AccountId: 011433970860
ContactId: 2d9a91fb-4214-4a3c-bee9-4e43a5e38d53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76550 ms
Total Talk Time (AGENT): 45016 ms
Total Talk Time (CUSTOMER): 29621 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/2d9a91fb-4214-4a3c-bee9-4e43a5e38d53_20250602T15:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] [PII], this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes ma'am, I was trying to log on online to print our monthly invoice and it's saying that it can't find an account for me. This is the first time I've ever had this issue, so I'm not sure what to do.
[AGENT][NEUTRAL] Yes, ma'am. Our online service center is, is down at the moment. We're working on it. Let me verify that we have all your information correct. What is your group number?
[CUSTOMER][NEUTRAL] My name, first name is [PII]
[AGENT][NEUTRAL] OK, [PII], do you have your group number for me?
[CUSTOMER][NEUTRAL] Uh yes, group number is 25847.
[AGENT][NEUTRAL] OK, and what's the name of your group, [PII]?
[CUSTOMER][NEUTRAL] West Side Dental Group.
[AGENT][NEUTRAL] With my dental work, OK. Can you verify the address for the birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is your email please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. I understand you're trying to download your invoice. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. We did some upgrades to our online services over the weekend. So right now it is down. We have reported all of the issues. They should be fixed shortly. Um, you can try again later today. Um, it should be fixed pretty shortly, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm sorry for the inconvenience. You're welcome. You have a great day.
[CUSTOMER][POSITIVE] OK thank you I appreciate your help. That's OK thank you right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.