AccountId: 011433970860
ContactId: 2285e884-da3c-4a5f-8e31-ec7238ada1e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300720 ms
Total Talk Time (AGENT): 136089 ms
Total Talk Time (CUSTOMER): 101952 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/2285e884-da3c-4a5f-8e31-ec7238ada1e6_20250527T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, this is [PII] with Reverso pumps.
[CUSTOMER][NEUTRAL] Um, I seem to be having a little bit of difficulty with the website this morning, um, and pulling down our invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is, I understand that you're transitioning over to another platform, um, for that.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Um, is it possible to get a copy of our invoice emailed to me?
[AGENT][NEUTRAL] Um, all right, Ms. [PII], um, that will be someone with billing. Do you mind if I go ahead and transfer you, um, to them? Um, I can just take the information for the group and I will go ahead and, um, provide the information. Does that sound good?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] Um, the group number, oh sorry, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No you're good the group members.
[CUSTOMER][NEUTRAL] The the group the group number is 22233.
[AGENT][POSITIVE] Alright, thank you very much. And you said your name is Miss [PII]?
[AGENT][NEUTRAL] OK, and we're having troubles with the invoice.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And the email.
[AGENT][NEUTRAL] All right, thank you very much. And is the callback number um the one ending in [PII]?
[CUSTOMER][NEUTRAL] That I never call myself. Hold on one second.
[CUSTOMER][NEUTRAL] Yes, yes, that's it.
[AGENT][NEUTRAL] All right. I will go ahead and place you on a brief hold while I connect you with um with billing. All right?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Ms. [PII] with Rosa Palm Group 22.
[AGENT][NEUTRAL] 233.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And who? What's the person's name?
[AGENT][NEUTRAL] Um, she's uh, [PII].
[AGENT][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Um, she is having troubles with um accessing the invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, the online service center is down.
[AGENT][NEUTRAL] Um, and
[AGENT][NEUTRAL] And was asking if we could um email it to her.
[CUSTOMER][NEUTRAL] Yes, um, is the email address on EMPL the correct email address? Well, that's the only one I can email it to anyway, but yes, I'll get it emailed over to her shortly and it's my computer.
[CUSTOMER][NEUTRAL] Um, starts acting right.
[AGENT][NEGATIVE] It's slow on us. Yeah, it's slow on me too.
[AGENT][NEUTRAL] Oh, the lion.
[CUSTOMER][NEUTRAL] Mm, alright, so [PII], does [PII] know that the email address that we have on file is the only one I I can send it to, right?
[AGENT][NEUTRAL] Um, I was not able to get on to that because I wasn't too familiar with it.
[CUSTOMER][NEUTRAL] OK, well I'll email it to the email address that we have on file, but that's, that's the only one I can send it to.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. All right.
[AGENT][NEUTRAL] All right, and if she asks for that email to be changed, um, that will still have to be through y'all, right? in case there's anything that she says that.
[CUSTOMER][NEUTRAL] It would have to go through.
[CUSTOMER][NEUTRAL] It would have to need to be sent through an email to the care team.
[AGENT][POSITIVE] OK, all right, perfect.
[CUSTOMER][NEUTRAL] And it needs to be the contact person that's changing it, [PII] or [PII].
[AGENT][POSITIVE] All right, I got it. All right, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, Miss [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I, I got someone from billing to go ahead um that went ahead and is working on the email um to be sent with the, uh, let's see, the invoice, um, it is, it will be received only in the email that we have on file.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] All right. All right. um, and it should, you should receive it in a couple of minutes.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] And you're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] All right, you too.