AccountId: 011433970860
ContactId: bea930a0-8356-4eea-a777-b1a44624409b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405170 ms
Total Talk Time (AGENT): 91907 ms
Total Talk Time (CUSTOMER): 138336 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/bea930a0-8356-4eea-a777-b1a44624409b_20250623T18:49_UTC.wav
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[CUSTOMER][NEUTRAL] I I'm sorry hello, bye.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Hi, I'm calling because I just made a payment.
[CUSTOMER][NEGATIVE] And I didn't get the receipt.
[CUSTOMER][NEUTRAL] Like, because, uh, since, uh.
[CUSTOMER][NEUTRAL] The system changed?
[CUSTOMER][NEUTRAL] I'm calling from a doctor's office and I just made a payment for the month.
[CUSTOMER][NEGATIVE] I submitted it but it didn't give me an option to print out a receipt.
[AGENT][NEUTRAL] OK, uh, your name is?
[CUSTOMER][NEUTRAL] [PII], I can give you the group number.
[AGENT][NEUTRAL] Uh, yes ma'am. What's that group number?
[CUSTOMER][NEUTRAL] 26485
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and Ms. [PII], verify the group mailing address, phone number, and your email address.
[CUSTOMER][NEUTRAL] 747 OK [PII]. What else? The email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and the phone number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and which invoice did you pay for? Was it for June?
[CUSTOMER][NEUTRAL] That was this one coming up for for July.
[AGENT][NEUTRAL] What's the invoice number if you have it, please?
[CUSTOMER][NEUTRAL] I don't have let me see because I printed it out. Let me see.
[CUSTOMER][NEUTRAL] Invoice number 639.
[CUSTOMER][NEUTRAL] 3666.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I just literally made the payment like.
[CUSTOMER][NEGATIVE] And I was like, OK, I thought I was gonna be transferred to the receipt part, but no.
[CUSTOMER][NEUTRAL] It said submit. I had the last four digits of the bank.
[CUSTOMER][NEUTRAL] Account and everything.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Hm hm mm mm.
[AGENT][NEUTRAL] OK, it doesn't show it's been received yet, but it.
[AGENT][NEUTRAL] May take a while, or I thought um for one understand with the new one, it will email you.
[AGENT][NEUTRAL] A receipt? Alright, let me double check.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I don't know cause there is no one.
[CUSTOMER][NEGATIVE] More complicated than the last one.
[CUSTOMER][NEUTRAL] The last time I watch
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Yes they will be any
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And then your profile on the site does have the banking information.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And then it says no open invoices so.
[AGENT][NEUTRAL] Does it show that invoice number as a paid invoice?
[CUSTOMER][NEUTRAL] I did pay
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I cannot boil that I cannot boil.
[CUSTOMER][NEUTRAL] Hello, sorry?
[AGENT][POSITIVE] Yes, ma'am, yes.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] How many then what was the question?
[AGENT][NEUTRAL] Does it show that invoice number under the paid invoices?
[CUSTOMER][NEGATIVE] I don't see anything no it doesn't. It says it above and it says scheduled pay date it doesn't have a scheduled pay date.
[CUSTOMER][NEUTRAL] And it says bill date July hold on then what's today? We're in June.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The last paid invoice it says it was in [PII], but I just made that payment right now. I submitted it.
[AGENT][NEUTRAL] OK, so it probably take a while for it to show in the system, but I understand, once the payment is made in uh email is sent, given confirmation that it's been received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But we can't print it out from the system?
[AGENT][NEUTRAL] Uh, that I'm not sure. Um, it doesn't show.
[CUSTOMER][NEGATIVE] No, this is horrible like this.
[AGENT][NEUTRAL] It should show under paid invoices, but I'm not sure.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright, I'll just wait. I'll wait till tomorrow. OK thanks bye.
[AGENT][NEUTRAL] OK. OK, yes, ma'am.
[CUSTOMER][NEUTRAL] Sorry.