AccountId: 011433970860
ContactId: 4cccace9-5a33-4353-bfec-10bfcec49459
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118080 ms
Total Talk Time (AGENT): 33130 ms
Total Talk Time (CUSTOMER): 73475 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/4cccace9-5a33-4353-bfec-10bfcec49459_20250305T15:10_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] I'm fine [PII] how are you?
[CUSTOMER][NEUTRAL] Yeah, good. Hey, um, is there a way you can speak to [PII] and billing?
[AGENT][NEUTRAL] Can I speak to her?
[CUSTOMER][NEUTRAL] No, um, I'm able to speak to her. I, I don't have an extension for her.
[AGENT][NEUTRAL] Oh, OK. Uh, let's see if I have one for her.
[CUSTOMER][NEUTRAL] Yeah, I don't know if you can check on an invoice to see if it's been paid or not truly paid, but um that's why I'm calling [PII].
[AGENT][NEUTRAL] Oh, what group is it for?
[CUSTOMER][NEUTRAL] Um, it's group 25087, and the broker's emailing me and he says, are you able to check with APL to make sure it's called Practice Suite? That's the name of the group is good to go on February premium. I helped them log in and paid it on [PII], but it looks like it got returned to them, but it still shows being paid, you know how the, you know, you know how OSC is, uh, if the invoice has been paid but the money's been sent back, it still shows paid on the system.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They're paid to 31.
[CUSTOMER][NEUTRAL] OK, so did the February bill did go through. OK, I'll let him know. All right, thank you.
[AGENT][NEUTRAL] Uh, let me, let me see if it shows when we received it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we're showing um $2,028.30 paid on 22725.
[CUSTOMER][POSITIVE] OK, alright, thanks so much for verification. I appreciate it.
[AGENT][POSITIVE] Not a problem, [PII]. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Uh, yeah, to get out 8 more hours in my day. I do, the more hours I work, the more money I make. I'm trying to retire. OK. All right, thanks so much. All right, bye, bye.
[AGENT][NEGATIVE] I don't want 8 more hours. I'm done.
[AGENT][NEUTRAL] Uh, same. All right. mhm, bye bye.