AccountId: 011433970860
ContactId: 253eb2c3-a7ca-4d3a-9b24-e99083df5402
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264220 ms
Total Talk Time (AGENT): 69994 ms
Total Talk Time (CUSTOMER): 75461 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/253eb2c3-a7ca-4d3a-9b24-e99083df5402_20250605T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling you from group number 16,460.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] David Posnak Jewish Community Center, we received a check in the mail. I had called about it on [PII], and whoever I spoke with said they had to research it, and I haven't heard back from anybody yet.
[AGENT][NEUTRAL] Hm, OK, let's see.
[AGENT][NEUTRAL] All about
[CUSTOMER][NEGATIVE] The problem was is that we received a check and the backup has a different amount.
[CUSTOMER][NEUTRAL] Than the check.
[AGENT][NEUTRAL] OK, yeah, I see the notes in here the check number.
[AGENT][NEUTRAL] Alright [PII], uh, do you have a good callback number? I'm gonna need to call somebody over in billing.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my direct extension is [PII].
[AGENT][NEUTRAL] OK, um, let me just call over there if you don't mind. I'm gonna place you on a brief hold and see if they have any insight to maybe why you haven't heard anything on this yet, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Give me a hub request number though.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer care. I have an admin with a group on the line and she's calling about a check that they received that there was a hub request I guess put in for, um, the amount that was on the check and the letter they received aren't matching.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the group number is 16,460 for [PII].
[AGENT][NEUTRAL] And the contact we're speaking with is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Alright, check 9:23 27.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][NEUTRAL] OK, here she comes, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] I don't know. I got them from you. Thank you.
[AGENT][NEUTRAL] [PII], I have [PII] on the line in group billing and I'm gonna go ahead and transfer you over, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from group number 16,460. We received a check in the mail.