AccountId: 011433970860
ContactId: 20c0f636-2767-40ca-a634-8efaa86b0c85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196270 ms
Total Talk Time (AGENT): 44844 ms
Total Talk Time (CUSTOMER): 79989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/20c0f636-2767-40ca-a634-8efaa86b0c85_20250203T21:19_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], let me give you the uh my invoice number or group number.
[CUSTOMER][NEUTRAL] Which one's best?
[AGENT][NEUTRAL] Both.
[CUSTOMER][NEUTRAL] OK, group 80103.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And invoice number is 0006381195.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] Now, my name is [PII]. I'm the owner of Chef Delights catering.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment to pull up the file and I can get you verified.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I have the group information pulled up here, [PII]. um verify the mailing address and the phone number for this location.
[CUSTOMER][NEUTRAL] It is [PII], that's [PII], and the telephone number should be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If not, I'll give you the office number.
[AGENT][NEUTRAL] And what's the office number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's the email that we show and what's um your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] I just wanna make sure that I put this on automatic deduction. I have so many things going on and I'm like I just got the bill and I'm like, not positive. I just wanna make sure that.
[AGENT][NEUTRAL] As far as your premiums?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEGATIVE] I want to get this doubt out of my mind. I mean, I'm sure that I, I just have so much going on at one time that I, I don't have.
[AGENT][NEUTRAL] Yeah, I do show, uh, a banking, uh, and routing number for you.
[CUSTOMER][NEUTRAL] Oh, I just want.
[CUSTOMER][NEUTRAL] OK, uh, account [PII] ending in [PII].
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][POSITIVE] Perfect, we're good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.