AccountId: 011433970860
ContactId: ada4c86f-0e58-4466-810a-0c97d33481eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354309 ms
Total Talk Time (AGENT): 139788 ms
Total Talk Time (CUSTOMER): 195414 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ada4c86f-0e58-4466-810a-0c97d33481eb_20250624T13:24_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] Uh, [PII], um, I talked to [PII] and I had her send me the Excel and I thought was the the PDF file, but she sent me the, the correct Excel for June I need June, uh, but she didn't send me the correct, uh, PDF. She sent me July and I need June for gettings ISD.
[AGENT][NEUTRAL] OK, so you're needing the invoice for June, is that correct?
[CUSTOMER][NEUTRAL] Yes, PDF for Giddings June.
[AGENT][NEUTRAL] OK, and um I can try and help you with this, and who am I speaking with, please?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] This is [PII] with Combined Benefits Group.
[CUSTOMER][NEUTRAL] 20% of total.
[CUSTOMER][NEUTRAL] So I'd say.
[AGENT][NEUTRAL] And [PII], what is your last name?
[CUSTOMER][NEUTRAL] Uh [PII], [PII]
[AGENT][NEUTRAL] Thank you. And your callback number please, [PII]?
[CUSTOMER][NEUTRAL] It is um [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, thank you. And then what is the group number?
[CUSTOMER][NEUTRAL] Uh, the group number for Giddings is 18,460.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get that group's information pulled up, uh [PII], and I will have to verify several things with you first for security, so just a moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That American strength, American resolve.
[CUSTOMER][POSITIVE] Ultimately going to lead to more peace in the Middle East.
[CUSTOMER][NEGATIVE] We're not going to see.
[CUSTOMER][NEUTRAL] of
[AGENT][NEUTRAL] OK, [PII], so if you could verify the group's address and then your email please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then again your email.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] that's [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and so you're needing the June invoice, correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] June Giddings, yes, she sent me [PII], I, I, I made sure that she sent me the June, but I should have looked at it before I let her go. She sent me July, but she sent the she sent the correct Excel for June gettings just not the PDF.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And I will be needing July but right now I need June.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, so let's see here.
[CUSTOMER][NEUTRAL] s
[AGENT][NEUTRAL] I think this will come to you in a PDF, but let me
[CUSTOMER][NEUTRAL] It should we always get it in, yeah, we always get it in PDF.
[AGENT][NEUTRAL] Let me just
[AGENT][NEUTRAL] Yeah, I think that's
[CUSTOMER][NEUTRAL] And on a monthly basis.
[AGENT][NEUTRAL] But while we're on this, yeah, well, yeah, see, and I would have the ability to send it to you in Excel. I can only, so give me just a second to get it pulled up first off.
[CUSTOMER][NEUTRAL] And the Excel.
[CUSTOMER][NEUTRAL] because of
[CUSTOMER][NEUTRAL] No, I don't, I don't need, I don't need Excel from you right now. I just need PDF, yeah, but Excel.
[AGENT][NEUTRAL] Right, right, yes. Correct. That's what I'm saying. I wouldn't.
[CUSTOMER][NEUTRAL] Excel you can you can print it because I've gotten it from you guys.
[AGENT][NEUTRAL] Yeah, and they may be able to do it. [PII]'s in a different division than I am, so she has a little different, but I can send you, and that, and so if you'll give me a moment to get that pulled up, then I'm gonna, so you can verify to make sure.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] Yeah, I'll wait.
[CUSTOMER][NEUTRAL] I'm, I'm not gonna, I, yeah, I won't let you go until I look at it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] My favorite
[CUSTOMER][NEUTRAL] Energy
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] From now on.
[CUSTOMER][NEUTRAL] And bringing
[CUSTOMER][NEUTRAL] The other
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Notification
[CUSTOMER][NEUTRAL] What the Trump administration.
[AGENT][NEUTRAL] OK, so let's see if this is what you're needing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May take just a second for it to come through.
[CUSTOMER][NEUTRAL] Sure, just tell me when to look.
[AGENT][NEUTRAL] I have just, I have just sent it and it should be coming from [PII] [PII].
[CUSTOMER][NEUTRAL] OK, I think I, I see it here. Let yeah let me open it up here. Let's see.
[AGENT][NEUTRAL] Yeah, just make sure that's what you're needing.
[CUSTOMER][NEUTRAL] I gotta make, make sure it's June. OK, [PII], OK, forgettings, yes, that is it [PII]. OK, thank you, thank you [PII].
[AGENT][NEUTRAL] Mm, sure.
[AGENT][POSITIVE] OK. All right. Well, you, you are certainly so welcome. Is there anything else, [PII], that I can help you with at the moment?
[CUSTOMER][NEUTRAL] Uh, I've already sent a request yesterday to you guys for a whole bunch for July, so.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] You'll be, you'll be seeing it I'm sure.
[AGENT][NEUTRAL] Uh, yes, ma'am. I'm sure we will be. But is there anything else that I could help you with for the moment?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Uh, no, that's it, [PII], thank you so much, thank you.
[AGENT][POSITIVE] All right, well, you're very welcome and thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK, bye-bye.