AccountId: 011433970860
ContactId: a2b4bfa2-15ec-4290-80ba-dbf4139ce2f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204639 ms
Total Talk Time (AGENT): 64616 ms
Total Talk Time (CUSTOMER): 81196 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/a2b4bfa2-15ec-4290-80ba-dbf4139ce2f8_20250529T16:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling you from group number 16,460.
[AGENT][POSITIVE] Thank you. Give me one moment, Ms. [PII].
[AGENT][NEUTRAL] And how may I assist you today?
[CUSTOMER][NEUTRAL] We received in the mail from you guys a refund check and there is a letter attached to it showing the names and the amounts but.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It doesn't add up to the check amount.
[CUSTOMER][NEUTRAL] It's less than the check amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh Ms. [PII], please verify the group name.
[CUSTOMER][NEUTRAL] Uh, David Posnak Jewish Community Center.
[AGENT][NEUTRAL] OK, and the group mailing address and your email address for me please.
[CUSTOMER][NEUTRAL] [PII] and what else? My email?
[AGENT][NEUTRAL] Uh, your email, yes, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][POSITIVE] Awesome and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome thank you ma'am and give me one moment I'll uh transfer you to a representative to be able to assist you OK? Oh, and before I do, do you have that check number and check amount?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][POSITIVE] I'm ready. Yes, ma'am.
[CUSTOMER][NEUTRAL] Check number 02045598.
[CUSTOMER][NEUTRAL] And the amount is $923.27.
[AGENT][POSITIVE] OK, thank you so much and.
[AGENT][NEUTRAL] OK, give me one moment I'm transfer you to that department.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], um, it's [PII] and the care team. I have a group admin on the phone calling about a, a check that they received.
[CUSTOMER][NEUTRAL] OK, give me one second.
[CUSTOMER][NEUTRAL] Alright, what's the group number?
[AGENT][NEUTRAL] 16,460.
[CUSTOMER][NEUTRAL] Alright, and who do we have on the line?
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I verify their information.
[CUSTOMER][NEUTRAL] OK, and the callback number is the one that's on the screen?
[AGENT][NEUTRAL] Yes, and her extension is [PII].
[CUSTOMER][NEUTRAL] OK, alright, you can go ahead and send her over.
[AGENT][POSITIVE] OK, thank you, ma'am. Have a great one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye.