AccountId: 011433970860
ContactId: c27f5854-edc0-4a11-808e-e79fccaad3c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237080 ms
Total Talk Time (AGENT): 83473 ms
Total Talk Time (CUSTOMER): 74756 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c27f5854-edc0-4a11-808e-e79fccaad3c7_20250603T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning, [PII]. How are you doing today?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm good um I was trying to log into my account but it looks like they uh they changed the.
[CUSTOMER][NEUTRAL] The um account or the login for it so.
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] Um, I, I know we.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah, I know we have uh an invoice that we need to pay so I was looking to get that paid and also to see if I could get a copy of it.
[AGENT][NEUTRAL] OK, yeah, so I know for groups and everybody since the launch of the new site you guys are gonna have to create all new logins um the old user names and passwords will no longer work um you're gonna use the email that's on file for the group as the user name.
[AGENT][NEUTRAL] As the user name do you have number?
[CUSTOMER][NEGATIVE] Yeah, I tried and I tried to create a new account with the group number and uh it said that it doesn't recognize it that it doesn't have it in the system or something.
[AGENT][NEUTRAL] OK, let me take a look. What's the group number?
[CUSTOMER][NEUTRAL] 247-47
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And then if I can verify the name of the group.
[CUSTOMER][NEUTRAL] Yep, it's uh Chase Roofing and contracting.
[AGENT][POSITIVE] Thank you. And what's your first name?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][NEUTRAL] What email were you using when you were trying to register the group?
[CUSTOMER][NEUTRAL] Uh, [PII] I at [PII].
[AGENT][NEUTRAL] So it's actually accounting at [PII].
[CUSTOMER][NEGATIVE] OK, I wasn't sure they changed it. I tried that one too, but it still wasn't working.
[AGENT][NEUTRAL] It wasn't working? OK.
[CUSTOMER][NEUTRAL] I believe, but let me go.
[AGENT][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] Let me try it again.
[AGENT][NEUTRAL] OK, and you can pay the invoice over the phone. I mean I can get somebody on the line and billing.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it possible to get a copy of the invoice emailed over to accounting as well?
[AGENT][NEUTRAL] Yeah, you want it sent to that accounting at [PII]?
[CUSTOMER][NEUTRAL] Yep, please.
[AGENT][NEUTRAL] OK, so yeah, I can send you the invoice number or the invoice itself let's see.
[CUSTOMER][NEUTRAL] OK, there it goes. OK, so yeah, accounting is working.
[AGENT][POSITIVE] Oh, is it working? OK, good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me log in and uh process this invoice and then um I'm probably gonna call back to make the payment over the phone anyway.
[AGENT][POSITIVE] Alright, no worries, and I'm sending you the invoice right now, so you should have that in the next few moments. I sent it to the accounting at [PII].
[CUSTOMER][POSITIVE] Yep perfect I appreciate it.
[AGENT][POSITIVE] All right. Yeah, you're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] All right thank you bye.
[AGENT][NEUTRAL] Bye-bye.