AccountId: 011433970860
ContactId: 4be5429b-bb4f-48df-9c97-d0e55b5b7c8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141869 ms
Total Talk Time (AGENT): 41211 ms
Total Talk Time (CUSTOMER): 60229 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/4be5429b-bb4f-48df-9c97-d0e55b5b7c8c_20250310T14:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is Let Good Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone. She is calling and I, I asked her twice what the name of the company is, but I could not understand what she was saying both times, um, but she's calling to make a payment for group number 18,870.
[CUSTOMER][NEUTRAL] And it's going to be invoice number 638.
[CUSTOMER][NEUTRAL] 2172.
[CUSTOMER][NEUTRAL] In the amount of $789.80.
[CUSTOMER][NEUTRAL] 4 sets.
[AGENT][NEUTRAL] OK, and you've verified everything?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said you've got Miss [PII] on the phone?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] And that's group 18,870.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There's me.
[CUSTOMER][NEUTRAL] It's ML Automotive doing business as Audi Albany management.
[AGENT][NEUTRAL] Hold on just a moment because that I mean there's no invoice.
[AGENT][NEUTRAL] 2172.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] I don't see that invoice.
[CUSTOMER][NEUTRAL] She, she said the 0006382172.
[AGENT][POSITIVE] And it's not pulling up. Great.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Not for that group number.
[AGENT][POSITIVE] But you can send her on and I'll see what I can do.
[CUSTOMER][POSITIVE] OK. Thank you, Meet.
[AGENT][POSITIVE] You're welcome. Thank you and you have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too thank you you have a good one also bye bye.
[AGENT][POSITIVE] Mm. Thank you. Bye-bye.