AccountId: 011433970860
ContactId: 6689b659-144a-4174-8461-2420aed8c85f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59220 ms
Total Talk Time (AGENT): 31741 ms
Total Talk Time (CUSTOMER): 26549 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/6689b659-144a-4174-8461-2420aed8c85f_20250603T19:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um.
[CUSTOMER][NEGATIVE] I have been having issues. I just, um, I just created an account with the OSC, um, I guess we had to create an account all over again. I finally was able to get it in, but now I'm having issues trying to pay my bill as I usually do every month.
[AGENT][NEUTRAL] Yes, yes, ma'am, so our, um, the pay we we've been having issues with, uh, paying the invoices today, um, so, um, the only thing we can really suggest is you can pay it over the phone with the debit card or credit card or just give it another day or so and try it again.
[CUSTOMER][NEUTRAL] OK, when does a late fee or what's the grace period?
[AGENT][NEUTRAL] We're we're hoping it will be fixed here pretty soon.
[AGENT][NEUTRAL] You don't, that we don't have any. You have until the, you have the whole month of June to get the payment in.
[CUSTOMER][POSITIVE] OK, sounds good thanks I'll try back.
[AGENT][POSITIVE] You're welcome.