AccountId: 011433970860
ContactId: 36cb7204-4e02-4769-b7c9-8a7c9bc21ea4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122370 ms
Total Talk Time (AGENT): 61162 ms
Total Talk Time (CUSTOMER): 33355 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/36cb7204-4e02-4769-b7c9-8a7c9bc21ea4_20250304T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was, uh, we had a secretary change and I'm just trying to get through all the billing and trying to get a total on what we owe y'all.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Do you have your group number?
[CUSTOMER][NEUTRAL] 9151.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Diamond and Water Weller.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, can you, uh, verify the billing address for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can you verify who we currently have as the contact person?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I would say either.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's
[CUSTOMER][NEUTRAL] Or be
[AGENT][NEUTRAL] Yeah, we have [PII] and then we have [PII].
[CUSTOMER][NEUTRAL] OK, you can take [PII] off.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so the first thing that um we'll need to do um is [PII] will need to send us an email something in writing letting us know to take um [PII] off and um if she if she's gonna stay as the contact person um just to verify that um and then as far as outstanding invoices um she would have to give us permission to speak with you regarding outstanding invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can't give me a total on what we owe so I know what to write a check for?
[AGENT][NEUTRAL] No ma'am, we can only give that information to the contact person on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.