AccountId: 011433970860
ContactId: c15d7e49-e230-4890-9e31-446bcd2a4d71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319010 ms
Total Talk Time (AGENT): 127607 ms
Total Talk Time (CUSTOMER): 112857 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/c15d7e49-e230-4890-9e31-446bcd2a4d71_20250109T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Um, this is [PII]. I have group number 25717 on the line.
[CUSTOMER][NEUTRAL] City of Harmony.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I have a Cra La Marlon. I don't see her listed, but she said that [PII] received an email.
[CUSTOMER][NEUTRAL] From us asking where the money, an explanation of where the money goes for paying an invoice.
[AGENT][NEUTRAL] Who's [PII]?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Uh, it looks like on [PII] they were trying to set up an OSC.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Using [PII]'s information.
[CUSTOMER][NEUTRAL] I don't know what's going on, but she said they received an email.
[CUSTOMER][NEGATIVE] And they're confused as to what it's asking.
[AGENT][NEUTRAL] Did they say who they received an email from?
[CUSTOMER][NEUTRAL] Well, I asked her who, you know, who sent it.
[CUSTOMER][NEUTRAL] And of course,
[CUSTOMER][NEGATIVE] The person that received the email is not there.
[CUSTOMER][NEUTRAL] So I don't know, I don't see any notes where an email was sent.
[AGENT][NEUTRAL] Um, you can send them to. City of Hominy already has an account that was logged in on [PII].
[CUSTOMER][NEUTRAL] Well, she's saying that they received an email they're trying to figure out what the what we're requesting in the email.
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I can just get back with her. I mean, I, I don't know is there any way to see if an email was sent or it would be in the notes, wouldn't it?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] We can see if.
[AGENT][NEUTRAL] There's a note on the bill that we have in house hang on.
[AGENT][NEUTRAL] Email group and copied agent for January backup.
[AGENT][NEUTRAL] Alright, [PII] sent them an email on the.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Asking for backup details.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Uh, there's another note on here somewhere.
[AGENT][NEUTRAL] Yeah, it looks like [PII] emailed him on the [PII].
[CUSTOMER][NEUTRAL] Would you believe she's gone?
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] No, no, no, no, the caller.
[AGENT][NEUTRAL] Oh, she hung up?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, well, if she calls back.
[AGENT][NEUTRAL] First of all, we'd only be able to talk to [PII], um, and then second of all, I mean the email states exactly what we're needing we're needing some kind of backup detail in order to process the payment that we received, um.
[CUSTOMER][NEGATIVE] Yeah, that's what she was saying she's saying that you know they're just trying to pay an invoice and they don't understand what we're needing and I, it, it, I kind of had to pull teeth just to get that much.
[AGENT][NEUTRAL] Well, apparently she didn't know what she's talking about anyway and doesn't do the invoices but um yeah, [PII] emailed them back on the [PII] but yeah she calls back I'll I'll shoot [PII] a IM and get her to reach out to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] And how do you, um, there's no way for us to know that there was an email sent, is there?
[AGENT][NEUTRAL] Uh, unless you, I mean you can look it up in on base by work flow and see that there's a sticky note on the invoice as far as what we have in house.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] I didn't know if there was a way to find out or not.
[CUSTOMER][NEUTRAL] Because I thought sometime I, I know a lot of times there's a note, you know, email sent or whatever.
[CUSTOMER][NEUTRAL] Or I thought there was.
[AGENT][NEUTRAL] Um, sometimes, um, sometimes there's notes put in EMPNT, but if.
[AGENT][NEUTRAL] As far as like billing goes, we, if we're contacting the group needing like a backup or something we just put it on a sticky note.
[CUSTOMER][NEUTRAL] Gotcha. OK. Well.
[AGENT][NEUTRAL] But yeah, that's all she was wanting was to know or all [PII]'s wanting to know is.
[AGENT][NEUTRAL] How to process the payment so I'll um I'll let [PII] know to reach out to [PII].
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK, perfect. Well, thank you. I appreciate your help. Thank you. Bye-bye.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Uh-huh.