AccountId: 011433970860
ContactId: ec274a4c-dc4b-4a0e-b005-3a5e813b0fc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176600 ms
Total Talk Time (AGENT): 60339 ms
Total Talk Time (CUSTOMER): 50209 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/ec274a4c-dc4b-4a0e-b005-3a5e813b0fc0_20250513T19:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL with [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, can I speak to somebody in billing?
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII] from NAS.
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a group numbers in regards to?
[CUSTOMER][NEUTRAL] Um, no, I just need, I'm from NAS. I just need to talk to them about a process.
[CUSTOMER][POSITIVE] On the online portal, if there's anybody that can show me that can walk me through taking a credit, I'd appreciate that.
[AGENT][NEUTRAL] About
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I tried to call [PII]. I tried to call [PII], and I tried to call [PII] and I can't get a hold of any of them.
[AGENT][NEUTRAL] Oh, I'm sorry, um, and you said, uh, to do a credit on the online service center?
[CUSTOMER][NEUTRAL] Yes, on the invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you ma'am. Hold on one moment for me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Suffering.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], I have [PII] with NAS and she just wanted to speak with someone in billing. Um, she didn't give me a specific
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, group number, um, she stated she tried to contact um [PII] and but it's in she's trying to do a credit on an invoice for on the OSC and she wanted to see if someone can help her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I can help her with that. No problem. I'll be glad to. Did you get a call back number before, sweetie?
[AGENT][NEUTRAL] I did. [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I'll be happy to help her.
[AGENT][POSITIVE] You too have a great one bye.
[CUSTOMER][NEGATIVE] You too dear. Bye.