AccountId: 011433970860
ContactId: b7981987-0988-46a5-bb61-755bb3cc70d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 879919 ms
Total Talk Time (AGENT): 380737 ms
Total Talk Time (CUSTOMER): 281251 ms
Interruptions: 8
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b7981987-0988-46a5-bb61-755bb3cc70d4_20250602T12:02_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing this morning?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] I'm good. I catch you when you walked in the door?
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Yes, sir, kind of, but that's OK. I'm here working.
[CUSTOMER][NEUTRAL] Yeah, OK, um, so.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] I talked to [PII] last week and made some payment arrangements with her and I was to make a payment for one invoice on Saturday uh on the web which I always do.
[CUSTOMER][NEUTRAL] Um, you know, pay on the web and now when I went to do it.
[CUSTOMER][NEGATIVE] When I click on the link I get a totally different login screen and for a user name it's asking me for an email address, which is not what I've used in the past and I so I couldn't get it.
[CUSTOMER][NEUTRAL] So the first thing is, is, uh, I wanna make sure that on your end you guys know that I didn't ignore the agreement that I made. I, I, I just couldn't do it. I did send an email regarding it. I'm looking for the group.
[CUSTOMER][NEUTRAL] Number right now to give to you uh.
[AGENT][NEUTRAL] OK. So are you with the group itself?
[CUSTOMER][NEUTRAL] Yeah, I, I, I'm the employer. I'm the CFO for the employer.
[AGENT][NEUTRAL] OK, and so, and you were trying to make an online you through the online service center but you weren't allowed to log in, is that correct?
[CUSTOMER][NEUTRAL] That's exactly what I was saying, uh, there's one.
[AGENT][NEUTRAL] OK, so there are, yes, sir. I do know that there have been some changes that they are in the process of making, yes, in the online service center and emails were sent out um regarding those changes. Now, I did not realize that that was uh actually in effect yet, to be honest with you, um.
[CUSTOMER][NEUTRAL] There's some changes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So yes, sir.
[CUSTOMER][NEUTRAL] It wasn't in effect last Thursday or Friday I went in and Saturday it was.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I couldn't go on and make the payment. The group number is 21089.
[AGENT][NEUTRAL] OK, so thank you. Give me just a moment to get the group's information pulled up and then I will um need to verify several things obviously with you first for security, so just one moment please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And you said the group number is 21089, is that correct?
[CUSTOMER][POSITIVE] Yes correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so first off, if you could please verify the group's name and address.
[CUSTOMER][POSITIVE] Um, it's either top of the line management or flash forward development. I think it's top of the line management.
[AGENT][NEUTRAL] OK, thank you. And then the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and go ahead and I did not get your name initially. I know you said you were the CFO, but what is your name?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], what is a good callback number in case we were to get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then uh who would we have as the primary contact for the group?
[CUSTOMER][NEUTRAL] Well, I should be a contact. You could also have [PII], [PII], or [PII].
[AGENT][NEUTRAL] OK. So what is the email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the primary number that we would have for the group.
[CUSTOMER][NEUTRAL] Oh, hold on a minute.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Put you on speaker.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, sir, that's not what we show.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] We just moved offices, is it a [PII] number?
[AGENT][NEUTRAL] The area code is 954, yes, sir. And part of the number does have some 7 and 5s.
[CUSTOMER][NEUTRAL] It it does it start with that or well it's.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You know, we just moved out of an office and uh.
[CUSTOMER][NEUTRAL] I had that number
[CUSTOMER][NEUTRAL] Tape somewhere and we never used it anyway. I, I don't exactly know it. Is there any way uh we can get past that question?
[AGENT][NEUTRAL] No, sir. What is the phone number that we would have had, what we would have for [PII]?
[CUSTOMER][NEUTRAL] Uh, I think that's the one I just gave you, uh, [PII].
[AGENT][NEUTRAL] Yes. No, sir, that's not the other one. What was the other one that you were gonna give me with the [PII], but had 75?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Something in it.
[CUSTOMER][NEUTRAL] Well, that was the one that I'm telling you I can't remember because we just moved out of that office two weeks ago hold on a second.
[CUSTOMER][NEUTRAL] Let me see if I can find it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I can't believe this.
[AGENT][NEUTRAL] I'm so sorry, but, but there's just certain things for security purposes that we have to be able to verify.
[CUSTOMER][NEUTRAL] Yeah, I, I, I get it, but it's just.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And [PII] just for documentation purposes, what is the correct spelling of your last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] [PII] OK, thank you.
[CUSTOMER][NEUTRAL] Oh here it is [PII].
[AGENT][NEUTRAL] OK, thank you very much. Now if any of that information needs to be updated we would have to receive an email, [PII], so that we can get that updated and I would be happy to give you the email address as well that that would need to be sent to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If that's not the primary number that needs to be on file.
