AccountId: 011433970860
ContactId: c4a88083-5eff-4d50-b5db-e56a014d5a00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103540 ms
Total Talk Time (AGENT): 44860 ms
Total Talk Time (CUSTOMER): 51477 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/c4a88083-5eff-4d50-b5db-e56a014d5a00_20250103T20:26_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], hi, this is [PII] with Sunrise Buick GMC group number 15906.
[CUSTOMER][NEUTRAL] And um I am reconciling our billing statements and it looks like we might have paid y'all twice on the November bill and I was wanting to see if.
[CUSTOMER][NEUTRAL] You're seeing a credit sitting out on our accounts.
[AGENT][NEUTRAL] OK, yeah, let me help you with that, and you said your name was [PII] 15906 is the group number?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, Ms. [PII], can you verify for me the address on file, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you, thank you, and hang tight one second. I'm also gonna have you verify the phone number on file if you can.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Um, I don't know that.
[AGENT][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEGATIVE] Unfortunately, Ms. [PII], I don't have you listed on the account, so I wouldn't be able to
[AGENT][NEUTRAL] Um, I wouldn't be able to give you any of that information.
[CUSTOMER][NEUTRAL] Give OK, no, um, that, uh, yeah, no, no, no, I understand that I will get uh get with our rep and um see if they can handle it.
[AGENT][POSITIVE] I'm so sorry.
[AGENT][POSITIVE] Absolutely if there's anything else we can do to help you, um, have that rep reach out to us and we'll do our best to take care of you all.
[CUSTOMER][POSITIVE] Sounds good thank you so much.
[AGENT][POSITIVE] My pleasure. Thank you.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.