AccountId: 011433970860
ContactId: 128be220-b532-4b2e-85b2-a644d02ccc02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196550 ms
Total Talk Time (AGENT): 59810 ms
Total Talk Time (CUSTOMER): 100953 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/128be220-b532-4b2e-85b2-a644d02ccc02_20250609T21:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I went ahead and I'm um I, I run the group for our company and I went ahead and logged in and where can I pay my bills from here?
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] Or do I have to mail it?
[AGENT][NEUTRAL] So have you already, you've already set up the account and everything you were you were able to get in, correct? OK.
[CUSTOMER][NEUTRAL] Yes bye bye.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I'm under right now in my group.
[AGENT][NEUTRAL] You should be
[AGENT][NEUTRAL] So you should, yeah, you'll go into my group and it should have uh 3 tabs of group details, invoicing, and employees and it would be an invoicing.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Hello. OK, got it. So then, OK, so let me do this with you real quickly click the invoice I guess, submit invoice.
[AGENT][NEUTRAL] Right. And
[AGENT][NEUTRAL] Yeah, you'll wanna click on it mhm you wanna submit it.
[AGENT][NEUTRAL] Um, and then it'll go from, uh, I believe open invoices to submitted, and once the payment has cleared it will go into, uh, paid.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So you'll still see it and submit it um until it's been paid completely until the the money has come out.
[CUSTOMER][NEUTRAL] on something like that.
[CUSTOMER][NEUTRAL] OK, I have an application error side exception has occurred. OK, let me get out of there. Go back again. Oh no, OK, I gotta open it up again.
[CUSTOMER][POSITIVE] secure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go to my group again.
[CUSTOMER][NEUTRAL] Um, my group invoicing due to schedule maintenance, the ability to download your invoices unavailable at this time for just please email our billing team at care team. OK, so I guess we're having issues.
[AGENT][NEUTRAL] You should be able to uh submit the payment though still.
[CUSTOMER][NEUTRAL] Right after you to submit the invoice to complete the process, OK.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So submit invoice.
[CUSTOMER][NEUTRAL] I'm gonna put paper check cause I did ACH before it didn't go through. Oh, OK, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, we have it, you have already saved. Thank goodness.
[CUSTOMER][NEUTRAL] That's what it is. I tried ACH. OK, invoice is submitted, yay, I'm saying.
[AGENT][NEUTRAL] It works OK, yeah, it'll it'll send that message to everyone, but you should still be able to submit the payment.
[CUSTOMER][POSITIVE] That was easy. That was easy.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] OK, perfect. I'm gonna get put pay today [PII]. OK, thank you so much. I appreciate it.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] You have a good one. All right, bye bye.
[AGENT][NEUTRAL] Mm bye.