AccountId: 011433970860
ContactId: c06a9c60-1514-4ec2-a3d1-4ff241c823f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137970 ms
Total Talk Time (AGENT): 76452 ms
Total Talk Time (CUSTOMER): 49550 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/c06a9c60-1514-4ec2-a3d1-4ff241c823f2_20250103T20:52_UTC.wav
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[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hi, who is this?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Oh hey [PII], sorry I can't hear anything for a second. Um, this is [PII] Resources. Um, can you look at this group with me real quick?
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's 24533.
[CUSTOMER][NEUTRAL] Zoa Group LLP.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Do you I thought it was just released from renewal hold today. Do you know how long it takes for the bills to show up online?
[AGENT][NEUTRAL] Uh, well, it depends on when the request is put in for it and how quickly Male can do it. So let's see where she's at. Let's see.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I knew it wouldn't be the same day with this brokers like asking him like it was released today. He's like, well, I can't still he goes, I don't have any invoices ready and I'm like, OK, it's already gonna take a little bit of time to process.
[AGENT][NEUTRAL] Yeah, so whenever she does put it in, it's not until the next business day that it would show up anyways, um, let's see.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Invoice request.
[AGENT][NEUTRAL] Why is there 2? Oh, that's a QA, OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] It looks like she's fairly up to date. She's only got 2, you said 24533. OK, [PII] has put in the request. Well it has not done it yet, but, um, let me look at this QA to see if maybe it answers that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Our time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I think that's just the testing. Never mind. I thought that was like questions and answers, but it's just, but the request has been put in. [PII] did put it in, and it hasn't been done yet, but I'm fairly certain that it's not until the next business day after it's been done.
[CUSTOMER][NEUTRAL] Oh, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm gonna time Monday or Tuesday should be available on Monday no later than Tuesday.
[AGENT][NEUTRAL] Yeah, it looks like
[AGENT][NEUTRAL] I would think cause it looks like [PII]'s still in there right now. She just did one, it says 13 and it's the only one that was done and it looks like she's still in there, so she's probably gonna get those done today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it have a good day.
[AGENT][POSITIVE] Yes, no problem.
[AGENT][POSITIVE] You too. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.