AccountId: 011433970860
ContactId: 1c1d2524-cdd3-4623-baba-8b491e95b442
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224360 ms
Total Talk Time (AGENT): 58222 ms
Total Talk Time (CUSTOMER): 72807 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/1c1d2524-cdd3-4623-baba-8b491e95b442_20250117T14:20_UTC.wav
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[CUSTOMER][NEUTRAL] I'll be
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], how are you?
[AGENT][NEUTRAL] Just fine how are you?
[CUSTOMER][POSITIVE] Doing good. Can I give you the uh group number that I'm calling in reference to?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, group number is gonna be.
[CUSTOMER][NEUTRAL] Group number is 22898.
[AGENT][NEUTRAL] City of [PII].
[CUSTOMER][NEUTRAL] That is correct. Alright, so what I need is I need the full blown bill, not the digital little 2 page bill that it gives you access to online, like the bill the group would actually receive by mail that then they turn around and they mail a payment out to you guys with um on this group for January.
[AGENT][NEUTRAL] And how can I help you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For January, OK, let me just make sure that here. Give me just a second, it should be and you want me to email that to where?
[CUSTOMER][POSITIVE] Thanks for agreement.
[CUSTOMER][NEUTRAL] To to me right now.
[AGENT][NEUTRAL] And can you give me your email address?
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[CUSTOMER][NEUTRAL] At um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, alright, so this is [PII] that I'm speaking with.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right, yeah, I will, well, hang on just a second, let me, I'm sure it's out here, but I just wanna.
[CUSTOMER][NEUTRAL] Yeah, if you, I was gonna tell you I'm gonna stay with you on the phone, uh, just to make sure I get it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So what, leave the sta alone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] I'm just the lady that she's the [PII].
[AGENT][NEUTRAL] OK here we go.
[AGENT][NEUTRAL] Yes, on [PII], the bill for January, so yes, I do have it. So yes, I can send that to you. Hang on just one second. Let me do it while I'm on the phone with you.
[AGENT][NEUTRAL] To make sure it goes through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Billing statement say Januarying statement [PII].
[AGENT][NEUTRAL] OK, here we go.
[CUSTOMER][NEGATIVE] you know dirty.
[AGENT][NEUTRAL] OK, I just sent it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect, got it.
[AGENT][POSITIVE] Get it. OK, perfect. Anything else I can help you with?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] No, not at all. Happy Friday. uh, thank you so much for your time.
[AGENT][POSITIVE] You too have a great day. Thanks for calling APO bye bye.
[CUSTOMER][POSITIVE] All right bye bye you too bye bye.