AccountId: 011433970860
ContactId: c6f8cafd-b8a8-4c77-a7af-d1f675b334f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126059 ms
Total Talk Time (AGENT): 41881 ms
Total Talk Time (CUSTOMER): 72430 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/c6f8cafd-b8a8-4c77-a7af-d1f675b334f8_20250626T14:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with SFLRE Group. Our group number is 24214.
[AGENT][NEUTRAL] OK. And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] I've been trying to print our bill for our accounting department so we can um I can submit the invoice for payment um I'm only able to view it like in line items I'm not able to get a PDF any longer. Are you able to walk me through or I don't I don't know I've been trying for several days.
[AGENT][NEUTRAL] Uh, we're actually having issues with that. I can send it to your email if that's OK, um, and then you can, OK, um, can you verify your email address for me and your group address?
[CUSTOMER][POSITIVE] Oh that would be helpful OK.
[CUSTOMER][NEUTRAL] Sure, it's [PII] and our address is [PII].
[AGENT][NEUTRAL] OK, perfect. Thanks so much, [PII]. Um, and then just a callback number for our records, is that [PII]?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, [PII], I'll get that emailed to you. It just takes a few minutes and is there anything else I can help with today? Oh, and which uh invoice was that for? Is that July or?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's our July invoice, yeah, but I usually pull it up, you know, like the 3rd week of the month, and um, I don't even know I was, I'm not even sure maybe I'm in the wrong area. I'm under invoicing and then I click on the invoice number. Is that normally where a PDF would pop up?
[AGENT][NEUTRAL] That is, yes, um, but we're working on getting that um resolved because we're, it's not able to populate that right now, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright perfect yeah if you could just email it to me that would be appreciated.
[AGENT][NEUTRAL] OK, I'll get it sent your way. Just give me a few minutes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too