AccountId: 011433970860
ContactId: 62817f32-3255-4a88-a61a-84360cf4174a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229229 ms
Total Talk Time (AGENT): 19922 ms
Total Talk Time (CUSTOMER): 155246 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/62817f32-3255-4a88-a61a-84360cf4174a_20250203T19:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][NEUTRAL] OK so
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good, um, yeah, I'm trying, I'm, I'm so sorry. I clicked the wrong I I almost transferred the call to broker resources for some reason. They're too close together and I clicked on bill. I thought I clicked billing, but I guess I clicked broke broker resources.
[CUSTOMER][NEUTRAL] Um, but I have a, uh, I have a broker on the line. She's calling because she sees some discrepancy with the invoices, and she's asking for a bill versus pay document. I'm not sure if you're familiar with something like that.
[AGENT][NEUTRAL] Um, what's her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and what group is she calling about?
[CUSTOMER][NEUTRAL] It's 16381.
[AGENT][NEUTRAL] 16381.
[CUSTOMER][NEUTRAL] Saint Andrew's Club.
[CUSTOMER][NEUTRAL] And she's with the broker and I did verify her information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, did she mention a specific invoice or not?
[CUSTOMER][NEUTRAL] But it looks like
[CUSTOMER][NEUTRAL] Um, she did, she gave me an invoice number for October, which is 6371235, which I didn't see that one being paid on the history. I checked the history and I got all the months but October.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so she's calling about that one, but she wants to make sure that that one is due because she said that they received an email from [PII] saying there was like $900 out there that they didn't know where to post it to and that she's confused about that and like why we have that amount and it's not a full amount of the invoice or she's just confused about the whole payment or deal because she said if we're missing.
[CUSTOMER][NEUTRAL] The October, uh, and the October is more than 900. What is that 900 for? So she just wanna get something that she can go back to the group and see exactly what they need to pay.
[AGENT][NEUTRAL] OK. Yeah, you can go ahead and transfer her.
[CUSTOMER][POSITIVE] OK, thank you. Let me put her in. I'm sorry.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me Ms. [PII].
[CUSTOMER][POSITIVE] Yeah, no worries. OK, I do apologize for that long wait. I've got Ms. [PII] on the line she's in the group billing department. I went ahead and gave her all the information and also explained to her what we're looking at and all the information so she's gonna assist you from here, OK? OK, thank you very much. You're welcome have a good afternoon, [PII]. Thank you, you're welcome.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I'm still here. I guess he's probably, I don't know.
[CUSTOMER][POSITIVE] Let me try it again. OK. Yeah, I'm not sure what happened, but yeah, I had her. Let me come in and get I'm I'm so sorry. I usually wait until you get connected before I let go so I'm like thank [PII] you did because I was about to hang up and I was like oh crap.
[CUSTOMER][POSITIVE] Yeah, OK, give me just a minute. Let me try this again. Thanks. You're welcome.