AccountId: 011433970860
ContactId: 38dd89fa-9bc1-4175-ba93-8396281ccc71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232960 ms
Total Talk Time (AGENT): 94835 ms
Total Talk Time (CUSTOMER): 100549 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/38dd89fa-9bc1-4175-ba93-8396281ccc71_20250623T20:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and billing. How may I help you?
[CUSTOMER][NEGATIVE] Hey, I'm logged into your uh online service center and whenever I click an invoice it tells me that it can't find it.
[AGENT][POSITIVE] OK, I can help you with that one.
[CUSTOMER][NEUTRAL] Oh, I'm trying to pay.
[CUSTOMER][NEGATIVE] Just trying to pay down my whole bill with you guys.
[AGENT][NEUTRAL] And what is
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, [PII]. Thank you.
[AGENT][NEUTRAL] And um what's a good call back number for you?
[AGENT][NEUTRAL] Just in case.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. And what group number uh are you calling about?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it's working now 25,920.
[AGENT][NEUTRAL] 25,920.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is for Lion Power LLC.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And can you verify your address, please? The group address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and can you verify the email address that we have on file please?
[CUSTOMER][NEUTRAL] [PII] oh no sorry, [PII]
[CUSTOMER][NEUTRAL] And my prior that comes.
[AGENT][NEUTRAL] OK, thank you so much so you was trying to get online uh and pay your invoice is that what you're saying? And it wasn't working?
[CUSTOMER][NEUTRAL] Yeah, and whenever I, whenever I click the invoice, it just said you can't see these, something went wrong, so I did it on all three that I owe you guys.
[CUSTOMER][NEGATIVE] And none of them worked so I called, but then I went to the resource center and when I went to the resource center, it asked me to log in there, so I did. And now that I'm back, it's letting me in. So something's wrong with your new site or something.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Um, but I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am trying to
[CUSTOMER][NEUTRAL] Submit this invoice let a paper check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Today, make sure that I have the right account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you're gonna pay, are you paying it online? Are you paying it?
[AGENT][NEUTRAL] Buy a paper check.
[CUSTOMER][NEUTRAL] I can, I can pay right now with you over the phone or I can pay them online.
[AGENT][NEUTRAL] If you want to pay it online.
[AGENT][NEUTRAL] If you want to pay it online, you can just say instead of paper check, you put ACH.
[AGENT][NEUTRAL] You select that.
[CUSTOMER][NEUTRAL] I get that. I got it and that's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's easy.
[CUSTOMER][POSITIVE] Yeah, I'll go ahead and do that. Looks like uh I was able to get the first one done, so I was uh.
[AGENT][NEUTRAL] And was there any changes? Is there any changes on your invoice? If there is, you can make those as well before you make your payment?
[CUSTOMER][NEUTRAL] Just this nafu and.
[CUSTOMER][NEUTRAL] What kind of changes would I have normally?
[AGENT][NEUTRAL] Well, if someone come off your invoice or you know maybe someone quit or.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] What have you.
[CUSTOMER][NEUTRAL] No, no, we're all set.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alrighty, yeah, thanks. That's easy one for you today. I, that's all I needed.
[AGENT][NEUTRAL] OK, [PII], is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, no, no, I'll let you go.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.