AccountId: 011433970860
ContactId: 933c003e-e790-4202-88c2-9e8686d0ba90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443040 ms
Total Talk Time (AGENT): 86464 ms
Total Talk Time (CUSTOMER): 89950 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/933c003e-e790-4202-88c2-9e8686d0ba90_20250109T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] to.
[CUSTOMER][NEUTRAL] Hi, [PII], you're speaking to [PII]. I'm calling from Benefit Mall, DBA Centersstone. I'm calling to see if you can just um get a group's invoice for me.
[AGENT][NEUTRAL] OK, [PII], I can help you with that, um, and you're calling from Benefit Mall, is that what you said, sir?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK uh what is the group number please [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Group number is 22717.
[AGENT][NEUTRAL] OK and then what is your callback number, sir? Just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you and let me look up that group real quick.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, can you please verify the uh physical address of the group for me?
[CUSTOMER][NEUTRAL] The, uh, the group is BNH worldwide. The address is [PII].
[AGENT][NEUTRAL] OK, and then which invoice are you needing a copy of, sir?
[CUSTOMER][NEUTRAL] Um, just the most recent invoice.
[AGENT][NEUTRAL] You need January.
[CUSTOMER][NEUTRAL] For January. Yup.
[AGENT][NEUTRAL] OK and where is that supposed to be sent to?
[CUSTOMER][NEUTRAL] Um, it's gonna be sent to [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I pull up that invoice for you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] I'll be right back and you're welcome [PII]. I'll be right back.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking on the group, I did find the invoice.
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] And I am going to email it, but I need to email it to the group contact person.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To the, to the broker or to the uh the agent of the group?
[AGENT][NEUTRAL] Right, I need to mail it, mail it to the group contact.
[AGENT][NEUTRAL] Which is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII]. Um, OK. All right. I'll let the broker know then that um you have to send it to [PII] on one second.
[AGENT][NEUTRAL] Who is the group contact, yes sir.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right, um, I'll let them know that you sent her the uh the invoice, um.
[CUSTOMER][NEUTRAL] And yeah, is there a reference I can get for the call?
[AGENT][NEUTRAL] Yes, I'm, I'm.
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and what, and what's your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] To.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]. OK, so, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, that'll be all.
[AGENT][POSITIVE] OK thank you you have a great day and thanks for calling TJ.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right you too thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Bye bye.