[AGENT][NEUTRAL] And the email that that would be that request would be sent to would be [PII].
[AGENT][NEUTRAL] And is the [PII] still the address?
[AGENT][NEUTRAL] For the group
[CUSTOMER][NEGATIVE] Uh, yeah, hold on a minute. I don't write this mess and [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, and that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Address I'm gonna have to update that too so like I said that's the office we moved.
[AGENT][NEUTRAL] OK, yes, sir. Well.
[AGENT][NEUTRAL] So yes sir if you will just um include in the email anything that needs to be updated now because you did speak to someone in group billing last week regarding the payment and all of that I'm going to connect you with one of those team members and I will give them the group number you're not gonna have to re verify anything and I will let them know why you're calling.
[CUSTOMER][NEUTRAL] OK, because really I, I gotta get access online again.
[AGENT][POSITIVE] Sure. I understand. And they will be able to assist you with that. Um, so if you will give me one moment, I'll be glad to connect you. Is there anything else though that I can help you with first?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, OK, well then thank you for calling um APL today [PII], and I hope that you have a wonderful day.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. Good morning.
[CUSTOMER][NEUTRAL] Good morning, [PII]. How are you?
[AGENT][POSITIVE] I'm all right. How are you today?
[CUSTOMER][POSITIVE] I'm good. I'm good.
[AGENT][NEUTRAL] Well, good. So I have the group number that I have the caller on the line for [PII] is 21089.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Now the person that's calling has called a bunch of times and we've talked to him a lot. Several people in billing have talked to him. He's not listed as a contact for the for the group, but he says he's the CFO.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] So I wasn't gonna even get into the fact that he's not listed as a contact.
[AGENT][NEUTRAL] Cause we've been talking to him and emailing him and I'm not sure why, unless there's something I'm missing. But anyway, the gentleman's name is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he had said that he had spoken with [PII], which I don't even see a note about, uh, last week regarding making a payment over the weekend, setting up payment arrangements and making a payment online.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] However, he can't get into the OSC.
[AGENT][NEUTRAL] And he says that he has been, and he says he has been able to.
[CUSTOMER][NEGATIVE] I can't get into it either.
[AGENT][NEGATIVE] But again, I don't know how he's able to get into it. He's not.
[AGENT][NEUTRAL] He's not listed in there.
[CUSTOMER][NEUTRAL] I know that's
[AGENT][NEUTRAL] I don't know, but again,
[CUSTOMER][NEGATIVE] Well, they said that they launched the new ASC and I've been trying to get into it and I can't even get into it.
[CUSTOMER][NEUTRAL] To see anything.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So anyway, he's trying to make sure that, you know, but I mean, I don't know how he would get in anyway.
[CUSTOMER][NEUTRAL] Let me try it again.
[CUSTOMER][NEUTRAL] We got that email.
[CUSTOMER][NEUTRAL] Yeah, I know. Um.
[CUSTOMER][NEUTRAL] Let me talk to him. Do you have a callback number? because I'm gonna have to end up calling back. I know because I can't even get into it, but yeah, I'll talk to him for sure and let him know. Yeah, let me get that from you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, just call that number but he, he gave me. [PII] is different than what, uh, well, actually what you see up on the screen. Can you see that number?
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes, it is, and he is also going to be sending an email to the care team because he says that the address is on file for the group they've recently moved so it's gonna be a phone number and an address update but again I didn't tell him that he's not listed since we've been talking for these notes I mean.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I remember, yeah.
[AGENT][NEUTRAL] Uh, so I don't.
[CUSTOMER][NEUTRAL] OK, let me just
[CUSTOMER][POSITIVE] Yeah, I can that's, yeah. OK, well, I'll figure it out. Thank you, [PII]. I appreciate it. I'll be glad to help you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I'm sorry, this is gonna be the first call of the day, but anyway, it is what it is. So, OK, girl, well, are you ready to speak to him?
[CUSTOMER][POSITIVE] I know, well, we'll take care of it. Yes, ma'am. Thank you, [PII].
[AGENT][NEUTRAL] All right, thank you. So if he needs to be added, can you tell him that too? Because like I said, I, I just, uh, uh, I wasn't gonna do that.
[AGENT][NEUTRAL] Not with as many times as we've talked to him. And then he says he talked to Bree and there's not even a note about that. Not that I see anyway.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] No, there's not a note. I'm looking at it. No, you're right. I don't see it either. You're exactly right. OK, yeah, I'll talk to you.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] OK. All right, girl. Thank you. All right, [PII]. Have a good day. All right. All right. Bye-bye.
[CUSTOMER][POSITIVE] All right. You're welcome. Have a good day, [PII]. Thank you.