AccountId: 011433970860
ContactId: 2748265c-c7f0-45dd-aa7c-173481b7893d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245820 ms
Total Talk Time (AGENT): 89056 ms
Total Talk Time (CUSTOMER): 164080 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/2748265c-c7f0-45dd-aa7c-173481b7893d_20250114T18:22_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Yeah, good. Hey, [PII], um, I've been trying to get a hold of, she might be on vacation, but [PII] and billing, is she still in billing? Because sometimes you guys move around.
[AGENT][NEUTRAL] Um, well, she, she, yes and no.
[AGENT][NEUTRAL] She's kind of supervising that whole um.
[CUSTOMER][NEUTRAL] Uh, the whole thing, OK, and I know [PII] moved. Do you have somebody like, uh, just a general accounting? I need to get some invoice numbers. Um, I just don't know, I sent [PII] an email like 3 days ago. It's not like her to not send me something immediately back even though there's no rush.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, and I think she's doing some business traveling this week too, so that might be part of it. Um, so what is it you need [PII] exactly and I mean I can probably help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] [PII], there's a group, uh, 22931, it's called Farmco, um, which is no more of [PII], but obviously because they got bought out. But, um, long story short, I need the, the, the invoice numbers and the amount paid from [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, vice versa. It's gonna be [PII].
[AGENT][NEUTRAL] OK, so then you really just need like the premium paid report?
[CUSTOMER][NEUTRAL] Yeah, yeah, and the yeah and the invoice number that goes with it.
[CUSTOMER][NEGATIVE] It's purged from OSC, so I can't even get my friends to look at it. It was a long story short, it was a shared account and, um, and, uh, they took it away from me, [PII], but I've been paying the agent for a year and a and a quarter, and, you know, it comes out to be a little bit of money, and, um, and he had no idea. So don't want to give somebody $1000 if, you know, I've already paid them for something that's not even, I never got it for some reason.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Yeah, yeah, yeah, yeah. So, I mean,
[AGENT][NEUTRAL] But do you, do you need the actual invoice number for by month because otherwise I think we all we're gonna have we'll have to pull them all separately so billing can do this really simple um premium paid report that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, but, uh, but who, but yeah, but, uh, who do I have in billing, or, I mean, can I send it to, uh, [PII] or something? I have no other than [PII], she's the only one that I know that's in billing.
[AGENT][NEUTRAL] Yeah, well, I'm just saying it's not going to have invoice numbers on it it's just gonna say for this month we received this much money and this is what we posted, but if you need like an actual documentation to show here's the invoice and here's the amount.
[CUSTOMER][NEUTRAL] OK, that's fine. OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, I don't. I'm just, yeah, I'm, yeah, I mean, I have that when I usually pay the guy I have the invoice numbers so I just don't have it for the last quarter of [PII] for some unknown reason. I have all the invoice numbers, but, um, I just thought it would be easy to get to an Excel.
[CUSTOMER][NEUTRAL] Uh, file like that. But, but who can I, who can I send this to or I'll just let [PII], it's no rush.
[AGENT][POSITIVE] Got you, yeah.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let's see, well, I know she's gonna be, she'll be out of pocket the rest of the week, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here
[CUSTOMER][POSITIVE] You know what, don't worry about it. I know she loves me. I don't ask for many favors, even though this is a little bit bigger than a small favor. It's fine. I'll wait a week. The guy's not hurting for money and and uh he understands, it's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, and she might be able to have [PII] or somebody like that run it, so I can send [PII] and I am and just let her know she's got an email from you regarding this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no, she's got enough if she's doing, if she's excelling at their job and she's got more responsibilities, no, that I wanna be in a good grace, you know, so it's fine. OK, yeah, I'll wait. All right, thanks, [PII].
[AGENT][NEUTRAL] Oh, OK. So you just wanna wait.
[AGENT][POSITIVE] You're welcome, sir, anytime. All right, you too. Uh bye.
[CUSTOMER][POSITIVE] Uh, you'll be good. All right, take care. Bye.
[CUSTOMER][NEUTRAL] Bye.