AccountId: 011433970860
ContactId: 70c0fdc4-45c2-4808-9304-779ed74181d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93680 ms
Total Talk Time (AGENT): 36962 ms
Total Talk Time (CUSTOMER): 60792 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/70c0fdc4-45c2-4808-9304-779ed74181d4_20250611T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][NEUTRAL] Yeah, yeah, just working through the OSC, you know, maybe 3 more weeks I'll pop the champagne cork open. I know. Hey, uh, is there a way that
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Honestly, save me a glass.
[CUSTOMER][NEUTRAL] I know, believe me, I, I could go for a margarita with salt, um, and don't even drink.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Look, uh, can you give me the June invoice for a PRD, and I'll give you the PRD number.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] It's 26521.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 26521. It's called Dunham Bush USA. I just need the latest June invoice, if you could be so kind.
[AGENT][POSITIVE] Yeah, absolutely, and do you need to know, um, do you mean included a flyer on how to pay, I guess other ways to pay? OK, OK, perfect.
[CUSTOMER][NEUTRAL] No, I have all that. Yeah, I got that. Yeah, you, you don't have a new flyer that's got the, the procedures for the ACH no?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um, let me see, I think it might be on there.
[CUSTOMER][NEUTRAL] No, right.
[CUSTOMER][NEUTRAL] I don't think because I have the most current flyer.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] But you have an ACH option now.
[AGENT][NEUTRAL] Yes, I have an ACH option on this flyer.
[CUSTOMER][POSITIVE] Oh, cool. Oh yeah, if you can send that over, that'd be cool.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely I'll send both of those over uh.
[CUSTOMER][NEUTRAL] OK, you got, you got my one of 10,000 email addresses?
[AGENT][POSITIVE] Yes, yes, sir. I'll send it over to you.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] All right, thanks. Bye, [PII]. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Uh, thank you.