AccountId: 011433970860
ContactId: f0f54f4e-8ce4-44c4-81d5-9f08068b9ec1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200009 ms
Total Talk Time (AGENT): 59821 ms
Total Talk Time (CUSTOMER): 44190 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/f0f54f4e-8ce4-44c4-81d5-9f08068b9ec1_20250502T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the city of [PII]. I need to speak to someone in billing.
[AGENT][NEUTRAL] OK, um, I can get you with, uh, our billing department. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][NEUTRAL] Thank you and uh may I ask what this was in regard to?
[CUSTOMER][NEUTRAL] Um, this will be in regards to some invoices, um, and removing, um.
[CUSTOMER][NEUTRAL] 2 employees and a refund.
[AGENT][NEUTRAL] Got you. OK, so are you the admin for this group, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK awesome um do you have that group number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't know where I would find that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, 267-887.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] That was City of [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Here we are. OK, so I do see you as one of our contacts, [PII], uh, just really quick if you would, can you verify the address for the business please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you for that. Alrighty, give me just a moment I'm just gonna put you on a brief hold and I'll get you with our billing department.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing alright thank you. I've got a uh group admin on the line who said that she has several questions regarding invoices and um refunds.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, group number that is 267-87.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] City of [PII].
[AGENT][NEUTRAL] Yes, and we are speaking with uh [PII].
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome.