AccountId: 011433970860
ContactId: b79f1280-5aaa-437f-a4e7-c877f2e48dda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347130 ms
Total Talk Time (AGENT): 165678 ms
Total Talk Time (CUSTOMER): 130823 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/b79f1280-5aaa-437f-a4e7-c877f2e48dda_20250423T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling because it seems like we're missing an invoice uh from March.
[CUSTOMER][NEUTRAL] I'm wondering if that's something you can help me track down.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, when you say that it's missing, are you looking on the portal or you just can't find it?
[CUSTOMER][NEUTRAL] Uh, so I actually, yeah, I don't have access to the portal. If, if you would give me access to the portal, that'd be great.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, are you the admin for the group one?
[CUSTOMER][NEUTRAL] I'm not, I, I'm, I work in accounts payable.
[AGENT][NEUTRAL] OK, do you have that group number?
[CUSTOMER][NEUTRAL] Uh, might be 26696.
[AGENT][NEUTRAL] OK and then um if you don't mind really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure thing 305.
[CUSTOMER][NEUTRAL] 219
[CUSTOMER][NEUTRAL] 4299.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was the name for the group?
[CUSTOMER][NEUTRAL] Uh, I am the Management LLC.
[AGENT][NEUTRAL] OK, thank you for verifying that. Do you know who we might have as the contact or the group admin?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh, no, that's not who we have.
[CUSTOMER][NEUTRAL] Oh, interesting.
[AGENT][NEUTRAL] Are you able to verify the address for the business? Oh yes, it is, uh, [PII], is that still accurate?
[CUSTOMER][NEUTRAL] Uh, perhaps [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] Yeah yeah that's our HR person.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Are you able to verify the address for the business one?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[AGENT][NEUTRAL] Got you. OK, I sure appreciate you verifying. Thank you. I appreciate you verifying that information. OK, so you're just kind of looking through everything and you're just not finding the March invoice, is that correct?
[CUSTOMER][NEUTRAL] 3313.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Uh, yes, because to my knowledge it seems like we're getting those invoices mailed to us.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Like physical mail and I'm wondering if we can add at least uh.
[CUSTOMER][NEUTRAL] The invoices uh to like a our our.
[CUSTOMER][NEUTRAL] Invoice email so that we can get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sooner so we can pay it sooner, so.
[AGENT][POSITIVE] Sure, no worries, yeah, we can take a look at that.
[CUSTOMER][POSITIVE] You don't have to worry about any outstanding.
[AGENT][NEUTRAL] Of course, um, if you don't mind, uh, one, I'm going to put you on a brief hold and reach out to our billing department regarding this. I'll get right back with you, OK?
[CUSTOMER][POSITIVE] Sure, thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] over on the care team. How's it going?
[CUSTOMER][POSITIVE] It's going well. How about yourself?
[AGENT][POSITIVE] Doing good, almost done.
[AGENT][NEUTRAL] Alright, I've got um a group admin on the line um he's actually not an admin he's not listed as the contact he said he's with their um accounts payable so I'm not sure what we might be able to help him with, but he said that he was looking through and was unable to find their March invoice so I'm not quite sure how to help him with this.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's that group number?
[AGENT][NEUTRAL] It is 26696.
[CUSTOMER][NEUTRAL] Did you catch his name? Oh, they're not signed up. Take him and I was hoping he was on the online service center.
[AGENT][NEUTRAL] No, uh, his name is [PII], um, but yeah, he was able to verify everything.
[CUSTOMER][NEUTRAL] Yeah, but we can't discuss anything with them without being on there.
[AGENT][NEUTRAL] I didn't think so. I looked in the GRMAI screen and I see a couple that look like they haven't been paid, but again I'm not sure what, if anything, I can tell him.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 26616, yeah, no, he's gonna have to have either [PII] or
[CUSTOMER][NEUTRAL] Um, the, uh, agents to you and, uh, send us an email adding him as a contact name or they can set up the online service center with him on there, but we can't, we can't talk to him unfortunately.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I didn't think so. I just wanted to make sure I appreciate it. I think if I'm.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Understanding this right, we they don't necessarily have to be a contact if they're just simply making a payment, is that right?
[CUSTOMER][NEUTRAL] I mean I could take a payment all day I just wouldn't be able to tell them anything about the invoice, you know, they would have to give me an amount and you know.
[AGENT][POSITIVE] That's what I, OK, right, that's what I was thinking so that's when it's, I was confused. All right, well I'll let him know I appreciate your help.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, no problem, hope you have a great night.
[AGENT][POSITIVE] All right thanks you too bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.
[AGENT][POSITIVE] Alrighty one, I'm so sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I did just get some clarification. Unfortunately we're not going to be able to help you out over the phone with this at this time as we don't see you listed as a contact so what I would do if you're able to uh reach out to either [PII] or the agent, um, have them send us an email uh so that they can add you as a contact and well that way we'll be able to discuss this with you.
[CUSTOMER][NEUTRAL] I'm still
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that, that makes sense. It is sensitive information. Alrighty, thank you so much.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yeah, so I could do for you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too love.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mm