AccountId: 011433970860
ContactId: 836df8cd-c05b-47f0-b220-16a5fdee1051
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195529 ms
Total Talk Time (AGENT): 72423 ms
Total Talk Time (CUSTOMER): 38188 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/836df8cd-c05b-47f0-b220-16a5fdee1051_20250305T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, so I need to speak with somebody um about an invoice payment.
[AGENT][NEUTRAL] OK, absolutely. Is it for your own policy, like an individual, or are you calling on behalf of a group?
[CUSTOMER][NEUTRAL] It's for business.
[AGENT][NEUTRAL] It's for a business, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, do we have the group number invoice number? What do we have?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, the group number is 25584.
[AGENT][NEUTRAL] All right, let me pull that up here.
[AGENT][POSITIVE] And I apologize. Can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] I've got the group up here. Can you verify the group name?
[CUSTOMER][NEUTRAL] The group name, let me see. I, I just have [PII].
[AGENT][NEUTRAL] OK, I've got that here. What kind of questions do we have on invoice today, [PII]?
[CUSTOMER][NEUTRAL] OK, so I sent in a check um for invoice number 0006380411.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure it went through. Everything was.
[CUSTOMER][NEUTRAL] Or if there was anything owed on this.
[AGENT][NEUTRAL] OK. Yeah, let me check and see if there's any sort of outstanding.
[AGENT][NEUTRAL] You said ending in 0411.
[AGENT][NEUTRAL] All right, so yeah, I mean it's showing paid, uh, let me see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, so it looks like I'm showing everything is current on this [PII] we received the check for the invoice, um, I do show another invoice to send out of course for March, but that's not due until it looks like the [PII], so that's the only thing I see um do for this particular group.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yeah, not a problem. Anything else I can do for you?
[CUSTOMER][POSITIVE] Uh, that's gonna be it. Thank you.
[AGENT][POSITIVE] All right sounds good have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.