AccountId: 011433970860
ContactId: db50a3c9-ef35-4523-98b5-19979651b380
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326880 ms
Total Talk Time (AGENT): 113620 ms
Total Talk Time (CUSTOMER): 117165 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/db50a3c9-ef35-4523-98b5-19979651b380_20250219T13:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to pay our bill online and I keep getting an error message the last two days, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That they're experiencing technical difficulties.
[AGENT][NEUTRAL] Alright and is this for a group?
[CUSTOMER][NEUTRAL] It is for Gy on lumber and plywood.
[CUSTOMER][NEUTRAL] The business
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. And may I have the group number, please?
[CUSTOMER][NEUTRAL] The what number?
[AGENT][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] Yes, hold on, shoot, I just X out of it. Hold on.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Mhm let me put you on a brief hold and grab the folder. I just x out of the.
[AGENT][NEUTRAL] Um, I can, I can find the group number with the name.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's G U E Y D A N.
[AGENT][NEUTRAL] Is that the group name?
[CUSTOMER][NEUTRAL] Yes, G U E Y D A N Lumber and plywood Gate on lumber and plywood.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have the group number now too.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, because.
[CUSTOMER][NEUTRAL] It's 262-6350.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And um who is the contact name?
[CUSTOMER][NEUTRAL] Uh, I think it's under my name [PII].
[AGENT][NEUTRAL] All right, perfect. I will just go ahead and verify all the information that we have, um, uh, just for verification and then I will go ahead and transfer you to the billing department. Does that sound good?
[CUSTOMER][NEUTRAL] Yeah, yeah, like I said it won't let me do it online like we usually do.
[AGENT][NEUTRAL] All right, perfect. I will just verify the billing address, phone number, and email, please.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The number is [PII] unless you have my cell phone number. OK, that one's good and what else did you need?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the email address.
[CUSTOMER][NEUTRAL] Um, is it [PII]?
[AGENT][NEUTRAL] Mhm, that is correct. And what is a good call back number in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, perfect.
[AGENT][POSITIVE] All right, thank you very much for verifying. I will go ahead and connect with um our billing department so they can go ahead and assist you further. All right. Thank you. Have a nice day.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[AGENT][POSITIVE] Good morning. This is [PII] in customer service.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEGATIVE] I have a contact for a group who's trying to pay their bill, but it's not allowing them. It, it keeps giving them a um system error.
[CUSTOMER][NEUTRAL] OK, I can help him with that. Let's see, what's that group number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Group number is 26,350.
[AGENT][NEUTRAL] And we have, we have [PII] on the line. I have already verified all the information for the group.
[CUSTOMER][NEUTRAL] And who
[CUSTOMER][POSITIVE] OK, and a good contact uh number mhm.
[AGENT][NEUTRAL] Callback number? mhm the same one she's calling from, which is the same one in our system.
[AGENT][NEUTRAL] The one ending in [PII].
[CUSTOMER][NEGATIVE] OK, and you've got [PII] on the phone and she's trying to pay online and it's giving her a system error.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. Yes, that is correct.
[CUSTOMER][POSITIVE] Alright, alright, we'll send her on and I will talk to [PII] and see what we can do.
[AGENT][POSITIVE] Thank you, [PII]. You have a nice day.
[CUSTOMER][POSITIVE] You too, love. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh. You are on hold.