AccountId: 011433970860
ContactId: e70fcf5b-699b-4b99-8823-c19b3a9bccde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210149 ms
Total Talk Time (AGENT): 41360 ms
Total Talk Time (CUSTOMER): 119916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e70fcf5b-699b-4b99-8823-c19b3a9bccde_20250619T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Nola Box Supply in [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] We are trying to figure out how to pay our bill online.
[AGENT][NEUTRAL] OK. Do you have your group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would it be 23761?
[AGENT][NEUTRAL] Uh let me look that up. Give me one moment.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][NEUTRAL] OK. And what was your first and last name?
[CUSTOMER][NEUTRAL] [PII] Last name [PII]
[AGENT][NEUTRAL] And what's the address for the group?
[CUSTOMER][NEUTRAL] [PII] yeah.
[AGENT][NEUTRAL] OK and then um what's the number for the group callback number?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEGATIVE] That's what's under my name online. I, I was able to log in. I just can't pay the bill for some reason, so I don't know why.
[AGENT][NEUTRAL] OK, uh, what was the number, the telephone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then the email address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you [PII]?
[CUSTOMER][NEUTRAL] No, I'm, I'm, I own the company. I'm [PII]'s right here though. Hi.
[AGENT][NEUTRAL] OK. I, um, so you'll have to recreate your account, um, so you'll go to the [PII] and go to create your OSC account because we've upgraded our website.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] We created the account because I called last time and I couldn't get them the first time I was told to create an account, so we just did that. I have the account pulled up by you and I see good details, invoicing and then the employee.
[CUSTOMER][NEUTRAL] I clicked on the invoice.
[CUSTOMER][NEGATIVE] But it's telling me that there's an error.
[CUSTOMER][NEUTRAL] It says action required after viewing.
[CUSTOMER][NEUTRAL] Oh that's different.
[CUSTOMER][NEUTRAL] Oh, it's like going to the doctor.
[CUSTOMER][POSITIVE] Oh, you feel better.
[CUSTOMER][NEUTRAL] Oh my gosh, that was like a magic. I know you see that's like going to the doctor, I submit invoice, I guess, huh? How do you review it? How do I point this?
[CUSTOMER][NEUTRAL] Uh, I'm sure you'll, you can go back in.
[CUSTOMER][NEUTRAL] OK, so submit invoice. Sure, you want me to take a picture of it?
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Uh, campus discuss why not? OK.
[CUSTOMER][NEUTRAL] You wanna pull up the people? No, that's alright.
[CUSTOMER][NEUTRAL] Alright, let's see if she can do it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's the account.
[CUSTOMER][POSITIVE] To see if it works. 00 my gosh, thank you very much for answering our call. You fixed everything.
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][POSITIVE] Well, no, you've done it all. Thank you. Have a great day.
[AGENT][POSITIVE] Thanks for calling A. Have a great day too. Bye bye.