AccountId: 011433970860
ContactId: 440b4fa3-6e62-4677-ac5c-43ff6bb08b09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124190 ms
Total Talk Time (AGENT): 53327 ms
Total Talk Time (CUSTOMER): 41563 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/440b4fa3-6e62-4677-ac5c-43ff6bb08b09_20250328T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEGATIVE] Good I have a contact with a group on the line and she's inquiring on an invoice the group canceled effective March and she says that they're still getting invoices.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It's 80076 for Everglades Environmental Care.
[CUSTOMER][NEGATIVE] She gave me the invoice number but I couldn't find it.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] It looks like we got the termination notice notification after we had already billed for March so they can just simply disregard the March invoice unless let me look unless.
[AGENT][NEUTRAL] We billed for April as well. Let me look.
[AGENT][NEUTRAL] What's the invoice number?
[CUSTOMER][NEUTRAL] The invoice number she gave me was 6386385.
[AGENT][NEGATIVE] Yeah, well I don't know why it took a whole month to get that.
[AGENT][NEUTRAL] Termination done but they can disregard both the April, the March and the April invoices that the group has been terminated um and it just was terminated after.
[CUSTOMER][NEUTRAL] OK.
[AGENT][MIXED] The invoices generated so they're they're fine they're good they can just disregard them and throw them away.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for that I appreciate you.
[AGENT][NEUTRAL] You're welcome, [PII].
[CUSTOMER][POSITIVE] Have a good one.
[AGENT][NEUTRAL] You too.