AccountId: 011433970860
ContactId: 70d4943c-2980-4434-8346-938d9f291d77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105660 ms
Total Talk Time (AGENT): 53000 ms
Total Talk Time (CUSTOMER): 50649 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/70d4943c-2980-4434-8346-938d9f291d77_20250603T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with uh the care team. I have a [PII] on the line for group number 261-96.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I, I had a question, um, so on the new OSC she tried to submit her payment she verified it and she got an error message.
[AGENT][NEGATIVE] Yeah, they're having issues with it.
[CUSTOMER][NEUTRAL] Um, when I
[CUSTOMER][NEUTRAL] OK, now I see it whenever I looked on.
[CUSTOMER][NEUTRAL] The our our side it shows open invoices and then it shows submitted invoices. Does the submitted invoices mean that it's been paid or does she need to pay over the phone?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It just means it's been submitted. No, it just means it's submitted. If it's still in submitted status, she's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she doesn't need to pay over the phone?
[AGENT][NEUTRAL] No, um, unless, unless for whatever reason it.
[AGENT][NEGATIVE] Bounces back and gives her another error message. I know earlier we had several groups, yeah, we've had several groups try to submit the invoice and it gives them the error message but it still shows and submitted and then all of a sudden it show it pops back up in the open invoice.
[CUSTOMER][NEUTRAL] It's done it twice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so as long as it shows submitted.
[AGENT][NEUTRAL] So if it's still showing and submitted, he's fine, yeah.
[CUSTOMER][NEUTRAL] OK, I just wanted to confirm with you.
[AGENT][POSITIVE] But I would also, yeah, I would also recommend to her to check it again like tomorrow to make sure.
[AGENT][NEUTRAL] It goes through.
[AGENT][NEUTRAL] Just because of all the other groups having issues.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for that information. I will let her know.
[AGENT][POSITIVE] You're welcome. No problem.
[CUSTOMER][NEUTRAL] Alright, bye.