AccountId: 011433970860
ContactId: f4b470ad-0d15-403b-9417-4da6c202cf06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342459 ms
Total Talk Time (AGENT): 131898 ms
Total Talk Time (CUSTOMER): 128711 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/f4b470ad-0d15-403b-9417-4da6c202cf06_20250523T12:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, good morning, Miss [PII]. It's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing lovely, [PII]. How about you?
[CUSTOMER][POSITIVE] I'm glad it's Friday and a long weekend.
[AGENT][POSITIVE] Yes, ma'am. Thank you, [PII]. And I'll be off Monday too. I'll be off Monday, Tuesday. I mean Tuesday.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you, [PII] is right.
[CUSTOMER][NEUTRAL] Yeah, well,
[CUSTOMER][NEGATIVE] Oh well, I was gonna say we're, aren't we all lost on Monday you were about to ruin my Friday.
[CUSTOMER][NEUTRAL] For, oh my, just like that. It's [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah. So what you got for me?
[CUSTOMER][NEUTRAL] Well, I have the um I have the agent on the line with group number 19658 [PII] is he's on the line?
[AGENT][NEUTRAL] OK, 19658.
[CUSTOMER][NEUTRAL] Uh-huh. Segal Institute for Clinical Research and he's calling regarding a past due notice, um, that he received, yeah, that he received, um, he gave me the invoice number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. I can help him with that.
[CUSTOMER][NEUTRAL] It's um 638-6684, dated [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it me looking at it it had WBW hyphen billing.
[AGENT][NEUTRAL] Yeah, it's, it's a biweekly.
[CUSTOMER][NEUTRAL] And then receive date [PII]. 0, OK. So that is what he has a question on mm he's wanting to know.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] I can help him with that cause I'm.
[CUSTOMER][NEUTRAL] OK. Yeah, and his
[AGENT][NEUTRAL] I know all about those.
[CUSTOMER][NEUTRAL] OK, and his callback number that he gave me my that is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right. Thank you so much. Uh, can you help me with that?
[CUSTOMER][POSITIVE] Alright, well, are you ready? You're welcome. Thank you so much. So here he comes, and I hope you have a great holiday weekend if I don't talk to you again, Meet.
[AGENT][POSITIVE] You as well. Thank you, [PII].
[CUSTOMER][POSITIVE] And thank you. Here he comes. Bye-bye.
[AGENT][NEUTRAL] All right. Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Good morning, [PII]. This is Male group billing. Um, I understand a good callback number for you is [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] Thank you, [PII]. And you're calling on group 19658, and that is for the overdue notice.
[CUSTOMER][NEUTRAL] Segal Segal Institute.
[AGENT][NEUTRAL] OK. I.
[CUSTOMER][NEUTRAL] For clinical research.
[AGENT][POSITIVE] OK, and I can help you with that.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Did you receive the premium payment for it says bill date [PII]?
[CUSTOMER][NEUTRAL] And the amount of $103.31.
[AGENT][NEUTRAL] Uh, just one moment and I can help you with that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And a lot of times this crosses, so hold on just a moment. Let me get this for you.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] I am looking.
[AGENT][NEGATIVE] I do not see that we have received that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What what's the last one you received?
[AGENT][NEUTRAL] The last one we received was for the 328.
[AGENT][NEUTRAL] Invoice and that was on [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm double checking that.
[AGENT][NEUTRAL] Yes. That was the last one we received.
[CUSTOMER][NEUTRAL] That was for [PII] due date.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Very good, thank you very much I appreciate your help today.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That'll do it. Have a good day.
[AGENT][POSITIVE] All right. Well, thank you and you have a great weekend and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.