AccountId: 011433970860
ContactId: 7d6a7a99-298d-4e31-b6f9-bd1332f8c308
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277579 ms
Total Talk Time (AGENT): 58887 ms
Total Talk Time (CUSTOMER): 100243 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/7d6a7a99-298d-4e31-b6f9-bd1332f8c308_20250422T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, hi, good afternoon, my [PII]. I called last week about a an email I got from your company about requesting our payments and nobody ever called me back.
[AGENT][POSITIVE] Oh, I'm so sorry about that. Do you?
[CUSTOMER][NEUTRAL] I'll tell you, I'm calling from Ham Hamman Associates. The group number is 25929. I got an email last Monday about payments. I want to know how to, uh, look at all payments. I want to know exactly how to reconcile the payments. The group number is 25929 [PII] and Associates. My name is [PII].
[AGENT][NEUTRAL] OK, just one moment and I'll look your group number up.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and then what is your first name?
[CUSTOMER][NEUTRAL] [PII]. [PII], my first name. [PII] is my last name.
[CUSTOMER][NEUTRAL] Got an email saying that they, they had two payments that totaled 2462.23 for April invoices and invoice was 6385729. They said that the difference from the billing amount is 2785. Please send the details of the payment so we can reconcile the invoice.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I called if they're gonna have somebody call me back.
[AGENT][NEUTRAL] OK, so that is going to be group billing.
[AGENT][NEUTRAL] Um, do you mind if I put you on a brief hold and speak to them really quick?
[CUSTOMER][NEUTRAL] Uh, I did last. You can keep the, yes, OK, I'll hold on dear. Thank you. Bye-bye. I'll hold.
[AGENT][POSITIVE] OK, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, yes, this is [PII] from the care team. I have an agent on the line and uh their group number is 25929, and he is asking, he said that he received two emails about payments not going through.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so I'm just transferring him over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's his name again, please?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, what's the agent's name? I'm sorry.
[AGENT][NEUTRAL] He said something [PII].
[AGENT][NEGATIVE] So I could barely understand him.
[CUSTOMER][NEUTRAL] OK, OK, that's it, yeah. That's, OK, that's a good name. That's fine. What is the, uh, the agent's name?
[AGENT][NEUTRAL] Um, let's see. It's.
[CUSTOMER][POSITIVE] It's OK honey just get it.
[AGENT][NEUTRAL] OK, I'm new. I'm like, uh.
[CUSTOMER][POSITIVE] OK, [PII], just take a deep breath. We'll, we'll take care of it. Thank you, sweetie. You have a good day, OK.
[AGENT][POSITIVE] OK, thanks. Thank you, you too.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] Thanks [PII]. All right. Bye.
[CUSTOMER][NEUTRAL] Hey, this is [PII] in the group billing department. How are you doing today?