AccountId: 011433970860
ContactId: d15e0680-bf5b-4209-8806-a52e46230213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321019 ms
Total Talk Time (AGENT): 105473 ms
Total Talk Time (CUSTOMER): 88113 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/d15e0680-bf5b-4209-8806-a52e46230213_20250616T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hello, sorry, you are not audible to me.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello? Yeah, good afternoon.
[AGENT][POSITIVE] Good afternoon. What can I help you with?
[CUSTOMER][NEUTRAL] Uh, actually, I'm trying to make the payment, uh, through online portal, but, uh, the portal is not opening. There is just some issue in my, uh, email ID or password maybe. So can you please help me about that? How can I make the payment at another way? Can you please provide me the
[CUSTOMER][NEUTRAL] Er uh login credentials.
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is your group number that you're referring to?
[CUSTOMER][NEUTRAL] Yeah, my group number is 80004.
[AGENT][NEUTRAL] 8000.
[AGENT][NEUTRAL] So it's 8008.
[CUSTOMER][NEUTRAL] 8004.
[CUSTOMER][NEUTRAL] Sorry, 8004.
[AGENT][NEUTRAL] 4, OK.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alrighty and what is your name?
[CUSTOMER][NEUTRAL] Uh, I'm calling from Haiku.
[CUSTOMER][NEUTRAL] Winwood LLC.
[AGENT][NEUTRAL] Yes, and what is your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Actually, I'm calling from Pepper just on the behalf of Hau. Uh, we are the accountant for that.
[AGENT][NEUTRAL] OK, I have someone.
[AGENT][NEUTRAL] Um, I have a, a group contact.
[AGENT][NEUTRAL] Uh, that we we're we're only allowed to send the group invoice to.
[AGENT][NEUTRAL] Um, if you would like that we can send it to the group invoice or the group contact.
[CUSTOMER][NEGATIVE] Uh, sorry, but your, but your voice is breaking, so I'm unable to understand what are you saying.
[AGENT][NEUTRAL] OK um so we have someone down as the group contact um I'm able to send the invoice and how to pay the invoice to them is that OK?
[CUSTOMER][NEUTRAL] Yeah. So, on which email, uh, could you please confirm the email?
[AGENT][NEUTRAL] So it it it doesn't have you as a group contact so I can't confirm it with you.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] So we don't have your name as the group contact so we can't share any of the information with anyone but the group contact.
[CUSTOMER][NEUTRAL] OK, so, uh, should I tell the email?
[AGENT][NEUTRAL] I would, I would have the group contact reach out to us so we can pass along the um invoice to them.
[CUSTOMER][NEUTRAL] So, uh, please forward by today so I can make the payment.
[AGENT][POSITIVE] I would have them call today, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, on mail or on call?
[AGENT][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] Sorry? What are you saying?
[AGENT][NEUTRAL] I'm sorry, I didn't hear what you were saying.
[CUSTOMER][NEUTRAL] Actually, I'm just asking that you are uh you are gonna mail mail on that group contact or you are gonna call and.
[CUSTOMER][NEUTRAL] Ask about this.
[AGENT][NEUTRAL] So if they wanna call us we can give them that information um but we don't just reach out to the group contact unless they the group contact ask us to reach out to them.
[CUSTOMER][NEUTRAL] Is it, OK. Is it not possible that I can make the payment on call?
[AGENT][NEUTRAL] No, we don't accept that payment over the phone.
[CUSTOMER][NEUTRAL] OK, so should I wait?
[AGENT][NEUTRAL] I'm so sorry. I, um, we have to have the group contact reach out to us. We can't have a third party vendor reach out to us.
[CUSTOMER][NEUTRAL] Yeah OK that's true.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK thank you have a great day.
[CUSTOMER][POSITIVE] Have a good day.