AccountId: 011433970860
ContactId: 351c37b5-dddd-461a-94a2-966afb9687f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104599 ms
Total Talk Time (AGENT): 27948 ms
Total Talk Time (CUSTOMER): 53399 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/351c37b5-dddd-461a-94a2-966afb9687f6_20250425T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, oh, it just showed up. I was calling because um my billing there was they weren't showing any open invoices, but literally as we were on the phone it showed up.
[AGENT][NEUTRAL] OK, on the online service center.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Let me see if I can.
[CUSTOMER][NEUTRAL] Let me just make sure.
[CUSTOMER][NEUTRAL] I can see it and pay it.
[CUSTOMER][NEUTRAL] And this will be a monthly bill, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK then it now that it's showing up, all is good we will get this paid. Can we print invoice from invoices?
[CUSTOMER][NEUTRAL] Where is the option to pay?
[AGENT][NEUTRAL] You'll have to click on the billing details and let um or click on the invoice number and let the billing details open up at the bottom of your screen and from there that's where you'll reconcile and make any changes and submit and pay your invoice.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Oh, I see submit invoice and then it'll take us to the payment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I see. OK, great. Thank you so much. We will get on that now.
[AGENT][POSITIVE] You're welcome. No problem.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Right