AccountId: 011433970860
ContactId: 97344815-f9a6-42e6-a313-b5b9010a99ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440839 ms
Total Talk Time (AGENT): 154626 ms
Total Talk Time (CUSTOMER): 222077 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/97344815-f9a6-42e6-a313-b5b9010a99ab_20250623T18:44_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Foley Marketing, and I spoke to someone this morning regarding an invoice and being able to pay online. Well,
[CUSTOMER][NEUTRAL] I still cannot get my invoice. It said due to schedule maintenance, ability to download your invoice is unavailable at this time. For assistance, please call or email our team at [PII].
[CUSTOMER][NEUTRAL] So what.
[AGENT][NEUTRAL] Um, yeah, right now we're having trouble downloading those invoices, but I believe I can send it to you. Uh, what's your group number?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My group number is 257-007 and by the way when I was on the phone this morning explaining to the lady that you know I wanted to pay the bill and she said you could download it you could pay it online I said ma'am, your site says that I can't right now. Yes you can. I'm thinking.
[CUSTOMER][NEGATIVE] Um, why would I tell you I can't and call you if I could?
[AGENT][NEUTRAL] I'm sorry about that. That's frustrating.
[CUSTOMER][NEGATIVE] She was very rude. It was frustrating and I had never run into anybody that was rude with you guys, never.
[CUSTOMER][NEUTRAL] I didn't get a name.
[CUSTOMER][MIXED] In a way, I'm glad because I hate to report people. But I mean, it's very irritating when
[CUSTOMER][POSITIVE] I wouldn't lie about you think I wanna call you? No, I'd rather just download it myself. I always have.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yeah, totally understand. So sorry about that. That's definitely not our form, um, OK, let's.
[CUSTOMER][POSITIVE] That's OK honey.
[CUSTOMER][NEUTRAL] No, I know it's not.
[AGENT][NEUTRAL] Let me see if I, I'm not quite sure. Yeah, I got you, um.
[CUSTOMER][NEUTRAL] Do you see me?
[AGENT][NEUTRAL] [PII], can you verify your address for me on your group?
[CUSTOMER][NEUTRAL] [PII] that address or did you want my email sweetie? Which one?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, email would be good too, and then I'll, uh, I just need a telephone number after that.
[CUSTOMER][NEUTRAL] OK, it's [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you so much, [PII]. I appreciate it. OK, let's see. I'm gonna check and see if I have access. I might actually have to
[AGENT][NEUTRAL] Transfer to
[CUSTOMER][NEUTRAL] That's OK. I can try back in a couple of days. I was just wondering, I said, well, let me go ahead and call again and see what kind of reaction I get this time.
[AGENT][POSITIVE] I hope it was better. Goodness gracious, that's like the.
[CUSTOMER][POSITIVE] It is much better, thank you.
[CUSTOMER][NEUTRAL] I'm not being I'm just being honest.
[AGENT][NEUTRAL] OK, which
[AGENT][NEUTRAL] Oh, I totally understand. Um, can you clarify for me again which invoice was that? Was that for June?
[CUSTOMER][POSITIVE] No, ma'am, for July I paid June. I finally she got, got, she took my payment. Thank you [PII] after about 10 minutes of bargaining with me that I could make it online.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But I just need July's. I always download July's or, you know, the following month and put it on my bulletin board so I remember to pay these things.
[AGENT][NEUTRAL] Sure, yeah.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, let me see, let me check one more place. I don't know.
[CUSTOMER][POSITIVE] If you can, I can come back another day and try it again. I just thought, well I'm thinking of things I do it, you know what I mean? So I'm sorry because I have to.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh yeah, absolutely.
[AGENT][NEUTRAL] OK, yeah, I, well, I think our group billing may have access. I can't see it. So our group billing might. Do you want me to transfer you over there and you can check with them?
[CUSTOMER][NEGATIVE] You can't get it either.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. OK, [PII], give me just a moment. Uh, I'll get them online. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Because they had told me to contact you, but I mean if they could just download it and send it to me that that would work too you know I don't care as long as I get it.
[AGENT][POSITIVE] OK, perfect. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] This is uh [PII] on the care team. I've got a group on the line that um wanted a copy of their invoice, but I don't know. I can't tell if it's in here and I don't know where to pull it to send it to her because I know they can't download right now on the site, so.
[CUSTOMER][NEUTRAL] Um, you have to get it from the, um.
[CUSTOMER][NEUTRAL] From the uh on base.
[AGENT][NEUTRAL] Oh, from on-base, OK, uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't guess I've ever done it before. OK, so custom queries.
[AGENT][NEUTRAL] And then do I go to
[CUSTOMER][NEUTRAL] Um, you'll go to, um, retrieval and then billing.
[CUSTOMER][NEUTRAL] Alright, so let me see, yeah, billing and collection, and then we'll go to billing invoices.
[AGENT][NEUTRAL] Is that under, I've got APL, it goes BEN.
[AGENT][NEGATIVE] BS in life.
[AGENT][NEUTRAL] MCP.
[AGENT][NEUTRAL] OK, APLAD billings.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Uh, no, APL billing and collection, do you see that?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Billing
[CUSTOMER][NEUTRAL] Because I know like when the groups request their invoices that's like a care team um task like we that gets assigned to the care team anyways.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, let me see if I.
[CUSTOMER][NEUTRAL] I don't know if you guys pull it the same way that we do, but we go to um on base and then billing and collection. It should say APL dash billing collection.
[CUSTOMER][NEUTRAL] Under APL administrative.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I see it. OK, awesome. OK, sorry about that.
[CUSTOMER][NEUTRAL] Yeah, and then, yeah, and then you'll go to billing you'll find you'll go to billing invoices and then you'll just type in their group number.
[AGENT][POSITIVE] OK, awesome perfect thank you so much. I appreciate you.
[CUSTOMER][POSITIVE] No problem bye.
[AGENT][NEUTRAL] OK, [PII], actually, I was able to locate it with some assistance, and do you want me to send that your way, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, if you don't mind it's not too much trouble I would really appreciate it. So you are having problems with and I can't get it right?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] That's right, yeah, we're, we're trying to work through that as fast as possible, so.
[CUSTOMER][NEUTRAL] On online OK.
[CUSTOMER][NEUTRAL] No, no, no, no, that's fine. I just, you know, I just wanted to know it, it wasn't me.
[AGENT][NEUTRAL] Yeah. No, it's not you. Um, I'll send that your way. Give me just a few minutes, [PII], and you should get it. And if you have any issues or questions, um, holler back at us.
[CUSTOMER][POSITIVE] Thank you so very much. You have a great day and thank you very much for your help.
[AGENT][POSITIVE] Thank you for calling APL. You have a great afternoon too. Bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.