AccountId: 011433970860
ContactId: b22fc277-e49b-406f-8c88-baebe3e6a2ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269480 ms
Total Talk Time (AGENT): 37238 ms
Total Talk Time (CUSTOMER): 62607 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/b22fc277-e49b-406f-8c88-baebe3e6a2ee_20250417T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII]. I'm calling from Hamman and Associates. But the email is for group number is 25929, group number 25929. My name is [PII]. I want the owners of the company, OK?
[CUSTOMER][NEUTRAL] I got an email this morning about a payment you received. I want to explain exactly what they want us to do with the difference. Yeah, you probably have, you know privy to the email that I sent to this morning.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK, that you received a.
[CUSTOMER][NEUTRAL] Email from your, from [PII]. So they got two payments totaling X amount and they say that the difference is, I don't know, I don't know what I think, I think it'll be on the file.
[CUSTOMER][NEUTRAL] Uh, group number is 25929.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] OK. Do you mind if I put you on a brief hold, [PII]?
[CUSTOMER][NEUTRAL] That's OK. I'm fine. I'll hold on.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, thank you for holding.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you called a part of the care team, so is it OK if I take down your number and have someone from the billing department call you?
[CUSTOMER][NEUTRAL] Did you say call, what you said earlier, I call, I call what? I know what to say. What did you say first?
[AGENT][NEUTRAL] Can I have someone
[CUSTOMER][NEUTRAL] So that's calling to a.
[CUSTOMER][NEUTRAL] Yes, could I have him call me please? The number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And I will have someone from the billing department call you back.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] OK. Um, I'll, yes, I'll let them know right now.
[CUSTOMER][POSITIVE] OK, thank you. Bye.
[CUSTOMER][POSITIVE] OK, thank you, bye.
[AGENT][POSITIVE] OK, thank you for calling