AccountId: 011433970860
ContactId: 3b7f6bd7-0e71-4729-bd0c-2e14f3bbcc21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337529 ms
Total Talk Time (AGENT): 163854 ms
Total Talk Time (CUSTOMER): 97142 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/3b7f6bd7-0e71-4729-bd0c-2e14f3bbcc21_20250528T14:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. I'm calling about group number 19804 Logical innovations.
[AGENT][NEUTRAL] And I'm sorry, what
[CUSTOMER][NEUTRAL] And I just need a copy. I just.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, [PII], I'm the broker for the group.
[AGENT][NEUTRAL] I'm sorry, [PII]. I'm not understanding the last name. What's the last name?
[CUSTOMER][NEUTRAL] [PII] is my last name.
[AGENT][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] And what is a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and you said the group number that you're calling about is 19804, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yep, logical innovations.
[AGENT][NEUTRAL] Alright thank you one moment while I get that information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and [PII], I'll have to verify a couple of things with you for security. So if you could verify your email address?
[CUSTOMER][NEUTRAL] Tell me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] OK. And so again, how can I help you today?
[CUSTOMER][NEUTRAL] Uh, I just need to get a copy of the April and May invoices. Uh, the group just renewed [PII], and I guess everything just went through. I got an email to pull the billing down, but I called yesterday, excuse me, the person I was speaking to was having the same issue I was something like maybe it wasn't finished yet, but I got in there today and I can only see the June invoice, so I got that one printed to pay you guys, but I still need the April and [PII]. They don't those charges don't appear to be on this invoice, so.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm, OK. Give me just a moment to see what I can, what I can see.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I don't see that either. So what I need to do is I need to connect to [PII] with someone in the billing department to see if they can see that because I'm only seeing June. I don't see April and May either, uh, from my views that I can see, but um, I will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, should I just call back later then? I mean, it's not a big deal. I can, I can get the [PII] paid here but uh.
[AGENT][NEUTRAL] Mm, let me see.
[AGENT][NEUTRAL] Mm, well, I'm not sure why you have June, but you don't have the other two.
[AGENT][NEUTRAL] Uh, let's see, just one moment.
[CUSTOMER][NEUTRAL] Or, or should I just wait and pay all three of them at once?
[CUSTOMER][POSITIVE] It's completely up to you.
[AGENT][POSITIVE] Yeah, let me, I'm in charge today. Oh, I like that. I like that, [PII]. Made my day, made my day. At least one person thinks so.
[CUSTOMER][NEUTRAL] You're in charge today.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[CUSTOMER][POSITIVE] Exactly, yeah.
[AGENT][NEUTRAL] So let's see here. Um,
[AGENT][NEUTRAL] OK, so I see that they were going to call you back with the totals.
[AGENT][POSITIVE] According to the note that I'm reading from your conversation yesterday, yeah, so let me get you connected with someone over in that division that's can hopefully provide that for you so.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Yeah, I haven't, I haven't heard.
[CUSTOMER][NEUTRAL] Yeah, I haven't heard back yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can do all three, OK, well, is there anything else, [PII] that I could help you with first?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I appreciate it.
[AGENT][POSITIVE] Alright, well thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Alright you too thanks.
[AGENT][POSITIVE] Alright, thank you. So one moment, please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling ATL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm fine. I have an agent on the line with group number 19804.
[CUSTOMER][NEUTRAL] 19834
[AGENT][NEUTRAL] 04.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Logical innovations, and this is [PII] on the line.
[AGENT][NEUTRAL] And his callback number is [PII].
[AGENT][NEUTRAL] He's calling to get the April and May invoices or just the totals he has the [PII]. I see that he spoke to someone yesterday, but they've not called him back.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, it doesn't look like they've been ordered. [PII] was out yesterday, so she'll have to get them done today, and they'll be emailed.
[AGENT][NEUTRAL] All right. Would you just let him know that then?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] When he can expect them since, yeah, since he called yesterday too.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm not gonna be able to give them a time frame, but yeah, I'll let them know they'll be emailed as soon as they're done.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Perfect. OK, thank you so much, [PII]. Have a good day. All right, bye-bye. All right, thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too.