AccountId: 011433970860
ContactId: f2580347-891f-48e5-9059-dd297bf4f334
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184080 ms
Total Talk Time (AGENT): 91485 ms
Total Talk Time (CUSTOMER): 60597 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/f2580347-891f-48e5-9059-dd297bf4f334_20250527T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hey, excuse me, I'm calling about uh group number 19804. My name is [PII].
[CUSTOMER][NEUTRAL] Excuse me, and um I was a little bit late. I was a broker on the and broker on the account. I was a little bit late getting you guys the renewal document, but I just got an email that the billing is ready because the renewal was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But when I try to go online to pull it down to get you guys paid, it just says oops, there's been an error. So I don't know what's going on. I was gonna see if you could send me, uh, even just the dollar amount that we need to get to you guys so we can get you paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, I can help you with that. Um, can you verify the address of the group for me? Do you have that information?
[CUSTOMER][NEUTRAL] Uh, so it's either [PII], or is it a PO box you have?
[AGENT][NEUTRAL] I've got a PO box. Do you have a PO box?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Thank you, [PII]. And the phone number for the group, please?
[CUSTOMER][NEUTRAL] Uh, it's probably mine [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That's it. All right, let me look at that for you.
[AGENT][NEUTRAL] Give me just a moment, OK?
[AGENT][NEUTRAL] You doing all right today?
[CUSTOMER][NEUTRAL] So far nothing's gone on.
[AGENT][NEUTRAL] What do I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Find that April invoice for you. Give me just a moment.
[CUSTOMER][NEUTRAL] Well, in May as well.
[AGENT][POSITIVE] May as well. OK, sure, I can do that.
[AGENT][NEUTRAL] And I apologize. Let me get your callback number. My system is slow. We're having a little bit of trouble. What is your callback number just in case we get disconnected, [PII]?
[AGENT][NEUTRAL] That's that one that you just gave me, that's the same one. OK, got it.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEGATIVE] Yeah, it's giving me an error as well, um.
[AGENT][NEUTRAL] Let me go back into it. We may me down.
[AGENT][NEUTRAL] Yeah, [PII], it looks like it's giving us the same thing. Let me um contact somebody to see if what's going on. Can I call you back at this number once we get this resolved, and I'll give you that amount for you for April or May? Would that be OK?
[CUSTOMER][NEUTRAL] Yeah, yeah, no worries, yeah, just give me a call back and or like I said I just need to get a copy of the bill.
[AGENT][NEUTRAL] OK, I just don't have any way to look it up. Sure. Yeah, and whenever I do that, I can call you and I can give you the amount and if I need to email it to you, verify your email for me, [PII].
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] I've got that. OK. Yeah, I, I apologize. It looks like it's, it's giving us an error on my side as well. So let me reach out to our tech team, see what's going on, and I'll be back in touch with you as soon as we get it resolved, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Cool I appreciate it have a great day.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thanks. Bye.