AccountId: 011433970860
ContactId: 2ae9187d-f98b-4c1a-89ae-147d3ea7e51d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422359 ms
Total Talk Time (AGENT): 129885 ms
Total Talk Time (CUSTOMER): 147492 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/2ae9187d-f98b-4c1a-89ae-147d3ea7e51d_20250613T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, uh, my name is [PII]. I'm calling regarding group number 21471.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I have a question about billing.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, yes ma'am. Give me one moment.
[AGENT][NEUTRAL] um verify some information, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], can you give me the name of the group, please?
[CUSTOMER][NEUTRAL] Centurion Restaurant Group.
[AGENT][NEUTRAL] OK, can you verify the group address and telephone number for me?
[CUSTOMER][NEUTRAL] The address is [PII]. And what was the phone number you said?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes ma'am just verify your your call back number for me please.
[CUSTOMER][NEUTRAL] My my number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], and you had a question about billing. How can I help you?
[CUSTOMER][NEUTRAL] On June's bill, um, we were charged $7,093.15 but when I go into the group billing, um, it's like an Excel file that has all the details of all the employees that came out to $7,012.79. Why would we charge.
[CUSTOMER][NEUTRAL] 7,093. There's a difference of $80.36.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. Have you got a copy of that invoice? I can send you a copy of that invoice that's got the details on it. Would you like, would you like me to send that to you?
[CUSTOMER][NEUTRAL] Well, I was on the website yesterday and I
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Do you want, I, I have the invoice $77,093.15 correct?
[AGENT][POSITIVE] Yes ma'am, that is correct that was for [PII].
[CUSTOMER][NEUTRAL] OK. So when you go into the group detail, it's like an Excel file. And if you take that total from, if you take the total from that file, it only comes up to $7,0012.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So there's a difference, we understand we will build $7,093 but why does the Excel file have only 7,0012, the difference of $80.36.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh yes, I.
[AGENT][NEUTRAL] I see what you're saying. Yes, ma'am, thank you. I apologize. Let me look at it. Do you mind if I place you on a brief hold for just a moment?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], can I place you on hold for just a moment please?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. One moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] With [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, thank you so much for your patience. I appreciate you waiting. Uh, for some reason, I'm getting an error when I'm trying to open up the Excel thing. I'm not able to open it at the moment. Do you mind if I give you a call back?
[AGENT][NEGATIVE] Once I get that, once I get that look at it, it's just giving me an error.
[CUSTOMER][NEUTRAL] Uh well
[CUSTOMER][NEUTRAL] I have it. Can I send it to you?
[AGENT][NEUTRAL] You can, yes, ma'am. Do you want my email address?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Holding if I can't get it open, I'm, I need to get with someone, but you're welcome to email it to me.
[CUSTOMER][POSITIVE] Well, I can send it to you right now.
[AGENT][NEUTRAL] OK sure
[CUSTOMER][NEUTRAL] What's your email?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII], it's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, do what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, it's [PII].
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh, [PII] what was it [PII]?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yes ma'am.
[CUSTOMER][NEUTRAL] [PII] is my sister's name.
[AGENT][NEUTRAL] Oh really? spell it with an [PII] as well.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Lots of people spell it with a [PII], but yeah, there's not many of us that spell it with ah, most of them spell it with a [PII]
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] No, she
[CUSTOMER][NEUTRAL] She's and I. OK, I just sent it to you.
[AGENT][POSITIVE] Is she not? OK. OK. Thank you so much. Let me review it and I'm gonna get back with you. OK, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, say that again?
[AGENT][NEUTRAL] Yes, ma'am, it hasn't come through yet. As soon as it comes through, I'm gonna review it and I will call you back. Would that be OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you have my number, right?
[AGENT][NEUTRAL] Yes, ma'am. It's the [PII]. Is that right?
[CUSTOMER][POSITIVE] Yes, yes, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. I'll speak with you shortly, OK? All right. Bye-bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right. Bye-bye.