AccountId: 011433970860
ContactId: 0e38c267-0c1a-4128-987a-82cc9486baab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115260 ms
Total Talk Time (AGENT): 55130 ms
Total Talk Time (CUSTOMER): 54880 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/0e38c267-0c1a-4128-987a-82cc9486baab_20250527T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the care team. I have an [PII] on the line that since the LSC is down, she's needing, she, she was wondering if you all could fax her her invoice so she can pay it. She doesn't wanna pay over the phone. She wants the invoice.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] We don't fax. I don't have any way to fax anything.
[CUSTOMER][NEUTRAL] You can't fax it or email them?
[AGENT][NEGATIVE] I can email it, but my line is not even coming up. What's the group number and when it comes up, I'll email it to her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 18166.
[AGENT][NEUTRAL] 1816
[CUSTOMER][NEUTRAL] It's DR [PII].
[AGENT][NEUTRAL] Alrighty, and were you able to verify that she's the contact and she knows that I can only email it to whatever email address is on file?
[CUSTOMER][NEUTRAL] Yes, it is uh [PII]. I did not ask her if this was the email that she has access to, but I'm assuming since she's the primary, um I can double check that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well, when my system will finally decide to work, um, I will, oh, maybe that's, maybe it'll work now. Now my power went out for a second and came back on, so everything's been.
[AGENT][NEUTRAL] Um, oh.
[CUSTOMER][NEUTRAL] No, you're not the only one. It's there's everyone's having lying issues today and the OSC is down. Uh, it's a, it's a fun day to be after a holiday.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, yes, I will get this emailed over to her um shortly to the account that's or to the email that's on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so if I need to talk to her?
[AGENT][NEUTRAL] Mm, no, unless she needs to talk to us.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, alright, I will get that. I will let her know, right, thank you.
[AGENT][POSITIVE] All righty. You're welcome.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] OK.