AccountId: 011433970860
ContactId: 733f66a8-bf8d-48c4-aa30-17204c5ad21b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421820 ms
Total Talk Time (AGENT): 157110 ms
Total Talk Time (CUSTOMER): 101206 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/733f66a8-bf8d-48c4-aa30-17204c5ad21b_20250519T16:08_UTC.wav
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[CUSTOMER][NEGATIVE] Tell me where you're calling from. I'm not gonna get.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII], and I'm calling because, um, we received an email stating that um we have like 4 invoices past due, but I just wanted to make sure we're receiving um our invoices on a timely manner.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's take a look at the group, [PII]. And do you have the group number?
[CUSTOMER][NEUTRAL] I sleep here.
[CUSTOMER][NEUTRAL] Sure, sure, the group number is 16893.
[AGENT][NEUTRAL] It was 168, did you say 96?
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] Oh no, 16893.
[AGENT][NEUTRAL] 93, sorry about that.
[CUSTOMER][NEUTRAL] Right, no, you're fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and then if you could just verify with me uh the group name.
[CUSTOMER][NEUTRAL] Sure. It is Chris Mount Enterprises.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And let's see
[AGENT][NEUTRAL] My
[AGENT][NEUTRAL] Let me take a look and see.
[AGENT][POSITIVE] Let me see which ones are showing outstanding because I show it was.
[AGENT][NEUTRAL] In renewal at one point, but that was completed, it looks like as a 59. So I know if it's on a renewal hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Once that is processed and completed, then you would get the invoice.
[CUSTOMER][NEUTRAL] It's just that.
[CUSTOMER][NEUTRAL] Oh yeah, because the invoice like it was like 3 or 4 of them like for 4 months and um.
[CUSTOMER][NEUTRAL] Well, I mean, we're gonna pay it but we just wanna make sure we're getting our invoices, um, sent to us, you know, we don't wanna.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, we want to pay on time basically.
[AGENT][NEUTRAL] No, yeah, for sure. Um.
[AGENT][NEUTRAL] Let me see if I see
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, I mean, I don't.
[AGENT][NEUTRAL] See any reason why they would be held up. I can double check to see if there was anything else. The only thing that I see would have maybe have been the renewal, um, but I can double check with billing just to make sure. I was gonna see what was sent out to you guys also because you said you've just gotten a correspondence from us, correct, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I, I got an email and it, it was like 4 invoices from like January through May, um, and we're gonna pay it but uh my boss is asking, you know, how are we getting these, why, you know, so I just need to come back with an answer.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Why is it so many at once? Right, OK, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right and then can you just verify the contact email that we should have on file too?
[CUSTOMER][NEUTRAL] Sure it should be [PII].
[AGENT][NEUTRAL] I just want to make sure that we have the right one on here alright um let me reach out to billing and see what I can figure out with him why it was sent that way. So do you mind holding the line one moment?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, not at all. Thank you so much.
[AGENT][POSITIVE] Thank you. Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good, [PII]. How are you doing?
[AGENT][NEUTRAL] I'm good thank you I have a contact with a um group on the line and they are wondering, so they're behind I guess on some invoices and they're wondering, I guess they haven't been getting them and are wondering why they got like 4 like January through April so I was wondering if you could help with that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Absolutely. What's the group number?
[AGENT][NEUTRAL] Group number is 16893.
[AGENT][NEUTRAL] Krisel Enterprises.
[CUSTOMER][NEUTRAL] And who am I speaking with?
[AGENT][NEUTRAL] Uh, [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll be glad to help him. Thank you. You said it was [PII], correct?
[AGENT][NEUTRAL] All right, thank, yeah and she yeah she just said that they're gonna pay it but her boss wants to know why I guess they got this email with 4 invoices kind of what was going on so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, I can help her. Thank you so much.
[AGENT][POSITIVE] All right. You're welcome. Here she comes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.