AccountId: 011433970860
ContactId: a44ddb1f-9ed6-46a4-ab9a-86229e275649
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325589 ms
Total Talk Time (AGENT): 92807 ms
Total Talk Time (CUSTOMER): 114990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/a44ddb1f-9ed6-46a4-ab9a-86229e275649_20250527T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, this is [PII] with um Sunrise, and I was calling because I'm trying to log into the to print the invoice and it says that there are technical difficulties.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] So I've tried it like 3 times mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], can you please give me your group number?
[CUSTOMER][NEUTRAL] It is uh hold on let's see here.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, I printed the invoice, but now I've walked away with it. Let's see.
[AGENT][POSITIVE] That's OK. Just take your time.
[CUSTOMER][NEUTRAL] Trying to log back in so I can get the number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Come on.
[AGENT][NEUTRAL] You may have to wait on me a little bit too because mine seems to be slow this morning also so.
[CUSTOMER][NEUTRAL] Yeah, I think that's the problem. I think that's the problem. uh, let's see, OK, that's not it. Let's see.
[CUSTOMER][NEGATIVE] Yeah it's not showing me.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][POSITIVE] Real quick, while you're looking for that, can I get your callback number just in case the call's dropped I'll be able to call you back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm gonna go grab this from the girl down the hold on just a minute, OK?
[AGENT][POSITIVE] Yes go ahead and take your time.
[CUSTOMER][NEUTRAL] your
[CUSTOMER][NEUTRAL] So I get my information.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] And I know she was.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, our group number is 15906.
[AGENT][NEUTRAL] OK, let me pull that group in real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, my computer is being so slow this morning. I don't know. We've got a lot of rainstorms right now and I think that has something to do with it.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got you pulled up. Can you please verify your um physical address for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then your email address too, Ms. [PII].
[CUSTOMER][NEUTRAL] I don't know if you have my old one or my new one on file, but uh my new one is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's the one I have.
[CUSTOMER][POSITIVE] My old one was T day. OK, OK, good, good, good.
[AGENT][NEUTRAL] Alright, let me go ahead and go into the online service center. I know that we're doing some upgrades on it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it might just be one of those situations.
[CUSTOMER][NEUTRAL] OK, because it won't let me, uh, won't let me submit my invoice.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm showing that everything on it is correct.
[AGENT][NEUTRAL] Uh, what I can do.
[CUSTOMER][NEUTRAL] Yeah, I guess I'll just I'll just do the check.
[AGENT][NEUTRAL] OK, you can do check or if you wanted to pay over the phone I can transfer you to billing and they can take your payment over the phone too.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, I'll, I'll just do a check, but I was just gonna get the payment, the coupon, but you know it'll it'll go without that, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, just make sure you put your group number on there and um the invoice information that you have.
[CUSTOMER][NEUTRAL] OK alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds good we'll do that thank you.
[AGENT][POSITIVE] All right. OK. Well, you're very welcome, Ms. [PII]. You have a good rest of your week and thanks for calling APL. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you bye bye.