AccountId: 011433970860
ContactId: 35d190fd-41c1-42ac-bd44-ae1257781766
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217199 ms
Total Talk Time (AGENT): 82521 ms
Total Talk Time (CUSTOMER): 66580 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/35d190fd-41c1-42ac-bd44-ae1257781766_20250324T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEGATIVE] Hi, how are you? I was calling, good, thank you. I was calling because we um canceled the service with you guys as of [PII] and I'm still getting the bills.
[AGENT][NEUTRAL] I'm gonna leave.
[AGENT][NEUTRAL] OK, I can take a look at that for you. What's your group number?
[CUSTOMER][NEUTRAL] The group number is hold on let me see group contact info.
[CUSTOMER][NEUTRAL] Let me see something.
[CUSTOMER][NEUTRAL] Where would I find that? I have an invoice number.
[AGENT][NEUTRAL] What's the invoice number? I can look it up that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's loading now again, hold on.
[CUSTOMER][NEUTRAL] 6384867
[AGENT][POSITIVE] All right. Thank you. Let me take a look at it.
[AGENT][NEGATIVE] Bear with me, my computer is being extremely slow today.
[CUSTOMER][NEUTRAL] And we're
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Who am I speaking with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Alrighty gone.
[AGENT][NEUTRAL] [PII] of [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, can you verify the billing address for me please, [PII]?
[CUSTOMER][NEUTRAL] Um, you guys have the old address. It's [PII]. We have a new address now.
[AGENT][NEUTRAL] OK, thank you and what about the phone number we should have on file?
[CUSTOMER][NEUTRAL] It's the [PII].
[AGENT][POSITIVE] Perfect, thank you. And can you verify your email address for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Perfect, thank you, [PII]. OK, so you are saying that y'all terminated the coverage with us effective [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I remember I had to send the rep like a letter and she said she was gonna take care of it, but.
[AGENT][NEUTRAL] OK, let me take a look and see if we ever got anything cause I'm, I'm not showing.
[AGENT][NEUTRAL] Anything on our end, do you know when that was sent?
[CUSTOMER][NEUTRAL] It must have been sometime in February.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Let me look here.
[AGENT][NEUTRAL] I'll see where we did get an email but I'm not seeing where it was updated on our end. OK, so I do apologize. I do see that the email is here um so you can disregard the um.
[AGENT][NEUTRAL] The invoice on
[CUSTOMER][NEUTRAL] I have the March and April so.
[AGENT][NEUTRAL] Yeah, disregard that and I'll have my supervisor take care of this today, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sounds good thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye.