AccountId: 011433970860
ContactId: fc500cba-6f15-4f1c-9b46-a678047883ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437959 ms
Total Talk Time (AGENT): 73017 ms
Total Talk Time (CUSTOMER): 68288 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/fc500cba-6f15-4f1c-9b46-a678047883ff_20250303T16:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing OK. How are you?
[CUSTOMER][NEUTRAL] I'm doing OK, so I have an admin on the line and I verified both group numbers information.
[CUSTOMER][NEUTRAL] The first group number he gave me is 22649.
[CUSTOMER][NEUTRAL] And then he also gave me 80112.
[CUSTOMER][NEUTRAL] He says that he received an email from [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But the amounts are not adding up on the difference in their plan.
[CUSTOMER][NEUTRAL] I'm not and I'm not understanding why.
[CUSTOMER][NEUTRAL] This group has two different.
[CUSTOMER][NEUTRAL] Numbers.
[AGENT][NEUTRAL] OK, yeah, that's, uh, some groups are like that, but it sounds like he got a specific email from [PII], so it looks like she's available. Let me see if she can help him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because we can't transfer like that directly.
[AGENT][NEUTRAL] Yeah, you'd have to do it on teams, but I can do it though if you want to transfer it to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But this is [PII].
[AGENT][NEUTRAL] Let's see 8012 and.
[AGENT][NEUTRAL] 2622649.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] OK. [PII] said she can take the call. So if you want, um, you can transfer him to me and then I can, uh,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, transferred on teams if you want.
[CUSTOMER][NEUTRAL] OK all right well I will let you speak to [PII] then and let him know that she is available.
[AGENT][POSITIVE] Awesome. Thank you.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] He's speaking, yes, good morning.
[AGENT][NEUTRAL] OK. Um, I understand that you're calling regarding an email that you received from [PII], uh, correct? OK. Um, she actually, um, is available. I just spoke with her. She said that she, um, can definitely assist you right now. So is it OK if I, um, put you on a brief hold so I can get you transferred over to her?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. I have [PII] on the line, so I'm gonna go ahead and join the call if that's OK.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hey [PII].