AccountId: 011433970860
ContactId: 54f60cea-6424-430f-b45a-9e6d2bf96cda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219639 ms
Total Talk Time (AGENT): 109618 ms
Total Talk Time (CUSTOMER): 80669 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/54f60cea-6424-430f-b45a-9e6d2bf96cda_20250213T17:21_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I'm an agent in the upstate of [PII], and I, one of our clients says they haven't been getting a bill. So, uh, they asked me to, why? I don't know. Can you tell me?
[CUSTOMER][NEUTRAL] Um, the, yeah, I mean, really, yeah, uh, their group number is 19953.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then what was your name again please? I missed it.
[CUSTOMER][NEUTRAL] That's OK, [PII].
[CUSTOMER][NEUTRAL] I'm the agent.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. The agent that knows everything at all times.
[AGENT][NEUTRAL] OK, and you're the agent. OK, let me look up this.
[AGENT][NEUTRAL] Yes. You just keep that in your uh Rolodex in your brain, don't you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I, I, I absolutely, sure.
[CUSTOMER][NEUTRAL] You know I've got too many drawers open in that.
[AGENT][NEUTRAL] Yeah, let me, let me scroll through my brain and find that part.
[CUSTOMER][NEUTRAL] Yeah, I know you know you have all those files in your, in your brain it's like, let me find that one, yeah.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you just verify the address for the group, um, for security reasons we have to ask that.
[CUSTOMER][NEUTRAL] Uh, I can. It is 2, sure, no problem. [PII].
[AGENT][POSITIVE] OK, thank you that's perfect I appreciate that.
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Yes, ma'am. No, that's fine. You did good.
[AGENT][NEUTRAL] So what I'm gonna do is I'm gonna go ahead and transfer you now on over to group billing um so that they could let you know why this um group has not received their invoices.
[AGENT][POSITIVE] And that way you can relay to the group, OK? All right, well you have a blessed day, Ms. [PII].
[CUSTOMER][POSITIVE] OK, that's great.
[CUSTOMER][NEUTRAL] Yeah that way I can put that in my file yeah.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Oh yeah, just one more piece of paper to to store bye bye. You take care. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah, bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um Miss Hi, I've got Miss [PII] on the phone. She's the agent for group number 19953.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] And I apologize, it broke up when you said her name.
[AGENT][NEUTRAL] She did verify.
[AGENT][NEGATIVE] Oh, I think I'm gonna have to move my Wi Fi. It's been acting a little stupid here, OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] The um
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And it's group number 19953.
[CUSTOMER][NEUTRAL] Oh, I see. OK.
[CUSTOMER][NEUTRAL] OK, you know what she's.
[AGENT][NEUTRAL] And she's calling because the group called her and asked her how come they're not getting their invoices.
[AGENT][POSITIVE] So that's what she's calling about and the number that she's calling from is good call back number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'm ready for whenever you are.
[AGENT][POSITIVE] OK, bye-bye. You take care, [PII].
[CUSTOMER][POSITIVE] Thank you. You as well.