AccountId: 011433970860
ContactId: dad89b8d-f1f3-4505-a5ae-d5d4670f227b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144830 ms
Total Talk Time (AGENT): 66391 ms
Total Talk Time (CUSTOMER): 60140 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/dad89b8d-f1f3-4505-a5ae-d5d4670f227b_20250616T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hello, [PII]. Hi, I'm calling from?
[CUSTOMER][POSITIVE] Haiku in good.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm calling from Haiku Wiwood. My account number is [PII].
[AGENT][NEUTRAL] No, you're, you're a third party. Mhm, yeah, you're a third party. How can we help you?
[CUSTOMER][NEUTRAL] We are not
[CUSTOMER][NEUTRAL] We are another third party, first thing. We are the bookkeeper for the haiku. It's our client.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I just want to make a payment on the behalf of my client and everything.
[AGENT][NEUTRAL] Yeah we spoke with you earlier, uh huh.
[CUSTOMER][NEUTRAL] Yeah, but I not received any solution or any results from your end. So that's why I just call you again.
[AGENT][NEUTRAL] Yeah, so you and you have to have the broker add you in. You cannot just make a payment over the phone.
[CUSTOMER][NEUTRAL] Yeah, but I just want to make a payment online, because I should know like uh which is the next time on this date I have to make a payment.
[AGENT][NEUTRAL] Right and and you can't make a payment online unless the broker or the group add you as a group contact they have to do that we cannot do that for them.
[CUSTOMER][NEUTRAL] So who, who am I to connect for that?
[AGENT][NEUTRAL] You have to talk to the group that you're working for.
[AGENT][NEUTRAL] The people that you're doing the bookkeeping for.
[CUSTOMER][NEUTRAL] Yeah, but uh they give us all the right but I just need from their side.
[AGENT][NEUTRAL] They will have to.
[AGENT][NEUTRAL] Redo the login for the website because the website has been updated.
[AGENT][NEUTRAL] And then from that point they have to add you in. You cannot, it doesn't matter how many times you call, you will not be able to do what you need to do until they add you as a contact and give you access to the new website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So I just need to speak with the Jazz.
[AGENT][NEUTRAL] You need to call your client.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, like, uh, if you can, uh, process the payment via call, so we can process.
[AGENT][NEUTRAL] Sir, I've already explained to you we cannot do that.
[AGENT][NEUTRAL] And it doesn't matter how many times you call us we will not be able to do it.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.