AccountId: 011433970860
ContactId: 9e39e13d-0575-436e-bc60-a4f5aea0fe05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123540 ms
Total Talk Time (AGENT): 62429 ms
Total Talk Time (CUSTOMER): 40510 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9e39e13d-0575-436e-bc60-a4f5aea0fe05_20250603T13:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, hi, good morning, um, I'm trying to make a payment for my account through the new site, and it let me submit the invoice. It let me kind of start the payment and it gave me an error, then the second time it seemed like it went through, but I haven't seen them debit my account yet.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] Oh no, let's see uh let's see what's that group number?
[CUSTOMER][NEUTRAL] It's 20037.
[AGENT][NEUTRAL] OK, give me one moment to pull up that information.
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And could you just verify the uh physical address and phone number for me so make sure I have the right account?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] And is that a good number to call you back in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK awesome so I just pulled up the account and it looks like it has been scheduled um it says it's scheduled well it says it's scheduled for yesterday.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I see the pair submitted but not as paid so and I don't see anything in my.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I tell you what, I have it scheduled, so I will submit a ticket to my IT department to make sure it gets processed. Um, I'm afraid if I were to open it back up for you to resubmit it might charge twice so I don't wanna do that um so let me submit a ticket to them since it's scheduled I I feel like they can make sure it processes or they could see if it already has it just hasn't posted yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][NEUTRAL] Alright, let's, no problem, is there anything else I can do while we're on the phone?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right you have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Hm