AccountId: 011433970860
ContactId: 10e68251-d558-45c4-b98a-f2c216b1681d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156669 ms
Total Talk Time (AGENT): 73496 ms
Total Talk Time (CUSTOMER): 85010 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/10e68251-d558-45c4-b98a-f2c216b1681d_20250602T17:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] Good hey [PII], um, I don't know, um, if I can get an invoice for a PRD. I don't know if your system's up and running, is it?
[AGENT][NEUTRAL] Yeah, it should be. I know we've been having OSC login issues, but I think it's supposed to be resolved now, but you know.
[CUSTOMER][NEUTRAL] Yeah I know I know I know I know I'm.
[CUSTOMER][NEUTRAL] I know, I know, I know, I know. I'm biting my tongue, so because I know these calls are monitored. So it's a PRD 26449.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I got you. It's OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's called MGMG Home Care. Can I get my hands on the latest invoice please?
[AGENT][NEUTRAL] Yeah, give me that number again because I pulled up something different. Did you say 26449?
[CUSTOMER][NEUTRAL] Yeah, 26449 MG Home Care.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Hang on, maybe my system, mine says, one says Sun Art Academy.
[CUSTOMER][NEUTRAL] But I must up
[AGENT][NEUTRAL] 26449.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, let me look at a hard copy of something. Hold on, let me get to my hard drive. Um, maybe I got dyslexic one day and put it in the wrong PRD. Hold on, it even I make mistakes rarely, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it's OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'm not perfect, yeah, I, I, I ain't got time. It's just me who runs the show.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I know why you can't find it. Hold on.
[CUSTOMER][NEUTRAL] Subcategory of the home healthcare.
[CUSTOMER][NEUTRAL] have an invoice.
[CUSTOMER][NEUTRAL] Yeah, 26499.
[AGENT][NEUTRAL] 264, hang on.
[CUSTOMER][NEUTRAL] What did I say?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hang on.
[AGENT][NEUTRAL] 264.
[CUSTOMER][NEUTRAL] Oh, I see why.
[CUSTOMER][NEUTRAL] Yeah, it's 26499.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] 499. OK, got you, got you. OK, I was getting ready to try a different combination so well that work OK.
[CUSTOMER][NEUTRAL] That's why 26499 OK yeah.
[AGENT][NEUTRAL] Oops, give me back to the right screen. Goodness, 26499, right?
[CUSTOMER][NEUTRAL] Yeah, let me fix that in my system too.
[AGENT][NEUTRAL] I'll do that right? Yeah, MG Home Care. MG Home Care. I got it. Yes. OK. So you want the most recent billing statement?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, whatever that one is.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] OK, let me hang on I'm in here, but yes, I'll send that to you, not a problem.
[AGENT][POSITIVE] good uh.
[CUSTOMER][NEUTRAL] Alright, cool. Alright, yeah, just, uh, [PII], whatever email address you have, that's fine. OK, cool. All right, thanks. All right.
[AGENT][NEUTRAL] Yeah, no, I've got your email address. Yeah, the other day, yeah, I got it. Yeah, [PII] insurance, we'll send it. Thank you. bye bye.
[CUSTOMER][POSITIVE] OK thanks bye.
[AGENT][POSITIVE] Mhm. Have a good day.