AccountId: 011433970860
ContactId: 2db019ed-8145-4c66-879a-90405f4b19bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348399 ms
Total Talk Time (AGENT): 164882 ms
Total Talk Time (CUSTOMER): 114035 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/2db019ed-8145-4c66-879a-90405f4b19bc_20250527T14:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh, hi, [PII], my name is [PII]. I was calling because we received a notification that we had an invoice due, and I'm trying to go online and pay it, but I am not having any luck. It just keeps throwing me error messages.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, [PII], OK, um, can I please get your group number, sir?
[CUSTOMER][NEUTRAL] Oh let me see, yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Where would I find that if it's not loading?
[AGENT][NEUTRAL] Um, what is the name of your group, and I can look it up.
[CUSTOMER][NEUTRAL] OK, if it's a brown.
[CUSTOMER][NEUTRAL] I'mma Moore, M 00 R E.
[CUSTOMER][NEUTRAL] And spelled out.
[CUSTOMER][NEUTRAL] Ensler, which is E N as in Nancy, D as in David, L E R L L C.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] And our computer
[AGENT][MIXED] Is having a few issues right now and I appreciate you being patient with with me because it's it's being very slow.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Yeah, of course, I understand.
[AGENT][NEUTRAL] OK, OK, let me give you your group number it's 25587.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me pull up your group we'll just need to verify you real quick.
[AGENT][NEUTRAL] OK, [PII], can you please give me your call back number sir just in case the calls dropped I'll be able to call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then I also need for you to please verify your address and email address that's on your group contact information.
[CUSTOMER][NEUTRAL] OK, uh, let's see.
[CUSTOMER][NEUTRAL] I just wanna make sure I'm giving you the right address, yep, so it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And you said you need the email as well?
[AGENT][NEUTRAL] Yes, sir, your email address.
[CUSTOMER][NEUTRAL] Yeah, yeah, it should just be [PII].
[AGENT][NEUTRAL] Thank you I appreciate you verifying that and like I said we're having some issues with our computer right now with the online service center so it is, it has been addressed they are working on it. You have two options you can either wait for them to finish working on it, which we don't have a time frame on that at this time or if you want me to transfer you to the billing department, you can pay your invoice over the phone.
[CUSTOMER][NEUTRAL] Um, yeah, that, that would be fine. I'll go ahead and, and pay it so I can mark it off the list.
[AGENT][NEUTRAL] OK, and what is your invoice number that you're paying, sir?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I don't know um the the email doesn't list the invoice number and it's not, yeah, it's not loading sorry.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK alright that's fine they can look it up for you so it's gonna be a brief hold while I transfer you on over to group billing so that they can take your payment over the phone, Mr. [PII].
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][POSITIVE] Alright. Well, you have a wonderful day and thank you for calling APL. It's gonna be a quick hold.
[CUSTOMER][POSITIVE] All right. Yes, thank you so much, you too.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] For calling ATL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] in the care team. I've got um
[AGENT][NEUTRAL] Mr. [PII] on the phone. He is with group number 25587.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have verified him of course our online service center is giving us difficulties right now and they're not able to pay the invoice there, so he would like to take his invoice over the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just got one call about that myself.
[AGENT][NEUTRAL] Yeah, he'd like to pay his over the phone and he doesn't know his information because he can't get into the online service center to give it to you.
[CUSTOMER][NEGATIVE] Oh gosh, yeah, I gotta see. I gotta see if I can get in to see if the total is. Give me just a second. I may have to call them back because I gotta call another group back. This is a mess today isn't it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's OK. You can go ahead and send it to.
[AGENT][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you so much. Let me give you a callback number. It's [PII].
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, I'll be glad to help you. Thank you so much.
[AGENT][POSITIVE] You're welcome [PII] have a blessed day bye bye.
[CUSTOMER][NEUTRAL] You too. You too, ma'am. Bye-bye.