AccountId: 011433970860
ContactId: ce314863-4648-41fa-9486-f98ae98923e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233270 ms
Total Talk Time (AGENT): 70927 ms
Total Talk Time (CUSTOMER): 76461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/ce314863-4648-41fa-9486-f98ae98923e3_20241230T20:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I got a uh a uh a uh an invoice someone said we owe, and uh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I wasn't sure what it's even for.
[AGENT][NEUTRAL] OK, do you have the group number?
[CUSTOMER][NEUTRAL] Now I have the uh a uh maybe uh 26315. Does that sound right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, may I have your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] It's a [PII].
[AGENT][NEUTRAL] OK, um
[AGENT][NEUTRAL] OK. And bear with me just a second.
[CUSTOMER][NEUTRAL] I have the invoice number.
[AGENT][NEUTRAL] Bear with me just a second. I don't see your name here. One moment.
[AGENT][NEUTRAL] OK, let me have the invoice number.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 06373723
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, I don't see your name. Um, where are you calling from? Like, um, are you in A in HR or?
[CUSTOMER][NEUTRAL] Yeah I'm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I'm the CFO.
[CUSTOMER][NEUTRAL] OK, I am the CFO of the company.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Do you have that invoice?
[AGENT][NEUTRAL] I do have the invoice, but I, I don't see your name and I'm not able to release any information unless I have um the right person on the line, um.
[CUSTOMER][NEUTRAL] Well, well, I'm just trying to understand what the bill's for even.
[AGENT][NEUTRAL] Mhm. Yeah, is Miss [PII] available so she can give me permission?
[CUSTOMER][NEUTRAL] Yeah, who?
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, what's her first name?
[AGENT][POSITIVE] Great yeah.
[AGENT][NEUTRAL] With you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, uh, hold on, let me see if she's here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, she's not here. Uh, can you send the bill to her?
[AGENT][NEUTRAL] Um, it should be going to her email. She should have received a copy.
[CUSTOMER][NEGATIVE] No, well, she didn't, so I mean, uh, yeah, I'm trying to get you paid. If you're gonna be difficult. I'm not gonna pay you. I mean, I'm, I'm, I'm trying to get you paid here.
[CUSTOMER][NEGATIVE] I don't even know what your company does for us.
[AGENT][NEUTRAL] I understand. It's an insurance company, um, I just cannot go over a lot of things because I don't have.
[AGENT][NEUTRAL] Authorization, um.
[CUSTOMER][NEUTRAL] Well, send, send, send the invoice to [PII].
[AGENT][NEUTRAL] OK, I'll go ahead and make a request for another invoice to go out to the email on file.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. You're welcome.