AccountId: 011433970860
ContactId: 163082b2-a663-4bfd-9fca-a8e4825dfb3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298000 ms
Total Talk Time (AGENT): 69045 ms
Total Talk Time (CUSTOMER): 154011 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/163082b2-a663-4bfd-9fca-a8e4825dfb3c_20250623T19:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, my name is [PII] with KD Mar Corp. This morning I received an email, uh, to download, um, invoice, but I haven't been able to get the the invoice it says something like, uh, I don't know if it's under um.
[CUSTOMER][NEUTRAL] OK, I don't know what is the reason, but I haven't been able to.
[CUSTOMER][NEUTRAL] Um, download the invoice.
[CUSTOMER][NEUTRAL] I don't know if you can email it to me.
[AGENT][NEUTRAL] OK, what is your name again and the group number?
[CUSTOMER][NEUTRAL] OK, the group number is K as in kite, V as Victor.
[CUSTOMER][NEUTRAL] [PII] R.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Corp
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, it's not a group number, but you said the group name is KV Mark?
[CUSTOMER][POSITIVE] Corp, yes, correct.
[AGENT][NEUTRAL] I do not show that group in our system.
[AGENT][NEUTRAL] But you don't have the group number?
[CUSTOMER][NEUTRAL] The name, no?
[CUSTOMER][NEUTRAL] Yeah, I think it's 2575521755 sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it says that uh.
[CUSTOMER][NEUTRAL] Uh, is, um, under, um, maintenance something like this.
[AGENT][NEUTRAL] Our online service center.
[AGENT][POSITIVE] And your name is again, ma'am? I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I can give you the email address where I always received the email.
[CUSTOMER][NEUTRAL] So I can uh download the.
[CUSTOMER][NEUTRAL] Invoice
[AGENT][NEUTRAL] OK, and what's that um email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I can email that to you, um.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] And this is for July?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, let me make.
[CUSTOMER][NEUTRAL] I have here the uh looks like the invoice number is 6392725.
[AGENT][NEUTRAL] Say that one more time. 63927.
[CUSTOMER][NEUTRAL] For July.
[CUSTOMER][NEUTRAL] 2725.
[CUSTOMER][NEUTRAL] In the amount of 655 with 24 cents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, I'm pulling it up.
[CUSTOMER][NEUTRAL] You guys changed the the um web page, right?
[AGENT][NEUTRAL] Our online service center, yes ma'am.
[CUSTOMER][NEUTRAL] No, it's different.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] We have
[CUSTOMER][NEUTRAL] Yeah, yeah, I can see it is different.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Were you able to set up as a new user on the online service center?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's fine.
[CUSTOMER][NEUTRAL] But um I don't know what happened it says that uh the that is not possible to download the invoice it says due to scheduled maintenance, the ability to download your invoice is unavailable at this time. For assistance, please email our billing team at [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And did you email the care team?
[CUSTOMER][NEUTRAL] Yeah, and they told me they were gonna get back to me but it was this morning and I haven't received the invoice and uh we would like to pay because it's due on [PII] so.
[AGENT][NEUTRAL] OK, give me one moment, make sure I can pull it up. I'll email this to you in a few moments. Um, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][POSITIVE] Yes, it's old. OK, have a good one.
[AGENT][POSITIVE] OK, thanks for calling APL you too.
[CUSTOMER][NEUTRAL] OK, OK, bye.
[AGENT][NEUTRAL] Bye.