AccountId: 011433970860
ContactId: fcf1e857-caee-4d82-82e9-12d6d85c3c10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241699 ms
Total Talk Time (AGENT): 99941 ms
Total Talk Time (CUSTOMER): 82077 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/fcf1e857-caee-4d82-82e9-12d6d85c3c10_20250312T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I am a fairly new customer with you guys um we just um signed up with you guys in January and I was just double checking on a couple of things about billing if you don't mind.
[AGENT][NEUTRAL] OK, I can help you with billing. Can I please get your name and your group number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. The name of our group is Rawar Inc DBA Acme Oyster House, and I am looking online for our group number and I don't see it, um.
[CUSTOMER][NEUTRAL] Maybe it's on an invoice, maybe it's on an invoice somewhere, let me see.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEGATIVE] Should have had that ready.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] I'm looking.
[AGENT][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] One second here we go invoice um group number 26869.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEGATIVE] Oh my gosh, my computer is froze.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Always when you've
[CUSTOMER][NEGATIVE] Sounds like me calling you guys without being ready.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yeah, don't feel bad about that at all.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then I'll need you to verify.
[CUSTOMER][NEUTRAL] My extension is [PII]
[AGENT][NEUTRAL] Uh, extension [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] you to verify the group, can you give me the address and your email address please?
[CUSTOMER][NEUTRAL] It's the address is [PII] and my email address is what you need? [PII]
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you very much Miss [PII] um so what I'm gonna need to do is transfer you on over to group billing. I'll let them know that you've already verified your policy so you don't have to do that again your group, and they'll be able to help you with your billing questions, OK?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, you're very welcome you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um [PII] on the phone. She is with group 26869.
[AGENT][NEUTRAL] She has been verified.
[AGENT][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she is new to APL and she has some questions about the billing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] In.
[AGENT][POSITIVE] Thanks, [PII]. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.