AccountId: 011433970860
ContactId: af5443b0-7923-493b-986a-24e1e2f592f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202460 ms
Total Talk Time (AGENT): 83366 ms
Total Talk Time (CUSTOMER): 87096 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/af5443b0-7923-493b-986a-24e1e2f592f9_20250623T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is. Can I help you?
[CUSTOMER][NEUTRAL] Hello this is [PII] from All American Cents and Glass. It's also the Levinson Group or a Levinson built. I'm just wondering, I got an email saying that the bill is the invoice is ready, um.
[CUSTOMER][NEGATIVE] Why can't I download it anymore?
[AGENT][NEUTRAL] We um launched a new
[CUSTOMER][NEUTRAL] Or maybe I'm just missing the spot, I don't know.
[AGENT][NEUTRAL] We launched a new online service center um and that particular part of the online service center is not available but we can email you a copy of the invoice.
[CUSTOMER][NEUTRAL] Uh, is it never gonna be available again?
[AGENT][NEGATIVE] No, it's just they haven't, um, they, they haven't pushed that, yeah, it's just not working right now. They haven't pushed it back out.
[CUSTOMER][NEUTRAL] Or is it just not working right now?
[CUSTOMER][NEUTRAL] Uh. Mhm. OK, will you please send it to me?
[AGENT][NEUTRAL] Yeah, what's your group number?
[CUSTOMER][NEUTRAL] Sure, do you want the invoice number?
[AGENT][NEUTRAL] Either one.
[CUSTOMER][NEUTRAL] OK, the invoice number is 6393525.
[AGENT][POSITIVE] Thank you. Let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] I thought I was losing my mind for a minute there.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] Oh Jesus, hold on. I haven't been here that long and I don't remember it off the top of my head.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hold on. It's um it's [PII].
[AGENT][POSITIVE] Perfect. Thank you. And, um, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, perfect. Can you verify your um email address?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Perfect thank you and what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. Alrighty, [PII], so we are needing the June invoice?
[CUSTOMER][NEUTRAL] Yeah, uh, it says June, but we pay it July. I don't know if you guys if it runs behind, so it's just, yeah, it's from today's that number I gave you that invoice number.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Or the the bill date or whatever the due date is uh [PII].
[AGENT][POSITIVE] Yes ma'am. Let me get it pulled up and put in the email real quick.
[CUSTOMER][POSITIVE] Appreciate it. What's your name?
[AGENT][NEUTRAL] Yeah, yeah. Try.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. Oh, you're very efficient, [PII]. I appreciate you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Is that and.
[AGENT][NEUTRAL] Alright, let's put this in here.
[AGENT][POSITIVE] All righty. I just emailed it to you. Um, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh no, OK, thank you. I'm sure I'll get it in a few minutes.
[AGENT][POSITIVE] All right, no problem. Thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Have a great day. Thank you.
[CUSTOMER][NEUTRAL] You as well bye bye.