AccountId: 011433970860
ContactId: 0934f816-3039-42d0-a04e-f1f253339b82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199059 ms
Total Talk Time (AGENT): 70187 ms
Total Talk Time (CUSTOMER): 70097 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/0934f816-3039-42d0-a04e-f1f253339b82_20250606T22:11_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Thing
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a um group admin on the phone and she's trying to sit on the OSC which I was trying to help her with, but it looks like it's just taking forever, but she's wanting to know if there's any outstanding balance for the group so she can send a check tomorrow.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I looked in the GRMA I screen and it's
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] 26897 and it it says something on here as WBW-dash bill. I don't know what that means.
[AGENT][NEUTRAL] Web bill, it's just uh where it's in the on the OSC.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] Um, they have April and May do, and I'll give you those. Oh, getting an error.
[AGENT][NEUTRAL] Can you give me that group number one more time?
[CUSTOMER][NEUTRAL] 26897.
[AGENT][NEUTRAL] Alright, so.
[AGENT][NEUTRAL] April, um, as long as they don't have any adjustments, it's 544-46.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] 544 46 for April.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then May I get.
[AGENT][NEGATIVE] This error seems like I'm buzzing.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] Alright, and May is 498-92 as long as they don't have any adjustments.
[CUSTOMER][NEUTRAL] 9.
[CUSTOMER][NEGATIVE] Well, there's no adjustments.
[AGENT][NEUTRAL] Yeah, as long as they don't have any like terminations or additions, that's the amount of 49892, so April and May is what's due.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK thank you I'm trying to pull up the invoices but I cannot.
[CUSTOMER][NEUTRAL] It's not
[AGENT][NEUTRAL] Um, do they need their like, OK.
[CUSTOMER][NEUTRAL] Oh, there it is.
[AGENT][NEUTRAL] I was gonna say I can send a paper copy and I can email it.
[CUSTOMER][NEUTRAL] So there's no overdue amount besides those 2 months?
[AGENT][NEUTRAL] Yeah, the, uh, they're, um, May, there's, they're not overdue on that yet, but April is overdue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you ma'am. I can let her know and I can email her these EOBs.
[AGENT][NEUTRAL] All right, I
[CUSTOMER][POSITIVE] Or, uh, uh, invoices if you need. Alright, I appreciate you.
[AGENT][NEUTRAL] No problem. If anything else, let me know.
[CUSTOMER][POSITIVE] Have a great one. All right, bye.
[AGENT][NEUTRAL] You too. Bye.