AccountId: 011433970860
ContactId: 61ce2c6e-9afc-4e3f-a713-4f3e08ff9894
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103080 ms
Total Talk Time (AGENT): 35459 ms
Total Talk Time (CUSTOMER): 61931 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/61ce2c6e-9afc-4e3f-a713-4f3e08ff9894_20250603T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm using your new um site and I have a question um are the invoices no longer available in Excel?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you uh a group is this for a group?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, OK, are you looking for one that has not been paid yet or are you looking at past invoices?
[CUSTOMER][NEUTRAL] No, I'm just looking. I need to go back and like record two invoices and separate, you know, they pay for a group, so I need to, you know, so do they not, do they not, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] I'm looking on your website and I can't find it anywhere.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just, I, it's not, I don't know is the website actually usable at the moment because I know it's new, so it's kind of.
[AGENT][NEUTRAL] It, yes, yes, it did launch yesterday and it was a bit um it did have some hiccups um there might still be some hiccups um let me just confirm um you did create a new account uh for the group correct on the website?
[CUSTOMER][NEGATIVE] It's kind of not very user friendly.
[CUSTOMER][NEGATIVE] Yeah, I'm, I'm in here. Yeah, yeah, I, I'm in here and I'm looking and I, I called and I had somebody and I had somebody send me the invoices, but they do me no good because I have to take everything in that invoice and put it in Excel so that's kind of stupid when you guys had the option before, uh, so do you not have that option available anymore to download.
[AGENT][NEUTRAL] OK, OK. I wanted to make sure.
[AGENT][NEUTRAL] Right, and I
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I lost you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Oh, fuck my life. Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?