AccountId: 011433970860
ContactId: bc86e5fb-b906-47fa-b245-3e486de78c51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 705169 ms
Total Talk Time (AGENT): 224975 ms
Total Talk Time (CUSTOMER): 251867 ms
Interruptions: 7
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/bc86e5fb-b906-47fa-b245-3e486de78c51_20250620T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a, um, well, a group contact on the other line. She said she's not on the group, she just um pays the bill, but she usually goes online and the group admin needs to, you know, set everything up, so she just wants to make the payment for the group.
[AGENT][NEUTRAL] OK. Does she know that it's only debit card or credit card?
[CUSTOMER][NEUTRAL] Um, let me double check. Hold on one moment because I didn't say it to her. Hold on one second.
[CUSTOMER][NEUTRAL] OK, hey [PII], yes, it's a debit card or debit or credit card, it's a card.
[AGENT][NEUTRAL] OK. What's the group number?
[CUSTOMER][NEUTRAL] It's 17165.
[AGENT][NEUTRAL] Gulfstream Tropical Aquarium.
[CUSTOMER][NEUTRAL] Yes, for June's bill. I have the invoice number if you need it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 638-981-5.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] Yep, I'm here. Alright, thanks so much for holding I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you very much. You're welcome.
[AGENT][POSITIVE] Hey, [PII], like she said, my name is [PII] and I'll be um happy to take that card payment for you. Let me get it all pulled up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I have a question, [PII], um, I'm trying to sign up because I understand that you have a new website.
[CUSTOMER][NEGATIVE] And I put in all the information, but it's telling me no user was found how is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What information are you using?
[CUSTOMER][NEUTRAL] I'm using the group number, the zip code, our phone number, the city, the email, and the state.
[AGENT][NEUTRAL] What email?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] We don't have that one on file.
[CUSTOMER][NEUTRAL] OK, hold on a second. I have another one sales at [PII].
[AGENT][NEUTRAL] We have a different one.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, hold on, I have another one. Give me a second.
[CUSTOMER][NEUTRAL] Uh, I have a lot of them. Hold on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Nope, OK, so now I have to figure out what email address, right?
[AGENT][NEUTRAL] Yeah, we have um accounting at [PII] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, OK, alright, hold on.
[CUSTOMER][NEGATIVE] Long email address it still said error.
[AGENT][NEUTRAL] Um, let me.
[CUSTOMER][NEUTRAL] I put the group you have the group number. Do you need that?
[AGENT][NEUTRAL] No, ma'am, I have it.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, it's not recognizing it because it's.
[AGENT][NEGATIVE] Too many characters.
[AGENT][NEUTRAL] On that email, yeah, well, it's too many for the line that, um.
[CUSTOMER][NEGATIVE] Oh, accounting at Gulfstream it's too many.
[AGENT][NEUTRAL] That it's on, yeah, um, that, that looks at me, hang on one second. That's an issue.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] What do I do now?
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Here's another one for the [PII].
[AGENT][NEUTRAL] Um, OK, do you have another email address that's not as long or that's, let's say, [PII].
[CUSTOMER][NEUTRAL] How about sale sales at [PII] [PII]?
[AGENT][NEUTRAL] OK, let's see if that works.
[AGENT][NEUTRAL] All right, yeah, that should, let me go ahead and just change that because.
[CUSTOMER][NEGATIVE] The hell did you just do? Is there a reason you walked into the wall? Oh, this is for [PII].
[CUSTOMER][NEUTRAL] This uh
[CUSTOMER][NEUTRAL] 8,181,140.
[CUSTOMER][NEUTRAL] Are
[AGENT][NEUTRAL] All right, so with that being said, let's see if
[AGENT][NEUTRAL] We can get it.
[CUSTOMER][POSITIVE] The second one has more on it. Look right there on the table. They're all right there.
[CUSTOMER][NEUTRAL] Yeah, you see him?
[CUSTOMER][NEUTRAL] We have another invoice that has a whole bunch of them on it.
[AGENT][NEUTRAL] All right. I've
[AGENT][NEUTRAL] I've got it started. So, um, what I'll need, um,
[AGENT][NEUTRAL] Is the verification code that just got emailed to [PII] [PII].
