AccountId: 011433970860
ContactId: 095338f3-f2c1-41ce-9cb1-980e3c5ad75a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454000 ms
Total Talk Time (AGENT): 117542 ms
Total Talk Time (CUSTOMER): 146302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/095338f3-f2c1-41ce-9cb1-980e3c5ad75a_20250127T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. My name is [PII]. I'm calling from the Saint Andrews Club.
[CUSTOMER][NEUTRAL] Uh, can I give you the, the group number?
[AGENT][NEUTRAL] OK, how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Oh, I'm calling because I am retrieving the invoice for February.
[CUSTOMER][NEUTRAL] And uh I'm looking you know uh we have one employee that qualifies that is not there and then when I was also looking in the open invoices uh it's a couple old ones there that I'm saying you know so I just wanna make sure that uh we.
[CUSTOMER][NEUTRAL] You know, it says here amount bill, amount due, we don't have anything pending.
[AGENT][NEUTRAL] OK, is this a February invoice for 24 or 25?
[CUSTOMER][NEUTRAL] 25.
[AGENT][NEUTRAL] What's the invoice number?
[CUSTOMER][NEUTRAL] This invoice number is 6379346.
[AGENT][NEUTRAL] 637-934-6. OK, what's a good phone number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, it's [PII], sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 02 and what's the group number?
[CUSTOMER][NEUTRAL] The group number is 16381.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] What's the name of the group, um, [PII]?
[CUSTOMER][NEUTRAL] It is the San Andrews Club Inc.
[AGENT][NEUTRAL] OK, and can you give me your email address and then the group's mailing address?
[CUSTOMER][NEUTRAL] Uh, yes, my email address is [PII] and the mailing address is [PII].
[AGENT][NEUTRAL] OK, thank you. Are you the group Badman for the group?
[CUSTOMER][NEUTRAL] Uh, I am the, uh, payroll administrator. Uh, uh, you may have the information from my, uh, uh, assistant controller [PII].
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] Yes, but I am uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The payroll administrator.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And I was just checking to see if you were um an admin that um approved admin and I don't see you listed here um [PII], so could you do me a favor? Can you have [PII] send us an email.
[AGENT][NEUTRAL] To get you added
[CUSTOMER][NEUTRAL] Yeah, he's not
[AGENT][NEUTRAL] To get you added
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that we can, you know, talk to you about your account um if you could send it to.
[CUSTOMER][NEUTRAL] I will.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] The uh uh the word [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] [PII], that's [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you said [PII], [PII] [PII].
[AGENT][POSITIVE] Correct, and actually, yes, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you have to say please add [PII] to
[AGENT][NEUTRAL] And then the, the
[CUSTOMER][NEUTRAL] Uh, does that count? do you?
[AGENT][NEUTRAL] Well, the the approved contact can give us APL permission.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] To you know, disclose or talk to you about the account basically.
[CUSTOMER][NEUTRAL] Mhm, OK.
[CUSTOMER][NEUTRAL] Alright, so right now, can you give me some general information at least like um, you know, I.
[AGENT][NEUTRAL] Yeah, not without the permission of the group admin we could, we can't proceed before before that's given.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK all right well thank you thank you so much and have a good day.
[AGENT][POSITIVE] OK, [PII], no other questions. Thanks for calling APL. Have a good day. So as soon as you get that email over to us or [PII], get that email over to us specifying who we can add as a group, um, admin and disclose information to, we'll get that in our system and then you'll be good at that point.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] To call us
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And get information, OK?
[CUSTOMER][POSITIVE] All right, thank you, bye bye.
[AGENT][POSITIVE] All righty. You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII], did you have any other questions? I think I, I still have you on the phone.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][POSITIVE] I'm so sorry. I uh
[AGENT][POSITIVE] Oh, no worries.
[CUSTOMER][POSITIVE] I apologize, sir. Thank you.
[AGENT][POSITIVE] Oh, that's OK. All right, [PII], have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.