AccountId: 011433970860
ContactId: 27885406-7d0c-42f3-ae3d-debe70d3b94c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228509 ms
Total Talk Time (AGENT): 96457 ms
Total Talk Time (CUSTOMER): 85055 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/27885406-7d0c-42f3-ae3d-debe70d3b94c_20250404T16:21_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]. I have a question about an item on my invoice.
[AGENT][NEUTRAL] OK, we could take a look at that invoice. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Are you the uh uh admin for the group, [PII]? or is this for an individual policy? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] This is for a group
[AGENT][NEUTRAL] OK, uh, what was that group number, please?
[CUSTOMER][NEUTRAL] 20939
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yeah, do you want the invoice number I'm looking at?
[AGENT][NEUTRAL] Uh, one moment please. Let me get the group pulled up.
[CUSTOMER][NEUTRAL] Sure, sure. OK.
[AGENT][NEUTRAL] OK, that was, uh, family advocacy community training?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, can you verify the address for the business, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then if you would verify the uh email address we've got on file as well.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information. Alrighty, yes, you can go ahead and give me that invoice number.
[CUSTOMER][NEUTRAL] It is 6,382,310.
[AGENT][POSITIVE] OK, thank you. All right, [PII], I'm going to put you on a brief hold and reach out to our billing department so they can assist you with this. We'll get right back with you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII] and good Billing. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] over on the care team. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII]. How about yourself?
[AGENT][NEUTRAL] Doing all right thank you. I have a group admin on the line who said that she just has questions regarding an invoice and I do have that invoice number.
[CUSTOMER][NEUTRAL] OK, have you got the group number there?
[AGENT][NEUTRAL] Yes, that is 20939.
[AGENT][NEUTRAL] We are speaking with the admin, uh, [PII].
[CUSTOMER][NEUTRAL] 20939. Alright, let me pull that up real quick.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and you said you got [PII] on the phone?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And she's got questions on an invoice.
[AGENT][NEUTRAL] Yes, uh, I've got that invoice number. She didn't tell me which month it was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, that's 6,382,310.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK, 6,382,310 and you got [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And what is a good call back number for [PII], please?
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am, that's it.
[CUSTOMER][POSITIVE] All righty. All right, you can send M [PII] over and I'll get her taken care of.
[AGENT][POSITIVE] All right, I'll send it over thank you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well. Thank you, [PII]. Mm bye-bye.
[AGENT][NEUTRAL] OK. Bye-bye.