AccountId: 011433970860
ContactId: cfc7d58b-19d5-4877-8549-c53e3d93c6c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272269 ms
Total Talk Time (AGENT): 114486 ms
Total Talk Time (CUSTOMER): 124295 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/cfc7d58b-19d5-4877-8549-c53e3d93c6c9_20250617T16:43_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], my name is [PII] and I am a bookkeeper for um Favor Upstate and for some reason all of a sudden I am not able to access our account so I could pay our bill.
[CUSTOMER][NEGATIVE] Um, so I'm kind of at a loss in what I need to do here.
[AGENT][NEUTRAL] OK. Um, do you have the group number?
[CUSTOMER][NEUTRAL] Group number 19344.
[AGENT][NEUTRAL] OK, and so we have created a, um, upgraded our website and so you'll have to create the account all over again.
[AGENT][NEUTRAL] Um, it looks like though, let's see, um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, my cell phone is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the address for the group?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like the contact is [PII].
[AGENT][NEUTRAL] On your group
[CUSTOMER][NEUTRAL] She's no longer with us, yeah, she's no longer with us.
[AGENT][NEUTRAL] OK, um, so that's, that's the only person that'll be able to set up the account and so can you send an email to [PII] team [PII]?
[AGENT][NEUTRAL] Is there anybody else, was she like the owner or um what capacity was she in?
[CUSTOMER][NEUTRAL] No, she was, she was just, she was, she was um I took her place I'm the bookkeeper, she was the bookkeeper um we do have our, our director of finance and operations that um.
[CUSTOMER][NEUTRAL] Who is the account, you know, the CPA for us, um, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you can do this, if you can send an email to [PII].
[AGENT][NEUTRAL] Um, and if you can explain that [PII] is no longer there, you took her place, um, and that to update the group contact information, um, because we'll have to have that updated before you can create your account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what do I do about getting our bill paid?
[AGENT][NEUTRAL] Um, we usually respond.
[CUSTOMER][NEUTRAL] It was due on the [PII].
[AGENT][NEUTRAL] Yeah, and, and we understand there could be some delays since we've created our new website and everything so it shouldn't be an issue. Um, there's a 30 day, there's a 30 day grace period, so, um, they usually respond within 24 hours. So, um, once that process is complete, then you should be able to um get instructions on how to set up your account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and [PII]'s last name how do you have it spelled there with on your end?
[AGENT][NEUTRAL] I've got [PII]
[CUSTOMER][NEUTRAL] OK, OK, yeah, that's right. OK, I was just double checking that because I, I haven't heard her name pronounced, so I was like sure, so, um, I just need to contact the care, contact the care team and tell them that the group contact information for our account is incorrect and it needs to be changed to blah blah blah.
[AGENT][NEUTRAL] Yes, and then if you'll give them your name and your contact information and your email address.
[CUSTOMER][NEUTRAL] OK, alright, I will get that done since I need to get this bill paid.
[AGENT][NEUTRAL] OK. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] No, I think that's it. That must be why I didn't get any emails or anything regarding the uh change of your your for accessing our account.
[AGENT][NEUTRAL] Yeah, we sent them out um beginning of May, um, so that it may have been missed since this has got the wrong information so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright, well I will um send that email today thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.