AccountId: 011433970860
ContactId: 5d374640-c5c4-47bd-9dbc-5e4b9afb5ecc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114419 ms
Total Talk Time (AGENT): 28230 ms
Total Talk Time (CUSTOMER): 79690 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/5d374640-c5c4-47bd-9dbc-5e4b9afb5ecc_20250610T13:04_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I just went like online to pay my monthly bill, uh, for a company and I don't know, something weird it was happening with the system and it made me like create a new user account on your online service center so I did that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, like the usual link that I follow wasn't working and it's saying it wasn't recognizing my email, created an account, it's, I see our information there, but I don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See any way of paying.
[CUSTOMER][NEGATIVE] Having a hard time paying which should be easy.
[AGENT][NEUTRAL] OK, um, well, I can.
[AGENT][NEUTRAL] Yes, I can help you. Um, the online service center, yes, we launched a new website about two weeks ago, um, which uses the email address now. So you, you signed up and you're OK with that part, right, because we were having some errors. OK, good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm in, I just, like, when I go to invoicing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and I click on the invoice.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, now something different is happening. OK, after again please submit invoice, um, hang on, let me see what I click this.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] What happens? uh ACH next. OK, so now it so a little while ago it wasn't doing any of this.
[CUSTOMER][POSITIVE] OK, now I was able to get it done. I think it was just taking a really long time for everything to load on my end and uh.
[AGENT][NEUTRAL] You OK?
[CUSTOMER][NEUTRAL] And actually look when I went to the dashboard nothing was showing but now there are things showing and I just made the payment so thank you for just listening to me I guess right.
[AGENT][NEUTRAL] I just wanted you to call me.
[CUSTOMER][POSITIVE] Yeah, I think so. Have a great day. I appreciate it.
[AGENT][POSITIVE] Alright, you also thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.