AccountId: 011433970860
ContactId: b398948b-4872-47fd-be2a-d1f919bd85d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187279 ms
Total Talk Time (AGENT): 67785 ms
Total Talk Time (CUSTOMER): 100538 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/b398948b-4872-47fd-be2a-d1f919bd85d8_20250529T13:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling A. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. Good morning.
[AGENT][POSITIVE] Hey girl, good morning. How are you?
[CUSTOMER][POSITIVE] I'm all right. How are you today?
[AGENT][POSITIVE] I enjoy, I enjoy it.
[CUSTOMER][NEUTRAL] Good, well, I have a broker on the line with group number 19658.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Segal Institute for Clinical Research and this is [PII] on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The number he gave me as his callback [PII] is [PII].
[CUSTOMER][NEUTRAL] [PII] and he's he's calling in regards to a notice that he received.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Related to past due invoices and he said it's for 3 days, 425, 59 and 523.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'll be glad to help you. Thank you [PII]. Have a good day.
[CUSTOMER][POSITIVE] OK doke. Oh, well then, I appreciate it. You too, [PII]. So here comes [PII]. All right. Bye-bye.
[AGENT][POSITIVE] You're welcome
[AGENT][POSITIVE] All right thanks so much bye bye.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, this is [PII]. I work in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] Pretty good and yourself?
[AGENT][POSITIVE] I'm doing great, thank you so much for asking. I understand you're calling about the notice you've got on 3 invoices, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, so those are just past due, um, that's what we're sending that for.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so are you showing the dates past due for [PII], [PII], and [PII]?
[AGENT][NEUTRAL] Yes, [PII], I am.
[CUSTOMER][NEUTRAL] It amounts to $11103.31.
[AGENT][POSITIVE] Yes, sir, I am. That's correct.
[CUSTOMER][NEUTRAL] OK, did you send it you send this directly to the client?
[AGENT][NEGATIVE] Yes, they should have gotten a copy as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, when did you send it out to them?
[AGENT][NEUTRAL] Uh, the letter is dated [PII].
[AGENT][NEGATIVE] When it should have been sent out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] OK, now do you send out hard copies through the US mail or you just email them?
[AGENT][NEUTRAL] These we just email um for the um for the past due is just.
[CUSTOMER][NEUTRAL] And how about when you send them a bill.
[CUSTOMER][NEUTRAL] I guess twice a month.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you send them an email or do you send them US mail for the billing?
[AGENT][NEUTRAL] They should get an email and US mail for the invoices.
[CUSTOMER][POSITIVE] OK, OK, very good, I'll follow this up with my client.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], is that all I can help you with today?
[CUSTOMER][POSITIVE] Yes, you have a good day.
[AGENT][POSITIVE] OK, you too, [PII]. Thank you so much for calling A. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.