AccountId: 011433970860
ContactId: f8f1837b-1201-49cf-8fbb-41376639f6f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180449 ms
Total Talk Time (AGENT): 65135 ms
Total Talk Time (CUSTOMER): 83089 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/f8f1837b-1201-49cf-8fbb-41376639f6f0_20250227T15:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling AP.
[AGENT][NEUTRAL] Well, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] how are you doing this afternoon?
[AGENT][POSITIVE] I'm doing well. How are you doing today, sir?
[CUSTOMER][MIXED] Well, obviously I don't know what time of day it is, but other than that I'm OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII], this is it's alright, it's part of it. [PII], this is, uh, [PII] calling and calling on group number.
[CUSTOMER][NEUTRAL] Hang on, I just
[CUSTOMER][NEUTRAL] Hit print. I didn't mean.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 24,600 sorry.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Sometimes we have days.
[AGENT][NEUTRAL] Especially in the middle of the week.
[CUSTOMER][NEUTRAL] Uh, it's been a month.
[CUSTOMER][NEUTRAL] It's been a month.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] All right. How can I help you today?
[CUSTOMER][NEUTRAL] Tell me when you're ready.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I just created a new folder and it's gone um.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] I know that we've got outstanding invoices and I'm, I'm doing everything in my power to get everybody on the same page here but I'm failing miserably. Question I have is, can I call in? I see there's an [PII] number here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I think I just called that number who knows, but is it possible for us to call in and pay this invoice over the phone?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK, I can't do it right now because I don't have permission, but I'm, I just called the owner. We're supposed to talk [PII] and he's in a meetings finish running over. She's gonna call me back, so.
[AGENT][POSITIVE] Yes, sir. You can do that
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm hoping to get all this rectified today, OK?
[AGENT][NEUTRAL] Yes, and
[AGENT][NEUTRAL] Yes sir, and I just need one quick verification uh can you give me your email address, Mr. [PII]?
[CUSTOMER][NEUTRAL] It's the letter [PII].
[AGENT][POSITIVE] Perfect, thank you so much.
[AGENT][NEUTRAL] Yes, that's fine, um.
[AGENT][NEUTRAL] But if you want to call in and pay your invoices over the phone, um, group billing will handle that. You'll get probably myself or another girl and we can transfer you over to group billing and they could take that payment over the phone it'd be fine.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds good.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] All right. Awesome. You're welcome, [PII]. You have a great rest of your day and thank you so much for calling us this morning.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye, sir.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Bye bye.