AccountId: 011433970860
ContactId: 90f12fb6-cf15-44b5-b01e-09b81f8b639c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119879 ms
Total Talk Time (AGENT): 23652 ms
Total Talk Time (CUSTOMER): 80712 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/90f12fb6-cf15-44b5-b01e-09b81f8b639c_20250611T21:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] over in Broker Resources, and I have a broker on the line, uh, Mr. [PII]. He has some billing questions um for one of his, uh, groups. Do you want me to go ahead and give you the group number?
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] OK, it's 26521 and I will put him on the call now.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][POSITIVE] Yeah, hey [PII], my name's [PII]. I'm like a G for APL, and I hope you're doing good. Can I ask a stupid man question for a group that we have?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright, so the PRD is 26521.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's called Dunham Bush USA LLC and the uh broker because I'm kind of like a G for APL, the broker's admin's asking me, is it normal for uh APL to withdraw the money even though the invoice wasn't posted yet, which is kind of weird, but with this new OCS website, uh, I just wanna know if um if I can give you an invoice number if their June invoice has been pulled and paid already or if it's still open.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because I know they're not on ACH auto draft yet.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] The do invoice.
[CUSTOMER][NEUTRAL] Yeah, it ends in 832.
[AGENT][NEUTRAL] I'm on computer.
[AGENT][NEUTRAL] The June invoice is still open.
[CUSTOMER][NEUTRAL] still
[AGENT][NEUTRAL] So nothing's been posted.
[CUSTOMER][POSITIVE] OK, alright, that's what I need to know. OK, alright, thanks so much alright you take care thank you bye bye.
[AGENT][POSITIVE] You're welcome. You too.
[AGENT][NEUTRAL] All right, bye.