AccountId: 011433970860
ContactId: ded16206-f76e-4f7a-ae6b-b1dbf81c590e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102580 ms
Total Talk Time (AGENT): 32098 ms
Total Talk Time (CUSTOMER): 53485 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/ded16206-f76e-4f7a-ae6b-b1dbf81c590e_20250131T21:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um Miss [PII] on the phone with group number 21501. I have verified her and the number she's calling back is a good callback number.
[CUSTOMER][NEUTRAL] And she just has some invoice questions.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII]. You have a good weekend. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling from the Childcare Center Inc. I was wondering because I haven't received the statement and I was wondering when is the due date.
[AGENT][POSITIVE] All right, I can take a look at that for you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Your February statement.
[AGENT][NEUTRAL] Uh, went out in the mail on Monday, and it is also available on the online service center.
[CUSTOMER][NEUTRAL] Yes, I don't have an account online, uh, um, online we usually send it by um.
[CUSTOMER][NEUTRAL] We receive it by mail, but when is the due date?
[AGENT][NEUTRAL] It's due within the month of February.
[CUSTOMER][POSITIVE] Oh, OK, then I still have a chance to probably get it on Monday.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much for all your help that was it.
[AGENT][POSITIVE] You're, you're welcome, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That will be all. I really appreciate your help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] The same to you bye bye.
[AGENT][POSITIVE] Thank you