AccountId: 011433970860
ContactId: 071c4e93-d4cb-4b4f-a863-dccad38cb875
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302519 ms
Total Talk Time (AGENT): 134259 ms
Total Talk Time (CUSTOMER): 80226 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/071c4e93-d4cb-4b4f-a863-dccad38cb875_20250624T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Tera Bank.
[CUSTOMER][NEUTRAL] I'm trying to open.
[CUSTOMER][NEUTRAL] The invoice, but I know you guys updated your system and I can't figure out how to get the PDF or a detailed invoice with the employees.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me help you with that. Do you have your group number?
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] It be 16714.
[AGENT][NEUTRAL] Can you tell me your name again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And this is for Carabank. Can you um just verify the mailing address we should have for the company, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, what do you want me to verify?
[AGENT][NEUTRAL] The, the mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And what is your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you so much and please let me get a callback number in case we get disconnected.
[CUSTOMER][NEUTRAL] Alright, yeah, [PII].
[CUSTOMER][NEUTRAL] 443.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so much, [PII], for verifying your information. OK, were you able to create an account? You just, you're just not able to download the PDF, um, invoice, is that correct?
[CUSTOMER][NEUTRAL] years ago
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Well, right now.
[CUSTOMER][NEUTRAL] Yeah, I don't, yeah, I don't see an option for the PDF.
[AGENT][NEUTRAL] OK. Right now, that is something that we're currently working on. We're, we're looking to have that available in the near future, but I can email you a PDF of your invoice. Is it the July invoice that you need?
[CUSTOMER][NEUTRAL] Is there a what voice? I'm sorry, I can barely hear you.
[AGENT][NEUTRAL] It, that's OK. No, it's OK. Is it the July invoice that you're needing?
[CUSTOMER][NEUTRAL] Yeah, the July, do you need the invoice number or is that fine?
[AGENT][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] Um, I've got it. just to verify, I've got 639-2319. Yes, sir, like I said, that feature is something that we're working on right now, but I can email it to you so you can have it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I'll just send that to you right now. All right. Is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] OK, perfect, yeah.
[CUSTOMER][NEUTRAL] Yeah, that's it, so I can just call because we uh until they put it in the system because we always.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely just until we've got until we've got that fixed, um, yes, sir, you can call and we can always.
[AGENT][NEUTRAL] That way you'll you'll have access to it, OK?
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah, perfect. And then if changes need to be made, we contact you as well or the phone number?
[AGENT][NEUTRAL] You can um
[AGENT][NEUTRAL] You should be able to do, do the changes.
[AGENT][NEUTRAL] Um, on the, on the online service center, like if you needed to adjust somebody's premium or turn somebody, you've got that capability to do that. It's just right now, we, we're working on the group being able to download the PDF and the Excel invoices, but you should be able to make the change.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, perfect, got it.
[AGENT][NEUTRAL] All right. Well, I'm sending you your July invoice right now, OK?
[CUSTOMER][POSITIVE] All right, perfect, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And it's coming to you, so you should get it momentarily.
[AGENT][POSITIVE] Just in it and I'll be glad to wait on the line to make sure that you get it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Right, I'm gonna open it really quick to make sure everything looks good. All right, perfect, yeah.
[AGENT][POSITIVE] Sure, absolutely.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yeah, everything looks good.
[AGENT][NEUTRAL] OK. All right, [PII]. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, that was it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope that you have a great day, OK?
[CUSTOMER][POSITIVE] Thank you. You too. Have a good one.
[AGENT][POSITIVE] All right, you're welcome. All right, bye bye.
[CUSTOMER][NEUTRAL] Bye.