AccountId: 011433970860
ContactId: 7e6423e7-9c45-41a5-a132-abe978b243e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99599 ms
Total Talk Time (AGENT): 41517 ms
Total Talk Time (CUSTOMER): 41360 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/7e6423e7-9c45-41a5-a132-abe978b243e3_20250319T14:52_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi this is [PII] with governmental Management Services. Our, um, client number is 2 or group number is 21302.
[CUSTOMER][NEGATIVE] we have not received an invoice this month. I'm just.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And Miss [PII] for security, I need to verify the mailing address on file and your email address.
[CUSTOMER][NEUTRAL] 10 mailing address is [PII] and my email address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like based on the information I have here, Miss [PII] group is in renewal holding so it is not gonna send an invoice until it's out of the renewal hold.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, alright, that sounds good. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thank you. Bye-bye.