AccountId: 011433970860
ContactId: a66d670b-f871-4154-a6fa-d95938992b72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416760 ms
Total Talk Time (AGENT): 148071 ms
Total Talk Time (CUSTOMER): 103525 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a66d670b-f871-4154-a6fa-d95938992b72_20250625T12:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Nesbit Oil Company.
[CUSTOMER][NEGATIVE] I was calling because I've got the email that my invoice was available and I tried to log in and it's saying it doesn't recognize, can't find my account.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that, [PII]. Do you have your work number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII] at Company. Correct, [PII]?
[AGENT][NEUTRAL] OK, let me just verify that we have all the information correct in our system or will not recognize you, OK? Can you verify the mailing address for me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To the company?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] We have to, we have that [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right. And what is your email?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and let me get a callback number for you please [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so much for verifying your information. OK, so what happened was we, we updated our online service center. So when, when you go on to the site, what you're gonna have to do just one time is create a new user account. Did you do that? And it said it's not recognizing.
[CUSTOMER][NEUTRAL] I tried that. I mean, I'll do it again. I clicked on.
[AGENT][NEUTRAL] You did. OK, that's fine. Give me that zip code again, [PII]. What was the zip code again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me check something real quick hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you want to try again while I'm looking at something, you can.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] So I wanna verify that we've got that right in here. Give me one moment.
[AGENT][NEUTRAL] OK, we do have [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, complete your account set up now it's doing different.
[AGENT][NEUTRAL] Where is the same email you can let me do it.
[CUSTOMER][NEUTRAL] Now it seems to be working. Let me send a ver verification code.
[AGENT][NEUTRAL] That'll be sent to your email.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hold on, let me see if I get my screens to cooperate here.
[AGENT][POSITIVE] Sure, take your time, [PII], you're fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're good. Take your time.
[CUSTOMER][NEUTRAL] Like oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The only thing I did different was I put in the corporate phone number not my like my desk phone number. I wonder if that made it.
[AGENT][NEUTRAL] OK. Yes, ma'am. It, that maybe that, maybe that's what did it because we've got [PII]. Is that what you put in?
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] So I have to put a new password in?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] You can probably use your old one, because this is just, this is just an update. You can try using your old one. I think it will take it.
[CUSTOMER][POSITIVE] OK, so now it's successfully created go to dashboard.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you trying to make a payment online? You're trying to get your invoice? What can I help you with?
[CUSTOMER][NEUTRAL] I was trying to get our invoice.
[CUSTOMER][NEUTRAL] I guess it's our July invoice that says it's.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am. OK, so right now, that is a feature that we're working on that's not, that's not available at the moment, but it should be available in the near future. Do you want me to email you your July invoice?
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] In the PDF form, OK, sure, yeah, I can do that. Let me go ahead and do that real quick.
[AGENT][POSITIVE] You know, we are still actually working on the site so that feature is something that we're have to have fixed here in the very near future, but I can definitely email that to you so you'll have it.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess in the past then it was it was attached to the invoice I mean the email I'm not sure.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Um, we, we do email it to you, um, did you get the email for the July invoice yet?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's when I got it. It says the invoice notice your most recent invoice is available, and then that's when I ran into the problem.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Got you. OK, yeah, that's something that we're still working on, but I'm sending it to you right now.
[AGENT][NEUTRAL] I've just sent it to you, so you should be getting it any moment.
[CUSTOMER][NEUTRAL] To my invoice.
[CUSTOMER][POSITIVE] Yes, I got it.
[AGENT][POSITIVE] You got it, OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] I got it. OK, thank you.
[CUSTOMER][POSITIVE] No, that's it for today thank you very much.
[AGENT][POSITIVE] Well, you're welcome. Thanks for calling PL I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] All right, thank you. Bye-bye.