AccountId: 011433970860
ContactId: 11f043f0-ca4d-46f9-99e1-f59262ed8de8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231919 ms
Total Talk Time (AGENT): 126832 ms
Total Talk Time (CUSTOMER): 120220 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/11f043f0-ca4d-46f9-99e1-f59262ed8de8_20250602T20:17_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from insurance underwriters. Um, I called and spoke to you a little earlier. Um, I am trying to download an invoice for our client. They're actually trying to download an invoice and when you go to the invoice, um, it there's it like it lists all the employees, but there's no way of it, it appears there's no way of downloading an actual invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, usually under the bill or are you in the
[CUSTOMER][NEUTRAL] Unless I'm missing unless I'm missing something.
[AGENT][NEUTRAL] Are you on the billing page where the billing tab? Did you click on the billing tab? Are you at the group level?
[CUSTOMER][NEUTRAL] Yeah, it says invoicing.
[AGENT][NEUTRAL] Mhm. And is there, there might not.
[CUSTOMER][NEUTRAL] Yeah, it's it's says invoicing.
[AGENT][NEUTRAL] There may not be an invoice out there. Let me see, um, I can't get out there and look at it that what's the group number?
[CUSTOMER][NEUTRAL] Yeah, there's, I mean there's.
[CUSTOMER][NEUTRAL] The group no there there is definitely an invoice and you could look at the invoice you when you click on it you could you'll see it list all the employees that are getting billed for for the month of June, but there's no way of actually downloading an invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, well, usually the only time that happens is usually after it's already been paid, but let me just, what's the group number so I can see when it was generated?
[CUSTOMER][NEUTRAL] Uh, hold on, where's the group number on here?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Where's the group number on here?
[AGENT][NEUTRAL] Who's the employer and I can look it up.
[CUSTOMER][NEUTRAL] Sebring Marine Industries.
[AGENT][NEUTRAL] As in SCA for C.
[AGENT][NEUTRAL] They bring
[CUSTOMER][NEUTRAL] Industries, yes, S E A B R I N G.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Marine industries, OK.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] 212-4164. Let me see if I can.
[CUSTOMER][NEUTRAL] Yeah, that's it. I just found it 241-64.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Mm. Yeah, it's OK.
[AGENT][NEUTRAL] Oh, let's see, hang on just one second, let me get out of here.
[AGENT][NEUTRAL] We do have a [PII] invoice. Let's see, so it won't let you open it up to look at it or anything.
[CUSTOMER][NEGATIVE] Yeah, no, it, yeah, it lets me open when I click on the invoice it opens it up like I'll be able to see all the employees that are getting billed for their amounts and but it there's no way of actually downloading it, it's really weird. Yeah.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Mhm. I won't let you download it.
[AGENT][NEUTRAL] That's weird. OK, well, um, I can email it over to you guys with the email address.
[CUSTOMER][NEUTRAL] If you can do that yeah if you could email it to me that would be fantastic but are we not gonna be able to use the site for downloading invoices?
[AGENT][NEUTRAL] Well, I think we're
[AGENT][NEUTRAL] No, I think that we're running through some technical issues today. This is our first day to go live and so we've been trying to capture all the things that are going wrong, so I'll have someone on our team go out there and see if because we, we've lost all of our access to be able to log on to anything on behalf of the groups and so um I'll report to them that you guys weren't able to download the invoice and let them know that that apparently it's the first time I've heard of it, so that may be a problem that they're not aware of.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'll have someone test it out and then we'll let you guys know so what email address do you want me to send this to you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, if you could please send it to [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, yeah, I'll send that over here in just a few minutes. Was there anything else you needed?
[CUSTOMER][POSITIVE] Yeah, that's it's so just make sure you got it right, [PII] insurance completely yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII], yeah.
[AGENT][POSITIVE] Yeah, yeah, just like everybody else that has it on there, yeah, I got it. Yeah, I'll send it over here in just a few minutes. I gotta I can get a copy of it and save it, and I'll send it over, OK.
[CUSTOMER][POSITIVE] Alright awesome.
[CUSTOMER][POSITIVE] Alright, awesome. Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're most welcome. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.