AccountId: 011433970860
ContactId: 9a72bda6-9a4c-468d-bd8b-4f4d8524d2a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159449 ms
Total Talk Time (AGENT): 58517 ms
Total Talk Time (CUSTOMER): 55029 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/9a72bda6-9a4c-468d-bd8b-4f4d8524d2a8_20250530T14:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh hi, good morning. My name is [PII]. I'm calling from Point of America's too, and I'm just calling to bother you and see if if it's possible to get a copy of the invoice.
[AGENT][NEUTRAL] OK, and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have the group number?
[CUSTOMER][NEUTRAL] Yes, it's 181 96.
[AGENT][NEUTRAL] You said 181 96?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify the group uh mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what month invoice? I'm assuming June.
[CUSTOMER][NEUTRAL] Yes, the most recent one, if you can, please.
[AGENT][NEUTRAL] Uh, let me see if it's available. Give me one moment.
[AGENT][NEUTRAL] And it should also be available on the online service center have y'all set up on there?
[CUSTOMER][NEUTRAL] I have not yet set it up.
[CUSTOMER][POSITIVE] But I will find the time to do it today so it would be easier.
[AGENT][POSITIVE] Yes ma'am and they did uh kind of redid the service center so hopefully should be a lot easier to sign on. Give me one moment I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and just email it to the [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I will send this off in a few moments. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome and I thank you for calling APL. Have a great day and weekend.
[CUSTOMER][POSITIVE] Alright thank you bye bye.