AccountId: 011433970860
ContactId: 786cae4a-3216-4e0e-8fb2-b8fa07987ea4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100239 ms
Total Talk Time (AGENT): 36430 ms
Total Talk Time (CUSTOMER): 61760 ms
Interruptions: 1
Overall Sentiment: AGENT=4.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/786cae4a-3216-4e0e-8fb2-b8fa07987ea4_20250603T15:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Um, yes, I'm trying to pay my bill online and I know yesterday y'all were doing some maintenance and so I couldn't do it yesterday. Today I can access the account information and everything, but I tried to submit a payment and I kept getting an error message and now I don't even see the option to try to submit that payment again and I, I'm not sure what to do at this point.
[AGENT][NEUTRAL] OK, um, yes, they are still working on the website, so it's still a little wonky. Um, so we do apologize for that inconvenience. Um, I can pull your group.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] No, no, no, no, that's fine. I just.
[CUSTOMER][NEUTRAL] That, that, no, I mean I can, I can pay it online. I, I should just check back again tomorrow and see if maybe the, the issues aren't ironed out then.
[AGENT][NEUTRAL] Well, they're telling us um 24 to 48 hours, but I, that's all we're going by right now. So hopefully tomorrow.
[CUSTOMER][NEUTRAL] OK, well, that's what I'll do is I'll, uh, because like I said they all my information to process the payment online is there. It's just a matter of clicking some buttons once it's actually up and running, you know, yeah, so I, I'll just, I'll just check back again tomorrow, see if it's if it's working then and if not, I'll check the next day and, and if I can't process the payment by the end of the week I'll call you guys to process it for me.
[AGENT][POSITIVE] Actually up there, right.
[AGENT][POSITIVE] OK. Well, again, we definitely do apologize for this inconvenience. Um, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.