AccountId: 011433970860
ContactId: 66882178-a1de-4db3-ae68-7883f9280b47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125739 ms
Total Talk Time (AGENT): 32860 ms
Total Talk Time (CUSTOMER): 70467 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/66882178-a1de-4db3-ae68-7883f9280b47_20250317T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um [PII] on the phone from group number [PII].
[CUSTOMER][NEUTRAL] I don't see him as the contact person.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I thought at first he was calling to make a payment because he said they're 3 months behind on their invoices because we're no longer letting them do ACH withdrawal and he's upset and wants to know why we don't have ACH withdrawal on them anymore.
[CUSTOMER][NEUTRAL] And he did verify the physical address and the callback number.
[AGENT][NEUTRAL] OK. And um I'm sorry, what was his name?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] But I don't see anything in here.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I don't think that I can share that kind of information with him without him being.
[CUSTOMER][NEUTRAL] Right, let me go back to him and um let him know that we don't have him as a contact person.
[AGENT][NEUTRAL] OK, if he wants to have them.
[CUSTOMER][NEUTRAL] Which I should have done but I.
[AGENT][NEUTRAL] I'm sorry. I was saying if you want to have them send an email to the care team, that would be better cause then at least um we'll have it in writing and then we can address it that way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will do that.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEGATIVE] Alright, I'll go back to it. OK, thanks. I'm sorry to bother you, yeah, but I, I click on bill and he says, I'm not paying this online. I'm not paying this today over the phone. So I said, OK.
[AGENT][NEUTRAL] OK, let me know if you do me a favor.
[CUSTOMER][NEUTRAL] Alright, I'm gonna go back to him and let him know what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Alright, thank you.