AccountId: 011433970860
ContactId: 890b2854-8456-4aa7-a0c3-b5df9b8a55b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298640 ms
Total Talk Time (AGENT): 101532 ms
Total Talk Time (CUSTOMER): 103888 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/890b2854-8456-4aa7-a0c3-b5df9b8a55b5_20250225T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hey, [PII], I'm just calling to get a see if I could get a copy of an invoice either emailed to me or faxed to me.
[AGENT][NEUTRAL] Oh, sure. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you for that. And are you the insured or you're calling with the group or broker's office?
[CUSTOMER][NEUTRAL] Uh, just a group, I'm sorry, yeah, employer.
[CUSTOMER][NEUTRAL] And I have the invoice number here.
[AGENT][NEUTRAL] OK, may I have your group number?
[CUSTOMER][NEUTRAL] Oh that is.
[CUSTOMER][NEUTRAL] 650877
[AGENT][NEUTRAL] Thank you for that. And then what invoice number did you need?
[CUSTOMER][NEUTRAL] I is invoice 0006381418.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said the group number is 650877. Let me look this way.
[CUSTOMER][NEUTRAL] Yes, for one board specialties.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You saidalburn Specialties?
[CUSTOMER][NEUTRAL] Waalward, yeah, W A L L B O A R D.
[AGENT][NEUTRAL] 26,160. OK, hold on one moment. That's not the correct group number, but I can give it to you. Hold on one second. I'm just trying to get to the group so I can get to the invoices.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Friday yeah.
[AGENT][NEUTRAL] OK, here we go, here we go. There's your name. OK, and I just need you to verify your mailing the um the mailing address, phone number and your email address for the group.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII] when I say [PII].
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] Um, a good contact number, the contact number for the group and then your email address.
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] And I think the contact number that you have in the system is probably not correct, but it's probably [PII].
[AGENT][NEUTRAL] Yes, if you need to change any of your group's contact information, just send us an email on [PII] with any changes that you need to update.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I just
[CUSTOMER][NEUTRAL] Uh, OK, yeah, I just sent that over because I'm not, I was trying to log on to get these invoices, but I can't, I keep getting an error message every time that I'm trying to log on there, so I sent them an email trying to see what exactly what they needed so we could get that updated, yeah.
[AGENT][NEGATIVE] Get that corrected.
[AGENT][NEUTRAL] OK, and then um so your your group number is 26,160?
[CUSTOMER][NEUTRAL] 261-60
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 26,160 OK.
[AGENT][NEUTRAL] And then the invoice, um, how would you like it sent to you?
[CUSTOMER][NEUTRAL] Uh, can you fax it?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And attention [PII].
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Alright, so I'll go ahead and fax this one. Did you need any others or just this one?
[CUSTOMER][NEUTRAL] Um, just that this is the only one. Do you have this is the one was due in January, correct?
[AGENT][NEUTRAL] This one was January, yes.
[CUSTOMER][NEUTRAL] And you have one that's due in February?
[AGENT][NEUTRAL] Um, yes, it ends in same, uh, invoice number just ends in a 9.
[CUSTOMER][NEUTRAL] Yeah, go ahead and send them both, please.
[AGENT][NEUTRAL] OK, January and February. Hold on one second.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] February. All right, I'll go ahead and send that over to you now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Yeah that should do it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye.