AccountId: 011433970860
ContactId: 21e8468f-25f4-47a0-8f4e-6c5748dbd4df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 511589 ms
Total Talk Time (AGENT): 125184 ms
Total Talk Time (CUSTOMER): 92837 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/21e8468f-25f4-47a0-8f4e-6c5748dbd4df_20250103T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for year end statements.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Alright, and what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Boop.
[AGENT][NEUTRAL] I'm so sorry, what, uh, could you repeat your name? It kind of cut out there.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you the group admin?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, and we're just needing your end statements, uh, [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK thank you um do you have the group number?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] You don't have the group number?
[CUSTOMER][NEUTRAL] No, not on me.
[AGENT][NEUTRAL] OK, um, what was the name for the group?
[CUSTOMER][NEUTRAL] Uh, I think, I mean, it should be under maybe Fork Restaurant or High Street Hospitality Group or Yin and gang.
[AGENT][NEUTRAL] OK, what was the first one?
[CUSTOMER][NEUTRAL] Pork Restaurant?
[AGENT][NEUTRAL] Fork
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try that first.
[AGENT][NEUTRAL] Um, OK, so it's not fork Restaurant. What was the second one it might have been, might have been?
[CUSTOMER][NEUTRAL] High Street Hospitality Group.
[AGENT][NEUTRAL] High Street Hospitality.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's High Street one word?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] No, don't see that one either. Uh, what was the last one it might be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's try that.
[AGENT][NEUTRAL] Uh, I have [PII].
[CUSTOMER][NEUTRAL] Yeah, that's, that's probably it, yeah.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] What's the address for the business?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, yeah, that's it. Awesome. OK, let's see.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], I don't see you on here as the admin.
[CUSTOMER][NEUTRAL] OK, maybe it's [PII] or [PII]
[AGENT][NEUTRAL] It's [PII], yes, [PII] is who we have, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, bear with me just a moment, [PII]. I'm just gonna put you on a brief hold, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], sorry about that. Uh, just to clarify, what kind of year-end statements were you needing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you guys just do like year end statements with every invoice that you've sent for the year, or?
[AGENT][NEUTRAL] You're needing just every invoice?
[CUSTOMER][NEUTRAL] Yeah, but do you have statements?
[AGENT][NEUTRAL] I can definitely try. I just wanted to clarify that. Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] Alright, I'm just gonna put you back on that hold for a moment.
[CUSTOMER][NEUTRAL] What?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bringing
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][NEUTRAL] Doing good thank you um I've got a group admin on the line and she asked for a year end statements um I asked what she meant she said uh basically every every invoice on a single statement.
[CUSTOMER][NEUTRAL] Um, I will talk to her, but I'm gonna have to, uh, like get back to her. Um, I have to research and get back to.
[AGENT][NEUTRAL] Yeah, that, that was a curveball for me. It's like, oh, I don't know.
[AGENT][NEUTRAL] Did you want that group number?
[CUSTOMER][NEUTRAL] Oh yeah, give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEGATIVE] Oh, it's kind of cutting out.
[CUSTOMER][NEUTRAL] Um, what did you say her name was?
[AGENT][NEUTRAL] Um, her name is [PII]. She's not who we have as the contact, but she was able to verify everything, including the contacts.
[CUSTOMER][NEUTRAL] my line is not waiting.
[CUSTOMER][NEUTRAL] Oh, it's not like going to school.
[CUSTOMER][NEUTRAL] OK, here we go. What's the group number?
[AGENT][NEUTRAL] It's 25504.
[CUSTOMER][NEUTRAL] OK. Was she able to verify everything?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Let me see that and uh send it over.
[AGENT][NEUTRAL] You're ready for her?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK all right thank you bye bye.