AccountId: 011433970860
ContactId: cee5050d-8e2c-4296-91e8-6fe0e0d65675
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307500 ms
Total Talk Time (AGENT): 86895 ms
Total Talk Time (CUSTOMER): 64911 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/cee5050d-8e2c-4296-91e8-6fe0e0d65675_20250613T15:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Hi, um, I'm calling from Obisu University and the person that handles this account is, uh, on medical leave, but all we just send invoice, please, if you can send it to me.
[AGENT][POSITIVE] OK, I'll be more than happy to email you a copy of the invoice. May I have your name and group number?
[CUSTOMER][NEUTRAL] I don't have the group number, but my name is Elsa Vega Obio University.
[AGENT][NEGATIVE] And can you say the name of the of the employer slowly? You sound really far away, so I, I keep missing it.
[CUSTOMER][NEUTRAL] Oh sorry. My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But um my, my company is Albizu, A L B I Z U University, Carlos Albizo University.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] You said A L B I Z U?
[CUSTOMER][POSITIVE] Correct, university.
[CUSTOMER][NEUTRAL] We have a Carlos in front of Oviso. We, we go by both names.
[AGENT][NEUTRAL] OK, what's the other name that you all go by?
[CUSTOMER][NEUTRAL] Carlos [PII]
[CUSTOMER][NEUTRAL] I'll be the University.
[AGENT][NEUTRAL] OK, yes, here it is. Hold on one moment.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Just bringing everything up here.
[AGENT][NEUTRAL] 485.
[AGENT][NEUTRAL] OK. Um, do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hello, I'm here.
[AGENT][NEUTRAL] Hi, thank you so much for holding. I apologize for that wait. Um, so I was hesitant. What I was looking at was [PII] is the only one listed for the group. So even if I could send the invoice, it would be to her email on file, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] We would definitely
[CUSTOMER][NEUTRAL] Oh God.
[AGENT][NEUTRAL] Yeah, cause that's, that's the only person that the group has identified to call and be able to handle the group. To avoid this moving forward, we would just need an email from um to the care team with all the correct uh people who can access the group, um.
[AGENT][NEGATIVE] Unfortunately, I'm not able to verify anything because everything is under [PII].
[CUSTOMER][NEUTRAL] OK, go ahead and send it to her and we'll try to reach out. She's on a lease, I don't know if she'll answer, but, uh, go ahead and send it to her.
[AGENT][NEUTRAL] And this is just for the June bill?
[CUSTOMER][NEUTRAL] Um, May and June.
[AGENT][NEUTRAL] Alright, well, I will send that to the email address that we have on file. Was there anything else I can help with [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.