AccountId: 011433970860
ContactId: a38286e9-2c68-4fbc-8a2f-ff741f012d70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58240 ms
Total Talk Time (AGENT): 26761 ms
Total Talk Time (CUSTOMER): 30448 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a38286e9-2c68-4fbc-8a2f-ff741f012d70_20250624T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Carry it's [PII] on the care team. Hey, I, I've got a group on the line. I, I've retrieved their invoice and she, she says she wants the Excel version, not the PDF, but I don't know how.
[AGENT][NEUTRAL] We don't have that right now.
[CUSTOMER][NEUTRAL] OK, is it, she says she gets it every month, is it?
[AGENT][NEUTRAL] Well, with the old online service center you could print it off in PDF or Excel but since we can't um print any of the invoices off of the the new online service center, Excel is not available right now. PDF is the only one.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, alright, and do you know are I guess are we working on that?
[AGENT][NEUTRAL] Um, I assuming so, um.
[AGENT][POSITIVE] I, I just kinda going with the flow at this moment in time.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right, OK, OK, I'll let her know that we're working on it, but right now it is not available and she'll need to work off of the PDF.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] OK.