AccountId: 011433970860
ContactId: ade399c5-2bb5-4977-9b18-5df95c537ec9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231970 ms
Total Talk Time (AGENT): 80215 ms
Total Talk Time (CUSTOMER): 163243 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/ade399c5-2bb5-4977-9b18-5df95c537ec9_20250508T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team, and I've got [PII] with a group on the line. She's the group contact, uh, wanting to pay her invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, what's the group number? Do you have that?
[CUSTOMER][NEUTRAL] The group number is 21649.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm sorry I did not get the invoice number. I'm so sorry about that.
[AGENT][NEUTRAL] That's OK. No, I can get that 221649. OK.
[CUSTOMER][NEUTRAL] Yeah, I'm talking to [PII] and
[AGENT][NEUTRAL] You doing OK today?
[CUSTOMER][NEUTRAL] She said I, and I was trying to help her. I, we were looking on the online portal to pay her payment, but she said she clicks on the payment account and there's nowhere to pay, but maybe I'm not looking telling her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Somebody, no, you're, no, someone else I need to address that, I think because I have another group say that today, so I need to find out what's going on. So, but I'll be glad to help her. Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna introduce you and then I'll release the call OK?
[AGENT][POSITIVE] Perfect. Thank you so much, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, [PII], I've got [PII] on the line and she's gonna assist you with paying your invoice, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hey [PII], how are you doing this afternoon?
[CUSTOMER][POSITIVE] Good good how are you?
[AGENT][POSITIVE] I'm doing great thank you so much for asking. You want to pay your um invoice? What's the invoice number you're wanting to pay?
[CUSTOMER][NEUTRAL] Well, I was looking uh here and it says that we still um are are due uh March and April.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I was trying to um download the invoices and I know that there's a couple of employees there that I removed and and they're still there so I was printing the invoices to give them too early but she's on the phone right now so my question is I'm, I'm gonna see if she can.
[CUSTOMER][NEUTRAL] Um, get free now in the next one minute or so, but if not, I was gonna ask you, can we do this payment on the phone and is it too late if we do it tomorrow because I know the agent called, um, that we had these invoices.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, that's fine if you need to do it tomorrow. I mean, either today or tomorrow, either one would be fine, yeah.
[CUSTOMER][NEUTRAL] We could do it tomorrow and, and I, I, and I can be OK, yeah, and uh cause I was looking and uh that's all I was asking [PII], I, there's no way for me paying online, so I guess, you know, if she's not, she's
[AGENT][NEUTRAL] Right. Is it not giving you the option when you go online to pay it, [PII]? What's it saying? I might need to address that.
[CUSTOMER][NEGATIVE] Yeah, it doesn't, uh, she told me to go to, you know, my account and then payment account and I see the payment account, the routing number and the, but the only two options that I have is either edit the uh account or delete it. It doesn't, I don't, I can't make a payment or anything on the website.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Really?
[AGENT][NEUTRAL] OK, I'm gonna have to check into that because that's not, it should be giving you an option. But yes, ma'am, that's fine if you're not able to do it today, tomorrow will be fine as well.
[CUSTOMER][NEUTRAL] OK, tomorrow is fine, yeah, because uh um I I'm pretty sure that the March invoices uh and the check was mailed. I don't know if it was lost in the mail, but, um, that's why I wanted to check with [PII] and also I'm printing like I said I'm printing invoices because I see, you know, some employees that they were removed because they left the company.
[AGENT][NEUTRAL] Yeah, that'd be fine.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So, let me get that squared away with her and then, uh, do you, do you have a direct line or I just called and, and uh, you know, whomever answer?
[AGENT][NEUTRAL] Just, just call the um
[AGENT][NEUTRAL] Yes, just call the number that you just called and any of us will be able to help you with it, OK?
[CUSTOMER][POSITIVE] OK, OK. Thank you so much for your uh your help, [PII].
[AGENT][POSITIVE] You're welcome. You're welcome. You have a good day, OK?
[CUSTOMER][POSITIVE] OK. You haven't, you too. You too. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome bye bye.