AccountId: 011433970860
ContactId: 8e1aaa4a-3074-4c2c-97e3-2cc6ad040776
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230500 ms
Total Talk Time (AGENT): 88749 ms
Total Talk Time (CUSTOMER): 129758 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8e1aaa4a-3074-4c2c-97e3-2cc6ad040776_20250602T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hello, my name is [PII]. I am the CFO for the area agency on HGra County. Our employees are, um, uh, we have a group for our employees under you, and, um, I am having trouble to get to the site and I believe that I may have a past due invoice, so I tried all possible emails for the account and after verifying it gets uh.
[CUSTOMER][NEUTRAL] It doesn't recognize the email. I can give you, give you the group ID for our company is 26121.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I was
[AGENT][NEUTRAL] I'm sorry, go ahead, I didn't mean to interrupt.
[CUSTOMER][NEGATIVE] I was almost certain, yeah, I'm sorry, I was almost certain that it was on my, my email, but it's not working.
[AGENT][NEUTRAL] Well, they just launched.
[CUSTOMER][NEUTRAL] And I try also with the group, but
[CUSTOMER][NEUTRAL] Yes, go ahead, sorry.
[AGENT][NEUTRAL] Yes ma'am, no, it's OK. I apologize, I think there's a little bit of a delay in our call they just launched a new site we have a new online service center and they're having a few issues this morning that our IT department is working on, um, but I'm going to take a look, let's see, what was your name again?
[CUSTOMER][NEUTRAL] [PII]. Uh let me spell it for you because I have a very strong accent. So [PII] is [PII]. And [PII] is [PII]
[AGENT][NEUTRAL] Oh yes, ma'am.
[AGENT][POSITIVE] Thank you so much. Would you verify your group's mailing address and phone number for me so I make sure I have the right account?
[CUSTOMER][NEUTRAL] Yes, um, the address is uh.
[CUSTOMER][NEUTRAL] Sorry, I'm repeating the address in in Spanish in my mind. I'm trying to translate it into English. I'm sorry. So it's [PII].
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] Uh, it's probably under my cell phone number which is [PII].
[AGENT][NEUTRAL] Do you have one with the area code 954?
[CUSTOMER][NEUTRAL] Yes, [PII], or if it is not that one, it's gonna be ending in 9620.
[AGENT][NEUTRAL] OK, I do have that first one. let's see, and it was 26. I do not see any open invoices. I see that, um, well, it looks like when it looks like it's processed today, the most recent invoice.
[CUSTOMER][NEUTRAL] Oh, OK. OK. So we are current.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Yes ma'am, absolutely actually, you know, I would say ahead because this one isn't even due until the [PII], so you guys are good to go. Let me just see here.
[AGENT][NEUTRAL] Yeah, it looks like it was a
[AGENT][NEUTRAL] Yeah, paid online, yes ma'am, so you guys are all current.
[CUSTOMER][NEUTRAL] OK, all good. So if you don't mind for when the website is back on, can you confirm that the account is under my email [PII]?
[AGENT][NEUTRAL] Actually, I have it under your accounts payable.
[CUSTOMER][NEUTRAL] Accounts payable.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Oh, OK, that works also. OK, either works. I just wanted to confirm which one to use. OK, perfect.
[AGENT][NEUTRAL] Yes ma'am, that's the one that we have and that's the one you'll have to use to get uh access.
[CUSTOMER][POSITIVE] OK, that works.
[CUSTOMER][NEGATIVE] I was trying both, but neither was working, so I, I wasn't sure which one.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] They have those glitches fixed soon, so I would give it another try a little bit later today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. That was it. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am, Ms. [PII], I hope you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Bye bye.