AccountId: 011433970860
ContactId: f685bc91-2ebb-4f52-b21a-7079594974ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245630 ms
Total Talk Time (AGENT): 99032 ms
Total Talk Time (CUSTOMER): 81867 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/f685bc91-2ebb-4f52-b21a-7079594974ea_20250218T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm wondering if there's a way to have our invoice coupons emailed to our AP group for processing.
[AGENT][NEUTRAL] OK, I can check on your invoices being mailed. um, OK, I can definitely check on that emailed.
[CUSTOMER][NEUTRAL] Other than having to go.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Emailed um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is your name please and your group number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] My name is [PII] and our group number is.
[CUSTOMER][NEUTRAL] 23003.
[AGENT][NEUTRAL] OK, let me look up your group real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please, um,
[AGENT][NEUTRAL] Ver
[AGENT][NEUTRAL] Find your group address for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and are you with the group or are you an agent?
[CUSTOMER][NEUTRAL] I'm with the group.
[AGENT][NEUTRAL] OK, I don't see your name as the contact person for the group.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] So I replaced um the previous controller, her name was [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, so I, I took over that position in December, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What what would be the best way to get the contact list updated?
[AGENT][POSITIVE] OK, so what I'm going to do is get you some help with group billing.
[AGENT][NEUTRAL] And let them speak to you about getting the contact information updated and then also about getting the invoices emailed so it's gonna be a brief hold while I transfer you on over to group billing OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're you're very welcome you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Ping
[CUSTOMER][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone. She is with Group 2003.
[AGENT][NEUTRAL] She's calling from number [PII]. She was able to uh verify the group, but she is not the group contact person because the group content person is no longer there. She will be the new contact person.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And she's inquiring about having her invoices emailed rather than mailed.
[CUSTOMER][NEUTRAL] OK, um, what's the group number again? Because 2003 didn't pull up anything.
[AGENT][NEUTRAL] 23003.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] And what's her name again?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, yeah, I'll, uh, talk to her, but they're on file feed, so she, uh.
[CUSTOMER][POSITIVE] Like, wouldn't have to worry about.
[CUSTOMER][NEUTRAL] Like the way the invoices are delivered, um, but I'll talk to her.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright. Thank you so much. Appreciate it, [PII].
[CUSTOMER][POSITIVE] You're welcome mhm.
[AGENT][NEUTRAL] All right, bye bye.