AccountId: 011433970860
ContactId: 9386d322-1c72-4fbc-8d5c-4d771a5918b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195279 ms
Total Talk Time (AGENT): 72648 ms
Total Talk Time (CUSTOMER): 68484 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/9386d322-1c72-4fbc-8d5c-4d771a5918b0_20250224T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm calling from Key Colony One Condominium that I received an email that we owe the month of January.
[CUSTOMER][NEUTRAL] And we have not received that invoice or February either.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you we can take a look at that. You are the group admin?
[CUSTOMER][NEUTRAL] On the what?
[AGENT][NEUTRAL] Are you the group admin?
[CUSTOMER][NEUTRAL] Uh, I work here in the office. I'm the secretary here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 5725
[AGENT][NEUTRAL] Thank you. Do you have that group number?
[CUSTOMER][NEUTRAL] Let me see if it's regarding this one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's uh 26854.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, [PII], are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect OK and so you did get that email regarding the January invoice not being paid, but you said you also didn't receive the February invoice, right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] No, no, I haven't received it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you well I appreciate that information, [PII], give me just a moment. I'm gonna put you on a brief hold and reach out to our billing department. I'll get right back with you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][NEUTRAL] Doing all right thank you. I've got a group admin on the line um she said she got an email from us regarding um the January invoice not being paid and she also said they have not yet received their February invoice.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] It is 26854.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I don't have who we have listed as the contact on the line um I've got her name is [PII].
[CUSTOMER][NEUTRAL] [PII], alright, let me get him pulled up real quick let's.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, I've got them pulled up. You can go ahead and send her over to me.
[AGENT][POSITIVE] All right. Thanks, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.