AccountId: 011433970860
ContactId: 6f62dbc9-f99b-4f60-b5e9-3ed7406a7096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282739 ms
Total Talk Time (AGENT): 127951 ms
Total Talk Time (CUSTOMER): 103644 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/6f62dbc9-f99b-4f60-b5e9-3ed7406a7096_20250422T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, good morning, um, I, I spoke, this is [PII] from, um, allergy Consultants. I spoke to someone a few minutes ago because I'm the new, uh, bookkeeper and I had to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Straighten out being able to log into the website and um we we're we have like 5 invoices sitting there. I'm kind of surprised we haven't gotten it notified by you guys but anyway I wanna pay them, but I'm just not sure how to go about that on the invoice or can I set up auto pay or can I give you a card or an e check over the phone?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, absolutely we can get those, uh, invoices taken care of. Um, first, [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh sorry, it's new for me. I don't have it memorized. Give me one second. Where is it? Why did I not see that, um.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. Sorry, I just had a senior moment.
[AGENT][NEUTRAL] OK, that's OK, no worries, um, OK, and so you are you you're like the new admin or you do the bookkeeping?
[CUSTOMER][NEUTRAL] Yes, yes, I do the bookkeeping.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, do you have that group number?
[CUSTOMER][NEUTRAL] Yes, it's 22,670.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, are you able to verify the address for the business, Irene?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[AGENT][NEUTRAL] Thank you for verifying that. um, do you know who we have as the contact for this group?
[CUSTOMER][NEUTRAL] Would be, would be [PII].
[AGENT][NEUTRAL] OK, is that still accurate?
[CUSTOMER][NEUTRAL] No, she's gone.
[AGENT][NEUTRAL] OK, so, um, of course we could still get these invoices taken care of for you, Irene, um, but if you would whenever you're able to, um, if you would send us an email with any information that might need to be changed, um, so obviously that contact uh needs to be updated um the email I have is [PII] is that still correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah that's still correct.
[AGENT][NEUTRAL] OK, OK, awesome so then it looks like we just need um well on the phone number as well I have [PII].
[CUSTOMER][POSITIVE] I think that that's yeah it looks like that's still a good number as well.
[AGENT][NEUTRAL] OK, OK, so then we just need that contact information updated um whenever you're ready I'll let I'll give you that email address that you can send that information to.
[CUSTOMER][NEUTRAL] Is that the [PII]?
[AGENT][POSITIVE] Yes, that's it, yes ma'am. All right, OK, well I appreciate you verifying all of that, Irene. I'm just gonna put you on a brief hold uh and get you over to our billing department they'll be able to help you out with these invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] Doing good thank you uh so I've got a group admin on the line apparently they have several invoices uh that they're wanting to go ahead and pay.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] That is 22,670.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you and then who's on the phone?
[AGENT][NEUTRAL] We are speaking with her name is [PII]. Uh, she is their new, um, well she said she, oh, can you hear me?
[CUSTOMER][NEUTRAL] Hello? Oh
[CUSTOMER][POSITIVE] Yeah, now I can.
[AGENT][NEUTRAL] OK, um, so her name is [PII], um, she did tell me that the contact we have, uh, [PII] is no longer accurate so I did tell her to go ahead and send that information in an email when she's able to.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Allergy consultants.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Uh, of course I have to log in again jeez.
[CUSTOMER][NEUTRAL] 39.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][POSITIVE] All right thanks bye bye.