AccountId: 011433970860
ContactId: 4e3a0c7f-6ec5-4b78-bb11-1b0091bcb9cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1194099 ms
Total Talk Time (AGENT): 304908 ms
Total Talk Time (CUSTOMER): 397776 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4e3a0c7f-6ec5-4b78-bb11-1b0091bcb9cf_20250603T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] and I'm calling on behalf of my group. I am on your new dashboard, which I really like, but I don't know how to get my invoice on the Excel format now, so I was calling to see if somebody could help me with that.
[AGENT][POSITIVE] OK, I can help you with that, [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the group number?
[CUSTOMER][NEUTRAL] It's 25639. I think I mean by heart, so I hope that's it.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK [PII], you spoke with me on the phone earlier.
[CUSTOMER][POSITIVE] Oh, that's what I like, I think I recognize that.
[CUSTOMER][NEGATIVE] That you come for me to rob it. OK, yes, I remember. Oh wow. You're lucky.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEGATIVE] You're lucky you got me again. No, sorry, I've been very annoying today.
[AGENT][NEUTRAL] No, I get it it's brand new we're all going through it, um, so you're looking for your invoices?
[CUSTOMER][NEUTRAL] It's brand new.
[CUSTOMER][NEUTRAL] Yeah, and before I used to be able to uh download the Excel spreadsheet, which is helpful, and now I can only, when I click on the invoice, I can only get it on a PDF format. So, is that the new way of doing things? Is that gonna be moving forward or is there a way that I could get an Excel?
[AGENT][NEUTRAL] You should be able to if you're if you're able to download it as a PDF um you should be able to uh convert it to an Excel spreadsheet through through Adobe if you have Adobe otherwise I believe that's the way it is.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh no. OK. OK, yeah, I was [PII], that was it, yeah.
[AGENT][NEUTRAL] Yeah, yeah, if you're needing it through a spreadsheet you'll just have to convert it.
[CUSTOMER][NEUTRAL] Oh, OK. Oh, you guys were saving me time before. But my only, my other question is, for example, I click, let me go back, I'm a little. OK, so I go into my group, I think, and invoicing, and then when I click on.
[CUSTOMER][NEUTRAL] One second, it's thinking.
[CUSTOMER][NEUTRAL] You're probably getting a lot of calls today, huh, regarding this.
[AGENT][NEUTRAL] Yes, and it just start it just opened yesterday, so we had a lot of them yesterday.
[CUSTOMER][NEUTRAL] Oh, I missed it yesterday. I keep seeing the announcement. I thought it was yesterday. I guess I didn't sign in yesterday. I'm waiting for it to open. How? OK, so now when it opens.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Cause I, I remember being able to download as a PDF, but now it says print coupon, but of course the coupon is just one page, so.
[CUSTOMER][NEUTRAL] It's not
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It says unable to download Goof Report.
[CUSTOMER][NEGATIVE] Please contact a 100 number option for, yeah, I can only print the coupon. It doesn't show me the entire bill.
[CUSTOMER][NEUTRAL] That's my over there.
[AGENT][NEUTRAL] OK, let me see what's going on.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, I am showing an invoice that was sent um with a due date. Let me see what's going on.
[AGENT][NEUTRAL] And you're not, you're only able to.
[CUSTOMER][NEUTRAL] Um, what about
[CUSTOMER][NEUTRAL] Yeah. Sorry.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] No, it's because I'm trying to open an older invoice, not the one for like the recent one, you, I don't have invoices.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I don't know the ones that are coming up is May.
[CUSTOMER][NEUTRAL] [PII], I guess.
[AGENT][NEUTRAL] OK. Because
[CUSTOMER][NEUTRAL] Yeah, and when I click on it, I see.
[AGENT][NEUTRAL] Yeah, it should be when you click on the invoice like OK so I'm seeing the one for [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see, it's pulling up, so give me just a moment.
[AGENT][NEUTRAL] Yeah, I'm showing that there's an option to print coupon or open the invoice. Are you able to do either of those?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, just print the invoice. I don't see the other one, no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That would be nice. Oh.
