AccountId: 011433970860
ContactId: c4bae85a-8efb-4aa3-aaa4-550b60f4e677
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353959 ms
Total Talk Time (AGENT): 150999 ms
Total Talk Time (CUSTOMER): 130613 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/c4bae85a-8efb-4aa3-aaa4-550b60f4e677_20250527T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Um, yes ma'am, hi, I am trying to pull our invoice from the portal and it keeps giving me an error.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can try and help you with your invoice. Um, can I get your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and I'm with DR [PII].
[AGENT][NEUTRAL] Hey [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Do you have your group number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That is 18166.
[AGENT][NEUTRAL] 18166. OK. Give me just a moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm sorry, our computer is running a little slow today. Just give me just a moment while it pulls up.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And you said it was with DR [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Can I get you to verify the address?
[AGENT][NEUTRAL] And phone number that we have on file?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Should be [PII], and if it's not that one, then it's [PII] [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Yeah it looks like our um online portal has been having some technical difficulties um that we're trying to work on.
[AGENT][NEUTRAL] Are you trying to pay an invoice?
[CUSTOMER][NEUTRAL] No, I just need it that way I can pay it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because if because of it since it's down if you like, would like I can send you to group billing and you can pay over the phone or they can tell you how much the amount is they'll be able to pull that up it's a system that's different than mine.
[AGENT][NEUTRAL] Would that be helpful?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, or can, can they send me a copy of it?
[AGENT][NEUTRAL] They should be able to email or fax it to you.
[CUSTOMER][NEUTRAL] OK, alright, yes.
[AGENT][NEUTRAL] OK, give me just a moment while I get someone on online, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] from the care team. I have an [PII] on the line that since the OSC is down, she's needing, she, she was wondering if you all could fax her her invoice so she can pay it. She doesn't want to pay over the phone. She wants the invoice.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] We don't fax. I don't have any way to fax anything.
[AGENT][NEUTRAL] You can't fax it or email them?
[CUSTOMER][NEGATIVE] I can email it, but my line is not even coming up. What's the group number and when it comes up I'll email it to her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 18166.
[AGENT][NEUTRAL] It's DR [PII].
[CUSTOMER][NEUTRAL] 1816.
[CUSTOMER][NEUTRAL] Alrighty, and were you able to verify that she's the contact and she knows that I can only email it to whatever email address is on file?
[AGENT][NEUTRAL] Yes, it is uh [PII]. I did not ask her if this was the email that she has access to, but I'm assuming since she's the primary, um I can double check that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, when my system will finally decide to work, um, I will, oh maybe that's maybe it'll work now now my power went out for a second and came back on so everything's been.
[AGENT][POSITIVE] Oh, you're not the only one. It's, there's everyone's having lying issues today and the OSC is down. Uh, it's a, it's a fun day to be after a holiday.
[CUSTOMER][NEUTRAL] Um, oh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, yes, I will get this emailed over to her um shortly to the account that's or to the email that's on file.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you don't need to talk to her?
[CUSTOMER][NEUTRAL] Mm, no, unless she needs to talk to us.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Oh, all right, I will get that. I will let her know, right, thank you.
[CUSTOMER][POSITIVE] All righty. You're welcome.
[AGENT][NEUTRAL] Alright, bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, you don't need to talk to them. I had them. They don't send it through fax. They send it through email and it's the email that we have on file. Do you know which one that is?
[CUSTOMER][POSITIVE] It should be the accounts payable at DR [PII], yep, perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, yeah, she's going to she's gonna email you the invoice to that email.
[CUSTOMER][POSITIVE] Alright perfect thank you.
[AGENT][NEUTRAL] Right, right, you're welcome. Expect it in about 5 to 10 minutes. Our systems are running a little slow today, um, so just be on the lookout and check your spam if you don't see it within the hour, OK?
[CUSTOMER][POSITIVE] OK, I will do thank you.
[AGENT][POSITIVE] Alright. Thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mm bye bye.