AccountId: 011433970860
ContactId: 6fa07116-2b29-485a-b88a-f6a0be3c7ec0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101489 ms
Total Talk Time (AGENT): 36327 ms
Total Talk Time (CUSTOMER): 70041 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/6fa07116-2b29-485a-b88a-f6a0be3c7ec0_20250128T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How about you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've got a group admin on the line um apparently I don't know but she sounds like they're in a bit of hot water, uh, getting a payment to us she said there's recently been a lot of changes um I did give her our overnight address but she asked that I let y'all know that they are going to be sending this payment out so I was, I was going to just make a note anyway, but I don't know if that's something you needed to look at so I just thought for good measure I'd let y'all know.
[AGENT][NEUTRAL] Is it a [PII] group?
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Yes, they are in [PII].
[AGENT][NEUTRAL] Yeah, I, uh, that's one of my groups, uh, um, just because the NAS, they, um, have been sending out emails saying, hey, if you don't get this in by the end of the month, you're gonna get terms, so.
[CUSTOMER][NEUTRAL] Why does that matter?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. I was wondering where the urgency was coming from. OK, I understand.
[AGENT][POSITIVE] Yeah, they're pretty on it.
[AGENT][NEUTRAL] So they're gonna overnight it?
[CUSTOMER][NEUTRAL] So she's OK.
[CUSTOMER][NEUTRAL] Yes, I did give her the overnight address. I also gave them the information for OSC as well. um I said we could take a payment over the phone, but she said she didn't have that information right then and there so.
[AGENT][NEUTRAL] Yeah, what group is that?
[CUSTOMER][NEUTRAL] It is 15372.
[AGENT][POSITIVE] Awesome. OK.
[AGENT][POSITIVE] I'll keep an eye out for it. Thank you.
[CUSTOMER][NEUTRAL] OK, OK, yeah, no, OK, I'm glad I didn't know if that was redundant me calling, but OK.
[AGENT][NEUTRAL] No, no, I mean, I guess if it was anybody else maybe but it's since my group it's good to have a heads up, but.
[CUSTOMER][POSITIVE] Well that works OK awesome I'll still make a note but all right, I will let her know that they're good to go.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thanks though.
[CUSTOMER][POSITIVE] Alright thanks bye bye.
[AGENT][NEUTRAL] Bye.