AccountId: 011433970860
ContactId: 363c3a0a-449d-4026-9821-e8b0943010b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216889 ms
Total Talk Time (AGENT): 53315 ms
Total Talk Time (CUSTOMER): 101887 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/363c3a0a-449d-4026-9821-e8b0943010b5_20250528T15:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning. Uh, my name is [PII], and I'm calling you from Helmbank.
[CUSTOMER][NEUTRAL] Um, um, from the human resources department, I need some assistance with some of our, um, APL invoices.
[AGENT][NEUTRAL] OK, and Miss [PII], what's the group number?
[CUSTOMER][NEUTRAL] The group number, yeah, give me one second, I'll get that to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm mm mm mm.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Group number is 25793.
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment.
[AGENT][NEUTRAL] And verify the name of the group? Oh, you did. I'm sorry.
[CUSTOMER][NEUTRAL] Helm Bank USA.
[AGENT][NEUTRAL] OK, and you say you had a question about the invoice?
[CUSTOMER][NEUTRAL] Uh, yes, so I, I'm actually calling. I, I am recently no.
[CUSTOMER][NEUTRAL] And, and the, the previous person was trying to get
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, she was, I, I could see, um, looking at the emails that was sent, um, you know, the conversation with [PII], um, that they were trying to separate um our affiliate, um.
[CUSTOMER][NEUTRAL] Invoices from the the actual bank.
[CUSTOMER][NEUTRAL] Um, do you, do you know, um, anything about that?
[AGENT][NEUTRAL] OK. Um, well, I don't show you as been a contact person to speak with. Uh, can you verify the group mailing address, please?
[CUSTOMER][NEUTRAL] So the group mailing address.
[CUSTOMER][NEUTRAL] It's [PII], at least that's like the, the um the, the bank's um address [PII], is that the address you have on file?
[AGENT][NEUTRAL] Uh yes, ma'am. But like I said, I don't show you as being a contact person that we can speak with in regards to um anything with the group.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If there's a discrepancy with an invoice, um, the group of men can send an email to our care team and it will be forwarded to the appropriate department.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, OK, perfect. So I will, I will ask them to add me as an admin because I'm actually the, the person in charge of benefits for, for the company, um, but thank you, have a great day.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day, Mrs. [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.