AccountId: 011433970860
ContactId: 30990970-588c-4e07-b005-7439ba3f5292
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178960 ms
Total Talk Time (AGENT): 53370 ms
Total Talk Time (CUSTOMER): 86818 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/30990970-588c-4e07-b005-7439ba3f5292_20250203T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um I've got a group admin on the line and she called because she said she had questions regarding an invoice um I was actually gonna try to see if I could help her with it but I don't see the invoice listed under this group so I guess I'm gonna hand it to you.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Did you need that group number? It is uh 26915.
[AGENT][NEUTRAL] What do you mean you don't see the invoice?
[CUSTOMER][NEUTRAL] Um, well, I tried, I think I asked last time how to view just the invoices in general and the invoice number she gave me I don't see it listed, so I don't know if it's maybe in a different spot. I'm not quite sure, um, I can give you that invoice number.
[AGENT][NEUTRAL] What's the invoice number?
[CUSTOMER][NEUTRAL] 6381012.
[AGENT][NEUTRAL] Alright, give me that number again.
[CUSTOMER][NEUTRAL] Yeah it's uh 638-1012.
[AGENT][NEGATIVE] It's not even a
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Invoice number.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] This group must have had a kill bill and then rebuild.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] So they're not looking at the right invoice.
[AGENT][NEUTRAL] Alright, you can who's on the phone?
[CUSTOMER][NEUTRAL] Uh, [PII], the contact.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][POSITIVE] All right, thank you. Bye bye.
[AGENT][POSITIVE] Thanks. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] And I'll find it.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] with Commonwealth Restoration Specialist. I just had a question about the
[CUSTOMER][NEUTRAL] The bill that we've received, I just didn't know if we are responsible for this or is our like our payroll system responsible for this.
[AGENT][NEUTRAL] The, the invoice for, for the group's insurance that uh um yeah, I would assume it would need to go to HR if it's being payroll deducted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I'm, I mean that's not something that APL could answer.
[CUSTOMER][NEUTRAL] OK, so this bill if we're if
[CUSTOMER][NEUTRAL] OK, OK, that's that's fair um I will go ahead and reach out to our, um, yeah, payroll company.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that's gonna be it.
[AGENT][POSITIVE] Alright, well thank you for calling APO Crystal, and you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you