AccountId: 011433970860
ContactId: ddcc4c7d-8d85-483c-999e-2b288228b251
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100440 ms
Total Talk Time (AGENT): 43665 ms
Total Talk Time (CUSTOMER): 42243 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/ddcc4c7d-8d85-483c-999e-2b288228b251_20250303T13:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm a broker. Can I give you a group number, please?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 19658 Segal Institute for Clinical Research.
[CUSTOMER][NEUTRAL] And I'm calling regarding a past due invoice.
[AGENT][NEUTRAL] All right, let me pull it up.
[AGENT][NEUTRAL] Alright, can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can you verify the contact person that we have on file?
[CUSTOMER][NEUTRAL] Um, [PII] Noon, some, uh, strange name.
[AGENT][NEUTRAL] OK, and what's a good call back number uh just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII]. OK, you're calling about a past due, um, outstanding invoice, is that correct?
[CUSTOMER][NEUTRAL] Was it received billing date of $1325 for $103.31.
[AGENT][NEUTRAL] Um, the invoice number 637-8760.
[CUSTOMER][NEUTRAL] 8760 yeah.
[AGENT][NEUTRAL] Yes sir, it looks like it was actually processed on the [PII], so it uh got processed in between the time that the uh notification was sent out.
[CUSTOMER][POSITIVE] Thank you you have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL and you have a good day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK.