AccountId: 011433970860
ContactId: 44dc078c-f25f-440a-86be-369f4eba87f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69459 ms
Total Talk Time (AGENT): 23325 ms
Total Talk Time (CUSTOMER): 40125 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/44dc078c-f25f-440a-86be-369f4eba87f8_20250528T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][NEUTRAL] I'm well. How about yourself?
[CUSTOMER][NEUTRAL] Doing alright, thank you. I've got a uh group admin on the line who's calling stating that they haven't received any invoices since April. Um, I did pull it up and I believe it's in renewal, um, but before I, I just wanted to double check with y'all, make sure that that was all it is.
[AGENT][NEUTRAL] Sure, what's that number?
[CUSTOMER][NEUTRAL] It's 25915.
[AGENT][NEUTRAL] Yeah, it says when did they when they haven't received it since when?
[CUSTOMER][NEUTRAL] She said April was the last invoice that they've uh received.
[AGENT][NEUTRAL] OK then yeah because it's since [PII] and [PII]'s came out in March, so yeah that would be the case.
[CUSTOMER][NEUTRAL] That's what I thought.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, so and there's no like real ETA on that, is there?
[AGENT][NEUTRAL] Um, as far as I know, it would be, you know, finishing the paperwork. I apologize. I don't have anything to do with that process.
[CUSTOMER][POSITIVE] OK, yeah, no, no, um, OK, so I'll just let her know, um, I appreciate it. I thought so. I just wanted to make sure, so thank you.
[AGENT][POSITIVE] Yes ma'am. No problem.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Mm bye bye.