AccountId: 011433970860
ContactId: 16fc3a77-1f93-4389-bf73-73dc2a23e2fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223059 ms
Total Talk Time (AGENT): 70600 ms
Total Talk Time (CUSTOMER): 70077 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/16fc3a77-1f93-4389-bf73-73dc2a23e2fd_20250211T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], are you in billing?
[AGENT][NEUTRAL] I am not, but I can get somebody on the line and billing. Did you need help paying a bill or?
[CUSTOMER][NEUTRAL] No, no, no, I'm with National Agency Solution. I actually would prefer to speak to [PII] if she's available.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, so you're with National Agency Solutions you said?
[CUSTOMER][NEUTRAL] Yeah, we're a [PII] kind of sort of.
[AGENT][NEUTRAL] All right. And if you don't mind, can I just get your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright [PII], let me reach out and see if [PII] is available. Give me just one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, [PII]. It looks like she's actually on a break right now. Do you have a number I can have her maybe call you back when she comes back?
[CUSTOMER][NEUTRAL] Is there somebody else in building that can help me? Is [PII] available?
[AGENT][NEUTRAL] No, she's not available either.
[AGENT][NEUTRAL] Let me just call over, yeah, let me just call over there. Give me one second.
[CUSTOMER][NEUTRAL] Is there anybody?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] Can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Hi, I'm good um I have a [PII] on the line. She said that she needs to speak to somebody in billing. She's with um National Agency Solutions. She didn't really say what it was about. She just said she talked to somebody in billing. She had been working, I guess, with Amber, but [PII]'s on break, it looks like.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][NEUTRAL] Alright, here she comes.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from National Agency Solutions, and I need to um to look into an actual one of our group's accounts.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, the group is
[CUSTOMER][NEUTRAL] Place of Hope, and the group number is 18005.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The February invoice has one employee listed twice and has another employee that according to the group um it's supposed to be termed.
[CUSTOMER][NEUTRAL] Mm, let me get the.
[CUSTOMER][NEUTRAL] Come on
[CUSTOMER][NEUTRAL] Mm, has the termination request been sent to us?