AccountId: 011433970860
ContactId: 2a73a8ba-94e4-4e8d-9598-19261afbb0cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78660 ms
Total Talk Time (AGENT): 26859 ms
Total Talk Time (CUSTOMER): 59186 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/2a73a8ba-94e4-4e8d-9598-19261afbb0cb_20250527T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from Eye Physicians of Florida.
[CUSTOMER][NEGATIVE] And I'm trying to access my invoice for June and I, it's giving me an error and I tried a few different uh browser at different time all morning and I'm still getting a whoops has been an error and then to call customer service.
[AGENT][NEUTRAL] Um, we're actually
[CUSTOMER][NEUTRAL] Uh, if that pursue.
[AGENT][POSITIVE] Yeah, we're actually experiencing some um technical difficulties right now. If you can try at the end of the day or first thing in the morning, sorry about that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Of course, uh, no problem. I just don't wanna be late thing and have any issues and you're switching website, is that correct? I got a pop up when I got in? Are you, or, uh, OK, tomorrow, right? Or?
[AGENT][POSITIVE] That's correct, yes, yeah, there's.
[AGENT][NEUTRAL] It's just an upgrade.
[CUSTOMER][NEUTRAL] I I think I recall.
[AGENT][NEUTRAL] Yeah, it's just an upgrade to our site. The the website name and everything the same, but it's we're upgrading the site, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, perfect. Alright, so it's probably OK because it's and probably due to that also, alright.
[CUSTOMER][POSITIVE] All right. Well, thank you so much. I appreciate your help and then we'll try later on tomorrow.
[AGENT][POSITIVE] OK, thank you so much. Appreciate it.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Yeah.