AccountId: 011433970860
ContactId: 096d51e1-7665-4cf3-8819-014b33396b87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141199 ms
Total Talk Time (AGENT): 87970 ms
Total Talk Time (CUSTOMER): 38933 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/096d51e1-7665-4cf3-8819-014b33396b87_20250523T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. um, I have a quick question for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a group ad man they're wanting a statement or billing statement for the group. Uh, do they need to send an email requesting that?
[AGENT][NEUTRAL] Like an invoice?
[CUSTOMER][NEUTRAL] That's why I asked her and she said no like a statement with payments that have been made or um.
[AGENT][NEUTRAL] Uh, like a pay history?
[CUSTOMER][NEUTRAL] I guess so. That's why I'm, I guess. She wasn't very specific.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, pay history is the only thing we'd be able to do, um.
[AGENT][NEUTRAL] So yeah, um, what you can do one of two things have her email it to the care team or whatever and then y'all send it over to billing and whoever the processor is we'll get it done or you just send the hub request over to billing and.
[AGENT][NEUTRAL] The whoever the processor is we'll get it done or just give me the group number and I'll work on it and send it to her if she if but uh um if she's the one that's on or the email that I'm gonna be sending it to just let her know that that's the email that that's the only email we can send it to it's the one that we have on file in EMPL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and I have verified all our information um the group number is 25639.
[AGENT][NEUTRAL] Um, mash my concrete.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I'll get it um, does she, did she say how far back she wanted it? Well, this is a fairly new group, so it's not gonna be that far back anyway. Um, yeah, let her know I'll, I'll, um, let's see, it goes back.
[CUSTOMER][NEUTRAL] 22.
[AGENT][NEGATIVE] Oh, she's damn, several years. Um.
[AGENT][NEUTRAL] Yeah, I'll go ahead and just do I'll do like all of 24 and then all of what we have for 25 and then if she needs more I'll, I can add it on too but yeah let her know I'll I will um.
[AGENT][POSITIVE] Start working on it and just give me a little bit to get it done and I'll send it over.
[CUSTOMER][POSITIVE] Awesome. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Well, you have a great weekend.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Right