AccountId: 011433970860
ContactId: c173f14e-a7c4-4990-a04d-f5e0de289088
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230679 ms
Total Talk Time (AGENT): 105201 ms
Total Talk Time (CUSTOMER): 128506 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/c173f14e-a7c4-4990-a04d-f5e0de289088_20250527T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Never be ready.
[CUSTOMER][NEUTRAL] Hey, how are you this morning? Um, I'm trying to, um.
[AGENT][POSITIVE] I'm doing great.
[CUSTOMER][POSITIVE] Good. I'm, I'm
[CUSTOMER][NEUTRAL] I'm trying to pull my bill off your portal and it won't let me. Is there a way you can just email it to me?
[AGENT][NEUTRAL] I can, yes, ma'am. We're having some technical issues this morning. Yes, ma'am. What's your group number?
[CUSTOMER][NEGATIVE] There's a problem with your portal.
[CUSTOMER][NEUTRAL] It is, let's see, I'm looking at my invoice here.
[CUSTOMER][NEUTRAL] Group number is 2606 I'm sorry 26,060.
[AGENT][NEUTRAL] What's your callback number?
[CUSTOMER][NEUTRAL] And the thing is, is I have the time I
[CUSTOMER][NEUTRAL] I'm sorry, callback number 504.
[CUSTOMER][NEUTRAL] 2,707,790. I'm using my cell because my office phone's not working either.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] What is the name of the group?
[CUSTOMER][NEGATIVE] I'm not having a good day. Let's just put it that way. Um,
[AGENT][NEUTRAL] Oh no, I mean.
[AGENT][POSITIVE] It's gonna get. It's gonna be so much better.
[CUSTOMER][NEUTRAL] The name of the group is Fire and Safety Commodities.
[AGENT][POSITIVE] Thank you, ma'am. And what is your name?
[CUSTOMER][NEUTRAL] [PII], last name [PII]
[AGENT][NEUTRAL] Yes, ma'am. Thank you, [PII], and just please verify your email for me.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, yes ma'am, we are having some technical difficulties with the online service center this morning. When it comes back up, would you like me to email you your invoice? Would that be helpful?
[CUSTOMER][NEUTRAL] Uh, yes, because I'm gonna forget and it's already the end of the month and I'm looking for my [PII] invoice.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII], OK. Yes, ma'am. I will gladly do that as soon as it comes back up and I do apologize for the inconvenience, but I will send you an email when it comes up. It's gonna be coming from [PII].
[CUSTOMER][NEGATIVE] OK, great. Now, now let me ask you this, and, and I, I've asked my, I've asked this 10 times and I can't ever remember the billing date that says I'm looking at my 401 billing date and it says month [PII], obviously [PII], is that the premium for that month?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The reason why I'm asking is we, you know, this is payroll deducted so I kind of pay in arrears.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You do, yes, ma'am. I'm looking at that. So let me double check something.
[CUSTOMER][NEUTRAL] So, so technically, even though the invoice is dated 51, it's for my 51 payroll, is that my understanding?
[AGENT][NEUTRAL] It is for your payroll. Yes, ma'am, that's right. It is your 51. You've already paid for May, so we just book you for May. And it looks like it may be back up. Do you want to try it again? Let me just go ahead and email it to you. I'm going to email it to you if you'd like.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, uh, I click OK.
[AGENT][NEUTRAL] In trouble, I can email whatever you'd like to do.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah, so I don't have to, uh, in other words, I don't pay it even though it says [PII]. I don't pay it till like the middle of June because I have to wait for my payroll to finish. Is that, is that correct? I'm not being late, correct?
[AGENT][POSITIVE] That's fine. Yes, ma'am. That is correct. That is right. It would not be late. No, ma'am. That is correct. You're, you're correct on that. But it looks like I'm downloading it and I'm gonna send it to you in just a moment, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, because I still can't, I, I yeah, I still can't download it. It's still not letting me do it.
[AGENT][NEUTRAL] Yeah, it's still kind of give it came up, but it's not, it's still slow so it looks like they're working on it. So it's soon if it comes up I'm gonna shoot it to you in your email, OK?
[CUSTOMER][POSITIVE] I, I surely appreciate it. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome. You too. Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye bye.