AccountId: 011433970860
ContactId: 462136bb-be66-469e-822e-1739c1f43673
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235899 ms
Total Talk Time (AGENT): 55793 ms
Total Talk Time (CUSTOMER): 115580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/462136bb-be66-469e-822e-1739c1f43673_20250312T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um [PII] on the phone. She is with group 26869.
[CUSTOMER][NEUTRAL] She has been verified.
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she is new to APL and she has some questions about the billing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] In
[CUSTOMER][POSITIVE] Thanks, [PII]. You have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. I'm in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I understand you have some questions about the billing. um, what can I help you with today?
[CUSTOMER][NEUTRAL] Yeah, just a couple quick ones first of all, um, are we still receiving paper bills?
[CUSTOMER][NEUTRAL] Are we, uh, can you tell if we sign up for that because I don't recall.
[CUSTOMER][NEUTRAL] Seeing one, I, I've paid the bills we were able to get them from um customer service she sent them digitally but I just want to double check that we are supposed to be receiving paper bills.
[AGENT][NEUTRAL] Um, you guys are signed up for electronic bills, um, to your email address, and, uh, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why.
[AGENT][NEUTRAL] So yeah you guys are sign up.
[CUSTOMER][NEUTRAL] Can you, can you, uh, set it back so that we get paper bills because the only way we get divisions, um, is through the paper bills and we need those to.
[CUSTOMER][NEUTRAL] Send over to accounting.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] If you don't mind, I hate wasting paper, but that's.
[CUSTOMER][NEUTRAL] That's what they need.
[AGENT][NEUTRAL] I'll change this to paper.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Make sure that
[AGENT][NEUTRAL] OK. All right. And then did you have another billing question that you needed assistance with?
[CUSTOMER][NEUTRAL] Yes, um, when will those bills be mailed out approximately like is it the same day every date every month and since the March bill, well, maybe March we could, you might make March. I was just curious when to look for them in the mail.
[AGENT][NEUTRAL] Uh, yeah, so, uh, the bills go out every month around the [PII]. Um, so the [PII] it, um, it'll bill like the week, whatever the Monday after the [PII] is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so let's see, the calendar that would be [PII], and I'll look forward after that. OK, I guess that's what I needed because I paid January to pay February, so March should be due in April. OK, yeah, that's it.
[AGENT][NEUTRAL] All right. um [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, but thank you very much I appreciate your time.
[AGENT][POSITIVE] No problem. It was a pleasure assisting you. Thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.