AccountId: 011433970860
ContactId: c9a0c15d-508e-487b-ac39-e6453ac613ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1124619 ms
Total Talk Time (AGENT): 205049 ms
Total Talk Time (CUSTOMER): 432426 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/c9a0c15d-508e-487b-ac39-e6453ac613ea_20250307T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] It's me again. Hey, I'm sorry to keep bothering you. I've got a group on that wants to pay their invoice, and he said they don't have access online yet. I don't know why they don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, because he probably hasn't set it up. What's the group number?
[CUSTOMER][NEUTRAL] Group number 26844.
[AGENT][NEUTRAL] He's on the phone?
[CUSTOMER][NEUTRAL] I couldn't, uh, [PII], I verified all of his information.
[AGENT][NEGATIVE] Yeah, they haven't set it up, that's why they don't have access.
[CUSTOMER][POSITIVE] Uh, I could have helped him. Um, I'm gonna stay on the line because he did call the Spanish line just in case you need me.
[CUSTOMER][NEGATIVE] I don't think you will.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And he didn't have an invoice or anything.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Pull it up and look.
[CUSTOMER][NEUTRAL] I went to um on base and.
[AGENT][NEUTRAL] Yeah, they've got a March outstanding invoice, but that was just sent out like 2 weeks ago. You can send them to me.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Or you can put them on there.
[CUSTOMER][POSITIVE] Yeah, OK, thanks.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Gracias [PII]. The name was [PII] and [PII] [PII] and [PII].
[CUSTOMER][NEUTRAL] gracias. OK, a [PII] website necesita has a cuenta.
[CUSTOMER][POSITIVE] is secured.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Mhm. OK. OK. All right, [PII], he's ready and I'm just gonna stay in case needed for translation.
[AGENT][NEUTRAL] OK, um, well, so you're wanting to pay the March invoice in the amount of $473.84. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Alrighty, let me get all of this entered real quick and then I can take that payment for you.
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Uh, give me one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. The card, the card number is [PII].
[CUSTOMER][NEUTRAL] 71.
[CUSTOMER][NEUTRAL] 34
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] 70.
[CUSTOMER][NEUTRAL] 63.
[CUSTOMER][NEUTRAL] 27
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the name on the card?
[CUSTOMER][NEUTRAL] The, the name is [PII].
[CUSTOMER][NEUTRAL] The the company's name.
[AGENT][NEUTRAL] OK, and the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] Security code, give me one second, it's [PII].
[AGENT][NEUTRAL] Thank you. And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And um [PII]. Is that a good email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Uh, which one? Could you please repeat it?
[AGENT][NEUTRAL] Uh S [PII].
[CUSTOMER][NEUTRAL] ERA at uh surbao.com. S S U R V A L L E S dot com.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir, is that a good email address?
[CUSTOMER][NEUTRAL] Yes, that's mine
[AGENT][NEUTRAL] All right. Let me finish processing this.
[CUSTOMER][NEGATIVE] Oh I need some money.
[AGENT][NEUTRAL] Alrighty [PII], that's been processed and the confirmation number has been emailed. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, great, thank you. I don't know if, if, if, if, if you have time to help me create the the account. I don't know. I already, I already received it.
[CUSTOMER][POSITIVE] The confirmation, great, perfect.
[AGENT][NEUTRAL] Alright, let me finish on this uh hang on one second, let me.
[CUSTOMER][NEUTRAL] How can I, how, how, uh, uh, where do I?
[AGENT][NEUTRAL] Let me finish doing this one real quick and then I can help you get that set up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, in the meantime you can go to [PII].
[AGENT][NEUTRAL] Dot
[AGENT][NEUTRAL] Am public.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] secure that.
[CUSTOMER][NEUTRAL] Excuse me, [PII]?
[AGENT][NEUTRAL] Am public.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEGATIVE] No, this site can't be reached. Hm, I.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Is very fine.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] you to Manon on email unless it starts on is Sam and Ey website.
[CUSTOMER][POSITIVE] Ah, perfect yellow yellow Monday.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I just emailed him
[CUSTOMER][POSITIVE] The um navigation help guide.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] So that would help you get that set side up.
[CUSTOMER][NEUTRAL] Yeah, that's the one that I.
[CUSTOMER][NEUTRAL] The sister, ah, OK, got it. I'm here. So APL online er online service center.
[AGENT][NEUTRAL] Yes, so you'll click on new user.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] The user
[AGENT][NEUTRAL] You'll choose
[CUSTOMER][NEUTRAL] I am on
[AGENT][NEUTRAL] Employer or group. Uh-huh.
[CUSTOMER][NEUTRAL] An employer or group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the next one is you'll enter, um, the information exactly how we have it in the system for the group.
[CUSTOMER][NEUTRAL] X
[CUSTOMER][NEUTRAL] So the group number, group group number 2.
