AccountId: 011433970860
ContactId: c6e381dc-9f82-404f-8ac3-68a95f5f0cc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166259 ms
Total Talk Time (AGENT): 65714 ms
Total Talk Time (CUSTOMER): 74286 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c6e381dc-9f82-404f-8ac3-68a95f5f0cc6_20250203T16:10_UTC.wav
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[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] and I need to speak to you about my account there. We have a group number, or do you want the invoice number?
[AGENT][NEUTRAL] OK, so you're calling with the group. May I have your group number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's 800 and then 56.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And [PII], what is a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Is [PII] available?
[CUSTOMER][NEUTRAL] No, she's not.
[AGENT][NEUTRAL] The reason I'm asking is because she's the only person listed as the contact for the group. Um, I can give you our care team email address for her to update the list and add you or anyone else that is going to be calling so that we can freely speak with you after we verify.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, she had done that before. She did it last time, actually 3 months ago, she did it, and I spoke to someone last month about for something else.
[AGENT][NEUTRAL] She sent an email?
[CUSTOMER][NEUTRAL] I don't know if she did, but she, I know she did.
[CUSTOMER][NEUTRAL] OK, but, um, is it we got we, OK.
[AGENT][NEUTRAL] I'm asking if
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Don't worry [PII], let me find out and I'll let her, I will let her know so she can send an email.
[AGENT][NEUTRAL] OK, did you need the care team email address?
[CUSTOMER][NEUTRAL] Give me the email address.
[AGENT][NEUTRAL] All right, so it's [PII].
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And are you calling to make a payment or you need to discuss the group information about the group?
[CUSTOMER][NEUTRAL] No, we just got a letter and I'm calling in regards to that letter so apparently you guys sent us a check and we don't have that check so I want to see if you can send us a replacement check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, so I'll go ahead and note.
[CUSTOMER][NEGATIVE] And part of the letter has been destroyed, so I couldn't see anything else. I couldn't read, but apparently there, you sent us $41.33 back in May.
[AGENT][NEUTRAL] OK. Well, we'll be more than happy to discuss that with you. We just need the group contact to be updated. Um, so once
[CUSTOMER][NEUTRAL] OK, I'll let her know. I'll let her know. I'll let her know and I'll tell [PII] to send her an email.
[AGENT][NEUTRAL] All [PII]. Was there anything else I could?
[AGENT][NEUTRAL] All right. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.