AccountId: 011433970860
ContactId: ec76c4fa-5f17-424b-9ac0-b182a1c297f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180539 ms
Total Talk Time (AGENT): 89978 ms
Total Talk Time (CUSTOMER): 88447 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/ec76c4fa-5f17-424b-9ac0-b182a1c297f5_20250527T14:44_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um.
[CUSTOMER][NEUTRAL] Mr. [PII] on the phone, he is with group number 25587.
[CUSTOMER][NEUTRAL] I have verified him. Of course our online service center is giving us difficulties right now and they're not able to pay the invoice there, so he would like to take his invoice over the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I just got one call about that myself.
[CUSTOMER][NEUTRAL] Yeah, he'd like to pay his over the phone and he doesn't know his information because he can't get into the online service center to give it to you.
[AGENT][NEGATIVE] Oh gosh, I gotta see. I gotta see if I can get in to see if the total is. Give me just a second. I may have to call them back because I got to call another group back. This is a mess today, isn't it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's OK. You can go ahead and send it to me.
[CUSTOMER][NEUTRAL] Yes, it is, and then.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much. Let me give you a callback number. It's [PII].
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I'll be glad to help. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome [PII] have a blessed day bye bye.
[AGENT][NEUTRAL] You too. You too, ma'am. Bye-bye.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hey, this is [PII]. I work in the great billing department. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][NEUTRAL] I'm doing well, thank you so much for asking. I understand you're just trying, you're trying to pay your invoice and you're not able to get onto the OSC, is that correct? The online service center?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. Yeah, I'm not, we, we seem to be having some maintenance, I mean some trouble with that because I am not able to get on it myself. I've I have contacted our department to let them know. Can I call you back as soon as it comes up, or can I email you your invoices, which is gonna be better for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, of, of, of course, yes, um, yeah, the best number.
[AGENT][NEUTRAL] OK. I mean, I can call you back and email whatever you prefer to be fine, and I do apologize for this inconvenience. Is it for the May invoice you're trying to do? What invoice is it?
[CUSTOMER][POSITIVE] Yeah, no, no problem.
[CUSTOMER][NEUTRAL] Um, it's we just got the email this morning to go on and pay it, so I'm assuming it is May. I'm not sure, um, but yeah, if you could email me the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no, I can, I can find that out when it comes back up.
[CUSTOMER][NEUTRAL] Yeah if you if you could email me that would probably be best.
[AGENT][NEUTRAL] Sure, I will do that.
[AGENT][NEUTRAL] And you've got your your email on file. She verified that with you earlier, didn't she?
[AGENT][POSITIVE] All right, [PII]. I will certainly do that.
[CUSTOMER][NEUTRAL] I believe so, um, I.
[CUSTOMER][POSITIVE] OK, well, yeah, that, that sounds good. I appreciate your help and we'll uh we'll keep an eye out for your email.
[AGENT][POSITIVE] OK, well, you're welcome, [PII]. You have a great day, OK?
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][POSITIVE] OK, you're welcome, thank you.
[CUSTOMER][NEUTRAL] Yeah, OK. All right, bye.
[AGENT][NEUTRAL] Bye.