AccountId: 011433970860
ContactId: b776961a-2d8e-4f95-858e-8cc25f3ea528
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220070 ms
Total Talk Time (AGENT): 97683 ms
Total Talk Time (CUSTOMER): 54168 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b776961a-2d8e-4f95-858e-8cc25f3ea528_20250224T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] calling from SLer Construction.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] And we got some emails saying that we had some past due bills.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just had a question about those.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, Ms. [PII], can you please give me your group number?
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] It is 26,080 for one of them. There's 4 different ones.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look up the first one.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please um verify the physical address of this group?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, and uh let me look and see.
[AGENT][NEUTRAL] Um, I'm not showing that you're the group contact person for this group.
[CUSTOMER][NEUTRAL] Um, no, ma'am, it used to be [PII], but she no longer works here.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna go ahead and transfer you on over to group billing so they can assist you um with the invoices and um.
[AGENT][NEUTRAL] Helping get that contact changed, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alright, thank you so much it's gonna be a brief hold thanks for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone and she is with group 2608 um [PII].
[CUSTOMER][NEUTRAL] You got who?
[AGENT][NEUTRAL] It's what she said [PII]?
[AGENT][NEUTRAL] It's not the contact person. [PII], who is the contact person is no longer with the group.
[AGENT][NEUTRAL] She's calling for two reasons. One, she received email stating that they had outstanding invoices, and 2, she wants help with changing that contact person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group number is 26,080.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] And she was able to verify the address.
[CUSTOMER][NEUTRAL] OK, what's a good callback number on it?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you said it's [PII]?
[AGENT][NEUTRAL] Then yeah.
[CUSTOMER][NEUTRAL] OK, I can help her with that. Come on.
[AGENT][POSITIVE] OK thank you bye Male.
[CUSTOMER][POSITIVE] You're welcome. Thank you, [PII]. You have a good day.
[AGENT][POSITIVE] You're welcome, you too.
[CUSTOMER][POSITIVE] Thank you.