AccountId: 011433970860
ContactId: 4cfbbaf1-5e0b-45a1-bb6c-d68a8b9ca272
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110349 ms
Total Talk Time (AGENT): 52248 ms
Total Talk Time (CUSTOMER): 33040 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/4cfbbaf1-5e0b-45a1-bb6c-d68a8b9ca272_20250205T14:53_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], good morning. [PII] is [PII]. Um, I have a new group that started effective for [PII]. I was wondering if you could tell if their first invoice is available yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, but what do you have the group number or the name either one?
[CUSTOMER][NEUTRAL] Uh, it's [PII] It's pronounced [PII]
[AGENT][NEUTRAL] You [PII], I think I remember seeing that. OK, alright, let me pull it up just a second.
[CUSTOMER][NEUTRAL] Yeah, I don't think you'll have too many equotinna.
[AGENT][POSITIVE] Oh no, it's definitely a unique name.
[AGENT][NEUTRAL] Let's see, is it EQina cab cabinetry incorporate cab cabinetry, thank you, I said that wrong.
[CUSTOMER][NEUTRAL] That's it
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let me see here, just 6921.
[AGENT][NEUTRAL] 91.
[AGENT][NEUTRAL] I'm not seeing a bill has generated yet so let's see, there's not one out here just yet, so I'm trying to see if I have any notes out here. Let me look real quick, see if you have any notes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] But I'll check back again on Monday.
[AGENT][NEUTRAL] OK, I was just looking to see if I had a note on here real quick. Give me just one second. Oh yeah, I don't know. See, it's been released from renewal hold, so it should be any time. So yeah, I'll check back maybe next week and it should be ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you much thanks.
[AGENT][POSITIVE] OK all right have a good day.