to $500.
[CUSTOMER][NEUTRAL] I don't know. Hello?
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] I'm listening. I'm looking up your group right now.
[CUSTOMER][NEUTRAL] 00, I'm sorry. I'm sorry. OK. I'm sorry.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And then what is your name again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, let me um check real quick.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, Ms. [PII], I am not showing that you are the contact person on the group.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, what do I have to do? Because last month, last month, we, I don't know if you see there that I made a payment uh for the 3 months that we own.
[CUSTOMER][NEGATIVE] That I didn't get a bill, so I need to solve this. How, what, what do I have to do in order for me to go in there and pay because uh I'm the one who pays the bills.
[AGENT][NEUTRAL] OK, so, um, you'll need to uh get the group contact information, um, from your employer and they'll have to add you onto the group as a contact person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yeah, he, he just, last time he spoke with somebody on the phone, he said approved and the lady was supposed to put it in there. Does he has to do it in writing, or he can give you the approval right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, it'll have to be done in writing um let me give you the um email address to send that to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Hold on, hold on, because you bro, hold on, you broke up, hold on. What is the first letters?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEGATIVE] CARE.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the word.
[CUSTOMER][NEUTRAL] Like [PII]?
[AGENT][NEUTRAL] Yes, [PII], yes.
[CUSTOMER][NEUTRAL] Uh-huh, OK.
[AGENT][NEUTRAL] And then the word, then the word [PII]
[CUSTOMER][NEUTRAL] No um
[CUSTOMER][NEGATIVE] Hold on, hold on, please, because you're breaking up. I don't know why.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Let me see if I can, OK, it's [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII]?
[AGENT][NEUTRAL] [PII] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And what else?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The [PII]
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII],
[AGENT][POSITIVE] [PII],
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], [PII], correct?
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] Oh [PII]. OK, [PII].
[AGENT][POSITIVE] Yes, you got it.
[CUSTOMER][NEUTRAL] And then he has to write the email with his signature, right?
[CUSTOMER][NEUTRAL] Requesting that add me as a, as a
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Administrator, OK.
[AGENT][NEUTRAL] Or he can go into the online service center and add you if you guys are set up on the online service center he can add you in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then how do I set up mine, because I think we did that and I tried to go in now and it doesn't recognize me. So, uh, that's why I was calling somebody to see if somebody can do it, uh, for me because uh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well, the, um,
[CUSTOMER][NEUTRAL] OK, I will ask him.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The contact person will need to do that.
[CUSTOMER][POSITIVE] OK. OK. OK, thank you very much. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You're, you're very welcome, Ms. [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.