AccountId: 011433970860
ContactId: c650bb74-fe67-45bd-a9c4-ae9584ae2685
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212100 ms
Total Talk Time (AGENT): 61702 ms
Total Talk Time (CUSTOMER): 54756 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/c650bb74-fe67-45bd-a9c4-ae9584ae2685_20250508T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm giving you a call from the broker's office. Um, our mutual client Barnett's towing their, um, account number is [PII].
[CUSTOMER][NEUTRAL] They're stating that they have not received an invoice since the beginning of the year.
[AGENT][NEUTRAL] OK. Um, let me see.
[AGENT][NEUTRAL] And that group number 14091. Is that correct?
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][POSITIVE] And could I get your name again? I'm sorry about that.
[CUSTOMER][NEUTRAL] Uh sure. It's [PII]
[AGENT][NEUTRAL] And do you have a a good email address, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK and just a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, um, I'm gonna need to get you over to our billing department. Um, I'll give them this information that you gave me, um, and then they can look and see what's going on with the invoice.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] OK, hold on one moment. Thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a broker's office on the line. Um, she is calling to inquire about a group and why they haven't received a bill since the first of the year.
[CUSTOMER][NEUTRAL] OK, what's that group number?
[AGENT][NEUTRAL] number is 14091 Barnett's Towing.
[CUSTOMER][NEUTRAL] And what was the name of the person you're talking to?
[AGENT][NEUTRAL] It's [PII] and she's with the BX all uh broker.
[AGENT][NEUTRAL] Office.
[CUSTOMER][NEUTRAL] All right, let's see
[CUSTOMER][NEUTRAL] Sorry, I'm just trying to get this put in here and did you get a callback number by chance?
[AGENT][NEUTRAL] I did. It's [PII].
[CUSTOMER][POSITIVE] Awesome. OK, I'm ready for him whenever you are.
[AGENT][NEUTRAL] OK, I'll introduce you and then I'll release it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], [PII], I've got [PII] on the line. She's gonna assist you with looking into that invoice.
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][POSITIVE] Thank you.