AccountId: 011433970860
ContactId: a39850c3-f3af-4f55-8d44-8b268d162da7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248289 ms
Total Talk Time (AGENT): 92188 ms
Total Talk Time (CUSTOMER): 124605 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a39850c3-f3af-4f55-8d44-8b268d162da7_20250128T22:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a, well, a group, um, admin on the other line. She has some questions about the February invoice. She said she made some adjustments on the OSC and wanted to know if they were completed on the February invoice.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It is 226-09.
[AGENT][NEGATIVE] Oh crap, hang on one second. OK, 2226 what?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 09.
[AGENT][NEUTRAL] Gang alternative.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] She the contact?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All [PII], you can send it to me.
[CUSTOMER][NEUTRAL] Alright, hold on one second.
[CUSTOMER][POSITIVE] Hello, [PII]. Yes. Thank you so much for holding. I have [PII] on the line. She'll be assisting you further.
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] All right, [PII], like she said my name is [PII]. What can I help you with?
[CUSTOMER][NEUTRAL] Yeah, I was trying to adjust an invoice online as I've done in the past um I put all the adjustments in and then but I was not able to print the invoice usually you can like submit it and then do a reprint um I was not able to print it it said us are not authorized.
[CUSTOMER][NEUTRAL] And I ended up actually submitting the invoice thinking that might help me um but I'm still I I'm being able to see a copy of the adjusted invoice.
[AGENT][POSITIVE] OK, and that's great and what username did you or are you logged in as?
[CUSTOMER][NEUTRAL] Oh God, I don't even know it's like saved um.
[CUSTOMER][NEUTRAL] I don't know, would it be an email address?
[AGENT][NEUTRAL] Is your email [PII]? Um, yeah, that's the only account that has that email address, so yeah, it should, it should have let you print it, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's me.
[AGENT][NEUTRAL] Is there not a a PDF or yeah uh PDF or Excel um button under the print column whenever you submit it or under the submitted?
[CUSTOMER][NEUTRAL] Yeah, the, the buttons are there and I know you usually like click on the the PDF thing but then when I click on it it goes to a blank screen that says user not authorized.
[AGENT][NEUTRAL] Uh, I have never seen, I've never.
[CUSTOMER][NEUTRAL] So I don't know if my, yeah, I don't know if my access might have changed or something.
[AGENT][NEUTRAL] No, cause, yeah, you're, I mean, you should.
[AGENT][NEUTRAL] Your email is the only one that's uh linked to that to that one user name so maybe try logging out and logging back in. Uh.
[CUSTOMER][NEUTRAL] Oh, hold on.
[CUSTOMER][NEUTRAL] Yeah, oh my, yeah, my username is [PII], so yeah, but it is that email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah, I just, it just logged me out, so let me log in again and see what happens.
[AGENT][NEUTRAL] OK, yeah, try logging back in. I've never been I've, I've never had.
[AGENT][NEUTRAL] That particular error message come up before, so I'm not really sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Probably lost all my um hold on let me see invoice.
[CUSTOMER][NEUTRAL] Oh no it's saying your download will start shortly. hm, that's strange.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, that's very strange. No, it's printing.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's OK now. Isn't that weird?
[AGENT][NEUTRAL] So, so you're able to print it?
[CUSTOMER][NEUTRAL] Maybe yeah, I've got it now. Maybe I was in it too long or something and it kind of timed out or something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep and it's computers, it's electronics, so they have a mind of their own half the time.
[CUSTOMER][POSITIVE] Yeah yeah OK I think I'm good now.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK, sorry to have bothered. No, no, sorry to have bothered you guys, OK.
[AGENT][POSITIVE] All right. Well, thank you for calling APL Patricia, and you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thanks, bye.