AccountId: 011433970860
ContactId: 73246f76-6f94-42a1-923f-14cb926432d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241960 ms
Total Talk Time (AGENT): 68298 ms
Total Talk Time (CUSTOMER): 104344 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/73246f76-6f94-42a1-923f-14cb926432d6_20250224T13:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII], director of HR for Coral Springs Improvement District. How are you?
[AGENT][NEUTRAL] I'm good. What's your name, sir?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] [PII]. OK. Thank you, [PII]. What's the group number?
[CUSTOMER][NEUTRAL] Oh, I have no idea what I say where it is.
[CUSTOMER][NEUTRAL] I don't know, uh.
[CUSTOMER][NEGATIVE] Never I don't call y'all much so I don't know I'm logged into my to our thing where would it be at?
[CUSTOMER][NEUTRAL] We're gonna find it.
[AGENT][NEUTRAL] You're logged into the OSC.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what are you looking for?
[CUSTOMER][NEUTRAL] Um, I'm just trying to, I didn't, I haven't seen our invoice yet. I didn't know if, if I, if when that would be available for the month so I can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know you said you're calling on behalf of the group. Are you the group Batman?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, what's the what's the name of the group?
[CUSTOMER][NEUTRAL] Coral Springs Improvement District.
[AGENT][NEUTRAL] OK, and I'll need to verify the group number with you, your email address, the group address and a phone number.
[CUSTOMER][NEUTRAL] My email is [PII] uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I, I guess the phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tell me where the group number I I I I don't.
[AGENT][NEUTRAL] Yeah, I'm gonna have to search it by the name. Give me just a second.
[CUSTOMER][NEUTRAL] Why is this doing this to me?
[CUSTOMER][NEUTRAL] Oh shoot, I mean, I, I can look at an old invoice.
[CUSTOMER][NEUTRAL] It comes up, I don't know what it's taking so long.
[AGENT][NEUTRAL] And [PII], is your last name [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. The group number is 16577.
[AGENT][NEUTRAL] Coral Springs Improvement District.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you, I know you said that you're an online service center did you say to make a payment?
[CUSTOMER][NEUTRAL] No, I just I was trying to look for my invoice, the invoice for.
[AGENT][NEUTRAL] Uh, for February or January?
[CUSTOMER][NEUTRAL] Or no for the March invoice I've already.
[AGENT][NEUTRAL] For March it may not be prepared yet let me take a look, OK?
[CUSTOMER][NEUTRAL] I don't know why this is.
[CUSTOMER][NEGATIVE] Yeah it's not uh yeah thanks.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I didn't see it online but I don't know what's going on with this system.
[AGENT][NEUTRAL] I'm gonna double check as well.
[AGENT][NEUTRAL] Yeah, the March invoice is not prepared yet.
[CUSTOMER][NEUTRAL] OK, does it have a date when it would be being a short month and everything?
[AGENT][NEUTRAL] Yeah, give it a few days. We're at the end of February, um, I would say maybe the [PII] or [PII] week of March.
[AGENT][NEUTRAL] And let me make sure that this group is not in renewal.
[CUSTOMER][NEUTRAL] Well, you, it should, it should be before March because I paid in March. I'll pay in [PII], so it should be.
[AGENT][NEUTRAL] Yeah, it, it has not been made available at this time.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] All righty. Any other questions, [PII]?
[CUSTOMER][POSITIVE] Alright, that's it thanks bye bye.
[AGENT][POSITIVE] You're welcome, thank you for calling.