AccountId: 011433970860
ContactId: b20ea25f-b611-405a-a619-dd8ecb4a8132
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404690 ms
Total Talk Time (AGENT): 140083 ms
Total Talk Time (CUSTOMER): 160662 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b20ea25f-b611-405a-a619-dd8ecb4a8132_20250109T19:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from SB Marine Group. I, um.
[CUSTOMER][NEUTRAL] I'm logged on online to the website and um showing the billing information and it's saying we have no open invoices yet we received a letter dated December, maybe this is old [PII] saying we owe 1,57302.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we just wanna double check this.
[CUSTOMER][NEUTRAL] Uh, you know how they just
[CUSTOMER][NEUTRAL] Yeah, I just wanna make sure we're in the clear. I think we are but.
[AGENT][NEUTRAL] Sorry, go ahead.
[CUSTOMER][NEUTRAL] Um, I can give you.
[AGENT][POSITIVE] OK, we just need to verify that that invoice has been paid and you're all good to go.
[CUSTOMER][NEUTRAL] Yeah, this I can give you it has the invoice number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, or I can give you our, our business name again whatever you need to look it up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Before any of that, [PII], I guess I get a call back number from you in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you do you happen to have the group number?
[CUSTOMER][NEUTRAL] Um, good contact info, do do do do do, hold on, let me see if I can find that for you.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I believe
[CUSTOMER][NEUTRAL] If I have it in my.
[CUSTOMER][NEUTRAL] Group number 26637.
[AGENT][NEUTRAL] Sorry, that was 26637.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK thank you and uh [PII], are you the group admin did you say?
[CUSTOMER][NEUTRAL] Uh, yeah, I basically help, um, you know, to make sure what accounts are in good standing and.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] OK alright one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I actually had called in. We were behind on two invoices because when our broker, you know, our insurance broker set us up for APL, I was under the assumption we were on auto pay, so I had to call in and you know, even get access to online I would have assumed they would have brought up this invoice if it was due.
[CUSTOMER][NEUTRAL] I don't see it on the dashboard.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, I don't see you as our contact, [PII]. Let's see.
[AGENT][NEUTRAL] Do you might know who we may have as a contact?
[CUSTOMER][NEUTRAL] Say it again.
[AGENT][NEUTRAL] Uh, I don't see you as a contact for this group, [PII]. Do you happen to know who we have?
[CUSTOMER][NEUTRAL] It's [PII]'s weird.
[AGENT][NEUTRAL] OK, is that still accurate?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes it is. I mean she's the owner of the business I'm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her operations manager.
[AGENT][NEUTRAL] Sure, OK, wanted to make sure that was still good alright and if are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it. OK, thank you for verifying that. Alright, bear with me just a moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, [PII], if you don't mind I'm going to put you on a brief hold and reach out to our billing department just so that they can double check and make sure this is all good to go.
[CUSTOMER][POSITIVE] OK sounds good thank you.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][NEUTRAL] Doing alright thank you um I've got a group admin on the line and she says she thinks that they're paid up to date, but she did find an invoice and she's not sure if it has been paid or not. It was from, uh, [PII]. Um, I don't know if that's, uh, honestly I'm not quite sure how to see that in line. I tried looking in Guru if you wouldn't mind helping me out.
[CUSTOMER][NEUTRAL] Yeah, I can look it up in OSB and then I can talk to her. Um, what's her name and uh the group number?
[AGENT][NEUTRAL] Group number is 26637.
[AGENT][NEUTRAL] And we're speaking with her name is [PII]. She's not the contact but she was able to verify everything she said she just kind of handles the.
[AGENT][NEUTRAL] Payments and such.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see, yeah, they don't have any open invoices, but, um, I can still talk to her though.
[AGENT][NEUTRAL] Um, can I ask really quick, [PII], how you're able to see that?
[CUSTOMER][NEUTRAL] And, uh, OG, uh, do you guys have access to OSC, the online service center?
[AGENT][NEUTRAL] Is that something I'm able to see?
[AGENT][NEUTRAL] Um, I can see about um.
[AGENT][NEUTRAL] The admin page I think uh.
[AGENT][NEUTRAL] I think I could see if there's like user names and such. I never tried looking.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Where is there a CC tab where it says like uh profile administration and billing administration?
[AGENT][NEUTRAL] Oh, I see that.
[CUSTOMER][NEUTRAL] Yeah, billing administration and then type in the group number and that's how you see their stuff.
[AGENT][NEUTRAL] Uh, OK, I don't think it's gonna let me.
[AGENT][NEUTRAL] It's asking me, it's asking for a different sign in OK, never mind. I was just kinda, OK I was just wondering if it's something I could avoid not having to bother y'all, but.
[CUSTOMER][NEUTRAL] Yeah, I might
[CUSTOMER][NEUTRAL] Yeah, it might be something I billing can see.
[AGENT][NEUTRAL] OK, did you wanna talk to her?
[CUSTOMER][NEUTRAL] Oh no, that's fine. Um, give me, yeah, I can, uh, go, go ahead and just explain it to her. Thank you.
[AGENT][POSITIVE] OK, yeah, I appreciate your help thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm.