AccountId: 011433970860
ContactId: 9f9cef53-7787-4b8a-bbe5-0990ddd04245
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369549 ms
Total Talk Time (AGENT): 184395 ms
Total Talk Time (CUSTOMER): 119714 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9f9cef53-7787-4b8a-bbe5-0990ddd04245_20250625T20:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] with the city of San Saba group number.
[CUSTOMER][NEUTRAL] [PII]0
[AGENT][NEUTRAL] And I'm so sorry, but I could not understand when you first, when I first answered the phone, what you said your name was.
[CUSTOMER][NEUTRAL] [PII] Y.
[AGENT][NEUTRAL] And the first name one more time?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thank you and while I'm pulling up the group's information, how can I help you today?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm trying to get a um
[CUSTOMER][NEUTRAL] Copy of the actual invoice invoice number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And your
[CUSTOMER][NEGATIVE] Says it's unavailable.
[CUSTOMER][POSITIVE] Yes ma'am, I'm available.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so yes ma'am, I can try and help you with an invoice number. What I'll need to do first is to verify the group's information with you, [PII], for security. So if you could please verify the group name and the address.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] City of [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then your email address that's on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the phone number that we show for the group is the same as the one you gave me, so that is the primary number that we should have, is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK thank you alright so yes ma'am they are currently aware of you not being our IT department is aware that you are not able to download the um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The invoices so I can email that to you if you'll give me just a moment. Are you which invoice are you needing? June or July?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It's the [PII].
[AGENT][NEUTRAL] OK, all right. So give me just a moment please, to get that pulled up.
[AGENT][NEUTRAL] OK, [PII], so I have just emailed that to you. The email that you should be receiving will be coming from [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I did put in the um subject line APL so that that should be easy to recognize.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And the um.
[CUSTOMER][POSITIVE] OK, I appreciate it. Yes, ma'am. Let me look real quick.
[AGENT][NEUTRAL] I just wanna make sure you do receive it.
[AGENT][NEUTRAL] OK. And it may take just, it may take a second for it to come through.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Y'all warm up there.
[AGENT][NEUTRAL] Yeah, we're down, I'm in [PII] and it is, yes, it's, it's summer here.
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] It's warm in [PII].
[AGENT][POSITIVE] I feel sorry, yeah, I feel sorry for the people up north that aren't used to what we're used to all the time. Of course, uh, you know, I talked to a lady earlier and um she was in the [PII], and she was talking about how hot it is, and she said, you know, we're just not used to heat like this. And I said, yes, well, it would be.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, for us in [PII], it would be like having a subzero temperature for an extended period of time. We're not geared for all of that. We don't know how to deal with the extreme cold, you know, so I get that people don't know how to deal with this extreme heat, but it's a normal for us.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, it is. That's where one lady is so sweet cause I think she's gone from [PII] and she had to drive all the way back home to [PII] and she said,
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I can't stand. They just, you know, couldn't I'm going, oh my gosh, you know, of course they don't have air conditioners like us.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I mean, I, I can't mm.
[AGENT][NEUTRAL] Exactly. I cannot imagine being in that close of a proximity like [PII] with, you know, all the buildings and no airflow and it be as hot as it is here. I really can't, I feel sorry for them. I really do.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, I ain't that the truth. She said she was on the 3rd floor and she said, oh my gosh, I don't know if I'm gonna make it.
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] Wow. And heat rises, so that's not a, that's not a good thing either.
[CUSTOMER][POSITIVE] Yes ma'am, I did get it. I sure appreciate it.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. So is there anything else, [PII] that I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am. I appreciate your help. You have a good day.
[AGENT][POSITIVE] Well, you are, I hope you have a great day too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye. Mhm. Bye-bye.