AccountId: 011433970860
ContactId: 9bd568f3-75cd-4aba-bde1-b588200f52ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232100 ms
Total Talk Time (AGENT): 66034 ms
Total Talk Time (CUSTOMER): 48431 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/9bd568f3-75cd-4aba-bde1-b588200f52ae_20250605T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning, it's [PII]. How are you?
[AGENT][NEUTRAL] Hey, I'm well how are you?
[CUSTOMER][NEUTRAL] Good. Hey, [PII], I'm, I'm off site for like an hour and a half, and I have one on my broker, um, people asking me because the group's asking him, uh, is the new website working when it comes to paying invoices or is it still in flux?
[AGENT][NEUTRAL] To be honest, I'm not sure. I've, I had the privilege of being off this whole time that this whole new new OSP, so I don't know. I'll have to ask really fast, um, so they just wanna know if they can pay their invoices yet.
[CUSTOMER][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][NEUTRAL] OK, uh, uh.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, just to see if it's up and running.
[AGENT][NEUTRAL] Um, give me just a second.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][POSITIVE] Alright, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII] is on the phone. I can they pay invoices yet on the new OSC? Just don't know what we can and can't do, so I don't know how to answer.
[AGENT][NEUTRAL] So like I just need to be like well when you log in and if you can pay it then it works.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We go
[AGENT][NEUTRAL] Hey [PII], I'm sorry I'm still trying to get an answer um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] No, I don't think anyone unfortunately knows right now. I think it's still being worked on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, I think, I think so too because I couldn't see any invoices yesterday. It's, it's all good. It's all good. I'm, I got an appointment like in 10 minutes at what some.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, well, they
[AGENT][NEUTRAL] OK. Well, [PII] says that [PII] just gave me a thumbs up, so maybe they should try again and
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me know, I guess. OK.
[CUSTOMER][NEUTRAL] OK, alright, I'll handle it.
[CUSTOMER][POSITIVE] Yeah, it's all good. All right, thanks. All right, bye.
[AGENT][POSITIVE] OK. Have a good day. Bye.