AccountId: 011433970860
ContactId: fad34e98-d86d-4a82-812d-aefc9860d633
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250220 ms
Total Talk Time (AGENT): 108055 ms
Total Talk Time (CUSTOMER): 103539 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/fad34e98-d86d-4a82-812d-aefc9860d633_20250528T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm with the company, um, Lisock Excavating. I need to pay our premium for our guys.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you um get to group billing so that they can take your payment. Can I please get your, your callback number, ma'am, and your group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, callback number is [PII].
[AGENT][POSITIVE] Thank you, ma'am. And what is your group number, please?
[CUSTOMER][NEUTRAL] 27055
[AGENT][NEUTRAL] Thank you and may I have the invoice number that you're paying today?
[CUSTOMER][NEUTRAL] I, let me see if she can give me that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, sorry, I'm doing this. I don't know why. I don't know it, it, it's not set up. I don't know. I don't know what happened, but.
[AGENT][NEUTRAL] If you don't have it, that's OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, I don't think that I have it. Hopefully she answers me um.
[AGENT][NEUTRAL] OK, alright, that's fine and the amount that you're going to pay today, do you know that?
[CUSTOMER][POSITIVE] Um, I, I don't, she really gave me, so she really this nice lady. OK, she usually deals with my husband, um, and she gave me a website to go to, but that took me to some sort of app and then it was going through all kinds of questions, so she just gave me the phone number to call.
[AGENT][NEUTRAL] OK, that's, that's OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Oh, yes, ma'am. I understand. OK, that's not a problem. We, we can make sure that we get you the help that you need so you can get it paid today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold Ms. [PII], while I transfer you on over to group billing so that they can take your payment over the phone for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thanks you
[CUSTOMER][POSITIVE] Thank you, you also.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is Molet billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. Um, I've got Miss [PII] on the phone. She is with group number 27055 Leock excavating. I know I just tongue twisted that, but.
[AGENT][NEUTRAL] Anyway, she is calling um because she wants to pay her invoice and she's not sure.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] What the invoice number is or the amount.
[CUSTOMER][NEUTRAL] OK. I can help her with that. Um, you said 27055?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And what's a good call back number for her, please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, and that's [PII] and you have [PII] on the phone she's wanting to pay um her invoices.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that correct? All right, send her on. Uh-huh. She wasn't.
[AGENT][NEUTRAL] Yes, ma'am. She wasn't sure.
[AGENT][NEUTRAL] What number or how much they, right, but she said she just wanna get it paid.
[CUSTOMER][POSITIVE] OK, I can help her with that and and that's not a problem and maybe she'll be able to do it online.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, alright.
[AGENT][POSITIVE] Yes, hopefully soon, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm gonna go ahead and let her go then. You're welcome, Ms. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] All right, dear. Thank you.
[CUSTOMER][NEUTRAL] All right.