AccountId: 011433970860
ContactId: afe3c52e-330d-4ca4-b99f-dfb0e558f195
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186580 ms
Total Talk Time (AGENT): 60044 ms
Total Talk Time (CUSTOMER): 59607 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/afe3c52e-330d-4ca4-b99f-dfb0e558f195_20250113T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Uh, our group number is 18735.
[AGENT][POSITIVE] All right. Thank you, [PII]. How can I help today?
[CUSTOMER][NEUTRAL] Well, I'm a little so we just got our bill generated.
[CUSTOMER][NEUTRAL] And I need to know what plans y'all have us for us.
[CUSTOMER][NEUTRAL] Like the thresholds because I think.
[CUSTOMER][NEUTRAL] Manage passwords, that one is a delete.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Cancel uh this one.
[AGENT][NEUTRAL] All right, [PII], if I could just verify the group name, please?
[CUSTOMER][NEUTRAL] Home Comfort Enterprise.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, I'm gonna get somebody on the line in the billing department so they can go over this invoice with you and answer any concerns or questions you may have. Is there anything else before I get them on the line?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, thanks so much one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII]. This is [PII] in customer care. How are you this morning?
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][NEUTRAL] I'm doing OK hey I have an admin on the line with a group. Her name is [PII] and she has some questions on a bill and I'm wondering if you could possibly help her with please.
[CUSTOMER][POSITIVE] Yeah, absolutely. uh, what is the group number?
[AGENT][NEGATIVE] Um, oh, you know what? She just hung up.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It was, it was 18735.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And give her a call back.
[CUSTOMER][NEUTRAL] And see if she still needs help. Yeah, she's the group admin.
[CUSTOMER][NEUTRAL] Um, OK, yeah, I'll, I, I'll try and give her a call back and see if she needs help.
[AGENT][NEUTRAL] Yeah.
[AGENT][MIXED] All right, I appreciate it. Yeah, she sounded a little annoyed, so I don't know. Maybe she'll call back.
[CUSTOMER][NEUTRAL] Yeah, I'll look at her at their invoices and I'll give her a call back and see.
[AGENT][NEUTRAL] All right, thanks, [PII], uh-huh.
[CUSTOMER][POSITIVE] Thank you, ma'am. No problem. Have a good day.
[AGENT][NEUTRAL] Bye. You too, bye.