AccountId: 011433970860
ContactId: bed082ff-df9b-4386-bf93-040c3b4fd531
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506700 ms
Total Talk Time (AGENT): 274641 ms
Total Talk Time (CUSTOMER): 218813 ms
Interruptions: 8
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/bed082ff-df9b-4386-bf93-040c3b4fd531_20250603T12:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Temple Beallo. Our group number is 17328.
[AGENT][NEUTRAL] OK, I'm sorry, [PII], what was your last name?
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][POSITIVE] OK, thank you. And a good callback number for you please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you. Alright, so give me a moment please, [PII] to get your group's information pulled up and in the meantime you can go ahead and um you can tell me how can I help you today?
[CUSTOMER][NEUTRAL] OK, [PII], I have I present a problem with getting my um the statement for the temple to make the payment and I'm trying but I, I can't do it. I don't know why.
[AGENT][NEUTRAL] OK, so you're trying to sign into the uh set up your profile in the portal, but it's you're not able to?
[CUSTOMER][NEGATIVE] No, it's not. I don't know always I get it. I don't know uh why uh this month I can't get it. I'm trying right now and I, I know nothing in in my system.
[AGENT][NEUTRAL] OK, so were you able, OK, so first off, let's verify the group's information, [PII] for security. So if you could verify the group name and address, please.
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Uh, and your email address, please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, my email is [PII] the end.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And then the phone number that we have on file is the same phone number that you gave me, but now [PII], what did you say your extension was?
[CUSTOMER][NEUTRAL] It's uh [PII]. Maybe you have the information uh from my, my boss, that is [PII].
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] But I, I'm working with the, with the APO statement all the time. He's not it's, it's my responsibility because I have in um in account payable department.
[AGENT][NEUTRAL] Oh, yes, ma'am. OK, so we have.
[AGENT][NEUTRAL] OK, and what is his extension?
[CUSTOMER][NEUTRAL] The extension from [PII]?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 00, for me for [PII] is [PII].
[AGENT][NEGATIVE] Well, no.
[AGENT][NEUTRAL] OK, so it looks like maybe there's just a, a, a typo in this in the um extension number because what we have is not either it's not the 245 or the one you just gave me. So first off, I'm going to give you an email address, [PII], so that you can send in an email requesting that the extension on file be updated.
[AGENT][NEUTRAL] The 245.
[CUSTOMER][NEUTRAL] Because in the temple have a lot of extension.
[AGENT][NEUTRAL] Mhm. So we have your name, but we have your name and your email and that phone number you gave me. It's just that the extension would not, is not for you.
[CUSTOMER][NEUTRAL] I don't know. OK.
[CUSTOMER][NEUTRAL] But you don't have the 222?
[AGENT][NEUTRAL] No, we don't.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, it's, it's [PII]'s, uh, extension. Let me, let me see if [PII], hold on one second, let me see, is 307.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes ma'am. No, ma'am. That's not.
[AGENT][NEUTRAL] Mm mm, no, ma'am. Yes, ma'am. No, it is not that.
[CUSTOMER][NEUTRAL] Just in case.
[CUSTOMER][NEUTRAL] Mm, I don't know. OK, send me the information to to send it.
[AGENT][NEUTRAL] OK, so the email, yes, ma'am, the email that you would send that.
[AGENT][NEUTRAL] So we show it as 2:31.
[CUSTOMER][NEUTRAL] 2:31.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's too uh.
[AGENT][NEUTRAL] So I'm not sure if that's just a typographical error, but in order for us to get it.
[CUSTOMER][NEUTRAL] 2:31.
[CUSTOMER][NEUTRAL] OK, OK, yeah, 2231 is [PII], [PII], yes, is the director.
[CUSTOMER][NEGATIVE] But it's not handled with the statement.
[CUSTOMER][NEUTRAL] He's a director. If you, if you, if you want it, you can send uh the, the email to to him and he let me know um because I.
[AGENT][NEUTRAL] OK, so if you want to, yes, ma'am.
[AGENT][NEUTRAL] Well, actually, yes, ma'am. Right. So we'll just leave it. I was just stating since your information is what's on file, the email would need to come from you to update it. So if you want to leave it, and I'll just put your extension in the notes from our call today that your extension is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 245.
[CUSTOMER][NEUTRAL] Are you sending the email to [PII] or to me?
[AGENT][NEUTRAL] I'm not sending the email. You would have to email APL requesting that we update.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] The contact extension to yours if you would like it changed.
[CUSTOMER][NEUTRAL] OK, but I, I can, I can enter in the.
[CUSTOMER][NEGATIVE] Uh, in the APL system this is why I can't do it.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] If it will allow you to change that in there, there have been some updates to the portal, um, [PII], so if that is now something that you can do, yes, ma'am, you could do that in there. But if you can't, you would just need to send an email to [PII] if you all want it updated to your extension.
[CUSTOMER][NEUTRAL] Can you, can you wait to like to know [PII] and he uh spoke with you?
[AGENT][NEUTRAL] Either way, if he wants it, yes, ma'am. Um, no, all I'm just trying to give you some information that is that extension needed to be changed, what would need to be done?
[CUSTOMER][NEUTRAL] Because I
[CUSTOMER][NEGATIVE] But I, I'm, I'm not handling with the with the system and I can't do it.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] OK, well then that's up to you, yes ma'am, then that's up to you now as far as your invoice [PII], the reason that you cannot see it currently is this because the group's renewal has not fully been complete yet.
[CUSTOMER][NEUTRAL] This is why
[AGENT][NEUTRAL] And so that's why you can't see the invoice it's not available yet just as soon as the renewal is complete, mhm so just as soon as it is completed, uh, then the invoice should be viewable to you.
[CUSTOMER][NEUTRAL] Oh, OK, oh, OK, uh, it's not available, OK.
[CUSTOMER][NEUTRAL] OK, do you know, uh, [PII]ow he's expecting to, to send the invoices or.
[AGENT][NEUTRAL] Uh, do I know when the renewal is going to be complete?
[AGENT][NEUTRAL] Is that what you're asking?
[CUSTOMER][NEUTRAL] Yeah, I, I know that it's a new one it's a new one, because we start uh with the new, new one APL on [PII]. This is why maybe it's not available.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] But it's OK, thank you.
[AGENT][NEUTRAL] Well, yes, ma'am, and like I said, just as soon as the full um renewal process is complete, that invoice will be.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Released and you should have access to it at that point. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a great day, blessed, OK?
[AGENT][POSITIVE] Oh, you, I hope, yes, ma'am, blessing to you too, and thank you again and [PII] for calling APL. I hope that you have a wonderful day if that's all I can help you with at the moment.
[CUSTOMER][POSITIVE] Thank you have a great day bye bye.
[AGENT][POSITIVE] Yes ma'am. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye.