AccountId: 011433970860
ContactId: 71f70f83-c77c-4002-956a-08d8fb7facb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304149 ms
Total Talk Time (AGENT): 124142 ms
Total Talk Time (CUSTOMER): 87485 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/71f70f83-c77c-4002-956a-08d8fb7facb3_20250102T17:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because uh I received the invoice notice and I'm not able to log in for some reason I can't find my credentials. I want to know if you're able to email me a copy of the bill.
[AGENT][NEUTRAL] OK, can I please get your name?
[AGENT][NEUTRAL] Call back number so I can help you with the invoice.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Would you like our account number also?
[AGENT][NEUTRAL] Yes, um, your group number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Or do you have, are you an individual with a policy?
[CUSTOMER][NEUTRAL] Um, they usually did.
[CUSTOMER][NEUTRAL] No, no, no, I'm calling on behalf of a company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, [PII], what is your call uh-huh, go ahead.
[CUSTOMER][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't, your phone was breaking up. You say you need a callback number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the group number?
[CUSTOMER][NEUTRAL] 17672
[AGENT][NEUTRAL] Uh let me look that group up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you give me the um physical address for the group?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you so much I appreciate you verifying that information for me and uh which month invoice do you need a copy of?
[CUSTOMER][NEUTRAL] Can you tell me um which was the last one paid was November paid?
[AGENT][NEUTRAL] Um, what I'll need to do is transfer you on over to billing so that they can um pull up that information for you and let you know, um, when the last invoice was paid, OK? It's gonna be a brief hold while I transfer you on over to them.
[CUSTOMER][NEUTRAL] OK, well you
[CUSTOMER][NEUTRAL] Well, I can take, uh, are you able to send me over December's invoice?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can send you December's invoice.
[CUSTOMER][NEUTRAL] Yes, can I have December, please?
[AGENT][POSITIVE] Yes, I will send December's. I will get it taken care of for you.
[CUSTOMER][NEUTRAL] OK, you can still transfer me.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. You have a blessed day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] What's, what's the
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] Billing. How may I help you?
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII]. I've got, um, hey, I've got a lady named [PII] on the phone and she is uh wanting to pay invoice for the group for December but she wants a copy of the invoice first and she wants to see what month are they paid to.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] What's the group number, hun?
[AGENT][NEUTRAL] The group number is 17672.
[CUSTOMER][NEUTRAL] You said you got [PII]?
[AGENT][NEUTRAL] She's called before.
[AGENT][NEUTRAL] Yeah, she's called before she's in the notes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you verified everything?
[AGENT][NEUTRAL] Yes, she did verify the physical address of the group and the group number. She's not the contact person on the group, but she is in the notes that she's called for copy of invoices before.
[AGENT][NEUTRAL] Several times.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] What's a good call back number just in case um.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, send Ms [PII] on and we'll go from there.
[AGENT][POSITIVE] OK. Bye, Male. You take care. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, dear. You too. All right, bye-bye.