AccountId: 011433970860
ContactId: b92905b9-aa3b-41a1-b892-04f77cf4888f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396709 ms
Total Talk Time (AGENT): 180428 ms
Total Talk Time (CUSTOMER): 215607 ms
Interruptions: 7
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b92905b9-aa3b-41a1-b892-04f77cf4888f_20250602T12:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. Good morning.
[AGENT][NEUTRAL] Good morning, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm all right. How are you today?
[AGENT][POSITIVE] I'm good, I'm good.
[CUSTOMER][NEUTRAL] Well, good, so I have the group number that I have the caller on the line for [PII] is 21089.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So I wasn't gonna even get into the fact that he's not listed as a contact.
[CUSTOMER][NEUTRAL] Because we've been talking to him and emailing him and I'm not sure why unless there's something I'm missing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But anyway, the gentleman's name is [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][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.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] However, he can't get into the OSC.
[AGENT][NEGATIVE] I can't get into it either.
[CUSTOMER][NEUTRAL] And he says that he has been.
[CUSTOMER][NEUTRAL] And he says he has been able to.
[CUSTOMER][NEUTRAL] But again I don't know how he's able to get into it. He's not, he's not listed and I don't know, but again.
[AGENT][NEUTRAL] I know that's
[AGENT][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.
[AGENT][NEUTRAL] To see anything.
[AGENT][NEUTRAL] Um
[CUSTOMER][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.
[AGENT][NEUTRAL] Let me try it again.
[AGENT][NEUTRAL] We got that email from
[AGENT][NEUTRAL] Yeah, I know, um.
[AGENT][NEUTRAL] Let me talk to him. Do you have his callback number? because I'm gonna have to end up calling him 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.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][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?
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yes it is and he is also going to be sending an email to the care team because he says that the address 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.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I remember, yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, so I don't.
[AGENT][NEUTRAL] OK. Let me just
[AGENT][POSITIVE] Yeah, I can, that, yeah. OK, well, I'll figure it out. Thank you, [PII]. I appreciate it. I'll be glad to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][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?
[AGENT][POSITIVE] I know. Well, we'll take care of it. Yes, ma'am. Thank you, [PII].
[CUSTOMER][NEUTRAL] Alright, 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] Yeah, yeah.
[CUSTOMER][NEUTRAL] Not with as many times as we've talked to him and then he says he talked to [PII] and there's not even a note about that. Not that I see anyway.
[AGENT][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.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK. All right, girl. Thank you. All right, [PII]. Have a good day. All right. All right. Bye-bye.
[AGENT][POSITIVE] All right. You're welcome. Have a good day, [PII]. Thank you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Hey, this is [PII]. I work in the great billing department. How are you doing this morning?
[CUSTOMER][NEUTRAL] All right, and you?
[AGENT][POSITIVE] I'm doing well, thank you so much for asking. I understand you're trying to get online to make a payment. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, a couple of things, you know, there's that, um, that's the end game. I spoke with [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last week who was very helpful and I set up a payment plan where I agreed to make a payment on one invoice is like $915 or something like that on Saturday online and I had been online Thursday to Friday and got a fine and when I went to do it on Saturday everything's changed and I can't go on anymore.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, we updated, we updated the online services and that's what I was looking at. I'm trying to figure out, we updated over the weekend, so I'm trying to get in it, let, give me just a moment if you don't mind, OK?
[CUSTOMER][NEUTRAL] Yeah, no, go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's giving me an error as well, Mr. [PII]. Let me try it again, and it may be something that we're working on at the moment, um.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] All right, it's not letting me get on. OK, um, what else are you? Is there something else that you need, you need assistance with? Because what I'm gonna have to give you a call back on to see what's going on.
[CUSTOMER][NEGATIVE] Well, I mean that was the first thing because I'm, I, I, I don't want you guys to think that I reneged on the payment agreement and then canceled the, the, um, group.
[CUSTOMER][NEUTRAL] I, I, I, I need to get online to pay that first step.
[AGENT][POSITIVE] Oh, absolutely.
[AGENT][NEUTRAL] Right. No, sir. That, that's not gonna happen. I'm gonna make a note that, um, that you're trying to log on, but I spoke to you this morning that you're trying to make your payment. I need to get with our IT department to see what's going on while we can't get online. Do you mind if I give you a call back at this number, the [PII] and let you know when it's available? Would that be OK?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] It's not [PII] it's [PII].
[AGENT][NEUTRAL] [PII]. I'm sorry. [PII]. That was.
[AGENT][NEUTRAL] My error. I apologize.
[CUSTOMER][NEUTRAL] Yeah, you can call me back that's my cell phone, but I just wanna make sure that the group's not at risk.
[AGENT][NEUTRAL] OK. Sure. Absolutely. And it's, it's not nothing on you and it looks like it's company-wide. I'm not able to get on it either. So, let me get with them to find out what's going on and I'm gonna call you back on your cell and let you know when it's available so you can log on and make the payment, OK?
[CUSTOMER][POSITIVE] Alright thank you very much and this is [PII], right?
[AGENT][POSITIVE] Uh, you're welcome, [PII]. Yes, my name is [PII]. I'll be giving you a call back. Absolutely.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] All right, you're welcome, [PII]. I'll speak with you soon, OK?
[CUSTOMER][POSITIVE] Yep thanks.
[AGENT][POSITIVE] Uh, thank you.
[CUSTOMER][POSITIVE] Thank you.