AccountId: 011433970860
ContactId: d9fb186f-c067-4914-8ecc-93af7d72d9a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121769 ms
Total Talk Time (AGENT): 49049 ms
Total Talk Time (CUSTOMER): 38120 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/d9fb186f-c067-4914-8ecc-93af7d72d9a1_20250428T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] on the care team. I've got a group on the line that wants to, um, talk about their past due invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got a Kaylais and the group number is 23108.
[AGENT][NEUTRAL] 08.
[AGENT][NEUTRAL] Alright, bear with me real quick.
[AGENT][NEUTRAL] Alright. SNS Construction.
[CUSTOMER][NEUTRAL] Yes, that's correct. I verified the group address. I've got her callback number if you need that.
[AGENT][NEUTRAL] OK. And who is she?
[CUSTOMER][NEUTRAL] She's [PII]. I'm gonna assume she's probably the daughter.
[CUSTOMER][NEUTRAL] I didn't ask who who she was.
[CUSTOMER][NEUTRAL] The last name was [PII], so I think she's must be related.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, well, we can't give her any information because she's not listed as a contact.
[CUSTOMER][NEUTRAL] OK, um, I can get her back on the line and tell her then to.
[CUSTOMER][NEUTRAL] Have her I guess [PII] or [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, let me look at the notes real quick.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] get the online service center.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And they don't have an online service in their account, so yeah, we can't see [PII] or [PII] would have to be the one that calls in um and they can call in and give us verification over the phone.
[AGENT][NEUTRAL] Um, to let us know that we can speak to [PII], but yeah, we can't give [PII] any information.
[CUSTOMER][POSITIVE] OK, I'll let her know thank you so much.
[AGENT][POSITIVE] You're welcome.