AccountId: 011433970860
ContactId: 81192613-8e26-4661-9e2c-918f20cfd7c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386619 ms
Total Talk Time (AGENT): 96038 ms
Total Talk Time (CUSTOMER): 58603 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/81192613-8e26-4661-9e2c-918f20cfd7c9_20250604T14:16_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEGATIVE] Hi, good morning. Um, I was trying to make a payment online since yesterday. They told me to wait until today. It's still not working.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's your name and group number?
[CUSTOMER][NEUTRAL] My name is [PII]. The group number is 21354 I think.
[AGENT][NEUTRAL] OK. Excuse me.
[CUSTOMER][NEUTRAL] 23154. I'm sorry.
[AGENT][NEUTRAL] 23154.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your email address, the group mailing address and callback number please.
[CUSTOMER][NEUTRAL] [PII]. It's [PII].
[CUSTOMER][NEUTRAL] Um, what else? Sorry?
[AGENT][NEUTRAL] Um, callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEGATIVE] Uh not showing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see 2314.
[AGENT][NEUTRAL] They must be making what invoice were you trying to submit because I see an invoice was submitted.
[CUSTOMER][NEUTRAL] Um, the June invoice?
[AGENT][POSITIVE] Yes ma'am show that it was submitted um.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] It's invoice 639-0329.
[AGENT][NEUTRAL] Yes ma'am, it looks like it was.
[AGENT][NEUTRAL] That's different. It looks like it's uh shows it's been submitted.
[AGENT][NEUTRAL] So I don't show it in the system yet, but it does show it looks like on this uh OSD screen looks like it was submitted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, but the submitted mean it was paid because I didn't get any confirmation or anything.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me see if I can get a group billing rep for you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh it's so annoying.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, Ms. [PII], I'm so sorry. It looks like, um, they're in a meeting, but I can send a request for a call back or email back, uh, if it has been updated in our system.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] OK, and your email address, is it [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK, yes ma'am, I'll send that request so someone can get in contact with you as soon as possible.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][POSITIVE] Yes, ma'am. Thank you so much. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm bye bye.