AccountId: 011433970860
ContactId: b10af6dc-546f-4393-bbf2-a4cfe5b3a8d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459440 ms
Total Talk Time (AGENT): 266798 ms
Total Talk Time (CUSTOMER): 139470 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b10af6dc-546f-4393-bbf2-a4cfe5b3a8d3_20250224T19:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone and she is with group 2608 um Daa.
[AGENT][NEUTRAL] You got who?
[CUSTOMER][NEUTRAL] It's what she said [PII]?
[CUSTOMER][NEUTRAL] He's not the contact person. [PII], who is the contact person, is no longer with the group.
[CUSTOMER][NEUTRAL] for two reasons. One, she received email stating that they had outstanding invoices, and 2, she wants help with changing that contact person.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group number is 26,080.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] And she was able to verify the address.
[AGENT][NEUTRAL] OK, what's a good callback number on it?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said it's [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I can help her with that. Come on.
[CUSTOMER][POSITIVE] OK thank you [PII].
[AGENT][POSITIVE] You're welcome. Thank you, [PII]. You have a good day.
[CUSTOMER][POSITIVE] You're welcome, you too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Good afternoon, [PII]. This is [PII] in group billing. Um, [PII] said that you had questions on, um, about outstanding invoices.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And um a good callback number for you is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. I can help you with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling on coastal ready mix.
[CUSTOMER][POSITIVE] Well, there's actually um I did, yes ma'am.
[AGENT][NEUTRAL] Three of them.
[AGENT][NEUTRAL] I, I, I, I, I understand. Um, I have those, and I am working on those. Then you, and you said you want, and [PII] is no longer there?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII], is there
[CUSTOMER][NEUTRAL] I kind of got through into it. I was hired for a different position in December. I started on [PII] and then um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] She got fired in January and so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, I'm, I'm new to all this and so.
[AGENT][POSITIVE] That's quite all right. Um.
[AGENT][NEUTRAL] Actually, I was working on this and um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was going to make the call as soon as I got this researched for you to let y'all know what was what um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You can give me a call back if you need to. I'm, I'm here all week. She just, uh, [PII] had emailed them to me and said that she thought she had paid everything and so I was just kind of going back and seeing what was what.
[AGENT][NEUTRAL] In you
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well there is, but there's some um there's money owed on some policies I just need to know, um, that's what I'm looking at is to see who come off the invoices and so forth and I see that [PII] and and there were two others on there and when they come off and so forth so I've got to balance that and I'll look at that and I know there was some credits on some of it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we, we got to get that taken care of and uh and like I said I know there's 3 different groups and, and so forth and are you gonna be the one that's gonna be the contact person since she's left or is it going to be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, for a while I'm assuming I don't they were supposed to be hiring someone for her position but I don't know how that's going right now so for for now it's me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, then. And how do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Why
[AGENT][NEUTRAL] OK, well, I was close. I had I.
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK [PII], um, so we're gonna have to get the contact person changed as well, is that what you're saying?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so what you can, I mean if you can send us an email to the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let them know that I mean just put on there that [PII] is no longer there that you will be the contact person as of right now.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And um,
[AGENT][POSITIVE] Then I can help you get online and so forth once I get everything else straight with this and see what I have and what I need.
[AGENT][NEUTRAL] Um, so we can get this group straight. I've been trying to get this straight, but it just.
[AGENT][NEGATIVE] It hadn't been working, so.
[AGENT][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Yeah, I, I understand that.
[AGENT][POSITIVE] And don't get, don't get me wrong. I like, I mean, I enjoy talking to her.
[CUSTOMER][NEUTRAL] I get it. So I will, uh, what's the.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And everything and she was a super sweet person.
[AGENT][NEUTRAL] But I, I, I think.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm, yeah, it's, it's been an eye opener, that's for sure.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Um, what, what's the email for the.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You said the team
[AGENT][POSITIVE] I can help you with that. Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And make sure that we have your email address, your, um, and put all three on there, all three groups, the group numbers on there, um, so that we can get, get it changed on all the, all of them and like I said I can get you uh once that's all changed and make sure that we have the correct phone number to you, um, so that we can just.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Once we get all of that updated then I can get you on our online service center and you would be able to go on the invoices and check the invoices and look at the paid invoices, the ones that hadn't been paid and so forth, and we'll get you there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I'll get it sent over and then um you just can give me a call back whenever you get it all together.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] It it may not be today though.
[CUSTOMER][NEUTRAL] That's fine, that's fine.
[AGENT][NEUTRAL] OK. All right, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.