AccountId: 011433970860
ContactId: bbb62739-0c51-4d60-bfcf-289da04e652a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153699 ms
Total Talk Time (AGENT): 73369 ms
Total Talk Time (CUSTOMER): 59614 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/bbb62739-0c51-4d60-bfcf-289da04e652a_20250611T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi how are you?
[AGENT][POSITIVE] I'm doing well how are you today?
[CUSTOMER][NEUTRAL] Good good thanks. Are you guys still having issues with the um website? I've been trying to make my payment and I can't.
[AGENT][POSITIVE] Good, good.
[AGENT][NEUTRAL] OK. Yes, ma'am. Let me look at that for you. What's your group number?
[CUSTOMER][NEUTRAL] 18537.
[AGENT][NEUTRAL] OK. What's the name of the group, please?
[CUSTOMER][NEUTRAL] Uh, it is under Glickman and Mars.
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you [PII], can I get your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. OK, thank you so much. I appreciate that. All right, so you're, have you, so you're on the online service center now. Have you registered as a new user? We did an upgrade, um.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, I'm in the I'm on the new platform. I'm on the new platform.
[AGENT][NEUTRAL] About 2 weeks ago, you did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it giving you an error when you log in Amarillo?
[CUSTOMER][NEGATIVE] Um, it's on the dashboard it's not giving me anywhere where I can, I can make a payment.
[AGENT][NEUTRAL] Let me look at it.
[CUSTOMER][NEUTRAL] I look under um I think.
[CUSTOMER][NEGATIVE] If I go under invoice it's not giving me invoicing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's not giving me an option to make any payments.
[AGENT][NEUTRAL] Yes, ma'am. Let me look at that for you, Amarillo, give me just a moment, OK?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] And really?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] General, OK. All right, well, I looked at what the reason you don't have an option is because there's no open invoices at the time. There's not you need to pay.
[CUSTOMER][NEUTRAL] So the June invoice was paid?
[AGENT][NEUTRAL] Let me double check this one, yes ma'am, let me double check.
[AGENT][NEUTRAL] Yes, ma'am, it was paid. It was, it was paid on [PII]. So you're caught up with your payment, OK?
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] All right, beautiful, thank you very much.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] You're welcome. Is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Thank you. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.