[AGENT][NEUTRAL] And you're wanting to uh.
[AGENT][NEUTRAL] Print it or how are you wanting?
[CUSTOMER][NEUTRAL] Be able to
[CUSTOMER][NEUTRAL] Yeah, yeah, because I was trying to, I have to convert it to an Excel spreadsheet, so.
[AGENT][NEUTRAL] To do it, OK, yeah.
[CUSTOMER][NEUTRAL] But I did the entire invoice. Mhm.
[AGENT][NEUTRAL] Because it looks like the coupon is just showing.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Use the payment, the, you know, the, the amount that, mhm.
[AGENT][NEUTRAL] Yeah, just for the payment.
[AGENT][NEUTRAL] And then you can open the invoice.
[AGENT][NEUTRAL] And you are able to open the invoice as a PDF you're able to print the coupon.
[CUSTOMER][NEUTRAL] No, no, no, I'm not. No, no, no, what I, I thought I was and it was the coupon. No, I thought it was the, the, the invoice I no, no, it's just the coupon, just one page, yeah, it doesn't show me the rest. No, that's that.
[AGENT][NEUTRAL] Oh, you're not able to
[AGENT][NEGATIVE] Oh, you can't even open the invoice.
[AGENT][NEUTRAL] Oh, OK, OK, give me just a second.
[CUSTOMER][NEUTRAL] Let me go to the last page maybe.
[CUSTOMER][NEUTRAL] Mhm, no.
[AGENT][NEUTRAL] So it only shows to print the coupon correct? I just wanna make sure I'm getting it correct, OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yeah, you're correct, yeah.
[AGENT][NEUTRAL] OK, let me see what's going on because I, I, I was able to open it.
[AGENT][NEUTRAL] So let me see why.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] It's not working for you?
[CUSTOMER][NEUTRAL] Yeah. When I, when I logged in today, it made me like
[CUSTOMER][NEUTRAL] Kind of like a create an account even though I have a sister in account so uh I don't know.
[CUSTOMER][NEUTRAL] Got anything to do with it? Not to mention it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What browser are you using? Are you using Chrome or Edge?
[CUSTOMER][NEUTRAL] Chrome right now.
[AGENT][NEUTRAL] Pro, OK, OK, just checking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see why it's not letting you.
[AGENT][NEUTRAL] Do that because you should be able to through the invoicing.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this is for a past invoice um are you able to open up any of the invoices, including the new one?
[CUSTOMER][NEUTRAL] That makes sense.
[CUSTOMER][NEUTRAL] So the new one, the new one was telling me earlier that it wasn't available, but let me try this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Invoices.
[CUSTOMER][NEGATIVE] What about oh maybe I should with employees that's not.
[CUSTOMER][POSITIVE] I mean, I like what they did though.
[CUSTOMER][NEUTRAL] If they unable to find the invoice you're looking for, if it is errors persist, please contact customer service at, you know, your number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I will go ahead and put down um
[CUSTOMER][NEUTRAL] A ticket for me?
[AGENT][NEUTRAL] An IT ticket. Uh, if you would like, I can send you the invoice that you would like through the email. Um, give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, that would be helpful in the meantime.
[AGENT][NEUTRAL] OK, let me see if I can pull it up.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] From me, let me double check.
[CUSTOMER][POSITIVE] OK cool.
[AGENT][NEUTRAL] OK and so are you wanting to look at the invoice it shows paid invoices from.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, 59 2025.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, yeah, just, um, I'm doing a, I'm revamping my reconciliation process, so no, I needed to, I needed to download it again. Um, if you could send me the 1 [PII] through May, those 3, that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you want me to send you a copy of the new ones, the new one as well that shows the bill date on.
[CUSTOMER][NEUTRAL] [PII], April
[CUSTOMER][POSITIVE] Yes, that would, yes, yes, so I can go with that one,
[AGENT][NEUTRAL] [PII], OK, OK, so you'll get 4 of them.
[AGENT][NEUTRAL] Um, give me just a moment so that we can do that together, just in case.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] Can you give me just a moment so that I can get all 4 of them in here.
