AccountId: 011433970860
ContactId: 0fe78326-efa4-488e-aa13-cfd18b1393d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280429 ms
Total Talk Time (AGENT): 131017 ms
Total Talk Time (CUSTOMER): 93663 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/0fe78326-efa4-488e-aa13-cfd18b1393d1_20250203T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I was calling about a group billing and, um, um, [PII] has been working on it.
[AGENT][NEUTRAL] OK. All right. Um, can
[CUSTOMER][NEUTRAL] Uh, maybe you can help me or maybe I need to talk with [PII], whatever is easiest.
[AGENT][NEUTRAL] Yes, sir. Um, can I please get your name and your group number?
[CUSTOMER][NEUTRAL] Yeah my name is um [PII] and I work for the broker and the group number is 25798.
[AGENT][POSITIVE] Thank you [PII] and then what is your callback number, sir? Just in case the call gets dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you I appreciate that. Let me pull up your group real quick.
[AGENT][NEUTRAL] OK, and you are you calling about an invoice that um [PII] has been working with for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is the invoice number, sir?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, that I don't, oh, hang on.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Um, it's the November invoice, uh, hang on, I've got that somewhere else.
[AGENT][NEUTRAL] November. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But the the group sent in the wrong remittance sheet they send in the December remittance sheet.
[CUSTOMER][NEUTRAL] And it, you know, but it needs to be applied to November and it if they do that it should be.
[CUSTOMER][NEUTRAL] Paid up November should be paid up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] And so I'm just trying to confirm that that balance matches because um that was my question and.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Trying to just
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so what I'm gonna do um first, can you verify the physical address for your group?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, hang on.
[AGENT][POSITIVE] Yes, sir. Thank you.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] Thank you sir I appreciate that. I'm gonna need to go ahead and transfer you on over to group billing. I'm gonna let them know that you have already verified your group and that you are a contact person and that um you're calling about your November remittance was sent in wrong and if they would just.
[AGENT][NEUTRAL] Send the remittance right that it will correct November's bill and you should be paid up, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, it's gonna be a brief hold while I transfer you on over we appreciate you calling APL today you have a good rest of your week.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm bye bye sir you're well.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling ABL. This is [PII] with billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got, hey, I've got uh Carry [PII] on the phone with group number 25798.
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] I have verified him.
[AGENT][NEUTRAL] And the number he's calling from is a good callback number?
[AGENT][NEUTRAL] He had been talking with [PII] about his November invoice and he said that the group sent in the wrong remittance, but if the correct one is sent in they should be paid up and he just needs assistance.
[CUSTOMER][NEUTRAL] OK, so you've got [PII] on the phone and he's calling about the November invoice, is that correct?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] OK. Oh, you said [PII]?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the good callback number is the [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] 5, yes, that's correct.
[CUSTOMER][POSITIVE] Thank you so much. And I can help you with that. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK. Thanks, [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] You have a good day bye bye.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.