AccountId: 011433970860
ContactId: 9daea616-3e49-41e3-b3b9-91f1ecf85287
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242639 ms
Total Talk Time (AGENT): 165772 ms
Total Talk Time (CUSTOMER): 62515 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/9daea616-3e49-41e3-b3b9-91f1ecf85287_20250224T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] Hey [PII], I'm good how are you?
[CUSTOMER][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.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] It is 26854.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't have who we have listed as the contact on the line um I've got her name is [PII].
[AGENT][NEUTRAL] [PII], alright, let me get him pulled up real quick. Let's.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, I've got them pulled up. You can go ahead and send her over to me.
[CUSTOMER][POSITIVE] All right. Thanks, [PII]. Bye-bye.
[AGENT][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][POSITIVE] Yes you are.
[AGENT][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Good, um, and so I understand that you were calling about uh Key Colony One condominium, um, the invoices for the group, was that right?
[CUSTOMER][NEUTRAL] Yes, we have not received either January or February.
[AGENT][POSITIVE] OK, let me see here um I can help you with that. It looks like let me pull it up real quick.
[AGENT][NEUTRAL] Let's see, we have, it looks like we have both invoices available um we have um a website that you guys can go and create an account on to view them online um but I can also email copies over um and I have uh [PII] as the group contact, um, and the email that I have.
[CUSTOMER][NEUTRAL] Yeah, she's the manager.
[AGENT][NEUTRAL] OK, and the email that I have that I can send those invoices to is gonna be [PII].
[CUSTOMER][NEGATIVE] No, no, that, uh, email does not exist anymore.
[AGENT][NEUTRAL] OK uh so what we'll need then is we'll need an email with the updated contact information so that we can update our records. um, let me give you our email address if you guys can send any updated information over to then we can get that updated and that will also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, benefit you guys if you wanna create an account online, um, we'll have to get that email updated since you'll have to use that, you know, you'll have to use an active email to create that account, but let me give you our email address. Are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it's gonna be [PII] and that's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh huh, so that's [PII] and then if you'll just include the group number the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just let us know that some of your information has um changed and then just include any updated information for the email or the phone number um anything like that that we need to to get corrected.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And we can definitely take care of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so right now you cannot do anything, you cannot, uh, email us anything.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, we just have to get that updated first um and then we can send that information over and what you can do is you can also in your email request copies of the invoice and so that way when we update it um then we can respond back with copies of those invoices.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, [PII], no problem. Is there anything else we can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's it thank you very much.
[AGENT][POSITIVE] OK, you're welcome thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.