AccountId: 011433970860
ContactId: 1ff3eab4-d44d-4847-8bb2-29e273234b05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114230 ms
Total Talk Time (AGENT): 17545 ms
Total Talk Time (CUSTOMER): 48710 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/1ff3eab4-d44d-4847-8bb2-29e273234b05_20250505T17:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Brica physicians. How, how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Mm fine thank you. uh [PII], uh, we, we are not receiving the, the invoice.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] To for to make a payment.
[CUSTOMER][NEUTRAL] I don't know what is happening. Can you review? I have the group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, first of all, can I get your callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. And what did you say your name was one more time? I'm so sorry.
[CUSTOMER][NEUTRAL] Thank you, [PII], and the, the last name is [PII]
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] No matter poor like it also is connect to hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] No, no, no, the number to a telephone.
[CUSTOMER][NEUTRAL] It's [PII] control.
[CUSTOMER][NEUTRAL] That's [PII].