AccountId: 011433970860
ContactId: 90ce4a28-ade0-4e2d-90f6-ccc8918d8590
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 610789 ms
Total Talk Time (AGENT): 222766 ms
Total Talk Time (CUSTOMER): 199762 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/90ce4a28-ade0-4e2d-90f6-ccc8918d8590_20250113T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] with the City of [PII], um, and we have had some correspondence with a [PII].
[CUSTOMER][NEUTRAL] And she's saying that she's needing backup details for the January invoice and I'm not sure what she is referring to.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm sorry, you said um back up what was it? Could you repeat it? I'm so sorry, it kind of cut out.
[CUSTOMER][NEUTRAL] Says that she needs back up.
[CUSTOMER][NEUTRAL] Back up details for our January invoice.
[AGENT][NEUTRAL] January invoice, OK.
[AGENT][NEUTRAL] I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Are you a group admin [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Let's see, can I get a good call back number from you, [PII], in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you and then do you have the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I do somewhere hang on one second.
[CUSTOMER][NEUTRAL] 25717.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] I'm not seeing you as our contact [PII]. Do you happen to know who that is?
[CUSTOMER][NEUTRAL] It might be under [PII].
[AGENT][NEUTRAL] Oh, that's not who I have either. Um, this is for City of [PII], correct?
[CUSTOMER][NEUTRAL] Yes, or it was [PII] and she's no longer works here.
[AGENT][NEUTRAL] No, that's not how I've got either.
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, [PII] has been the one.
[AGENT][NEUTRAL] Are you able to
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Uh, she's been the one mainly corresponding with [PII]. Um, I'm not sure who you guys would have them.
[AGENT][NEUTRAL] OK, um, are you able to verify the.
[CUSTOMER][NEUTRAL] Unless it's [PII].
[AGENT][NEUTRAL] No, um, I've got [PII].
[CUSTOMER][NEUTRAL] Uh, she's our interim city manager.
[AGENT][NEUTRAL] OK, so is that still accurate we should keep that information?
[CUSTOMER][NEUTRAL] Yes, but she doesn't really deal with any of our billing or any of that information.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, got you, um, are you able to verify the address of the business, [PII]?
[CUSTOMER][NEUTRAL] Yeah, so our mailing is [PII] and then our physical address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. Alright, thank you for verifying that information. And how have you all been, uh, have you been emailing with [PII]?
[CUSTOMER][NEUTRAL] Yeah, so she emailed [PII] on Saturday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so we just needing clarification as to the information that [PII] needed, uh, the backup details that you were speaking about?
[CUSTOMER][NEUTRAL] Yes, I'm just unclear of what she needs as far as backup details um because we have an invoice that you guys have broke down and pay or sent to us and we're paying that invoice so I'm not sure why there's any more needed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, give me just a moment, [PII]. I'm gonna put you on a brief hold and see if she is available. Um, if not, I'll try to get you to somebody who can help. Give me just a moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] in the care team. How are you today?
[CUSTOMER][NEUTRAL] I'm good, Ms. [PII]. How are you, dear?
[AGENT][NEGATIVE] I have been a lot better. I've got COVID, so it's not been fun.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] [PII] bless you. Oh goodness.
[AGENT][POSITIVE] Oh, it's all right.
[CUSTOMER][NEUTRAL] I hope you feel better.
[AGENT][POSITIVE] Oh, it's a lot better than it was, um.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Yeah, thank you. OK, so I'm not 100% on this one, [PII] um I've got a group admin on the line. She said that they've been speaking with [PII] and I'm sorry, I'm not quite sure who that is right off. I looked and it said customer service, um, and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's actually in group billing, but go ahead.
[AGENT][NEUTRAL] Is she OK um I can I I was wondering if it's a group billing thing um apparently [PII] had told them that she needed uh backup details for their January invoice and they're not sure what that is or what information is needed and that sounded like a good billing thing but I don't know.
[CUSTOMER][NEUTRAL] I'm not either.
[CUSTOMER][NEGATIVE] But yeah, she's in group billing and they may fall under customer service like I'm a new business, but I fall under customer service too.
[AGENT][NEUTRAL] I see. OK, I'll go ahead and give them a call then, yeah.
[CUSTOMER][NEUTRAL] You know,
[AGENT][POSITIVE] All right. Well, thank you, [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] But you
[CUSTOMER][POSITIVE] All right, honey, please feel better. Oh goodness. OK, bye. Have a good day. Bye.
[AGENT][POSITIVE] Yes, ma'am. I'll try. Thank you. Bye-bye.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][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.
[CUSTOMER][NEUTRAL] Oh my gosh. What's the group number?
[AGENT][NEUTRAL] It's 25717.
[CUSTOMER][NEUTRAL] I think I spoke to these people last week and I swear.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] City of [PII], yes, um, hang on, let me see if [PII] was supposed to reach out. Who's on the phone?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, we're speaking with her name is [PII].
[CUSTOMER][NEGATIVE] Yeah, we're not even she's not even the group contact and she's not even the person we reached out to.
[AGENT][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.
[CUSTOMER][NEUTRAL] Well, that's who we have so.
[CUSTOMER][NEUTRAL] The same lady from last week is calling again. Did you reach out to [PII]?
[CUSTOMER][NEUTRAL] Hang on one second.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEGATIVE] Yeah, we can't even speak to this lady.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I did.
[CUSTOMER][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. We get her number so I can call her.
[CUSTOMER][POSITIVE] That's great.
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, they'll reach out to uh [PII].
[CUSTOMER][NEUTRAL] Yes, the group contact.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright, I'll let her know thank you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Alright, [PII], I'm so sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I did reach out to our uh group billing department, um, and touched base with them and they did say that their contact would be uh reaching out to [PII] today regarding that information so you'll you'll be getting a call about that shortly.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, yeah, sorry about all the confusion. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you, bye bye.