AccountId: 011433970860
ContactId: 81d0b87f-2b8f-42ee-9ad1-c85bffa806cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199789 ms
Total Talk Time (AGENT): 64621 ms
Total Talk Time (CUSTOMER): 54135 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/81d0b87f-2b8f-42ee-9ad1-c85bffa806cf_20250113T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um I've got a group admin on the line that says that they've been speaking with uh [PII]. I'm not quite sure who that is right off. I was just told that she was um over group billing but apparently she had told them she needs back up details for their January invoice and they're not quite sure what information is required.
[AGENT][NEUTRAL] Oh my gosh. What's the group number?
[CUSTOMER][NEUTRAL] It is 25717.
[AGENT][NEUTRAL] I think I spoke to these people last week and I swear.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] City of [PII], yes, um, hang on, let me see if [PII] was supposed to reach out. Who's on the phone?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, we're speaking with her name is [PII].
[AGENT][NEGATIVE] Yeah, we're not even she's not even the group contact and she's not even the person we've reached out to.
[CUSTOMER][NEUTRAL] Right, I did ask if that was accurate, um, and she said that who we have as a contact doesn't mess with billing information, but I didn't even say her name.
[AGENT][NEUTRAL] Well, that's who we have, so.
[AGENT][NEUTRAL] The same lady from last week is calling again. Did you reach out to [PII]?
[AGENT][NEUTRAL] Hang on one second.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEGATIVE] Yeah, we can't even speak to this lady.
[AGENT][NEUTRAL] Cameras.
[AGENT][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] Come on, [PII]. It's a yes or no question. I would talk to her, but they don't have me on the phone. Please get her number so I can call her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can let that the whoever the lady that is on the phone that um the billing processor will reach out to [PII] who is our group contact.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, they'll reach out to uh [PII].
[AGENT][NEUTRAL] Yes, the group contact.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, I'll let her know thank you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye bye.