AccountId: 011433970860
ContactId: 28045ce4-3dec-4deb-b48f-849f4652fa98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165270 ms
Total Talk Time (AGENT): 67226 ms
Total Talk Time (CUSTOMER): 41193 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/28045ce4-3dec-4deb-b48f-849f4652fa98_20250131T21:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm, yes, hi, good afternoon. I'm calling from the Childcare Center Inc. I haven't received the invoice yet and I was wondering when is the due date?
[AGENT][NEUTRAL] OK, um, I can, uh, look that up for you. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then what is your group number?
[CUSTOMER][NEUTRAL] 21501.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check that group up real quick.
[AGENT][NEUTRAL] OK, and um how do I spell your, it's [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And then one more verification, can you just provide me your physical address?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, it's gonna be a brief hold. I'm gonna transfer you now on over to group billing so they can assist you with your invoice questions, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, Miss. Thank you so much for calling APL. You have a great weekend.
[CUSTOMER][POSITIVE] The same to you. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um Miss [PII] on the phone with group number 21501. I have verified her and the number she's calling back is a good callback number.
[AGENT][NEUTRAL] And she just has some invoice questions.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, [PII]. You have a good weekend. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too.