[CUSTOMER][NEUTRAL] OK hold on let me get to my email sales.
[AGENT][NEUTRAL] And then after we get all this done, if you don't mind shooting me an email just so I have something in writing um that I changed it from accounting to sales and I'll give you my email when we get that that far.
[CUSTOMER][NEUTRAL] Uh, not that one.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me, uh, let me get to my inbox.
[CUSTOMER][NEUTRAL] Nothing came in yet.
[CUSTOMER][NEUTRAL] There, no, there it is. Sorry, sorry. OK, 32, thank you, 328-508.
[AGENT][POSITIVE] Bless you.
[AGENT][POSITIVE] All [PII].
[CUSTOMER][NEUTRAL] And what is your email address?
[AGENT][NEUTRAL] It is um [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what am I sending you?
[AGENT][NEUTRAL] Um, just that you, um, you confirmed that I changed the contact email from accounting to sales.
[CUSTOMER][NEUTRAL] Oh what am I saying?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just so I have something in running. No, no, it'll be fine.
[CUSTOMER][NEUTRAL] Got to write the whole thing or just accounting?
[AGENT][NEUTRAL] If anybody ever looks at the account in in our system they'll understand.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, hold on, I just sent it to you.
[AGENT][NEUTRAL] OK, um, perfect, I'll, I'll get that in a second and so I have, um, I have set up your account so you'll use that sales at [PII] email as your um username and I have um the password is um the word [PII]
[CUSTOMER][NEUTRAL] OK, so now where are we?
[CUSTOMER][NEUTRAL] What I'm sorry, what is the password? You broke up. [PII]
[AGENT][NEUTRAL] It's, uh, the the word [PII]
[CUSTOMER][NEUTRAL] Oh, OK. [PII]
[AGENT][NEUTRAL] The
[AGENT][POSITIVE] Uh-huh, the number [PII].
[AGENT][NEUTRAL] And an exclamation mark.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, should I try to get in?
[AGENT][NEUTRAL] And then, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, log in, log in.
[AGENT][NEUTRAL] And it'll send another verification code, but you won't have to, you won't have to, um, do it again.
[CUSTOMER][NEUTRAL] And password is pass.
[CUSTOMER][NEUTRAL] Enter
[CUSTOMER][NEUTRAL] Where's my oh, there's my exclamation sign in.
[CUSTOMER][NEUTRAL] Oh, send verification code, right?
[AGENT][NEUTRAL] Yes, ma'am. You'll have to do to do that one more time. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Oh wait a minute, it said that my email so you did not go through oh because I did oh crap, hold on, hold on a second Ky hold on, let's do it right. [PII] [PII] [PII].
[AGENT][NEUTRAL] Oh, that's not your user name.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] No, no, no, no, but the email I sent you bounced back.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] Uh [PII] [PII] [PII] what is it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let's try it again right I just sent it again.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, now 496-800, let's get that in there 496-800.
[CUSTOMER][NEUTRAL] Verify code continue.
[CUSTOMER][POSITIVE] I'm in, I'm in [PII]. Now I can pay it online myself?
[AGENT][POSITIVE] All right, perfect. And it did, yes, ma'am, and it brought over, um, the bank account routing number that we, that we had.
[CUSTOMER][NEUTRAL] Alright good did you get my email?
[AGENT][NEUTRAL] Already had. Uh, so, yes, ma'am. I just got it.
[CUSTOMER][NEUTRAL] I wanna make
[CUSTOMER][NEUTRAL] Alright, so, so now I can, uh, pay my bill.
[AGENT][POSITIVE] Yes, ma'am, you can.
[CUSTOMER][NEUTRAL] Oh, see, my name is on there. My name is on there, [PII], OK, um, my group is OK like is it.
[AGENT][NEUTRAL] You click on my group and then invoicing yes ma'am.
[CUSTOMER][NEUTRAL] Invoicing, I got it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you [PII] I appreciate your help so much. I'm good now.
[AGENT][POSITIVE] You're welcome. No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, have a great day.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a good day as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye.