AccountId: 011433970860
ContactId: 2f9ea2ed-9c72-4a79-a588-8fe2683c4596
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199860 ms
Total Talk Time (AGENT): 88157 ms
Total Talk Time (CUSTOMER): 69616 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/2f9ea2ed-9c72-4a79-a588-8fe2683c4596_20250603T20:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Um, I'm with Ferrati Group of America. I'm the, uh, administrator of the account.
[CUSTOMER][NEUTRAL] Um, and I want a copy of the bill. Now they, you created this new website and I've, I've gone ahead and registered the account and I'm online, but I don't see a PDF version of the bill. How do I get that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, to be honest, there's been a lot of glitches, so that may, it may not be available on there. You don't see like the, you see the invoices, you just don't see like that link it used to have for it to go to the PDF?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] That could just be an error for right now because we're having a lot of technical issues. The new website just launched on Friday. Um, I can, I can email you the invoices if you'd like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Um, may I have your group number and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. The group number is 19145.
[CUSTOMER][NEUTRAL] And uh the phone number.
[CUSTOMER][NEUTRAL] I give you the general [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And which invoices are you needing?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Which invoices um are you needing? Mhm.
[CUSTOMER][NEUTRAL] Invoices.
[CUSTOMER][NEUTRAL] Uh, for the last in March, which is, I guess, for May.
[AGENT][NEUTRAL] OK, and I just need you, well you already gave me the group name. I just need you to verify your um email address and the group physical address.
[CUSTOMER][NEUTRAL] Sure. So the uh email address is [PII].
[AGENT][NEUTRAL] Thank you for that, and you said, oh, it's in arrears, so the [PII] bill.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'll go ahead and email this to you and you want me to email it to the email here on file?
[CUSTOMER][NEUTRAL] Yes, uh, which is [PII].
[AGENT][NEUTRAL] Hold on one moment. Oh this is.
[AGENT][NEUTRAL] Sorry, right when I started doing the email, the invoice popped up and and stopped everything. Hold on one second.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so I got the invoice up and
[AGENT][NEUTRAL] Let me look at that email again, hold on one moment.
[AGENT][NEUTRAL] Yeah, [PII]. OK, I'll go ahead and send this over to you now.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] You're very welcome, and we're so sorry for the inconvenience, but we are working on it.
[CUSTOMER][POSITIVE] OK awesome thanks.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.