[AGENT][NEUTRAL] And you want them emailed or faxed?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and, uh, the Balfaro is current is the one you'd like it sent to? OK, just wanted to make sure before I send it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me see if I can send them all in one so that you're not gonna get 6000 emails from me.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and last one is the most recent.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I apologize. I'm not able to change the names of the attachments and they make zero sense to me, so you're gonna have to open them up to see which one is which and when you save them you might save the, you might want to change the names because.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] They're funky names.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mm mm. That's funny.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] We're waiting for them to come through, right?
[AGENT][NEUTRAL] OK. Yes, I'm just getting ready to send them to you to make sure that it's sent and then while we're on the phone, I'll put in that um.
[AGENT][NEUTRAL] Ticket as well.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me make sure 1234 all there.
[AGENT][NEUTRAL] OK doke.
[AGENT][NEUTRAL] I just sent it.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Now let me put in a uh ticket for the IT.
[CUSTOMER][NEUTRAL] Yeah, and um, just to, to be clear, they're not gonna be on Excel format anymore. That's what you say.
[AGENT][NEUTRAL] I don't believe so, um.
[AGENT][NEUTRAL] I can double check and ask.
[CUSTOMER][NEUTRAL] Yeah, I thought you asked that too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes sir. Hey, it was such a help having it. I was so happy with that. You know, it was one less thing to do.
[CUSTOMER][NEGATIVE] So, and then broke my heart with the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let me see here.
[AGENT][NEUTRAL] OK, that was invoice not found.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What did the error message say? Did it just say that it's not found or?
[CUSTOMER][NEUTRAL] Oh, what did he say?
[CUSTOMER][NEGATIVE] Yeah, that it was not available.
[CUSTOMER][NEUTRAL] Something like that. Oh, I can't remember now.
[CUSTOMER][NEUTRAL] I can try again and tell you exactly what it says.
[AGENT][NEUTRAL] And it was, was it all of the invoices or was it just that one, the new, the new ones?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Just to make sure.
[CUSTOMER][NEGATIVE] No, the new one, it was not available at all. So,
[AGENT][NEUTRAL] OK, so I need to get that one. Were you able to open up any of the others?
[CUSTOMER][NEUTRAL] That's why I'm trying another one because I wasn't, but let me try a different one. Let's see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, let me open the one for February.
[CUSTOMER][NEUTRAL] OK, this one, well, kinda opens. It only allows me to print the coupon.
[CUSTOMER][NEUTRAL] Um, but it does show me the employee billing details, all the names.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it, yeah, it only allows you to bring the coupon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And yes, and the most recent one.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, I got your email.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Hold on, let me see this one. Let me tell you what it says.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Everybody can get trying to figure out.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] You think, oh.
[AGENT][NEUTRAL] You mean just and how would you like us um.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] To contact you in regards to the error phone email.
[CUSTOMER][NEUTRAL] Um, I think that's fine.
[AGENT][NEUTRAL] Female? OK.
[CUSTOMER][POSITIVE] Or fun, which is, mhm, you know, yeah.
[AGENT][NEUTRAL] Whichever, OK, OK.
[CUSTOMER][NEUTRAL] No, we don't say both.
[AGENT][NEUTRAL] Give me just a moment while I fill out this ticket.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And by the way, you will be transfer me to the right person and she was able to help me. Thank you earlier.
[AGENT][NEUTRAL] Yes, we're gonna have someone from IT look into it and then they will be the one to contact you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] All right, perfect, thank you. I promise I won't call you back.
[AGENT][POSITIVE] Alright, is there anything else I can help you with? No, it is OK. Keep calling. We wanna make sure that this is as user friendly as possible. We're trying to work out all the kinks, so hopefully it'll all be, it'll all be gravy soon, so don't worry.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][MIXED] and I like how it looks and how you have separated, you know, the dashboard looks nice. I just hate that part that they got rid of the Excel format.
[CUSTOMER][POSITIVE] Thank you very much. You have a wonderful day.
[AGENT][NEUTRAL] I know, I.
[AGENT][POSITIVE] Alright, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] OK.