AccountId: 011433970860
ContactId: 3ab315fd-38a3-4d43-836e-d34dde097e99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243539 ms
Total Talk Time (AGENT): 89377 ms
Total Talk Time (CUSTOMER): 74616 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/3ab315fd-38a3-4d43-836e-d34dde097e99_20250425T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm just calling.
[CUSTOMER][NEUTRAL] Because we have an overdue notice, but when I go into my system we have billing information there so does it not bill as a reoccurring?
[AGENT][NEUTRAL] Alright, Miss [PII], um, what is the group number?
[CUSTOMER][POSITIVE] Let me sign in real quick and I'll get all of that information for you.
[CUSTOMER][NEUTRAL] Alright um.
[CUSTOMER][NEUTRAL] My account.
[CUSTOMER][NEUTRAL] It doesn't have.
[CUSTOMER][NEUTRAL] And account number, can I give you the name of the company?
[AGENT][NEUTRAL] Uh, sure, but, um, just a second so I can pull it up with the name.
[CUSTOMER][NEUTRAL] Poly Level USA Inc.
[AGENT][NEUTRAL] Poly level?
[CUSTOMER][NEUTRAL] Yes, P O L Y L E V as in Victor E L.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] UA.
[AGENT][NEUTRAL] Poly Level USA OK. And is it in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the group number will be 26892 for future reference.
[CUSTOMER][NEUTRAL] 26892.
[AGENT][NEUTRAL] Mhm. All right. And just, um, unfortunately, this will be um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Billing questions, um, but I can go ahead and just verify everything for the group and transfer you to the billing department so they can assist you further. Does that sound good?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. um, I'm just gonna confirm who do we have as the contact person, an address and the phone number, please.
[CUSTOMER][NEUTRAL] Well, contact, uh, people are either [PII] or myself, [PII]. The phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you very much. And I will go ahead and um connect you with the billing department in regards to the billing.
[AGENT][NEUTRAL] Question. All right, and I will provide the group information so you don't have to repeat it. All right.
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, good morning. This is [PII] in customer service. I have the contact person for group 26892.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she is calling in regards that she having a billing question.
[CUSTOMER][NEUTRAL] that is 26812.
[CUSTOMER][NEUTRAL] OK, and this is gonna be hold on computers slide.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it is
[CUSTOMER][NEUTRAL] You said 26892 [PII]?
[AGENT][NEUTRAL] 26892, yes.
[CUSTOMER][NEUTRAL] Who am I speaking with for?
[AGENT][NEUTRAL] Um, it will be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I hope
[CUSTOMER][POSITIVE] Alright, I got it. Thank you sweetie.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] All right. You're welcome.
[CUSTOMER][NEUTRAL] You are on