AccountId: 011433970860
ContactId: bcd0c4b4-7815-4f8c-89bd-e50e325af22a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331619 ms
Total Talk Time (AGENT): 201441 ms
Total Talk Time (CUSTOMER): 120916 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/bcd0c4b4-7815-4f8c-89bd-e50e325af22a_20250205T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and Broker Resources. How are you?
[AGENT][POSITIVE] Hi, I'm doing good how are you?
[CUSTOMER][POSITIVE] Pretty good. I've got a broker online and she is inquiring about helping um having her group set up their account online so that they can pay their bill. Can you speak with her and provide her um with the details and instructions on getting that set up and helping the group make the payment? Perfect, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, I came in.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] I don't have it. She and so she's gonna have to give it to you, but uh she uh she'll, she has all of that information, so I'm gonna uh join her in. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's her name?
[CUSTOMER][NEUTRAL] I don't have her name either it's like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry about it it's been a weird call so hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Oh, good morning, [PII]. I needed help with one of my clients to get access to the APO portal so they can make the payments online.
[AGENT][NEUTRAL] Hey.
[AGENT][POSITIVE] OK, yes, I can definitely help you with that. um, can you provide me with your group number?
[CUSTOMER][NEUTRAL] The group number is, oh wait, let me get it. I just lost it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The group number is 26773.
[AGENT][NEUTRAL] OK, thank you and what's your name ma'am?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], let me see, and this is for Mr. Glass doors and Windows Manufacturing.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] So we just need to um make sure that they have an account online they wanna pay those um those invoices online.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, yeah, um, so let me see, I have some instructions on setting that account up. Um, I'm not sure how you wanna do that. Um, do you want me to send them over to you or do you want me to send them over? We have [PII] as the group contact. I can send them over to [PII], um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Or if they need help and they wanna talk over the phone then um you know they can give us a call or I can call I can reach out to somebody with the group um but they would just need to visit our website um and go through the steps to select um you know new group set up and um enter their group information so that they can create a user name and password.
[CUSTOMER][NEUTRAL] OK, and what happens if it wouldn't be denied if it's someone else who's doing the payment?
[AGENT][NEUTRAL] Um, so we have [PII], we have her email address, so if it needs to be somebody else, then we just need some sort of request letting us know who that should be so that we can update that, um, because that email would have to match whatever they put in on that while they're creating the account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can the email from you? or does it have to be from [PII] directly?
[AGENT][NEUTRAL] It can come from you, anyone from the the agent's office that would be fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so the information that would have to match, yeah, I'll give you the email um let me just give you the information that would have to match what we have so it's gonna be the group number.
[CUSTOMER][NEUTRAL] OK. Can I have?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, the address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email address?
[AGENT][NEUTRAL] And the phone number, so all of that will have to match what we have for the group, right? All of that would have to match. So if any of that needs to be updated if it shouldn't be [PII] or anything, if we could just get someone to send over, you know, who that should be so that we can update our records and then that way it'll match what they put in um so let me give you that email address in case anything changes and and we need to update that so it's gonna go to care team and that's CARE.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The phone number for the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got it. Perfect. Thank you so much. Um, this person can get as a secondary, correct?
[AGENT][NEUTRAL] OK, no problem. Do you want me?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] They can be added as a, as a secondary.
[AGENT][NEUTRAL] Yes, so whoever the main you know group contact should be, they can set up the account and they can also create additional users um to have separate accounts um do you need me to send you those instructions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh please.
[AGENT][NEUTRAL] OK, yes ma'am, what is your email address?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I got it. I will get that sent over as soon as we get off the phone, and if you want to, um, you, you can either send any changes to that care team email address that I, um, that I gave you, or if you need to, if you wanna just respond back to my email, um, then I can take care of it as well, um, and make sure to get any information. OK, that's fine, that's fine, um, no problem, Miss [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, I'm sending them in now.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] That's it. Thank you so much for your help.
[AGENT][POSITIVE] OK, of course, well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alright. You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.