AccountId: 011433970860
ContactId: 019f4b96-3a45-453a-96a8-9305185a9553
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264920 ms
Total Talk Time (AGENT): 85422 ms
Total Talk Time (CUSTOMER): 61069 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/019f4b96-3a45-453a-96a8-9305185a9553_20250123T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, did you say [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII], and I work with Major Financial Planning Inc.
[CUSTOMER][NEUTRAL] And we have a group there.
[CUSTOMER][NEUTRAL] Number 21649.
[CUSTOMER][NEUTRAL] The land construction company and I need to know if their payment is up to date please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you said that you're with.
[CUSTOMER][NEUTRAL] The, the agent, um, [PII].
[AGENT][NEUTRAL] Who
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] C.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah because I think.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Looks like they've paid um December.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In January, no?
[AGENT][NEUTRAL] Um, I don't see that they paid January. I see that they paid [PII] on, uh, [PII].
[CUSTOMER][NEUTRAL] December was paid on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then January is due.
[AGENT][NEUTRAL] Um, yeah, it should be available to be paid online, yes.
[CUSTOMER][NEUTRAL] OK, and how much is due?
[AGENT][NEUTRAL] Well, um,
[AGENT][NEUTRAL] I don't know. Um, give me just a second, that's on a different screen.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It looks like they've been paying 5,603 and 70 cents, but
[AGENT][NEUTRAL] I don't know for sure.
[CUSTOMER][NEGATIVE] You don't show any money received and is in suspense so it has not been applied.
[AGENT][NEUTRAL] Uh, that's not my department. I could get you over to billing if you'd like, but, um, I can't see that. I can just see if they've, if they're up to date on their bill, and then I can pull an invoice and like tell you how much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is the one you're telling me 5603.70.
[AGENT][NEUTRAL] Yeah, it looks like the last 2 times that's what they've paid um.
[AGENT][NEUTRAL] I can pull a more accurate invoice. It's just taking just a second to open up this.
[CUSTOMER][POSITIVE] Please, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Just taking a sweet time for just a moment.
[AGENT][NEUTRAL] Yeah, it still looks like it's the 50603.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] OK, good enough, [PII] thank you very much for your help, OK? Take care.
[AGENT][POSITIVE] Of course, yeah, have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank