AccountId: 011433970860
ContactId: d5c8b599-7a09-40df-a96a-72347c870423
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439420 ms
Total Talk Time (AGENT): 165913 ms
Total Talk Time (CUSTOMER): 241032 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/d5c8b599-7a09-40df-a96a-72347c870423_20250214T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling with uh.
[CUSTOMER][NEUTRAL] The the person covered under the APL gap plan, his name is [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII] is on the line with me, so you got two of us here on the line. Mine is [PII] and uh
[AGENT][NEUTRAL] OK, and what is your name, sir?
[AGENT][NEUTRAL] [PII]? OK.
[CUSTOMER][NEUTRAL] But I'm just here to kind of assist and get through so so that what he can log in. What's happening is when he logs in he's getting only the administrator side.
[CUSTOMER][NEUTRAL] Uh, let me go on all that. Let me, let me see if I can patch in this. I'm sorry, what was your name again, ma'am?
[AGENT][NEUTRAL] It's [PII], so let me understand, [PII], you're calling on behalf are you with the employer group or an employee?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, no, I'm the I'm a consultant, so I'm, I'm just a consultant. Yeah. So [PII], yeah, I am the administrator for the plan here in the company, OK? So I have a [PII], last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And your name?
[AGENT][NEUTRAL] OK, do you have a group number?
[CUSTOMER][NEUTRAL] A good number. [PII], do you have the group number? Let me see uh is is that in the card, [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah, well, maybe do you have your card? Do you, do you have your card, you know, give me a sec to find it, OK.
[AGENT][NEUTRAL] On what
[CUSTOMER][NEUTRAL] Uh, group number 24891.
[AGENT][NEUTRAL] 24891. What's a good phone number, um, in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. That's the office number. [PII], you can give it your number in case. Yeah uh.
[AGENT][NEUTRAL] Yeah, I just, I just need your phone number, sir. Give me one moment to pull up the group information.
[CUSTOMER][NEUTRAL] OK, yeah, OK.
[CUSTOMER][NEUTRAL] Yeah, [PII], give her your cell phone too.
[AGENT][NEUTRAL] OK, give me just a second. Let me get the group pulled up and then I'll get some more information, OK, [PII]?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you, thank you, thank you, [PII].
[AGENT][NEUTRAL] You're welcome. One moment.
[AGENT][NEUTRAL] OK, and can you tell me the name of the group?
[CUSTOMER][NEUTRAL] It's Qit Corporation.
[AGENT][NEUTRAL] You gave me 24891.
[CUSTOMER][NEUTRAL] And if it's not under that it could be a it's.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You gave me group number 24891.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh my card says good number 24891.
[AGENT][NEUTRAL] OK, I'm showing a different group under that number.
[CUSTOMER][NEUTRAL] Agro Holdings.
[AGENT][NEUTRAL] OK, that's what I'm showing.
[CUSTOMER][NEUTRAL] This is OK, I got, yeah, that, that.
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] What is the billing address?
[CUSTOMER][NEUTRAL] Yeah, I go uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the email address?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, the email will be my first initial [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now I don't show you as the group admin for this group.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] What do you show?
[AGENT][NEUTRAL] Well, I can't disclose. Can you tell me anyone else that works within that office?
[CUSTOMER][NEUTRAL] Oh yeah, [PII], yeah, [PII] [PII] can say, yeah, [PII] is HR money as well she's [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, who's speaking? OK, who's speaking?
[CUSTOMER][NEUTRAL] This is me [PII].
[CUSTOMER][POSITIVE] And I'm supposed to be there, that's fine. I, I, I, she works for me. She saves her money. I'm the CFO of the company, OK.
[AGENT][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] But when I log in, when I log in, I log in a administrator because I can see the invoices to pay them and all that stuff, but
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] My, the reason I'm calling, by the way, is that I get my personal information, my kind or whatever, and I don't have a log in and when I registered, it doesn't recognize me.
[CUSTOMER][NEUTRAL] You follow me?
[AGENT][NEGATIVE] Yeah, you're cut your phone is cutting in and out.
[CUSTOMER][NEUTRAL] Yeah, I can have a signal here, but let, let me see if I can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and give me 1 2nd, OK?
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII]. How are you?
[AGENT][POSITIVE] Good. Happy [PII].
[CUSTOMER][POSITIVE] Happy to you.
[AGENT][NEUTRAL] All right, I have a group admin on the phone. Um, his name is [PII], I think is how he pronounces it, [PII]
[AGENT][NEUTRAL] And the group number is 24891.
[AGENT][NEGATIVE] And I believe that he is trying to get on the online service center to make a payment. His dialect is really thick and I can't understand him.
[CUSTOMER][NEUTRAL] OK. Excuse me.
[AGENT][NEUTRAL] And he has [PII] with him. [PII] is the consultant, not sure what that means.
[CUSTOMER][NEUTRAL] He's the agent.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Oh, there it is. I see it. And um, he did, I did verify him, uh, [PII], not [PII], but the group Batman, um, he's not listed as the group Batman, but his email does match the QA [PII].
[AGENT][NEUTRAL] And so can you assist him with the billing part, you know, he's trying to make a payment I believe or look at the look at the account or something he said.
[CUSTOMER][NEUTRAL] OK, so [PII] is the one that's gonna have to add him as a.
[CUSTOMER][NEUTRAL] Eer to get online, but I can help him with that. That is not a
[AGENT][NEUTRAL] OK. And I think that's probably why he has the, the agent on the phone and so even with that, still need, yeah, still need, OK. All right. I'll let him know.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, but I don't.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Not a problem though. I can do that. If you can give me a, a good callback number just in case.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, he gave me [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and you say you got like uh
[AGENT][NEUTRAL] That is it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII] is how he spells his name. He said he's the group admin and then he's with the agent.
[CUSTOMER][NEUTRAL] OK. I can, I can talk to him. I'll talk to him just to see what's going on.
[AGENT][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] I could appreciate it. Thank you so much. Here we go.
[CUSTOMER][POSITIVE] No problem. You're welcome. Thank you.