AccountId: 011433970860
ContactId: d14568ca-b214-4aaa-8837-ddb77aff4879
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 667760 ms
Total Talk Time (AGENT): 247669 ms
Total Talk Time (CUSTOMER): 153176 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d14568ca-b214-4aaa-8837-ddb77aff4879_20250624T12:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, um, I just created my account in the new online service center but I'm not able to download my invoices. It keeps saying that there's like maintenance going on and I'm not able to download them.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, but I really need them in order to pay May and June's invoice. I don't know if they could be emailed to me or how we can.
[AGENT][NEUTRAL] OK, so yeah.
[AGENT][NEUTRAL] OK, yes, so you're the group administrator and you're trying to get your invoices, is that correct?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that. Um, and who am I speaking with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I need for you to spell your entire name for me, please.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] It should be, give me one second, the company number [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your group number please?
[CUSTOMER][NEUTRAL] Our group number hold on.
[CUSTOMER][NEUTRAL] It is 23824.
[AGENT][NEUTRAL] OK, thank you. So give me a moment so I need to get the group's information pulled up, and I will have to verify several things with you, uh, first for security, and then we can go from there, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and any informa oh, I'm sorry. I'm about to tell you something I didn't even need to tell you, [PII]. OK, so first off, if you could please verify the group's name and address.
[CUSTOMER][NEUTRAL] Yes, it should be Swire Properties and then [PII] and then it should be [PII], but it might say [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we're gonna come back to your address in just a moment. And what is your email address, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And the phone number um that is on file for the group is different than the one you gave me. What would we have as the primary phone number?
[CUSTOMER][NEUTRAL] Um, it should be the one that I gave you.
[AGENT][NEUTRAL] This one ends in a [PII].
[CUSTOMER][NEUTRAL] [PII] um give me one second it might be hold on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So first off, on the suite number, yes, it is 601, and then the phone number is the one that you just gave me. Now, if those need to be updated, [PII], all you need to do is to send an email and I can give you the email that you address that you would send that to, requesting that that be updated.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Because I can't just update it. Um, the email address that you would send that request to is [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and so which, uh, I went too far, which two invoices are you or invoice are you needing?
[CUSTOMER][NEUTRAL] May and June.
[AGENT][NEUTRAL] OK, so now I see June and July.
[CUSTOMER][NEUTRAL] Yeah, we still haven't processed maize.
[CUSTOMER][NEUTRAL] Like made the payment for it.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] So I see on my portal that it's July, June, and May.
[AGENT][NEUTRAL] OK, so let me just look a little more.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, I need to go a little slower. I may be passing that one up for me. So bear with me just a second.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let me ask a question because I'm not seeing May, so give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEGATIVE] So do you, you just want me and there is an issue in the portal um [PII] as to why you can't do that and our IT department is aware of it and they are working um to to repair that but for the meantime, you know, we are having to mail, email you the receipts or invoices. I need some more coffee. I am having a terrible time this morning talking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries, I understand.
[AGENT][POSITIVE] Oh my goodness. I mean, really, whew.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, so just May and June.
[CUSTOMER][NEUTRAL] I mean if you could send July too just so that I can have it and we're gonna have to process that one shortly.
[AGENT][POSITIVE] OK. All right. So, yes, ma'am, I can send you all three. It's gonna take me just a minute um to get those pulled up, but I'll be happy to do all three.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. And I'm sorry about the circumstances with the portal, um, but again, they are, they are working on that.
[CUSTOMER][POSITIVE] Oh, no worries.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I have just sent that to you, [PII], and it's gonna come from that same ema[PII] address that I gave [PII]. So I just wanna make sure that you receive it before we.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Get off of our call.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Give me 1 2nd, let me refresh.
[AGENT][NEUTRAL] Sure. It may take a second for it to come through.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, [PII], are you still there?
[CUSTOMER][POSITIVE] Yes, perfect. I just received them.
[AGENT][NEUTRAL] OK, well, great. So is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][NEUTRAL] OK, well then, thank you again for calling APL and are you going to be sending, I was just gonna make a note, are you going to be sending the email to update the suite number and the phone number?
[CUSTOMER][POSITIVE] Yes, perfect. I will do that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, great. Well, thank you so much then for calling APL if that's all I can help you with, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you likewise.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.