AccountId: 011433970860
ContactId: dc287d65-6952-49ce-98f2-e6efbf351b8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138119 ms
Total Talk Time (AGENT): 43916 ms
Total Talk Time (CUSTOMER): 77132 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/dc287d65-6952-49ce-98f2-e6efbf351b8d_20250228T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team. I've got um [PII] on the phone. He's the chief financial officer for group number 26763. He was able to verify the group address and he's calling about invoice number 6376417.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With rath and Harper and Associates.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, [PII]. Bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to, my name is [PII]. I'm trying to track down an outstanding invoice our company has payable to American Public Life.
[CUSTOMER][NEUTRAL] Um, is there any way you can help me out?
[AGENT][NEUTRAL] Um, as far as like you're just simply needing the invoice?
[CUSTOMER][NEUTRAL] Yes, I have a I have a form letter from your company saying this is an outstanding invoice it's, it's a letter basically, but I do not have the invoice and our company policy is we don't pay off letters we pay from invoices themselves.
[AGENT][NEUTRAL] OK, um, so we can definitely assist with that. Um, the only email I'd be able to send um the invoice to is the one that we have on file which is [PII].
[CUSTOMER][NEUTRAL] OK, send that right away because that that'll, I will get that.
[AGENT][NEUTRAL] OK, I will get that sent over in just a second. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Yeah, can you verify the amount?
[AGENT][NEUTRAL] Uh, let me pull it up.
[AGENT][NEUTRAL] Uh, I have it as $1,021.63.
[CUSTOMER][POSITIVE] OK, and that lines that lines up with my uh my letter here so if you can send that to me because that person works for me um I'll go ahead and get it and I'll make sure you guys get paid.
[AGENT][POSITIVE] All righty, I'll send it over now.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] All right.