AccountId: 011433970860
ContactId: 29a910fd-da1c-42fc-8dd0-9b99a2e16e58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448910 ms
Total Talk Time (AGENT): 199976 ms
Total Talk Time (CUSTOMER): 114413 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/29a910fd-da1c-42fc-8dd0-9b99a2e16e58_20250522T14:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] And uh we we're not receiving our bills via mail. I have no idea why.
[AGENT][NEUTRAL] OK, well I can try to help you with your bills. Are you calling from a group or?
[CUSTOMER][NEUTRAL] It's a group
[AGENT][NEUTRAL] OK. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I have the invoice number.
[AGENT][NEUTRAL] OK, um, may I have your group number and then the invoice number as well?
[CUSTOMER][NEUTRAL] Oh, I have to get the file for the group number. Can you give me one second?
[AGENT][NEUTRAL] Oh, it's OK. The invoice number is fine.
[CUSTOMER][NEUTRAL] OK invoice number is 000.
[CUSTOMER][NEUTRAL] 6389.
[CUSTOMER][NEUTRAL] 147
[AGENT][NEUTRAL] OK, I'm definitely sorry that you have not received your bill like at all ever, or they just stopped coming or?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] They stopped coming. I have no idea why.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so let me go ahead and pull up the invoice and then I'll get the group number. Hold on one moment for me.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] 7296.
[AGENT][NEUTRAL] OK, and I have the group here and um I just need you to verify, hold on one moment.
[AGENT][NEUTRAL] It's coming up. I'm just waiting for it to.
[AGENT][POSITIVE] So I can see everything. I'm sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, here goes the invoice.
[AGENT][NEUTRAL] And um I know you said your first name is [PII], because the last name is the same. Are is [PII], are you the same as [PII] or that someone different?
[CUSTOMER][NEUTRAL] [PII]'s here. You need to speak to [PII]?
[AGENT][NEUTRAL] Um, yes, I just need permission to speak with you and then um I'll let her know how to add you to the group so we don't have to verify anymore.
[CUSTOMER][NEUTRAL] Sure, give me one second, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, I'll send it
[CUSTOMER][NEUTRAL] Remove and
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hey, um, this is [PII] with APL. So I'm trying to assist [PII] [PII], um, but you're the only one listed for the um contact on the group. Um, can you verify the group's mailing address and your email address?
[CUSTOMER][NEUTRAL] Isn't it
[CUSTOMER][NEUTRAL] Email address is [PII]. Mailing address is [PII].
[AGENT][NEUTRAL] OK, and I do have permission to speak with [PII] on this call?
[CUSTOMER][NEUTRAL] Yes, is there any way you could do that, put that permanently?
[AGENT][NEUTRAL] Yes, I was just getting ready to tell you, so let me give you our care team email address, um, and just send us a quick email with her name and if there's anyone else that you want to be able to call on behalf of the group.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can, can you give her the email address because my hands are I I got boxes OK thanks um so I I'm gonna transfer, transfer her back to you.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][POSITIVE] Of course, you're welcome.
[AGENT][POSITIVE] Yes, ma'am. Thank you for verifying.
[CUSTOMER][POSITIVE] Thank you alright. Get the email address.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey, [PII]. So let me give you the um email address so that she can add you as a contact for the group.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it's [PII].
[CUSTOMER][NEUTRAL] [PII] team
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And it just needs to have like your group name and then just um.
[AGENT][NEUTRAL] Sorry, I was choking, sorry. um, just the group name and the subject and then um that she wants to update the group um contacts and whoever you and whoever else she'd like to be able to call on behalf to list their name and email address.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] Alright, and then in terms of the invoices, the address that we're sending it to is [PII]. Is that still correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Well, I'm not sure why you haven't received them, then that's the only address we have on file for y'all.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Yes, ma'am. That's the only address we have for y'all.
[AGENT][NEUTRAL] Uh, so then.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] I mean, I would check with maybe the post, the whoever drops off your mail to see if something's going on, but that is definitely where we sent it to, but I can provide you with a copy of this invoice if you need it for now.
[CUSTOMER][NEUTRAL] OK, is there any way of getting the invoices via email?
[AGENT][POSITIVE] Oh yeah, I can email it to you. What's a good email for you?
[CUSTOMER][NEGATIVE] No, I'm saying monthly emails or or that doesn't work with your company.
[AGENT][NEUTRAL] 00000, no, no, um, it'll be if we're not paperless yet for groups.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, uh, just send it to my email and then I'll put it in the calendar and just make payments for our invoices I guess if we don't receive it we could do that, no?
[AGENT][NEUTRAL] Um, you can, and there's also online, you can make the payments online.
[AGENT][NEUTRAL] And see the invoices.
[CUSTOMER][NEUTRAL] OK, I'll tell her that to see what she says. OK, our email is [PII].
[CUSTOMER][NEUTRAL] Underscore
[CUSTOMER][NEUTRAL] Marin, M A R I N.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you want me to email this one. Did you need any other invoices or this was the only one that was missing?
[CUSTOMER][NEUTRAL] This is the only one.
[AGENT][NEUTRAL] OK, so I will go ahead and email this to you now. And was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all I needed.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.