AccountId: 011433970860
ContactId: 11966936-f1a6-47e8-9567-f5641760292d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 503279 ms
Total Talk Time (AGENT): 215028 ms
Total Talk Time (CUSTOMER): 206046 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/11966936-f1a6-47e8-9567-f5641760292d_20250530T15:23_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] communist.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, we received a, an email saying that we have some outstanding invoices that's due. I was wondering if you could email me the copies of these invoices.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with that. Um, and do you have your group number?
[CUSTOMER][NEUTRAL] Um, is it a five-digit number?
[AGENT][NEUTRAL] Um, it should be, um, yes, ma'am, or is this individual policies or is it for the group?
[CUSTOMER][NEUTRAL] Um, I have no idea.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I, so what happened is the, the, the original, it's for Milan Group LLC and um they're, we acquired them back in November in [PII]. So these, like, I believe they
[CUSTOMER][NEUTRAL] They owe you a couple invoices. So I'm just trying to get these invoices and see if um we need to, we need to pay them or not.
[AGENT][NEUTRAL] OK, got you. Yes, ma'am. Let me see, and you said Miling Group LLC.
[CUSTOMER][NEUTRAL] Yeah, Milan Group, one word, M I L L E N, group space L L C.
[AGENT][NEUTRAL] And you're in [PII]?
[CUSTOMER][NEUTRAL] Yes, correct. It's in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your name, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you, Miss [PII].
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And can you uh verify the address for the group?
[CUSTOMER][NEUTRAL] Yeah, it is [PII], it's in [PII].
[AGENT][NEUTRAL] Thank you. OK, and the um group contact that we have on the group, um, do you happen to know who that would have been before?
[CUSTOMER][NEUTRAL] Um, it might be [PII] or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes thank you it is [PII], so I just needed to um confirm that with you and we do have her email address on file um you know to send those bills to uh would you need them to go somewhere else?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please. Yes. Can you please send it to [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we can update that in our um system, but we would need that on letterhead from the company, from the group to be able to do that. We have to have that in writing, and it would have to come um.
[AGENT][NEUTRAL] No, is [PII] just no longer affiliated in any kind of way?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I am just looking to see where we are here.
[CUSTOMER][NEUTRAL] I have the 2 invoice numbers.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, so the invoice number is INV-0006382341.
[CUSTOMER][NEUTRAL] So that's one of them. And the other one is INV-0006384926.
[AGENT][POSITIVE] OK, thank you. I do see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm getting those pulled up I think.
[AGENT][NEUTRAL] Hey
[AGENT][POSITIVE] And it looks like it's outstanding, um, from
[AGENT][NEUTRAL] It's January and February have been paid, and so it is outstanding from March through June.
[AGENT][NEUTRAL] Um, because our June billing has already gone out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, so I need you to send all those email uh all those invoices to my email address, the one that I just gave you.
[CUSTOMER][NEUTRAL] If you want them getting, if you want them paid, because she, like, she will not be paying those invoices.
[AGENT][NEUTRAL] Right, right. OK. Yes, ma'am.
[AGENT][NEUTRAL] Um, and I need to, um, can I ask you to send us an email, um, asking to update the contact information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and kind of just let us know that you've taken over.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] This group, um, and then we will be more free to um do what we need to do um I can get those sent out to you but I do need that email first if you don't mind.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Which email?
[AGENT][NEUTRAL] OK, and the um email.
[CUSTOMER][NEUTRAL] Oh, you the the email saying that they've been acquired, got you, yep.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. Thank you. Um,
[CUSTOMER][NEUTRAL] And where do I email it to?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, the the, the, the letter that we received from you guys, it actually
[CUSTOMER][NEUTRAL] Does, like, is there a billing department that you guys have?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] Or is this the same thing? OK. All right.
[CUSTOMER][NEUTRAL] Yeah, so I could get that email to you and it will be coming from, will you be receiving it or is it like a group of people, like a general email box and any.
[AGENT][NEUTRAL] It, it is a group, yes, ma'am. It is a group, but they will let me know that it came in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and I'm gonna go ahead and
[CUSTOMER][NEUTRAL] OK, all right, so I'll get that email to you.
[AGENT][NEUTRAL] OK, thank you, yes ma'am, but I will go ahead and get this request put in to get this emailed to you and as soon as we receive that email from you, um, you know, explaining what's going just that it's been acquired and you're the new contact person, um, we can get those sent out.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, definitely. I'll get that out immediately.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Thank you. I appreciate that.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Yes, ma'am. Um, can I do anything else for you?
[CUSTOMER][POSITIVE] Nope, that'll be it for now. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][NEUTRAL] Bye.