AccountId: 011433970860
ContactId: 7ad3b19a-4375-4314-a545-0a5d211aff29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150059 ms
Total Talk Time (AGENT): 61259 ms
Total Talk Time (CUSTOMER): 64456 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/7ad3b19a-4375-4314-a545-0a5d211aff29_20250528T14:29_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm fine. I have an agent on the line with group number 19804.
[AGENT][NEUTRAL] 19834.
[CUSTOMER][NEUTRAL] 04.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Logical innovations and this is [PII] on the line.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And his callback number is [PII].
[CUSTOMER][NEUTRAL] He's calling to get the April and May invoices or just the totals he has the [PII].
[CUSTOMER][NEGATIVE] I see that he spoke to someone yesterday, but they've not called him back.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Uh, it doesn't look like they've been ordered. [PII] was out yesterday, so she'll have to get them done today, and they'll be emailed.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right, would you just let him know that then.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] When he can expect them since, yeah, since he called yesterday too.
[AGENT][NEUTRAL] I'm not gonna be able to give them a time frame, but yeah, I'll let them know they'll be emailed as soon as they're done.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect. OK. Thank you so much, [PII]. Have a good day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Alright bye bye alright thanks bye bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was just trying to get a copy of the April and May invoices for a group.
[AGENT][NEUTRAL] Alrighty, um, so they haven't been generated yet. I do see where the June was generated over the weekend, um, but the one that generates those invoices was out yesterday, um, so they should be generated today and they'll be sent out through the emails that we have on file um they should be like I said they should be generated today and they should, as long as they are generated today they'll be on the online service center um by the morning.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK, so should I go ahead and mail the check for June, or should I just wait and pay all three of them at once, or do you all care?
[AGENT][NEUTRAL] I, I would wait. I would wait until you have all of them.
[CUSTOMER][POSITIVE] OK, we can do it. I appreciate your help and I hope you have a great rest of your day.
[AGENT][POSITIVE] No problem, [PII]. Thank you and you, uh, have a good day as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right thanks bye bye.
[AGENT][NEUTRAL] Bye, bye.