AccountId: 011433970860
ContactId: e5edbdc3-0991-49e3-9c6d-c3ea4df922ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390929 ms
Total Talk Time (AGENT): 224111 ms
Total Talk Time (CUSTOMER): 158749 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/e5edbdc3-0991-49e3-9c6d-c3ea4df922ab_20250523T14:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm an agent and I'm calling on behalf of one of our groups. Uh, the group number is showing as 253-21.
[AGENT][NEUTRAL] OK, and I'm so sorry, [PII]. What was your last name again?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] Uh, it's area code [PII].
[AGENT][NEUTRAL] OK, thank you. And let me get that group information pulled up while I'm doing that, if you, I will have to verify obviously a few things with you for security purposes first, uh, so give me just one moment please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] OK, so if you would just verify the name of the group again for me and then your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's under
[CUSTOMER][NEUTRAL] Sure it's under ADB Investment strategies, uh DBA Performance flight.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh my email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. So how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Um, this group that, uh, they were just, uh, we were notified that they had 2 months' worth of past due, uh, invoices, so they went ahead, uh, they should have already made payment for these this morning, and they're asking the person that's in charge is asking if there's any way that they could get these done electronically, uh, the invoices are we able to do that?
[AGENT][NEUTRAL] OK, when they say electronically, are they referring to like the online service center?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Notified
[CUSTOMER][NEUTRAL] Well, no, they're able to pay it. They're just trying to, uh, instead of they they're getting hard copy sent to the business address and then that mail sits, so the HR person's asking if they could be notified via email by the way, you know, electronic notification that your invoice is ready to be paid. Is that something that we can do?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't believe so, [PII], but I can connect you with someone that works specifically in the billing division. I mean, you know, they, I don't know if this group, I could check that to see if they're set up on the portal, but I do not believe at this time that there's a way to receive like a anything notifying you that hey your bill's ready, yeah, they would just have to log in to the online service center to have access to that but I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Electronic notifications, OK.
[CUSTOMER][NEUTRAL] Each month
[CUSTOMER][NEUTRAL] OK, and they are registered?
[AGENT][NEUTRAL] Uh, let me check that for you to see if that's.
[CUSTOMER][NEUTRAL] Do you are you able to see if they're registered? Thank you. OK.
[AGENT][NEUTRAL] Oh sure, and I do show that we have the primary contact on this group as a [PII].
[CUSTOMER][NEUTRAL] [PII] yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And yes she does have a profile that is set up in the portal so that she can log in to see when the invoices are ready but I will be happy like I said to verify that there is.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, and I, and if I've told you any incorrect information, [PII], I'm very sorry.
[CUSTOMER][POSITIVE] No, no, no, no, I greatly appreciate, no, no, no, I, I appreciate your help. That's why I just wanted to, you know, call in to ask, uh, that's what the group is just requesting, sure.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] OK, well I will be um I'll connect you over. I will let them know the reason for your call so you shouldn't have to re-verify anything also when I transfer you. OK, well, you're welcome you're very welcome and is there anything else that I could help you with first or try to help you with I should say?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, I appreciate that thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no, no, no, got everything else, yeah, taken care of, thank you.
[AGENT][POSITIVE] OK, well you're very welcome and thank you again for calling APL and I hope you have a wonderful holiday weekend.
[CUSTOMER][POSITIVE] You do the same. Thank you so much.
[AGENT][POSITIVE] Yes, sir, and thank you as well. So one moment please.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Well, good morning, [PII]. It's [PII]. How are you today?
[CUSTOMER][POSITIVE] Good morning. I'm OK. How about yourself?
[AGENT][POSITIVE] I'm doing good, thank you. It's Friday. It can't be that bad.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yay, OK, so I have an agent for a group on the line, real nice gentleman. It's for group number 25321 ADD Investment strategies.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Again this is the agent [PII] on the line.
[CUSTOMER][NEUTRAL] Oh I'm so sorry, what was that first name?
[AGENT][NEUTRAL] The agent's name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what can I do for you? or him.
[AGENT][NEUTRAL] OK, so he is, he is calling on behalf of the group because they are wanting, they are set up on the OSC they're getting their invoices in the mail and they're wanting to know if there was any way that they can get like an electronic notification that their bill is ready.
[CUSTOMER][NEUTRAL] They should be getting it already to the email that's registered with the OSC.
[AGENT][NEUTRAL] Oh, they should be.
[AGENT][POSITIVE] Oh, well, I, I've already apologized if I, if I gave him any incorrect information. So I'm glad I did that because I told him that I did not think so. But they should be getting an email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's it, it might be going to their junk, but um if they've registered whatever the email they use to register would be the email that's uh receiving that notification that a new invoice is available. It's not gonna be the actual invoice, just a notification.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] And then yeah just a notification saying hey you do have an invoice available in the online service center whatever right? OK, well thank now um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right. Yes, ma'am.
[AGENT][POSITIVE] OK, well, I'll let you just go ahead and explain that to him since I told him that I was transferring that way if he does have any additional questions I don't have to say, oh well OK I did I can't really help you like I thought I could anyway, he's super nice. And the phone number that's on the screen is also the number that he gave me as his callback number if something happens with the call.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Yeah, no
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Awesome, thank you, sweetie.
[AGENT][POSITIVE] Thank you, [PII], and I hope you have a great holiday weekend if I don't talk to you again.
[CUSTOMER][POSITIVE] Thanks, you too.
[AGENT][NEUTRAL] OK, bye bye.