AccountId: 011433970860
ContactId: 71a1956e-8259-4e08-9d2c-074c2a7e21c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130649 ms
Total Talk Time (AGENT): 59459 ms
Total Talk Time (CUSTOMER): 49666 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/71a1956e-8259-4e08-9d2c-074c2a7e21c1_20250623T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is uh [PII] on the care team. I've got a group on the line that um wanted a copy of their invoice, but I don't know. I can't tell if it's in here and I don't know where to pull it to send it to her because I know they can't download right now on the site, so.
[AGENT][NEUTRAL] Um, you have to get it from the, um,
[AGENT][NEUTRAL] From the uh on base.
[CUSTOMER][NEUTRAL] Oh, from on base? OK uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't guess I've ever done it before. OK, so custom queries.
[CUSTOMER][NEUTRAL] And then do I go to.
[AGENT][NEUTRAL] Um, you'll go to, um, retrieval and then billing.
[AGENT][NEUTRAL] Alright, so yeah, billing and collection, and then you'll go to billing invoice.
[CUSTOMER][NEUTRAL] Is that under I've got APL it goes BEN.
[CUSTOMER][NEUTRAL] CS in life.
[CUSTOMER][NEUTRAL] MCP.
[CUSTOMER][NEUTRAL] OK, APLAD billings.
[AGENT][NEUTRAL] Uh, no, APL billing and collection, do you see that?
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Billing
[AGENT][NEUTRAL] Because I know like when the groups request their invoices, that's like a care team um task like we that gets assigned to the care team anyways.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, let me see if I.
[AGENT][NEUTRAL] I don't know if you guys pull it the same way that we do, but we go to um on base and then billing and collection, it should say APL dash billing and collection.
[AGENT][NEUTRAL] Under APL administrative.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I see it. OK, awesome. OK, sorry about that.
[AGENT][NEUTRAL] Yeah, and then, yeah, and then you'll go to billing, you'll find you'll go to billing invoices and then you'll just type in their group number.
[CUSTOMER][POSITIVE] OK awesome perfect thank you so much appreciate you.
[AGENT][POSITIVE] No problem. Bye.