AccountId: 011433970860
ContactId: 01762655-8d5e-4f4e-9185-8f0962222005
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 695619 ms
Total Talk Time (AGENT): 128487 ms
Total Talk Time (CUSTOMER): 209855 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/01762655-8d5e-4f4e-9185-8f0962222005_20250311T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] One of the uh
[CUSTOMER][NEUTRAL] Uh, [PII] said a group of 23.
[AGENT][NEUTRAL] Um, give me one second, let me get you to the um.
[CUSTOMER][NEUTRAL] Do you think it's
[CUSTOMER][NEUTRAL] I'm like, ah, you don't speak Spanish. Excuse me, I am, I am group uh 26773.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I am calling because we have a credit for 30929.
[CUSTOMER][NEUTRAL] And we need you to apply that credit to the current invoice so we can pay through the web page the the difference.
[AGENT][NEUTRAL] Oh, OK, give me one second, let me get your group pulled up.
[AGENT][NEUTRAL] OK, can you repeat that one more time? I got 26 something.
[CUSTOMER][NEUTRAL] 773.
[CUSTOMER][NEUTRAL] Mr. Glass door and windows.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And uh could you please verify the group address, please?
[CUSTOMER][NEUTRAL] The address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we have a different street address than the one you gave.
[CUSTOMER][NEUTRAL] Oh, we have to, the group is in, uh, we have to address, uh, the, the another address [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, that's correct. And can I get your name, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Give me one second to look into this. Um, I'll just put you on a brief 1 to 2-minute hold, OK?
[CUSTOMER][NEUTRAL] Mm. OK. Um, get it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You are on
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hi [PII] are you still there?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Uh yeah, I just wanted to check, uh check and let you know that I'm still looking into this, uh, for you, but I just wanted to check in with you since I had you on hold for a couple of minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 773
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, do you, who was the credit for? Is there a specific, um, employee that it was for?
[CUSTOMER][NEUTRAL] No, no, I don't know. We, we over, uh, we pay, uh, twice, uh, one month, and we, uh, ask that you apply that, uh, um, a double payment to the next invoice when you apply that it left a credit of 3 uh 3,009 and 29.
[CUSTOMER][NEUTRAL] I have an email for Amber Mayfair uh uh customer service saying that my credit is that amount.
[AGENT][NEUTRAL] I'm showing that it was applied to your March invoice. Have you looked at your March invoice?
[CUSTOMER][NEUTRAL] You say that it's already applied in the invoice?
[AGENT][NEUTRAL] Yes, um on your March invoice.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't know, let me see.
[AGENT][NEUTRAL] Um, if you are looking online in the online portal.
[CUSTOMER][NEUTRAL] Mm no, but I have downloaded the invoice, uh, let me see.
[AGENT][NEGATIVE] It won't show on if you're looking at like a PDF or like the mail invoice it won't show on there.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, don't show in the PDF.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, not unless do you have a, are you able to log into the online portal? Do you have a log in?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, insurance American public.
[CUSTOMER][NEUTRAL] Uh, submit, I am, I am already um.
[CUSTOMER][NEUTRAL] Uh, where I go.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, I, you say I open.
[CUSTOMER][NEUTRAL] The the Excel, no?
[AGENT][NEUTRAL] No, no, no, don't click on anything in the print, just click on the invoice, yeah.
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] Yours?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How do I know that is?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And uh you'll see one, it says group credit 30929.
[CUSTOMER][NEGATIVE] I don't understand why you, what you are saying.
[AGENT][NEUTRAL] Do you see it?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you see the credit?
[CUSTOMER][NEUTRAL] Uh, I don't, I don't, I don't know where I can, I can see that what you say that is applied.
[AGENT][NEUTRAL] Do you see where it says billing details and then there should be like a blue strip.
[CUSTOMER][NEUTRAL] Billing details.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't have billing detail uh-huh uh bluetri then where I.
[AGENT][NEUTRAL] It should say a bunch of names, all of the names of your employees. Do you see that? OK. And do you see, so you see the amounts and everything. So one of those where it's gonna say group credit.
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] And it looks like it's in the middle after [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Credit.
[CUSTOMER][NEUTRAL] Uh huh OK.
[AGENT][NEUTRAL] Do you see it?
[CUSTOMER][NEUTRAL] Yeah, I, I see.
[AGENT][NEUTRAL] Yeah, that's your credit.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem. Um, is there anything else I can help you with today, [PII] mean?
[CUSTOMER][NEGATIVE] No thank you mm bye bye.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] No problem. It's a pleasure. I hope you have a great rest of your day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm have a great day bye.