AccountId: 011433970860
ContactId: 9f093ff3-96dd-46e2-b220-ba42a0699c1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453339 ms
Total Talk Time (AGENT): 159783 ms
Total Talk Time (CUSTOMER): 73907 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9f093ff3-96dd-46e2-b220-ba42a0699c1a_20250624T19:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from group number 164, wait.
[CUSTOMER][NEUTRAL] 16,460 sorry.
[AGENT][NEUTRAL] That's OK. All right. And [PII], what's a good um callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Direct extension.
[AGENT][NEUTRAL] Uh-huh. That is a direct extension for you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] No, my direct extension is [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. All right, [PII], so give me just a moment to get the group's information pulled up and I will have to verify several things with you, uh, first for security, so one moment please.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so [PII], first off, if you could please verify the group's name and mailing address.
[CUSTOMER][NEUTRAL] [PII] Jewish Community Center, [PII].
[AGENT][NEUTRAL] Thank you and then your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then the phone number that we have on file for the group is that initial number and it also has your extension on here, so that is correct. So that's what we should have. OK. All right. So how can I help you today, [PII]?
[CUSTOMER][POSITIVE] Yay
[CUSTOMER][NEUTRAL] So I'm navigating the new website.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, and I'm trying to print or download my invoice and I don't see where I can do that.
[AGENT][NEUTRAL] OK, so currently, [PII], so you said you're trying to download or print the invoice, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so there is currently an issue with that feature that our IT department is aware of and that they are working on so I can actually um I will email that to you.
[AGENT][NEUTRAL] Now are you looking for June or July?
[CUSTOMER][NEUTRAL] July.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I can see, OK, I see both of those. OK, but you can access June.
[CUSTOMER][NEUTRAL] Yeah, I've already submitted June for payment.
[AGENT][NEUTRAL] Oh, OK. And did you do that through the portal?
[CUSTOMER][NEUTRAL] No, it was the old website. No, we don't do anything online we we mail paper checks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so give me just a moment to get the July invoice pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] take me just a minute.
[AGENT][POSITIVE] Thank you for your patience, [PII].
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, so I'm fixing to send this to you, and I do wanna make sure that you get it. The email that I'm gonna send to you, [PII], is coming from care team at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it should be on its way to you. It may take just a second.
[CUSTOMER][NEGATIVE] Yeah, our servers a little slow too.
[CUSTOMER][NEGATIVE] Unfortunately.
[AGENT][POSITIVE] So you should be getting, did you get it? OK, excellent.
[CUSTOMER][NEUTRAL] Here it is.
[AGENT][NEUTRAL] Is that, um, I just, yeah, I just wanna make sure you can open it and everything is good since you can't print it from the portal at this, at this time anyway.
[CUSTOMER][NEUTRAL] I got it. It says July.
[CUSTOMER][NEUTRAL] Yeah, we get the um.
[CUSTOMER][NEUTRAL] We get the mailed copy but we don't get it in time for me to be able to process and have it be there on time for payment.
[AGENT][NEUTRAL] Oh, OK. OK. So, um, you said that.
[CUSTOMER][POSITIVE] That's why I like to print it myself.
[AGENT][POSITIVE] Right. I understand. Well, hopefully this is going, like I said, our IT department is aware of the issue and they are working on a resolution. Unfortunately though, I don't have a time frame on that resolution. So if there's, you know, anything that you're not able to do in the portal, um just give us a call and we'll be, we'll be happy to try and help you in any way we can.
[CUSTOMER][POSITIVE] Thank you so much I appreciate your help.
[AGENT][POSITIVE] Oh, you are certainly very welcome. Is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] No thank you you have a nice night.
[AGENT][POSITIVE] Well, I hope you do too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] All right, [PII], bye bye.