AccountId: 011433970860
ContactId: 56e5601a-94bb-48b7-9bc1-6a9c7b1beb03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119879 ms
Total Talk Time (AGENT): 59491 ms
Total Talk Time (CUSTOMER): 46689 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/56e5601a-94bb-48b7-9bc1-6a9c7b1beb03_20250603T17:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling about the group number 19804. Excuse me, logical innovations. My name is [PII]. I'm the broker on the group.
[AGENT][NEUTRAL] Hey [PII], hold on one moment, and you said 19804?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's it, yep.
[AGENT][NEUTRAL] Alright and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Alright, and how may I help you today, [PII]?
[CUSTOMER][NEUTRAL] Uh, I need to get a copy of the April and May bills. Uh, I got June and a couple of days ago, the group renewed [PII], and, uh, when I tried to get it, you guys were having a hard time on your side too, and they just said to call back later so I'm calling back later.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, hold on one moment, let me get it and you wanna email it to you?
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEGATIVE] Or fat
[CUSTOMER][POSITIVE] Yeah, if you can that'd be perfect.
[AGENT][NEUTRAL] OK. And you just need April or there's June here too or just, you just need the April?
[CUSTOMER][NEUTRAL] Um, I need April and May.
[AGENT][NEUTRAL] April and May, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I need to get you guys paid and they they said to hold off until we got those other two generated so.
[AGENT][NEUTRAL] 391719.
[AGENT][NEUTRAL] OK, here we go. So I have both here and I'm getting ready to email it to you. Should I, um, well, is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's it, yeah.
[AGENT][NEUTRAL] That's it? OK. So I will go ahead and send this over to you now. Did you want me to send it while you're on the phone or you're OK?
[CUSTOMER][NEUTRAL] No, no, I mean, as long as you get it to me so I can get you paid.
[AGENT][NEUTRAL] OK. Well, I'm sending it to you now, so give me about 5, maybe 5 minutes at the most. I'm just attaching them.
[CUSTOMER][POSITIVE] OK, that sounds good I appreciate your help thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL [PII], have a great day.
[CUSTOMER][POSITIVE] Alright you too thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.