AccountId: 011433970860
ContactId: d2486cab-2492-4955-b194-743021c168f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206639 ms
Total Talk Time (AGENT): 96916 ms
Total Talk Time (CUSTOMER): 74370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/d2486cab-2492-4955-b194-743021c168f0_20250226T15:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from the town of Ackerman. I think I call y'all every month because I can't get in to print my bill.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Oh, man. That's OK, Miss [PII]. We don't mind helping you.
[CUSTOMER][NEUTRAL] If you if you wanna just email it to me.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] It doesn't matter. uh, tell me what you need on on my billing stuff.
[AGENT][NEUTRAL] OK, so what I'm gonna.
[CUSTOMER][NEUTRAL] It's for the town of
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead, go ahead.
[AGENT][NEUTRAL] What is your um group number, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm looking on here at 3031.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify the physical address?
[AGENT][NEUTRAL] Of your group
[CUSTOMER][NEUTRAL] Um, it's got [PII] or hold on, OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, that's the one that we have um what I'm what I'm going to do is go ahead and transfer you now on over to group billing so that they can help you with your invoices and um if you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] After I mashed the button, I thought, oh, I think I should have done the next.
[AGENT][NEUTRAL] Well sometimes if their phones are busy it rolls over to us, which is fine because we'll get you where where you need to go but um and then let them know that you're um maybe to start uh emailing your invoices to you so that you can get them or maybe they can help you with on service center so that you can get your invoices um because that's important for you.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. It's gonna be while I transfer you on over.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] I know agent staff. Goodbye.
[AGENT][NEUTRAL] Well, guess what, Miss [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] They are all in a meeting right now.
[AGENT][NEUTRAL] They're all in our quarterly meeting, so I'm going to send an email and I'm gonna make sure that somebody calls you back, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that'll be fine. I have a, I have, do you know about how long the meetings like? I have court at [PII] today, so.
[AGENT][NEUTRAL] Oh, it'll be, it's um the meeting should be over in about an hour and a half.
[CUSTOMER][POSITIVE] Yeah thank you
[CUSTOMER][NEUTRAL] OK, that's fine. I'll still be sitting here at the desk.
[AGENT][NEUTRAL] It's up to you if you.
[AGENT][NEUTRAL] Yes ma'am and it's up to you if you wanna try back or.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Send them an email and ask them to call you back.
[CUSTOMER][NEUTRAL] OK, after I come back from lunch before our court doesn't start till oh it starts at [PII], no, our court's at [PII]. If you haven't, if I hadn't heard from anybody when I get back from lunch, I'll call back, but put in for them to call me.
[CUSTOMER][NEGATIVE] I think I lost her.
[CUSTOMER][NEUTRAL] She's