AccountId: 011433970860
ContactId: cc230d77-9845-4b06-a803-082bea5db67c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577950 ms
Total Talk Time (AGENT): 201324 ms
Total Talk Time (CUSTOMER): 268851 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/cc230d77-9845-4b06-a803-082bea5db67c_20250127T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, hi, I need help registering online for our account to pay the bill.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with that. um, now what is your group number?
[CUSTOMER][NEUTRAL] Uh, my group number is 26669.
[AGENT][NEUTRAL] OK, and what is your name ma'am?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Now we do not have you listed as contact for the group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, we have [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, uh, is there any way to get that changed because I'm the one that's gonna be responsible for paying the bill, or can I, can I be added to the account?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now you and you can be added let me see um because we do have her email um as the contact person now I can update that for sure but we would need an email from the group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And and it would have to come from her because she is listed as the contact um but just getting an email to update that we can do that, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Immediately
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I'm just looking to see if anybody has registered yet for the group.
[CUSTOMER][NEUTRAL] Right, I don't, I don't think so because we haven't paid our first bill yet, that we got a late notice, um, so who does, um, [PII] need to email to add me to the account?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Can I have her send it to my email um [PII]example.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I'm sending her.
[CUSTOMER][NEUTRAL] I'm sending her an email right now.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK, and should I just wait a few minutes and call back or is there a way that you can call me when you get the email?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I see, um, if you think she's gonna send that in the next few minutes, I will go ahead and update that.
[CUSTOMER][POSITIVE] Ok, actually I can.
[AGENT][NEUTRAL] While we're on the phone.
[CUSTOMER][NEUTRAL] Alright oh shoot.
[CUSTOMER][NEUTRAL] Let me move this over to.
[CUSTOMER][NEUTRAL] Not sure why. I don't think about these things.
[CUSTOMER][NEUTRAL] Let me go back to this other email and reply to this one so she'll see.
[CUSTOMER][NEUTRAL] OK, I'm sending that to her and I'm also sending her a text.
[CUSTOMER][NEUTRAL] Just to make sure she's at her computer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I'm sorry, what?
[AGENT][NEUTRAL] Uh, you said your first name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. And the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, and what is your email?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And um the phone number.
[CUSTOMER][NEUTRAL] Uh, my direct line or the company number?
[AGENT][NEUTRAL] Um, well, either one,
[AGENT][POSITIVE] Your direct line actually just in case there were ever any issues that someone could could reach you but it can be the company number for sure and they can ask for you um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's, it's easier to give you my, it's easier to contact me through my direct line because I'm not always in the office, um, so it's [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And do you mind confirming the address for the group for me?
[CUSTOMER][NEUTRAL] Um, for the company? I'm sorry, yeah, [PII].
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][POSITIVE] Thank you. I appreciate that. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] No, I
[AGENT][NEUTRAL] did go ahead and update that information. Um.
[AGENT][NEUTRAL] And you should, although I do still need that email from her um as backup for why I did that, um, but you can go ahead and log in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Do you have that lake.
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Wait, I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, you, uh, hold on a second. I got another call coming in here. I'm sorry, what did you say?
[AGENT][NEUTRAL] Oh, do you have the link to go ahead to be able to log in?
[CUSTOMER][NEUTRAL] Yes, I'm doing it right now and I'm not at the point where it says a verification, a verification code has been sent. So, oh, that's a, that's a, a long verification code, um, yeah, I was concerned so we did I.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] OK, well then good
[CUSTOMER][NEUTRAL] I wasn't sure how the bill was being set up, so I um.
[CUSTOMER][NEUTRAL] I was waiting for a paper bill to come in, but I'm, uh, do we only, is it all online? do we get the bills online and or emailed over? I'm just curious.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes ma'am, it is set up for electronic it sure is um is it OK to leave that or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yes, because I'm gonna be the one, so [PII] is the one that kind of set up every the account with the insurance agent and things, but I'm as kind of HRR and and payroll, um, I'm the one that handles the bills for these, so, uh, I'm surprised they didn't set me up that way, but I'm sure it was just we were trying to rush to get it done so um so yeah I would like the email I'd actually like the bill sent to my email.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, if that's possible, or when I log in when I get set up, can I change that?
[AGENT][NEUTRAL] Um, now it will email you notification that your bill is available, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Online, you know, to like log into your account to view the bill online. It wouldn't be emailed to you, but you did get an email notification. Yes, ma'am.
[CUSTOMER][POSITIVE] Just the notification that's perfect. That's, that's perfect. That's what we switched from another company to APL, so that's what I did too so that works, um, perfectly fine, um.
[AGENT][POSITIVE] OK, good. OK.
[CUSTOMER][NEUTRAL] And I don't know.
[CUSTOMER][NEUTRAL] I probably shouldn't you. OK, so it looks like I'm, I'm creating the account now, so I should be OK from here, correct.
[AGENT][NEUTRAL] OK, and from what I see, yes ma'am, um, just choose a username and password and yes it it does look like it's moving like it should.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh shoot, I forgot what I put in.
[CUSTOMER][NEGATIVE] That's not what I did. Shoot. I, I can't remember what I'm trying to put a confirmed password. I don't even, I just typed it. I don't know what I did.
[AGENT][POSITIVE] I get that for sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's it. OK.
[CUSTOMER][NEUTRAL] Um, do I need to stay online with you or should I, or, um.
[AGENT][NEUTRAL] Um, uh, if you're comfortable, no, ma'am. I mean, but I can wait and just to be sure, whatever you wanna do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I need a special character.
[CUSTOMER][NEUTRAL] put that in.
[CUSTOMER][POSITIVE] And looks like I'm good to go account was successfully set up. Perfect. I am gonna go in and um.
[CUSTOMER][NEUTRAL] And get the first bill paid and make sure oh it looks like she just sent over the email as well.
[CUSTOMER][NEUTRAL] Um, just copied me in on it to send it so you should be good with your record and I will get this um paid and caught up and uh.
[AGENT][POSITIVE] Oh, I see it. Good. Thank you so much for that.
[CUSTOMER][POSITIVE] We'll be going, uh, we'll be good from there.
[AGENT][NEUTRAL] OK. Yes, ma'am. Yes ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thank you. Can I do anything else for you?
[CUSTOMER][NEUTRAL] OK, bye bye. Uh, that's it.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. You have a good day. Thank you for calling ATL. Thank you.
[CUSTOMER][POSITIVE] I appreciate it. OK, you too.
[CUSTOMER][NEUTRAL] Mhm bye bye.