AccountId: 011433970860
ContactId: 646558b0-fbdc-4f3c-9b16-6eb4635893c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184960 ms
Total Talk Time (AGENT): 85553 ms
Total Talk Time (CUSTOMER): 59245 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/646558b0-fbdc-4f3c-9b16-6eb4635893c3_20250227T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Ser Construction.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I needed um I made myself an online account for 3 of our companies, but one of them I didn't and so I just need to see how I can go about doing that or if somebody can email me the bill for this month.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, all right, Ms. [PII], um, I can make sure that you get help with the online service center. Uh, may I please get your group number?
[CUSTOMER][NEUTRAL] It's 26,690.
[AGENT][NEUTRAL] Thank you and then what is the callback number just in case our call is dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, let me look that group up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify the group's address and your email address for me please?
[CUSTOMER][NEUTRAL] Um, the group's address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK, I'm gonna um go ahead and transfer you on over to group billing so that can help you with the invoices and getting set up on online service center for this group. It'll be a brief hold while I transfer you over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you so much for calling APL Ms. [PII]. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] in the care team. I've got um Ms. [PII] on the phone. Uh, her callback number is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And she is with group 26,690. I did verify her.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And she's calling because she's been able to set up 3 of her groups in the online service center for her invoices, but she can't get this one set up so she needs to speak with somebody.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, go ahead and send her on over.
[AGENT][POSITIVE] OK, thanks, [PII]. You have a good day.
[CUSTOMER][POSITIVE] Yes, ma'am. You as well.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye