AccountId: 011433970860
ContactId: e19b6386-94e1-49f7-8221-ba3503ce112f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234779 ms
Total Talk Time (AGENT): 89727 ms
Total Talk Time (CUSTOMER): 66909 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/e19b6386-94e1-49f7-8221-ba3503ce112f_20250625T13:44_UTC.wav
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[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEGATIVE] I'm having a hard time with your new system getting my invoice from you.
[CUSTOMER][NEUTRAL] From you all and I was wanting.
[AGENT][MIXED] Yes ma'am, at this time invoices cannot be downloaded they're working on a glitch in the system, but I would be more than happy to get one to you if you need one.
[CUSTOMER][NEUTRAL] OK, yes, uh, one moment, pardon me.
[AGENT][NEUTRAL] What is that group number?
[AGENT][NEUTRAL] I would just need your group number.
[CUSTOMER][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, cause I was about to go crazy. It made me change my email and all kind of stuff. I'm like, oh my goodness, what's going on?
[AGENT][NEUTRAL] Yes, ma'am. The new site required a new registration, but everything should be the same. It just looks different.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] OK, yes
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK, do you need the group number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's 236-33.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] It's [PII] with the Oklahoma Allergy and asthma clinic.
[AGENT][NEUTRAL] Alright, give me one second to pull that up.
[AGENT][NEUTRAL] In Miss [PII], would you give me the physical address and phone number for that, uh, group?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. And the phone number?
[CUSTOMER][NEUTRAL] [PII] excuse me, [PII].
[AGENT][NEUTRAL] OK, I do see that and is the number you're calling me from a good number? Um, I guess it's the same number, is that a good callback number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see here and are you needing the July invoice?
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Are you needing the July invoice?
[CUSTOMER][NEUTRAL] I'm sorry, repeat that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, excuse me, I believe there might be a slight delay in our call I apologize.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] 23633.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Is your email uh [PII] OK?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me get that right over to you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] No problem, is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][NEUTRAL] Alright, let's see [PII]. I'm also going to send you a user guide just so you can, uh, it gives you the steps, you know, the navigation of the new site so that you're not, uh, lost.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, yes ma'am, you have a great week and um thank you for calling ATL.
[CUSTOMER][POSITIVE] OK, thank you, bye.
[AGENT][NEUTRAL] Mm bye-bye.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I need to see.