AccountId: 011433970860
ContactId: 0392ad02-bf43-48c1-8154-dd5fac1b0588
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266320 ms
Total Talk Time (AGENT): 82446 ms
Total Talk Time (CUSTOMER): 162876 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/0392ad02-bf43-48c1-8154-dd5fac1b0588_20250620T12:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Uh, yeah, good morning. My name's [PII], director of HR for Cos Springs Improvement District. Still, still not a fan of your, your new website. Still terrible if that's me.
[AGENT][NEUTRAL] Sorry, [PII], I'm sorry.
[CUSTOMER][NEGATIVE] It's awful. It's uh I, I, when I'm the one that found the problem last month when they I was like, oh, and it still don't look like it's fixed so um is there any way that I can get a copy of my invoice so I can reconcile it, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Because it I of course I'm, I'm logged in but I don't I go to invoicing and it doesn't.
[CUSTOMER][NEUTRAL] It says maintenance maintenance maintenance maintenance maintenance so I'm like.
[AGENT][NEUTRAL] Yeah, the ability to download invoices isn't working, so what's the group number?
[CUSTOMER][NEUTRAL] I'm like, is
[CUSTOMER][NEUTRAL] 16577.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can email it.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Alright, are we needing the [PII]? Would you like me to, is that the one that we're looking for?
[CUSTOMER][NEUTRAL] No, uh, no, the, probably the, no, I got, I've that's already been paid it so it should be the July, well, for July because I'll be a month ahead and like everyone else.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Is it or is it not is a new one not posted yet?
[AGENT][NEUTRAL] I don't, yeah, I don't see it yet. The only one that I see available is June.
[AGENT][NEUTRAL] We can definitely send them to you and I'm, I'm sorry that it's been such a hassle with the online stuff, but.
[AGENT][NEGATIVE] They know it's an issue right now that you can't download them, that that's a feature that's just.
[CUSTOMER][NEGATIVE] Oh, I know. I, I'm just giving you, I know it's not your, you know, when I, when I went through this hassle with him, I was like, whoever you're first of all, your CEO president, however your chain of commission should be shot to begin with because.
[CUSTOMER][NEGATIVE] He shouldn't allow this, and then next IT did an awful job and then next at least warn at least warned people, you know that this is coming and stuff because it was a mess because I was trying to pay and yada yada and then it said I didn't pay but I did then they said no it it went through. I'm like well it never gave me any confirmation and there's no confirmation and I was like it's just it's just been a mess after a mess it seems like so.
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, that's fine. I, I don't know, you know, I, I, I think my June's already paid, to be honest with you. I mean, because it's a month ahead if you because I, I got because it looks like I, I paid June on [PII] for invoice 6,389,760 is that the one that you show?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Yes, uh-huh, yeah, yeah, yeah. That's the last one that I see. Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, that, yeah, so the new one hasn't populated yet.
[AGENT][NEUTRAL] Not yet. I don't see it. No, I don't even have an invoice number or nothing yet, so no, it's not there yet. I'm sorry.
[CUSTOMER][NEGATIVE] It doesn't doesn't sound like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, I guess I'll just, so is there any way to.
[CUSTOMER][NEUTRAL] Or do I to send me that or do I just need to have to call back like.
[CUSTOMER][NEUTRAL] Daily and check on it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean, the.
[AGENT][NEGATIVE] There's not a, yeah, there's not a way to have it automatically just sent over to you, unfortunately, I wish there was. Yeah, I'm sorry.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] I'll tell them to get get their act together. Don't go live if you don't have everything in order.
[AGENT][NEUTRAL] I hear you, [PII]. I hear you.
[CUSTOMER][NEUTRAL] Alright, I guess I'll try back on Monday and see hope see if it's populated yet. OK, thank you, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Have a good weekend bye bye.