AccountId: 011433970860
ContactId: 3d69d581-f232-4f2c-9e08-d1f13a713357
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211470 ms
Total Talk Time (AGENT): 84788 ms
Total Talk Time (CUSTOMER): 59976 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/3d69d581-f232-4f2c-9e08-d1f13a713357_20250103T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Doing good thank you um I've got a group admin on the line and she asked for year end statements um I asked what she meant she said uh basically every every invoice on a single statement.
[AGENT][NEUTRAL] Um, I will talk to her, but I'm gonna have to, uh, like get back to her. Um, I have to get back to.
[CUSTOMER][NEUTRAL] Yeah, that, that was a curveball for me. It's like, uh, I don't know.
[CUSTOMER][NEUTRAL] Did you have that group number?
[AGENT][NEUTRAL] Oh yeah, give me one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] Oh, it's kind of cutting out.
[AGENT][NEUTRAL] Um, what did you say her name was?
[CUSTOMER][NEUTRAL] Um, her name is [PII]. She's not who we have as the contact, but she was able to verify everything, including the contacts.
[AGENT][NEUTRAL] Alright, why is that.
[AGENT][NEUTRAL] Oh, it's not like going to another school.
[AGENT][NEUTRAL] OK, here we go. What's the group number?
[CUSTOMER][NEUTRAL] It's 255-04.
[AGENT][NEUTRAL] OK. Was she able to verify everything?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Let me see that and uh send her over.
[CUSTOMER][NEUTRAL] You're ready for her?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK all right thank you bye bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yeah, sorry.
[AGENT][NEUTRAL] All right. Uh, so I understand that you were calling, um, asking about a urine statement.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] I will have to look into that and get back to you because I'm not sure if we do those, however, I do see that you guys have an online service center account and that um actually shows all of your invoices um since you've had the account if you wanted to use that as well.
[CUSTOMER][POSITIVE] OK, um, I will make note of that. Thank you so much.
[AGENT][NEUTRAL] Yeah, no problem. uh, did you want did you wanna give me your email? Did you want me to research uh that and get back to you?
[CUSTOMER][NEUTRAL] Sure, yeah. My email is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so I will look into that and see if that is something that we can provide, um, but otherwise in the meantime, I, I would recommend, uh, going on to the online service center account and you can actually access all of those invoices, OK?
[CUSTOMER][POSITIVE] OK, that sounds great thank you so much.
[AGENT][POSITIVE] Awesome. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] All right you have a great weekend thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.