AccountId: 011433970860
ContactId: e812f6a5-423b-448d-b695-e7559b65d097
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 673700 ms
Total Talk Time (AGENT): 66893 ms
Total Talk Time (CUSTOMER): 105958 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/e812f6a5-423b-448d-b695-e7559b65d097_20250326T16:10_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from the city of [PII] with regard to.
[CUSTOMER][NEUTRAL] Um, two notices that we got from you saying that we had an outstanding invoice. I think they're for two different amounts as well. Could you, um, either send me those, if you send me those invoices, I will look into them right away if that's the best way to handle that, I think.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, sure, and you have not registered online still?
[AGENT][NEUTRAL] Or you have.
[CUSTOMER][NEGATIVE] No, I don't, I, I, I'm not the finance department. I'm the person who processes the bills down to finance, so I never received the bill.
[AGENT][NEUTRAL] Yeah, it's fine.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] OK, yes, I can assist you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the group number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Outstanding invoice, can you hold on? I I don't see a group number here. I don't see a group number on your.
[AGENT][NEUTRAL] Mhm. Sure, yeah.
[CUSTOMER][NEUTRAL] On your late notice, but let me just grab the old bill and read it to you. Hold on a minute.
[AGENT][NEUTRAL] OK, sure, yes.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's um group number 14982.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, and you said you are [PII], correct?
[CUSTOMER][NEUTRAL] I'm [PII], yep, we got one notice saying that we owed 19, but we got another notice.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] I'm saying we owe 229.60 so I'm not sure um both for the same.
[CUSTOMER][NEUTRAL] Time frame? I'm not sure why we got to, but.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Our normal bill is 248.60. I think if you add those two it's probably 24,860.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, let me check the notes and see exactly why you received those letters and why I need to send out to you. And uh do you have like a fax number or you want me to email them? How do you want me to send this out to you?
[CUSTOMER][NEUTRAL] It'd be great if you email them to me.
[AGENT][NEUTRAL] OK, what's the email address?
[CUSTOMER][NEUTRAL] Um, I can
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] one word, all small letters [PII], so it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Alright, let me go through the notes really quick.
[AGENT][NEUTRAL] It was February.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me go ahead and get that um invoice printed out and sent to you. And do you mind holding for me while I do that while I got you on the line?
[CUSTOMER][POSITIVE] I do not mind at all. Thank you so much.
[AGENT][POSITIVE] OK, thank you. You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.