AccountId: 011433970860
ContactId: 2b433422-56d2-438c-a0ed-200d1ddeefa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175979 ms
Total Talk Time (AGENT): 72399 ms
Total Talk Time (CUSTOMER): 85690 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/2b433422-56d2-438c-a0ed-200d1ddeefa1_20250328T22:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] with Barnet's Towing, and I had a question about our billing invoices, please.
[AGENT][POSITIVE] OK, I'm happy to look at an invoice. Can I get the group number, [PII]?
[CUSTOMER][NEGATIVE] Yes, and I definitely should have been more prepared and had it like right available and then I just panicked and went oh.
[AGENT][NEUTRAL] That's
[AGENT][POSITIVE] Girl, no worries. Don't worry about it.
[CUSTOMER][POSITIVE] Gosh, you know that feeling when you're like that final power hour and you're like, I can do it one more hour.
[AGENT][NEUTRAL] Yeah, you're like, uh, weekend's almost here.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, group number 14091.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I just wasn't sure if um there was any open because I don't see any open on the website so I just wanna make sure we were good to go.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let me double check here.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, I don't show any outstanding invoices looks like everything's.
[AGENT][NEGATIVE] Uh-huh. Everything's been paid, so yeah, I don't show anything outstanding.
[CUSTOMER][NEUTRAL] OK, because I know we had, I think it was a couple years ago we had something similar where we got 3 months' worth of invoices kind of end of March, so I just wanted to make sure that everything was OK with our account because I think we we did like a passive as is uh renewal for this year.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I mean, the last thing that I see is that um
[AGENT][NEUTRAL] The renewal was processed and that actually there was an overpayment it looks like on [PII].
[AGENT][NEUTRAL] Everything is still active, so yeah, I don't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any anything.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, I just wanted to make sure we weren't in trouble.
[AGENT][POSITIVE] Yeah, no worries, [PII], no problem. Did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] Um, no, just that just wanna make sure so we're good to go and then when the invoices start coming in, then we're, you know, just OK to process them as is then.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] As is it looks like, yeah, absolutely.
[CUSTOMER][POSITIVE] OK, alright, I appreciate it. I just wanted to make sure so it's like gotta cover all the bases, you too, hang in there, almost there alright bye bye.
[AGENT][POSITIVE] No worries. Have a good weekend. Yeah, yeah, no, I will. You too. All right.
[AGENT][NEUTRAL] Bye