[CUSTOMER][NEUTRAL] 684-4
[CUSTOMER][NEUTRAL] Zip codes from the company.
[AGENT][NEUTRAL] Um, the zip code that belongs to the billing address.
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[CUSTOMER][NEUTRAL] It's phone number.
[AGENT][NEUTRAL] Um, no, sir, no sir. That's the, that's the physical address. Um, we need the zip code for the billing address.
[CUSTOMER][POSITIVE] I did like it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, and it's [PII]. Yes, it's the same one.
[AGENT][NEUTRAL] No, sir. We have a billing address of a PO box.
[CUSTOMER][NEUTRAL] Ah, you have a PO box?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] We simply change it. Give me one second. Let me look for it.
[CUSTOMER][NEUTRAL] I'm gonna email him the insurance navigation as well so his employees can you know there's only 3 but.
[CUSTOMER][NEUTRAL] [PII] um.
[CUSTOMER][NEUTRAL] Help guide for individualist on the end, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] The individual.
[CUSTOMER][NEUTRAL] OK, I, I have the PO box number.
[CUSTOMER][NEUTRAL] 92, ah, I have to put it here, no?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Um, yeah, the zip code that matches that PO box.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I, I never go there but.
[CUSTOMER][NEUTRAL] 33 OK and phone number?
[AGENT][NEUTRAL] Um, it's the one, it's the one that we have on file, [PII].
[CUSTOMER][NEUTRAL] Can I use mine or what?
[CUSTOMER][POSITIVE] Uh, that's, that's mine [PII]. Perfect.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] City, [PII].
[AGENT][NEUTRAL] Uh, uh, it'll be [PII].
[CUSTOMER][NEUTRAL] Ah, the, the house, yeah, the, the PO box.
[CUSTOMER][NEUTRAL] That's true.
[CUSTOMER][NEUTRAL] Email on record is mine is a bar.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Immigrant record state [PII]. OK.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] OK, employer, thanks a verification code has been sent to the email address we have on record.
[CUSTOMER][NEUTRAL] Check your email for a message on IPL service ta ta ta ta verification code. Let me see.
[CUSTOMER][NEGATIVE] No, I, I, I don't receive it.
[CUSTOMER][NEUTRAL] Oh, OK, got it. Online service center for the.
[CUSTOMER][POSITIVE] Any worries, thank you for that.
[CUSTOMER][NEUTRAL] I know this is, this, this instructions.
[CUSTOMER][NEUTRAL] [PII], yeah, Yoloman delostruesque susos uh puede er.
[CUSTOMER][NEUTRAL] Puentes online uh-huh Pavelo beneficios Paverilamos Para and premier una Targetta tambien.
[CUSTOMER][NEUTRAL] OK, Aquia mee go, thank you for contacting APL. This is instructions for employee to create your online account. I know this is the same one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] La Quinta.
[CUSTOMER][NEUTRAL] Verification code, uh.
[CUSTOMER][NEUTRAL] No, let me goo email [PII]. This instruction is part of for uh for employees to create their online account.
[CUSTOMER][NEUTRAL] He hasn't received the verification code yet, but that's but that's gonna go by text, right?
[AGENT][NEUTRAL] No, it's gonna go through an email, um, um, he may need to check his, um, junk or spam email folder.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sorry, no, no, yeah galotro.
[CUSTOMER][NEGATIVE] I haven't received it.
[AGENT][NEUTRAL] OK, what I'm gonna do is I'm gonna email it from my um email address and what you'll wanna do is copy and paste it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I just emailed it.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Gonna take a few seconds.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, verification code. OK.
[CUSTOMER][POSITIVE] Got it, you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Based next.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And I have now um.
[CUSTOMER][NEUTRAL] Create your account.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Username can be anything, no?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] In 5 words.
[CUSTOMER][NEUTRAL] OK, email.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] One uppercase character, so I have to put in the password.
[CUSTOMER][NEUTRAL] Mhm. One uppercase, one lower case, one number, and one symbol.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, next, let's see.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] If we suggest using a general department case? I know your account has been successfully created.
[CUSTOMER][NEUTRAL] Now, uh, log in.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh me.
[CUSTOMER][NEUTRAL] OK, OK, I'm on, I mean, uh, let me ask a question, where can I put the automatic payment?
[AGENT][NEUTRAL] We don't do any kind of automatic payment. Um, you would still have to log in each month and submit your invoice for payment, um, but you can put your banking account number and your routing number in and it will automatically save that so you don't have to enter that each month, but you would still need to log in each month and, and pay the invoice.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, OK, perfect. And, and let me see, submitted invoices in both right now there is nothing, no, of course, there is nothing to pay. Um my employees recently, so that's it, no.
[CUSTOMER][POSITIVE] Perfect. So the next time I just pay through the internet and that's it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and then you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Have a great weekend. [PII] bye.
[AGENT][NEUTRAL] You too.