AccountId: 011433970860
ContactId: 26670838-fbe3-4842-9a54-180406666055
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194940 ms
Total Talk Time (AGENT): 53905 ms
Total Talk Time (CUSTOMER): 81118 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/26670838-fbe3-4842-9a54-180406666055_20250617T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the claims department. I have a miss, um, [PII] with group number 26,090.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She is, um, her callback number is [PII]. Um, she has been verified. She is currently on the OSC trying to pay a bill, but she comes up with an error message or there's an error message saying billing no results or no results. She's trying to pay an invoice.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][NEUTRAL] OK, and again her name is [PII]. Um, one moment please thank you.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to make a payment online.
[AGENT][POSITIVE] All [PII], I can assist you with that.
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] Not letting me.
[AGENT][NEUTRAL] OK, let me get that pulled up real quick.
[AGENT][NEUTRAL] All right, so when do you, are you logged into the system?
[CUSTOMER][NEUTRAL] I am mhm.
[AGENT][NEUTRAL] OK, um, and, uh, under or on the dashboard you clicked my groups and then invoicing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I clicked my group let's see.
[CUSTOMER][NEUTRAL] I'm trying to see where invoicing, OK, I see that due to scheduling maintenances ability to download your invoice.
[CUSTOMER][NEUTRAL] It's not available for assistance, please call. it's letting me put a mouse over the invoice. Do I click it to see?
[AGENT][NEUTRAL] Yeah, click the invoice number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then um that's where your the details will show up and that's where you'll reconcile it and um in order to submit it it's up kind of in the top right corner well not very top but.
[CUSTOMER][NEUTRAL] I see it yeah it says submit invoice.
[AGENT][NEUTRAL] Yes, ma'am, and then you follow the prompt.
[CUSTOMER][NEUTRAL] OK, I don't know, I kept going under the resource center.
[CUSTOMER][POSITIVE] So, OK, OK, OK, alright, yeah, I've got it now then OK and I'm gonna write this down so I'll remember where to go right, thank you so much for your help.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Uh, alrighty.
[AGENT][POSITIVE] No problem. You're, you're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] All [PII]. Thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you