AccountId: 011433970860
ContactId: 72e76277-97c3-4b0e-bdd7-a80edec43585
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224119 ms
Total Talk Time (AGENT): 86599 ms
Total Talk Time (CUSTOMER): 101678 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/72e76277-97c3-4b0e-bdd7-a80edec43585_20250226T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. Uh, my name is [PII], and I'm calling from Advanced Metal Works in [PII].
[CUSTOMER][NEUTRAL] Um, APL is our insurance provider, um, for our employees, and I'm calling, um, I'm trying to reach accounts receivable.
[AGENT][NEUTRAL] Yes ma'am
[AGENT][NEUTRAL] OK, all right, Ms. [PII], I can help you um get to group billing uh Ms. [PII], can you please give me your group number and your callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um, looking at the bill I've got an invoice number, um, group number let's see, group number is 14041.
[CUSTOMER][NEUTRAL] 0001.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Dash A as in apple 0175538.
[AGENT][POSITIVE] OK, thank you so much and let me see if I can pull that up real quick, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] There was something else
[CUSTOMER][NEUTRAL] When you say the change is gonna be.
[CUSTOMER][NEUTRAL] Material we add to this one.
[AGENT][NEUTRAL] OK, Ms. [PII], you said that you needed to speak with accounts payable. Are you wanting to pay an invoice?
[CUSTOMER][NEUTRAL] No accounts receivable, accounts receivable, it's about a.
[AGENT][NEUTRAL] I'm sorry, accounts receivable, are you wanting to.
[CUSTOMER][NEUTRAL] It's about a check that was issued that is lost, that we issued to you.
[AGENT][NEUTRAL] OK alright let me see if I can get somebody on the phone. I know we're having our quarterly meeting, so I'm gonna check to see if there's anybody there that can take your call so it's gonna be a brief hold while I transfer you on over to group billing.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's fine we just don't want.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I have Ms. [PII] on the phone. She's not the contact person for group number 25538.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] But she is calling because there was a check that they sent to us that we have not received and she wants to talk to somebody about that check.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd left.
[CUSTOMER][NEUTRAL] OK, we have run the monster. OK, alright, and did you verify anything else with her by chance?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I did not um I did not verify the address just because she wasn't the contact person and she's calling specifically about that check. I probably should have. I did get her phone number though.
[CUSTOMER][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] OK, what's that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome. OK, I can take care. Thank you.
[AGENT][POSITIVE] OK thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm