AccountId: 011433970860
ContactId: 078d819b-773c-4acf-98a1-76b3eeffe82d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166559 ms
Total Talk Time (AGENT): 59094 ms
Total Talk Time (CUSTOMER): 39610 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/078d819b-773c-4acf-98a1-76b3eeffe82d_20250625T18:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling A. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, are you able to send me a copy of the July invoice for group 17222?
[CUSTOMER][NEGATIVE] Uh, so I'm in the portal but I keep getting an error saying that it won't download the invoices.
[AGENT][POSITIVE] Oh sure yeah I'm so sorry about that. I know it's been um.
[AGENT][NEUTRAL] Since it changed there's been quite a few little uh bugs and hiccups with all that um you said the July invoice?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII] calling from the broker's office. [PII] is the broker.
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] The email should [PII].
[CUSTOMER][NEUTRAL] Oh, excuse me.
[AGENT][NEUTRAL] OK, I do see that. OK, I think we've got, um, you're fine. I think we've got [PII], um, but yeah, that's fine. I could still see that's the same, um.
[AGENT][NEUTRAL] Email, so alrighty, let's see and this was the Fisher Electric Inc.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, [PII], can I go ahead and get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You alright one please.
[AGENT][NEUTRAL] OK, now did you want me to email that to you or would you prefer fax?
[CUSTOMER][POSITIVE] Um, if you could email that'd be great.
[AGENT][NEUTRAL] Sure, uh, what was that email address for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it. Alright, I will send that to you um was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You as well. Mm bye.
[AGENT][POSITIVE] Thank you. Bye bye.