AccountId: 011433970860
ContactId: 9454cc2e-c1f9-495a-83d5-995c4bcc3ff9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231059 ms
Total Talk Time (AGENT): 60509 ms
Total Talk Time (CUSTOMER): 92605 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9454cc2e-c1f9-495a-83d5-995c4bcc3ff9_20250505T21:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, ma'am I just wanna make sure that I've been making payments to my invoices. Can I verify if I'm up to date and if not to make a payment please?
[AGENT][NEUTRAL] OK, is it for your personal account or are you with a group or?
[CUSTOMER][NEUTRAL] It's a it's a group, yes.
[AGENT][NEUTRAL] I knew the group ID.
[CUSTOMER][POSITIVE] Oh boy, uh, give me one second.
[CUSTOMER][NEUTRAL] I got the invoice numbers is that easier?
[AGENT][NEUTRAL] Uh, there should be a group number on there.
[CUSTOMER][NEUTRAL] Uh, look, let me look.
[CUSTOMER][NEUTRAL] I'm on that page, uh, good contact info I guess.
[CUSTOMER][NEUTRAL] Uh, don't see that.
[AGENT][NEUTRAL] What's the name of the group?
[CUSTOMER][NEUTRAL] Uh, Flo FLUR Consulting Group.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] Uh [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], could I have the address of the company?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is the contact number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. Um, let's.
[CUSTOMER][NEUTRAL] Checking on this issue, um.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, you know, yeah.
[AGENT][NEUTRAL] Gonna need to get you over to our billing department. They'll be able to help you with the billing questions. Um, can you hold one moment? I'll get you transferred?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure. Yes, please.
[AGENT][POSITIVE] OK. OK, thank you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team. I've got a group on the line that wants to check on their invoices, uh, make sure that they've paid everything up to date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's that group number?
[AGENT][NEUTRAL] Number is 80122.
[CUSTOMER][NEUTRAL] Um, OK. And the person you're down home?
[AGENT][NEUTRAL] I'm talking to [PII], and I verified the phone number and the address.
[CUSTOMER][NEUTRAL] Is that the callback number by chance?
[AGENT][NEUTRAL] It is, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, I've got this off by a number. I thought this was someone else that I was dealing with earlier and I was like, that's so odd they'd be calling like this. I was off by a number. OK, let's see. All right, I'm ready for him whenever you are.
[AGENT][NEUTRAL] OK, I'm gonna introduce you and then I'll release the call.
[AGENT][NEUTRAL] OK, Mr. Real, I've got [PII] on the line and she's gonna help you with your invoices, OK?
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][POSITIVE] Appreciate it. Thank you much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi Mr. like she said this is.