AccountId: 011433970860
ContactId: b5024063-3dff-43ab-8ea7-b95ea548ff7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202889 ms
Total Talk Time (AGENT): 64252 ms
Total Talk Time (CUSTOMER): 72557 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/b5024063-3dff-43ab-8ea7-b95ea548ff7b_20250221T23:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Oh hi, this is [PII] calling from EEC Consulting.
[CUSTOMER][NEGATIVE] I'm calling because I was trying to pay the account online and it says that the account is suspended.
[AGENT][NEUTRAL] Do you have a group number?
[CUSTOMER][NEUTRAL] Yes. The group number is 17776.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me pull up this group here. Give me just a second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright thank you so much and then it's for EAC Consulting, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and then what was your first and last name again?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then what was the username that you're attempting to use?
[CUSTOMER][NEUTRAL] Uh, give me one second, please. It's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Well, that's the login, the username.
[CUSTOMER][NEUTRAL] The password, you need the password too?
[AGENT][NEGATIVE] No, no, no. No, no, no.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it doesn't, I'm not certain as to why.
[AGENT][NEGATIVE] For some reason it looks like the username and email under yours is suspended. There are 2 others that are active, but the [PII] one is not.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um, I, I think, I think I know why we have a new HR person and, uh, A Perez was the old HR person, so maybe she updated and she forgot to let me know. I'm the one who makes the payment, so, um.
[CUSTOMER][NEUTRAL] I guess I will reach out to her. If not, can I call back and do the payment uh over the phone with you or?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I mean we can take the payment from a contact listed on the group and that is listed as [PII] or [PII] so right now those are the only two that can make payments over the phone.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] No, that's fine. I just, I just reach out to her. She's, she's, um, sharing the, the login and the password with me. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.