AccountId: 011433970860
ContactId: 6c184e0d-a7cc-4771-9585-1ba6da5deb77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299500 ms
Total Talk Time (AGENT): 129949 ms
Total Talk Time (CUSTOMER): 104298 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/6c184e0d-a7cc-4771-9585-1ba6da5deb77_20250305T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from All American Shutters and Glass, um.
[CUSTOMER][NEUTRAL] I'm looking for account number on the invoice, uh, group number 26071.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull up your group real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It'll say the bill says Levington bill, yeah.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Yes, I see that now um Ms. [PII] just for security reasons can you please verify your email for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then one last verification, can you give me the physical address?
[CUSTOMER][NEUTRAL] The company address?
[CUSTOMER][NEUTRAL] It's 783.
[AGENT][NEUTRAL] Yes, the Levison belt.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm [PII]. It may say [PII]. It's the same.
[AGENT][POSITIVE] OK, thank you so much Miss [PII]. I do see that you are the contact person. How can I help you today?
[CUSTOMER][NEUTRAL] Um, OK, so let's take the, the January bill.
[CUSTOMER][NEGATIVE] Now we received the February bill, but this one guy, [PII] is on there 5 times. Why are they charging us 5 times for him and he was on the bill like only 1 time last month.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh, OK, alright, so what, um, I wish I could answer.
[CUSTOMER][NEUTRAL] Weird, huh
[AGENT][NEUTRAL] Yes, OK, so what I'm gonna do is I'm gonna go ahead and transfer you on over to group billing so that we can let them know thats on their 5 times and let them assist you with that, OK.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, and then the uh call back, OK, yes ma'am, definitely, uh, what is your callback number just in case the call gets dropped we can call you right back, Miss [PII].
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. It's going to be a brief hold. I'm gonna transfer you on over there now, and I hope you have a wonderful rest of your day and thank you for calling APM Miss [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye. You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um.
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] How are you doing? I've got Miss [PII] on the phone, uh, with group number 260. 0 no.
[CUSTOMER][NEGATIVE] You're breaking up really, really bad.
[AGENT][NEGATIVE] I thought I could fix that.
[CUSTOMER][NEUTRAL] I mean it just filters I mean it just kinda.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] It'll be all right. You've got.
[AGENT][NEUTRAL] I'm so sorry. Let me see if I, OK, [PII] on the.
[CUSTOMER][POSITIVE] No, it's good.
[AGENT][NEUTRAL] It's [PII] on the phone and she's with group 26071.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she is the contact person. She verified the group. She's calling because um her February invoice has a member on there 5 times and she wants to talk to somebody about it.
[CUSTOMER][NEUTRAL] Uh, I can help her with that. What is that group number? I mean that uh her contact number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Phone number.
[AGENT][NEUTRAL] It is, uh, it, it's.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII] right.
[CUSTOMER][NEUTRAL] I missed your first number [PII] so is it [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you've got [PII] on the phone. She's a contact, and she's wanting to know why there's a person on there 5 times.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you verified everything?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, I can help her with that. Thank you.
[AGENT][POSITIVE] OK, thanks [PII] bye bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.