AccountId: 011433970860
ContactId: eadb1d5d-9434-4a84-b68c-6d0a0dec1d75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416279 ms
Total Talk Time (AGENT): 218663 ms
Total Talk Time (CUSTOMER): 218833 ms
Interruptions: 9
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/eadb1d5d-9434-4a84-b68c-6d0a0dec1d75_20250625T12:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, girl, it's me. I'm doing some testing.
[AGENT][NEUTRAL] Oh, can you hear me?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, yeah, but the first couple of times you picked up I couldn't, so I don't know what's going on, but.
[AGENT][NEUTRAL] Yeah. Well, what does the CCP, I was just about to post in the thing. The whole CCP thing looks different.
[CUSTOMER][NEUTRAL] Oh really? Oh really?
[AGENT][NEUTRAL] Yeah, yeah, so I was like, OK, did they do? I mean, I was just about to say, send a screenshot.
[AGENT][NEUTRAL] To look at it, I mean, mhm, it looks, yeah, it looks different, uh.
[CUSTOMER][NEGATIVE] Well, the, the only thing he did, he did some work on billing and customer service last night. Um, we, we found an error in, in the, in the programming, and it was causing customers to hold up when they went on the billing. So there wasn't anything done as far as the US. It was just a small change to prevent that hang up. So,
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm just gonna see, oh, I'm gonna see if I can send it just to snippet to a chat for with you, not in the thing just so you can see what it, it just looks different of course I can't use the.
[CUSTOMER][NEUTRAL] I, I don't know. I mean,
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Drop down menu, um.
[AGENT][NEUTRAL] You know, like to see the different keys and stuff like that, yeah. I mean, like, but I can, hold on.
[CUSTOMER][NEUTRAL] The drop down the status.
[AGENT][NEUTRAL] dab dab dab dab.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't even know if you can see that too good.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] But it just looks, the coloring, the where you click the little drop down for the different.
[AGENT][NEUTRAL] I say it's not it.
[CUSTOMER][NEUTRAL] Statuses
[AGENT][NEUTRAL] Yeah, let me try this one. I don't know if it.
[CUSTOMER][NEUTRAL] I don't know, to see on my end, that looks so, that doesn't.
[CUSTOMER][NEUTRAL] Yeah, there wasn't any changes to AWS last night, just to, um, I
[AGENT][NEUTRAL] Huh. Cause it's a totally different look for me today.
[CUSTOMER][NEUTRAL] OK. I, I don't know, but I mean it's working.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, he just, he just got rid of a holding cube that was buried deep down in the weeds and um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Anyway, all right. Well,
[AGENT][NEUTRAL] She should be in the lead.
[CUSTOMER][POSITIVE] Well, carry onward, my friend. I, I guess we're good. I
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I just need to see what happens to me if you guys are both on a call and I press 3. I wanna make sure I'm going to billing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] I mean, should you actually go to billing or, or you, should you still come to the care team?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] No, we're, um, if we don't pick up, they get two offers for a call back and if they continue to hold, then they're supposed to drop in the billing.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh OK. Well, Lord.
[CUSTOMER][NEUTRAL] And that wasn't happening so that's what we fixed and that's what I'm trying to.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Test
[AGENT][NEGATIVE] Until they get ROS problems. I, I wish they would drop over into that queue.
[CUSTOMER][NEUTRAL] All right, boo boo.
[AGENT][NEGATIVE] That sounds terrible. Jeez.
[CUSTOMER][NEUTRAL] I know, sweetie. Believe me, I was on till [PII] last night talking about our woes. I'm telling you, I was telling [PII], she's on the exec team and I'm, I'm trying, [PII]. I really am.
[AGENT][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know, [PII], I know you are, but I, they just, and I know that, I know that you are, but they need to understand that we are dying on the front lines, huh?
[CUSTOMER][NEUTRAL] I tell, I'm, that's exactly the words I used. I said, my team, I said for the first time, I had to make them stagger lunches and breaks. I said, we cannot be on this phone troubleshooting OSC stuff. Something's got to give, so I don't know. She was gonna talk to [PII].
[AGENT][NEUTRAL] Because I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, cause I ended up taking a good bit of calls [PII] yesterday, but I was gonna try to talk to you anyway. I mean, like, some of these calls are lasting a long time. We're trying to help them set it up, you know, troubleshoot with their problems. There was finally one provider and I guess I'm the only person who's logged the provider issue, but he was doing everything right, but.
[CUSTOMER][NEUTRAL] I know, boo boo.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEGATIVE] When he selected provider and then put the tax ID number in, which was correct, I verified that he was getting an error saying maintenance, whatever, right there. He couldn't go any farther. Well, I was not getting that.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] But he tried it like 4 times with me saying, OK, click this, click this, and this, and he was still getting it on his end. So I just put it on that spreadsheet. I didn't know what else to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, that's I'm gonna be sending an email out that you guys are gonna continue to spreadsheet the ones you cannot get fixed and then I'm gonna end up logging them on that form that Tory was logging and it and they're gonna go direct to um.
[CUSTOMER][NEUTRAL] Uh, [PII] and [PII], because they're gonna, they're gonna have to feel the heat we're feeling. Uh, we, we can't do much more. They anyway, I'm not gonna get into all of it, but
[AGENT][POSITIVE] Yeah, because we have time to call these people back.
[AGENT][NEUTRAL] Yeah, I, no, no, no. It's too early, but I mean, you, I know you know the pains, but yeah, it's tough. It's tough.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh girl, I do. I do, I absolutely do. So um we're, we're, we're, we're taking it high, girl. We're taking it high. Last night, um, [PII] texted [PII] and said, I need to talk to you. [PII] gave her a thumbs up, so
[AGENT][NEUTRAL] It's tough, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm, I'm hoping that, you know, yeah, it's
[CUSTOMER][NEGATIVE] It's getting, it's getting gnarly out there.
[AGENT][NEUTRAL] Girl, the lions are roaring and the devil is prowling. That's all I can tell you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yep, yup, yup. OK.
[CUSTOMER][NEUTRAL] All right, girl. Well, keep your, keep your armor on. Keep your arm. One call at a time, my baby girl, one call at a time.
[AGENT][POSITIVE] Oh girl, I'm suited up. I, I'm suited up. You should see me. My helmet. I've got a sword. I've got it all, girl.
[AGENT][NEUTRAL] I got it all.
[AGENT][NEUTRAL] All I need is a horse. All I need is a horse to sit on instead of my desk chair.
[CUSTOMER][NEUTRAL] That's my girl.
[CUSTOMER][NEUTRAL] Well, you just hang in there, baby girl, and wait for my emails, OK?
[AGENT][NEUTRAL] We'll try to.
[AGENT][NEUTRAL] Well, try to call again. Try to, OK, well, are you gonna try to call again cause it looks like [PII]'s on a call, so, but I'm gonna answer it.
[CUSTOMER][NEUTRAL] Well, you gotta, you gotta be.
[AGENT][NEUTRAL] Yeah, so I mean,
[CUSTOMER][NEUTRAL] OK, well, put yourself.
[CUSTOMER][NEUTRAL] Um, put yourself in a.
[AGENT][NEUTRAL] For you to test it.
[CUSTOMER][NEUTRAL] Yeah, take yourself on a a project for a minute.
[AGENT][NEUTRAL] OK. All right. I'm on there.
[CUSTOMER][NEUTRAL] All right. Bye.
[AGENT][NEUTRAL] OK, bye.