AccountId: 011433970860
ContactId: aa128261-b2c5-4d8f-a302-be593cdb1561
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 571940 ms
Total Talk Time (AGENT): 228336 ms
Total Talk Time (CUSTOMER): 134562 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/aa128261-b2c5-4d8f-a302-be593cdb1561_20250514T12:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, good morning [PII]. I'm calling because I haven't received the invoice for this month, and if I'm not mistaken it should be due like some some time now so I was wondering if you, if I could get a a copy of the bill.
[AGENT][NEUTRAL] OK, so you're the group administrator and you're trying to get the a copy of this month's invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can try and help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] Uh my name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Um, I believe the
[AGENT][NEUTRAL] Thank you. And then, what is your callback number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the group number, please?
[CUSTOMER][NEUTRAL] 18196.
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments please to get the group's information pulled up and then I will have to verify several things with you for security, so just one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] OK, so if you could first please verify the name of the group and the group's address.
[CUSTOMER][NEUTRAL] So, what would be the name of the group?
[AGENT][NEUTRAL] Are you asking me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is your company's name?
[CUSTOMER][NEUTRAL] Oh, Point of America's 2.
[AGENT][NEUTRAL] And the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And how would we have your first name listed other than B?
[CUSTOMER][NEUTRAL] Uh, it's either [PII] or [PII]
[AGENT][NEUTRAL] OK, thank you and then your email or the email address please that we would have on file?
[CUSTOMER][NEUTRAL] Uh, book bookkeeper.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At [PII] uh spell out [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so you have not received the May invoice, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So give me just one moment.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's, uh, I'm sorry, it's too early in the morning. I didn't know the group name is the company name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm here thinking, oh my God, I don't know where I work.
[AGENT][NEUTRAL] I'm sorry, what did you say?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Uh, that's OK. And I'm, and it's even earlier for me than it is for you because I'm on Central time. So it's only 7:20 or 7:19.
[CUSTOMER][POSITIVE] 00, ouch. Oh, wow.
[AGENT][NEUTRAL] My time.
[AGENT][POSITIVE] Yeah, so I totally understand, no need to uh try to explain.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] OK, and do, do you have the last invoice number that you show that you all paid so I can just verify one thing.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Yes, it's 000.
[CUSTOMER][NEUTRAL] 638.
[CUSTOMER][NEUTRAL] 4714.
[AGENT][NEUTRAL] OK, OK. I just wanted to make sure that that was the one you have.
[AGENT][POSITIVE] And I can't get my fingers on the right keys on my keyboard, so I'm definitely gonna have to have more coffee. You, you forgot where you work and I, I can't type, so we're, we're a good pair today.
[AGENT][POSITIVE] We're a great pair today.
[CUSTOMER][POSITIVE] We'll make it, we'll make it.
[AGENT][POSITIVE] We will. Yes, we will. Yes, we will.
[CUSTOMER][NEUTRAL] Oh my god, no, no, no, I was like, oh wow, I forgot where I work isn't that great?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, that's funny.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so I'm gonna just email this to you if that's OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and it will go to the, the email that you and I verified and I am sending it um right now and actually it's gonna just it's gonna have my name on it. It should say Care, it should be from Care Team because you can't email me back directly.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I just accidentally sent that to you too quickly. Here we go with the set early in the morning thing without changing it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I tell you what, why don't we do this just for
[CUSTOMER][NEUTRAL] OK, give me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To be proper. If you can just disregard that one, I'm gonna email it to you like I should have to start with.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Just 1 2nd.
[AGENT][NEUTRAL] Cause I know, you know, we forget and then you would try to email me and that's not gonna, you know, you might try to email back to AM public at some time and I would not, yeah, receive that. It would not go to the proper location, so give me one more moment.
[CUSTOMER][NEUTRAL] It doesn't go, yeah.
[AGENT][NEUTRAL] And I'm gonna change the.
[AGENT][NEUTRAL] Wording just a little bit in the subject.
[AGENT][NEUTRAL] OK, Dee, let's try this again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you should now be getting an email that says from care team and it would say [PII] invoice.
[CUSTOMER][NEUTRAL] Let me see, give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I do have it. Perfect.
[AGENT][POSITIVE] OK, well, great.
[CUSTOMER][POSITIVE] APL may invoice perfect.
[AGENT][NEUTRAL] And it should be attached. Make sure that it's attached.
[CUSTOMER][POSITIVE] Yes, it is. Perfect. Thank you so much for your help.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. Is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, thank you so much for your help and enjoy the 2nd cup of coffee. We all need it.
[AGENT][POSITIVE] You've got that right. I certainly will.
[AGENT][POSITIVE] And I hope that you enjoy yours as well.
[CUSTOMER][POSITIVE] Thank you so much. You've been great. Have a good one. Bye-bye.
[AGENT][POSITIVE] OK, you're welcome. Well, yes, ma'am.