AccountId: 011433970860
ContactId: 61c5ab1c-8f22-427e-a2de-bfda77a3e791
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185350 ms
Total Talk Time (AGENT): 44695 ms
Total Talk Time (CUSTOMER): 79567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/61c5ab1c-8f22-427e-a2de-bfda77a3e791_20250411T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am the first deputy at the county clerk's office in [PII].
[CUSTOMER][NEUTRAL] Um, our group number is 24542.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Are you there? I'm sorry.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK, our, um, person who usually does the billing is out, and I've come in here to pay the bills and there's 3 bills for APL.
[CUSTOMER][NEUTRAL] On her desk and I'm trying to figure out which one is due.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I need to know if we paid the bill for February for our account.
[AGENT][NEUTRAL] OK, um, let me see. I think I'll have to get you over to her.
[CUSTOMER][NEUTRAL] I feel like it should be for March.
[CUSTOMER][NEUTRAL] But I could be wrong.
[AGENT][NEUTRAL] What was your name again?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] is the main office number.
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] OK, uh, I don't have access to all the billing information. Can I get you over to our billing department?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a group on the line that has some questions about their bills.
[CUSTOMER][NEUTRAL] OK, do you have the group number?
[AGENT][NEUTRAL] Number is 24542.
[CUSTOMER][NEUTRAL] 24542. OK, thank you, [PII] and did you did you get a callback number for him?
[AGENT][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK. And who am I speaking with?
[AGENT][NEUTRAL] Um, this is [PII].
[AGENT][NEUTRAL] It's like she said she was feeling in for.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[AGENT][NEUTRAL] Oh, she said she was filling in for someone today and she's trying to get the invoices squared away.
[CUSTOMER][POSITIVE] Sure, OK, I'll be glad to help her. Thank you so much.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]? Yes.