AccountId: 011433970860
ContactId: 214abbe2-83b6-423a-b0ea-767bfe19daf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171800 ms
Total Talk Time (AGENT): 52348 ms
Total Talk Time (CUSTOMER): 70000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/214abbe2-83b6-423a-b0ea-767bfe19daf1_20250114T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling about group, uh, crap, let me find the group number.
[CUSTOMER][NEUTRAL] Uh, group number is 25717.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII] I'm the broker on the account.
[AGENT][NEUTRAL] [PII]? OK, what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] give me a moment to pull up the group, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the name of the group, [PII]?
[CUSTOMER][NEUTRAL] City of Harmony.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your email address, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Uh it looks like they're having some billing issues that go back well over a year.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Um, and the former city clerk kind of left him with a mess. I think she was just cutting checks and just sending them in with no reconciliation or rhyme or reason to it.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, they've been working on this with, I think it was [PII] been trying to work on it with him, um.
[CUSTOMER][NEGATIVE] What they need we're wondering, uh, they've been, they need somebody from APL or they didn't know if someone could call them from the billing department to get everything worked out to just kind of let them know what they need, what it needs, what needs sorted out. They, they're kind of frustrated that they haven't been able to get through to anybody. This is coming from them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] OK, and so what I can do is get you connected over to billing and someone definitely would be able to assist in going through the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I thought this was billing.
[AGENT][POSITIVE] Yeah, you, this is the care team um but no worries. I, I can get I can get you connected.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. Um, I have broker, uh, [PII] on the phone. It's for group number 25717. He actually requested you.
[CUSTOMER][NEUTRAL] Ah, you can send it to me.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] You can send them to me.
[AGENT][NEUTRAL] Oh, OK. You know who he is?
[CUSTOMER][NEUTRAL] Yup.
[AGENT][POSITIVE] Oh, OK. All right, thank you, [PII]. Here he comes.
[CUSTOMER][POSITIVE] You're welcome.