AccountId: 011433970860
ContactId: dac48b22-381f-407a-bbcf-4d1077c5808c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119720 ms
Total Talk Time (AGENT): 47912 ms
Total Talk Time (CUSTOMER): 66901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/dac48b22-381f-407a-bbcf-4d1077c5808c_20250423T21:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] over on the care team. How's it going?
[AGENT][POSITIVE] It's going well. How about yourself?
[CUSTOMER][POSITIVE] Doing good, almost done.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, I've got um a group admin on the line um he's actually not an admin he's not listed as the contact he's he's with their um accounts payable so I'm not sure what we might be able to help him with, but he said that he was looking through and was unable to find their March invoice so I'm not quite sure how to help him with this.
[AGENT][NEUTRAL] What's that group number?
[CUSTOMER][NEUTRAL] It is 26696.
[AGENT][NEUTRAL] Did you catch his name? Oh, they're not signed up take up and I was hoping he was on the online service center.
[CUSTOMER][NEUTRAL] No, uh, his name is [PII], um, but yeah, he was able to verify everything.
[AGENT][NEUTRAL] Yeah, but we can't discuss anything with them without being on there.
[CUSTOMER][NEUTRAL] I didn't think so. I looked in the GRMAI screen and I see a couple that look like they haven't been paid, but again I'm not sure what, if anything, I can tell him.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 26696, yeah, no, he's gonna have to have either [PII] or um the uh agent and uh send us an email adding him as a contact name or they can set up the online service center with him on there but we can't, we can't talk to him unfortunately.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I didn't think so. I just wanted to make sure I appreciate it. I think if I'm.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Understanding this right, we they don't necessarily have to be a contact if they're just simply making a payment, is that right?
[AGENT][NEUTRAL] I mean I could take a payment all day. I just wouldn't be able to tell them anything about the invoice, you know, they would have to give me an amount and you know.
[CUSTOMER][POSITIVE] That's what I, OK, right, that's what I was thinking so that's when it's, I was confused. Alright, well I'll let him know I appreciate your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, no problem, hope you have a great night.
[CUSTOMER][POSITIVE] All right thanks you too bye.
[AGENT][NEUTRAL] Mhm. Bye.