AccountId: 011433970860
ContactId: 5badb7ad-32d4-4fe8-b5b5-177983d2d1a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92279 ms
Total Talk Time (AGENT): 49313 ms
Total Talk Time (CUSTOMER): 38815 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/5badb7ad-32d4-4fe8-b5b5-177983d2d1a0_20250512T17:38_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling ATS. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I was humming to the whole music. How you doing?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] I'm good. um, can you look at this invoice with me?
[AGENT][NEUTRAL] I'm good. Um, can you look at this invoice with me? Yeah, I have.
[CUSTOMER][NEUTRAL] I have an agent on the line.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Um, 242-45.
[AGENT][NEUTRAL] 2424
[CUSTOMER][NEUTRAL] And is the which invoice is this?
[CUSTOMER][NEUTRAL] May.
[AGENT][NEUTRAL] OK, what's up?
[CUSTOMER][NEUTRAL] So they're wanting to know why [PII] was charged twice.
[AGENT][NEUTRAL] So they're wanting to know why [PII] was right.
[CUSTOMER][NEUTRAL] Is it because she enrolled on [PII] and April was already built?
[AGENT][NEUTRAL] Is it because she enrolled on [PII] and April was already? Yeah, uh, that's probably what it is. Yeah, that's probably what it is. Uh, if she has an activation date that's April, then yeah, she'll have to pay April and May.
[CUSTOMER][POSITIVE] That's it. I did right.
[AGENT][NEUTRAL] Um, let me see. OK.
[CUSTOMER][NEUTRAL] OK, that's what it is.
[AGENT][NEUTRAL] Let me make sure she wasn't on the one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, that's, that's what it is.
[CUSTOMER][NEUTRAL] OK. I was like, I don't know what I'm looking at, but I think that's what it says.
[AGENT][NEUTRAL] Look at you, you might well be billing them.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, that's exactly the reason.
[CUSTOMER][POSITIVE] Alright, well I'll let them know thank you.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] OK, bye bye.