AccountId: 011433970860
ContactId: 200de3d8-6029-46d0-80e2-9a26d1e54288
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389779 ms
Total Talk Time (AGENT): 150943 ms
Total Talk Time (CUSTOMER): 135602 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/200de3d8-6029-46d0-80e2-9a26d1e54288_20250423T18:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm all right. I have an admin on the line who's calling because they received their invoice but it did not have.
[CUSTOMER][NEUTRAL] Of an amount and it didn't have an invoice number. See it in the portal either.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] What, what, um.
[AGENT][NEUTRAL] You cut out on a lot of that. What's the group number?
[CUSTOMER][NEGATIVE] I've emailed the invoice because yeah I don't know what what's going on with this phone. I don't know and IT can't fix it.
[CUSTOMER][NEUTRAL] Group number is 19658.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Hang on one second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Did they, uh, you say that there's not an amount on it?
[CUSTOMER][NEUTRAL] Nope, or an invoice number, but it's in all base. I emailed it.
[AGENT][NEUTRAL] Did they know who they got it from?
[CUSTOMER][NEUTRAL] She says it's from APL.
[AGENT][NEUTRAL] Um, did she say which invoice it was?
[CUSTOMER][NEUTRAL] I emailed her the invoice but they're wanting to find out what.
[CUSTOMER][NEUTRAL] April, it's dated [PII].
[AGENT][NEUTRAL] I see the amounts on here right right on here.
[CUSTOMER][NEUTRAL] Yeah, I do too. Mhm. Alright, like I said, I emailed an invoice. She's just wondering whether.
[AGENT][NEUTRAL] So what's your question?
[CUSTOMER][NEGATIVE] Well, why can't they see it online? And why doesn't it have their information on it, the invoice number and amount.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Wonder why. Oh, I wonder if it just billed today and it hadn't been pushed out to the online service center.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Out there. I don't know why it's not on the online service center.
[AGENT][NEUTRAL] But the invoice
[AGENT][NEUTRAL] It has amounts on it. Who's on the phone?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] uh [PII].
[AGENT][NEUTRAL] OK, you can send her to me.
[CUSTOMER][POSITIVE] I'm a call. Alright girl, thank you so much have a.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Oh good afternoon, [PII].
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Um, this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi hello?
[AGENT][NEUTRAL] Yes, ma'am. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I don't remember the agent I was just speaking to a few minutes ago.
[CUSTOMER][NEGATIVE] But I um we didn't receive the last invoice.
[CUSTOMER][NEUTRAL] And it didn't show up in our system?
[CUSTOMER][NEUTRAL] When we log in online so I just wanted to check to make sure that was.
[CUSTOMER][POSITIVE] There wasn't an issue going on.
[AGENT][NEUTRAL] OK, yeah, I'm seeing where it's not, it's not loaded out on the online service center but I can email you a copy of it.
[CUSTOMER][NEUTRAL] Why we didn't why we weren't able to see it.
[CUSTOMER][NEGATIVE] No, I got, I, I got the last agent emailed it to me. I just wanted to know why, you know, because I'm hyper hyper vigilant about that, but I don't, I didn't know why we didn't get it. I was like, why didn't we get this invoice? They should have two of them.
[AGENT][NEUTRAL] Um, I'm not.
[AGENT][NEUTRAL] I'm not
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Anyway
[AGENT][NEUTRAL] Let me see. I don't, let me see if anybody else has had any issues. Um, hang on one second, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, um.
[AGENT][NEUTRAL] I don't know. I cannot answer that question. Let me ask somebody else and see if maybe they can give me an answer.
[AGENT][NEUTRAL] Oh, he's in a meeting.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, what's this invoice number 6684?
[AGENT][NEGATIVE] That is so weird.
[CUSTOMER][NEUTRAL] Yeah, even the one that we got one in the mail right with.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] The details, but there was no invoice number on it, and it had a zero amount due.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I was like what? didn't have a due date, nothing.
[AGENT][NEUTRAL] Yeah, I'm not sure about that one,
[AGENT][NEUTRAL] Because the invoice that I'm that I pulled up for [PII] it it's got an invoice number and an amount due so I'm not and I and I'm, I'm not seeing where um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Any other invoices are like that. So I'm not, I I can't answer that question either. Yeah.
[CUSTOMER][NEUTRAL] Yeah, I don't know hopefully it was just a glitch this month, but it doesn't show up online either, so that's another that was another concern again.
[AGENT][NEUTRAL] I'm gonna um
[AGENT][NEUTRAL] I'm gonna put in, um, a request to IT to have them look at that, um, because yeah, that's strange that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's not out there and.
[CUSTOMER][NEUTRAL] OK, so we, we got it now from the agent, so I guess we will just keep an eye on it for next, um, the next billing one.
[AGENT][NEUTRAL] Yes. And in the meantime, I'll put in a request and see what's going on with it.
[CUSTOMER][NEUTRAL] And I think in a couple weeks mhm.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] All righty, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alrighty, nope, I think that's it, appreciate it.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good day as well.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] You you too bye bye.