AccountId: 011433970860
ContactId: e50ddefe-4550-4006-80aa-2b3c4f499ae8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417640 ms
Total Talk Time (AGENT): 118433 ms
Total Talk Time (CUSTOMER): 171077 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/e50ddefe-4550-4006-80aa-2b3c4f499ae8_20250624T17:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, um, I'm calling for proof of the port, and I just registered on the new dashboard.
[CUSTOMER][NEUTRAL] Um, that, um, apparently you guys have now, but I'm trying to pull my invoices and it says here I'm able to find the invoice you're looking for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If this error persists, please contact this number, so I'm calling.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII], and I have a group number for you.
[AGENT][NEUTRAL] Uh, please.
[CUSTOMER][NEUTRAL] 24141
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] 2441.
[AGENT][NEUTRAL] OK, and Mr. [PII], uh, verify the group's, uh, mailing address, phone number and your email address for me please.
[CUSTOMER][NEUTRAL] Sure. Uh, mailing address should be [PII]. And you said you need my email too?
[AGENT][NEUTRAL] Uh, email and a phone number too, please.
[CUSTOMER][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] [PII], I think.
[CUSTOMER][NEUTRAL] Um, and then phone number is [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Give me one moment I'm just looking at the user guides to see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And it doesn't show the invoice number?
[CUSTOMER][NEUTRAL] It does show it. I can tell you the invoice number.
[AGENT][NEUTRAL] Oh, yes, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go back there.
[CUSTOMER][NEUTRAL] Um, invoice number is 6393045.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Uh let's see for July.
[AGENT][NEUTRAL] Mm let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And for June too.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I, I tried both of them. You want Junes?
[AGENT][NEUTRAL] are you showing 639-050-5?
[CUSTOMER][NEUTRAL] Yeah, 639-050-5. So I've tried, I tried July and June, neither one of them is working.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh let me try May.
[CUSTOMER][NEUTRAL] Even though Mas already paid, let me try.
[CUSTOMER][NEUTRAL] OK. May is there.
[CUSTOMER][NEUTRAL] OK, [PII], um, which we already paid May.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I'm not sure about June and July.
[AGENT][NEUTRAL] Are they showing those two under open invoices or submitted invoices?
[CUSTOMER][NEUTRAL] Um, it says on the very top open invoices.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then please review and submit the invoices and then have the invoices name amount and bill date.
[CUSTOMER][NEUTRAL] Um, and that's it.
[AGENT][NEUTRAL] Would it let you select the invoice number?
[CUSTOMER][MIXED] Yeah it does, it does, but when I select the invoice number I get that error I just told you.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] And unable to.
[CUSTOMER][NEUTRAL] Oh, now it's working. That's so weird. OK, let me try. Let me, that's July.
[AGENT][NEUTRAL] First, uh, sometimes once you, I don't know. It seems like once you get in and get out and do it, it'll, I don't know.
[AGENT][POSITIVE] System is funny.
[CUSTOMER][NEUTRAL] OK, let me try again. OK, that I saw July. Let me try to get into June.
[CUSTOMER][NEUTRAL] That's taking a while. OK, let's try to let's try June.
[AGENT][NEUTRAL] And you were able to pay uh May under the OSC on our online service center.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, I already, we already submit a claim. I sent an email to the care team because the amount that I took from the old website is different than what's on the new website.
[AGENT][NEUTRAL] Oh got you.
[CUSTOMER][NEUTRAL] So I'm waiting for them to get back with me on that, but um.
[CUSTOMER][NEUTRAL] Yeah, I see the invoice here. How can I download it now? OK, so now I can see June.
[CUSTOMER][NEUTRAL] If it actually required after viewing, please submit the invoice to complete the process. OK, submit the invoice.
[CUSTOMER][NEUTRAL] But it says payment selection.
[CUSTOMER][NEGATIVE] No, I don't want that. um, how do I.
[CUSTOMER][NEUTRAL] Download the invoice.
[AGENT][NEUTRAL] I think they're having an error with the invoice being downloaded, but I can definitely email it to you.
[CUSTOMER][POSITIVE] Perfect, can you email it to me? Yes, please.
[AGENT][NEUTRAL] So you need June and July?
[CUSTOMER][NEUTRAL] Can you send it to me?
[CUSTOMER][NEUTRAL] June and July would be perfect, just in case it's still not working. Um, can I have it in Excel and PDF?
[AGENT][NEUTRAL] I can send a request for it to be sent in Excel um.
[AGENT][NEUTRAL] And is the email address we have in the system?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, uh, yes, sir. I'll send a request asking them to send it to you in Excel.
[CUSTOMER][NEUTRAL] And PDF.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] You want an Excel and PDF?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will send that request.
[CUSTOMER][NEUTRAL] If you can send the PDFs now that'd be great and then I'll wait for the Excel.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That'd be helpful so I can pay for June.
[AGENT][POSITIVE] I will send it to you in a few moments. Um, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thanks for your help. I appreciate it. Have a good day.
[AGENT][POSITIVE] Uh, yes, sir. You too, Mr. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Have a good week. Bye.
[AGENT][NEUTRAL] You too. Bye.