AccountId: 011433970860
ContactId: 1c1b1e83-f61a-41c0-b26d-d572dd3b6c8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172029 ms
Total Talk Time (AGENT): 68670 ms
Total Talk Time (CUSTOMER): 91642 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/1c1b1e83-f61a-41c0-b26d-d572dd3b6c8e_20250425T13:54_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] on the care team. I've got a group on the line that needs to pay their invoice.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 26616
[AGENT][NEUTRAL] And who's on the farm?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And I've got her call back too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Callbacks [PII].
[AGENT][POSITIVE] All righty, send it to me.
[CUSTOMER][NEUTRAL] OK, I'm gonna get her on the line and let her know I'm, I'm transferring to you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK, [PII], I've got [PII] and billing. She's gonna assist you today.
[CUSTOMER][POSITIVE] OK, thank you so much. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good morning, [PII]. Like she said, my name is [PII] and I'll be helping you uh get that invoice paid today. Let me get everything pulled up and I will be glad.
[CUSTOMER][NEUTRAL] Well [PII], actually do you guys do you guys mail out our invoices right now for the city of [PII] or email it to someone?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] They're um mailed out each month and they um and the contact that we have on file [PII] gets an email when the invoices are generated so she can go online and view them on our online service center.
[CUSTOMER][NEUTRAL] OK, so we're not set up for the online service center because the young lady that I was just speaking to, I was explaining to her we don't pay online we have the invoices come to us and then we process it and finance cuts a check and sends it so we don't do it online yeah so if I'm not making a payment today I just wanted to make sure that you guys, you know, we're still mailing them out to us so we can get them processed.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Yes, they're being mailed out each month, each month.
[CUSTOMER][POSITIVE] Or emailing the where we could view it OK where we can view it and print it and get it over to uh finance either one is fine.
[AGENT][NEUTRAL] Um, well, [PII] would need to set up her online service in her account. She currently has not set it up yet.
[CUSTOMER][NEUTRAL] Right, and she forward that to me since I do the processing of the bills. Do I need to set it up or can only [PII] set it up?
[AGENT][NEUTRAL] Since she's our main contact on file, she would need to be the one that sets it up and then what she can do is just set a generic user name and password so both of y'all can um log in if need be.
[CUSTOMER][NEUTRAL] OK, so I'll let her know that I can't do it she'll have to do it and for herself.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright bye bye mhm.
[CUSTOMER][NEGATIVE] Not a thing.
[AGENT][POSITIVE] Alrighty, well, thank you for calling APL and you have a good day and a good weekend.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I