AccountId: 011433970860
ContactId: cce397f8-129e-4f13-802d-94585513fae0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197740 ms
Total Talk Time (AGENT): 71649 ms
Total Talk Time (CUSTOMER): 67455 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/cce397f8-129e-4f13-802d-94585513fae0_20250502T19:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for speaking. May I help you?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] from A accounting at Cruise Planners. I'm calling because we received an invoice this month, but there's one person on this invoice that should not be there, so she needs to be removed and so then the invoice would be a different amount.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is that group number, please?
[CUSTOMER][NEUTRAL] Group number 15821.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, the same number that I'm calling you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], yeah, [PII]. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you and verify the name of the group, the mailing address and email address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, CP franchising.
[CUSTOMER][NEUTRAL] Wait, what else did you ask for?
[AGENT][NEUTRAL] Uh, the mailing address and the email address, please.
[CUSTOMER][NEUTRAL] OK. [PII]. Email [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you said that you received the invoice but a person should not be on there?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, see.
[AGENT][NEUTRAL] Uh, which invoices is it for? Is it for May or April?
[CUSTOMER][NEUTRAL] Um, the
[CUSTOMER][NEUTRAL] Sorry, so for me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Uh, you can either remove that person, uh, from the online service center or you can send an email to our [PII], uh, requesting the person be taken off.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Of the policy or the group.
[CUSTOMER][NEUTRAL] OK. Uh, I tried.
[CUSTOMER][NEUTRAL] I tried doing online but I'm not really sure how to so um what's the email again that I should send the email to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, sounds good. All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Sorry, just breaking stuff over here. Thank you for calling APO, Miss [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Yeah, make sure
[CUSTOMER][POSITIVE] All right. Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.