AccountId: 011433970860
ContactId: bf8d6145-3662-49e6-abcc-bb742b5fc518
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272359 ms
Total Talk Time (AGENT): 138209 ms
Total Talk Time (CUSTOMER): 126332 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/bf8d6145-3662-49e6-abcc-bb742b5fc518_20250604T16:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good afternoon, [PII].
[AGENT][NEUTRAL] Hi [PII], what's going on?
[CUSTOMER][NEUTRAL] All right, just a quick question. I got an email from one of our accounts called Chem Index, C H E [PII] X, and I think they owe a little money and she sent me this little these couple sentences and I wanted to get your advice. It says [PII], um, let's see, I tried logging into APL to pay our June invoice, but it is flagged, flagged me that my ID.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Of my email address isn't on file and not recognized. I have previously logged into the site when prompted and had no problem, but I guess they also updated their site like everyone else. I tried to register and after entering my email address and account number and information.
[CUSTOMER][NEGATIVE] It prompted me to call the care team, which I did only to wait for a representative to answer. Needless to say, the waiting time was way too long as other calls were coming in. Therefore, I had no success. I will try again later and email billing. I think it says billing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] and and and inquire why um do I have any suggestions? So is there anything we can do to help her out if I gave you guys her number can you call her or anything?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I'm, uh, not at this time we updated our OSC, so she is going to have to go ahead and, uh, re-log in. So let me, um, let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At the group. Do you have the group number offhand?
[CUSTOMER][NEUTRAL] No, I'm actually on the road today, um, so.
[AGENT][NEUTRAL] OK, OK, let me look it up. Hold on.
[CUSTOMER][NEUTRAL] I'm just in a parking lot.
[AGENT][NEUTRAL] Sure, let me look it up.
[CUSTOMER][NEUTRAL] I think you have it as chem index. If not, they also have a DBA which is called scientific supply.
[AGENT][NEUTRAL] Right, I've got it as Kim index. So who, who did you actually speak to? Did you speak to [PII] or she's the group contact?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Yeah, [PII], uh huh.
[AGENT][NEUTRAL] She's in here, um.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] If she's what she has to do is has to match the information like when she is setting up the group she has to set up a new contact she has to re log in or uh or set up a new account so she can't just hit the log in she's got to do the set up new account and the information that she puts in has to match what's in our system so if she's using like a.
[CUSTOMER][NEUTRAL] Yeah, remember how much trouble I had yesterday with it.
[AGENT][NEUTRAL] Right, it's the same, same scenario. Um, if she can't get in, um,
[AGENT][NEUTRAL] I mean she can email the billing you know uh email address and have them respond to her and get her, you know, they'll call and help her as much as they can to verify that she's using the right information, but um.
[CUSTOMER][NEUTRAL] Uh, is there any information that I should make a note of to tell her that to make sure it matches? Is there anything you can tell me?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Let me see what it's gonna require. Let me try and act like I'm gonna log in and create an account for a group and see what it's gonna require me.
[AGENT][NEUTRAL] It's gonna require the group number.
[AGENT][NEUTRAL] And the email on record, that is the first set of information that it's gonna require.
[CUSTOMER][NEUTRAL] Alright, let me see if I have a pen.
[AGENT][NEUTRAL] Let's see 200.
[CUSTOMER][NEGATIVE] Not in my normal car.
[CUSTOMER][NEUTRAL] I have a pen in here.
[CUSTOMER][NEUTRAL] Well, of course not, right?
[AGENT][NEUTRAL] She should be able to go ahead and proceed don't have her do anything else but the group number and the email. The other fields are not required, so I would tell her if it's not required, don't put it in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so group number and email.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, sounds like a plan. So the group number.
[AGENT][NEUTRAL] Okey dokey. And if she has any problems, she can.
[AGENT][NEUTRAL] Yeah she can you know email the billing collect for help.
[CUSTOMER][NEUTRAL] Oh, you got, OK.
[CUSTOMER][POSITIVE] OK, you can do that as well. OK, thank you.
[AGENT][POSITIVE] Thanks, [PII]. Have a good one. Uh-huh. Mhm. Bye-bye.
[CUSTOMER][POSITIVE] All right, [PII], thanks so much.
[CUSTOMER][NEUTRAL] You too. Bye-bye.