AccountId: 011433970860
ContactId: efc2aa4b-9c32-4292-8697-0205d8c470da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 625539 ms
Total Talk Time (AGENT): 92980 ms
Total Talk Time (CUSTOMER): 114285 ms
Interruptions: 4
Overall Sentiment: AGENT=1.8, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/efc2aa4b-9c32-4292-8697-0205d8c470da_20250402T13:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Uh, yes, good morning. Uh, my name is [PII] and I'm calling from HR management consultants. Um, I received a bill by mail, but when I go to the system, it's not showing in there and it doesn't let me pay it.
[AGENT][NEUTRAL] OK, so it was an invoice?
[CUSTOMER][NEUTRAL] Uh, when will I see it online?
[AGENT][NEUTRAL] If you already received it, you should be able to see it, um, but I can check on it for you, Ms. [PII]. Um, may I have, sure. May I have the group number and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, could you please?
[CUSTOMER][NEUTRAL] OK, the, the group number is 80099.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] You like them?
[CUSTOMER][NEGATIVE] Yeah I'm not a fan of like yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And I need to verify the mailing address and your email address for verification.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the email, um,
[CUSTOMER][NEUTRAL] We have 2 emails. We have uh HRMCS 2.
[CUSTOMER][NEUTRAL] I know, that's the username. I'm sorry. The email would be um [PII]. Sorry.
[AGENT][POSITIVE] OK, yeah, that's the one we have. It's OK, no problem.
[AGENT][NEUTRAL] Alright, OK, so let me check and see what's going on why you cannot see that invoice. Um, let me just a second, and do you have that invoice number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, 0006386408.
[CUSTOMER][NEUTRAL] It's for April.
[AGENT][NEUTRAL] All right. Do you mind holding for me just a minute, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][POSITIVE] OK thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Be all right.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello. Yes, Ms. [PII], um, so we're trying to see what's going on. It's probably, um, system is not updated or something like that. Um, so it's gonna be a few minutes. Um, do you want me to just call you back when it's resolved or when I get some news about it? OK. All right. So I'll go ahead. OK, I'll go ahead and do that because, yeah, I'm trying to see and they still saying they're looking for it and see what's happening, so.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, I would appreciate that. Yes, I would appreciate that.
[CUSTOMER][NEUTRAL] you know
[CUSTOMER][NEUTRAL] Yeah, usually when, when I receive it, it's there, but it's not there, the one is not there.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] OK. So I'll go, go ahead and give you a call back once I hear something from that department, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Perfect. Perfect. Thank you very much.
[AGENT][POSITIVE] All right. Well, you have a good day. You're welcome. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.