AccountId: 011433970860
ContactId: af5c2f10-9452-4490-b57c-a504389a48b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185770 ms
Total Talk Time (AGENT): 73612 ms
Total Talk Time (CUSTOMER): 68141 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/af5c2f10-9452-4490-b57c-a504389a48b6_20250502T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I just wanted to talk to somebody about our May invoice from you guys. We had a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, what, what do you need from me invoice number, group number?
[AGENT][POSITIVE] Sure, yeah, we could definitely take a look at that invoice. Um, what was your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and are you the admin for the group [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Um, yes, uh, let me see what you have on file, [PII].
[AGENT][NEUTRAL] OK thank you and then do you have that group number?
[CUSTOMER][NEUTRAL] Yes, it is 23501.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This was SPS services.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Got it OK and I do see you as our contact um [PII], if you would just really quick, uh, can you verify the address for the business please?
[CUSTOMER][NEUTRAL] Yes, um, it's [PII], and that is [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. Alright, if you give me one moment, [PII], I'm just gonna put you on a brief hold and to get you with our billing department and they'll be able to help you out with this.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][MIXED] I'm OK, a little sick, but I'm fine.
[AGENT][NEGATIVE] Oh, gosh, I'm sorry. Oh, I hope it passes soon. Uh, this time of year is awful, but that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well I've got a group admin on the line uh she said she just had questions regarding her May invoice.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, what's the, um, group admin's name and the group number?
[AGENT][NEUTRAL] Yeah, so we're speaking with [PII] and we do have her as a contact. uh, that group number is 23501.
[CUSTOMER][NEUTRAL] OK, SPS services.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, and do you know um what questions she had or no?
[AGENT][NEUTRAL] I don't. She asked to speak with somebody in billing regarding her main invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no that's fine you can go ahead and send her over.
[AGENT][POSITIVE] All right thank you I hope you feel better soon.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] I