AccountId: 011433970860
ContactId: 045fd48b-6139-40af-adfa-a65c5efbf11f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506279 ms
Total Talk Time (AGENT): 277796 ms
Total Talk Time (CUSTOMER): 171548 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/045fd48b-6139-40af-adfa-a65c5efbf11f_20250224T15:14_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. How are you today?
[AGENT][NEUTRAL] I'm well. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing fine, thank you. So I have one of the authorized um contacts for a group on the line. It's group number 23524 Grace Foods USA Inc.
[AGENT][NEUTRAL] I apologize. Would you give me that number one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is it uh like do you drink?
[CUSTOMER][NEUTRAL] OK, so the, um, the authorized user that's calling is [PII]. She is on the online service center. All the group's information has been verified, including her email, but she's calling because on invoice number 637.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 746 5.
[CUSTOMER][NEUTRAL] She's saying that it's showing that the bank has returned the print like it didn't go through, but on the online service center it's showing as paid so she's needing to verify that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Oh dear, it's because it got submitted and processed and then it's been returned since and that's what it is.
[AGENT][NEUTRAL] Uh, but I will, let me look on here real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Which invoice was it love?
[CUSTOMER][NEUTRAL] I'm sorry, what did
[AGENT][NEUTRAL] February.
[AGENT][NEUTRAL] Was it the February invoice?
[CUSTOMER][NEUTRAL] 6377465
[CUSTOMER][NEUTRAL] That's January according to what I can see.
[AGENT][NEUTRAL] Oh, OK, yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, I think there's a place that I can check for that. Let me look real quick.
[AGENT][NEUTRAL] NSF.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, that's not it.
[AGENT][NEUTRAL] I'm gonna have to ask um [PII] if it's
[AGENT][NEUTRAL] I thought there was a report though. I thought there was a spreadsheet.
[CUSTOMER][NEUTRAL] We don't get me to telling tales.
[AGENT][NEUTRAL] Oh, I could have sworn there was a spreadsheet that um.
[AGENT][NEUTRAL] That Carry keeps that has the NSFs on there. Let me see, I think she's out.
[AGENT][NEUTRAL] Oh man, I think she's out this week. Let me look.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Calendar
[AGENT][NEUTRAL] She is, oh man. OK, so let me ask Meet, uh, let's see here. I apologize, I'm not a better help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] And I can go ahead and give you her phone number too.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He direct. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Surely.
[AGENT][NEUTRAL] I used to live up there. I recognize the area code. First time in a long time I've heard that area code.
[CUSTOMER][NEUTRAL] Uh, how about that?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. Uh, OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what was her uh
[AGENT][NEGATIVE] You just gave it to me. Don't even, don't even look at me. Oh my gosh. OK.
[CUSTOMER][NEUTRAL] Her name is [PII] and again, she is an authorized contact in the OSC. She's listed.
[AGENT][NEUTRAL] OK, I tell you what, if you want to just go ahead and transfer her. I'm just gonna have to let her know that I'm to give her a call back because I don't have that information yet.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Well, she's, um, again, everything's fully verified. So are you ready to speak to her?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much and I hope you have a good day if I don't talk to you again, [PII].
[AGENT][POSITIVE] Thanks you too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you doing this morning?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing well. I understand you're wanting to check on a possible in a charge or not charge, but uh a return payment.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] So, um, the person that tracks those is out this week and I'm gonna have to give you a call back so I can.
[AGENT][NEUTRAL] Figure out exactly where to look for it. I do apologize. Um, it is the January invoice you're uh inquiring about, right? 6377465.
[CUSTOMER][NEUTRAL] OK. That's OK.
[CUSTOMER][NEUTRAL] Yes, but do you guys do see like a balance or like on your end or do you see everything like all the payments are cleared?
[AGENT][NEUTRAL] Well what you're seeing on the online service center is once it processes it just posts it and um if it were to come back it doesn't revert on the online service center so I'm seeing exactly what you're seeing so I need to check with.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I guess I'm gonna check with [PII]. [PII] is the one that usually handles, um, repayments of, you know, return charges, but she is out this week, so I'm gonna get with [PII] and find out where exactly to find that information for you, and I will give you a call back. Let me verify this number she gave me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] All right, and this is silly but it's a personal question. Where, where about in [PII] are you?
[CUSTOMER][NEUTRAL] Um, in [PII].
[AGENT][NEUTRAL] Oh, OK. I heard the area code. I used to live in [PII] a long time ago and uh I haven't heard the area code in so long. Uh, [PII], up in like the neck, the neck of the little guy of the state.
[CUSTOMER][NEUTRAL] Oh really? Which part?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I actually grew up in [PII], so that's not too far from [PII], yeah.
[AGENT][NEUTRAL] Oh, really?
[AGENT][POSITIVE] Yeah, no, we used to go to [PII] all the time. OK, that's so cool. I just haven't heard that area code in a long time.
[CUSTOMER][NEUTRAL] So where are you located now? Like, how, where did you end up now?
[AGENT][NEUTRAL] Well, my father was in the military way back when [PII] had uh the military ocean terminal, the, the base, and um that's where we lived for a while, but now we're in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's where my parents are from. Yes, it's a drastic change in culture and everything, but uh I just hadn't heard that area code in so long, and I was like, oh, that's [PII].
[CUSTOMER][POSITIVE] Oh wow, what a change.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so let
[CUSTOMER][POSITIVE] It is funny though, because I, I, like, you know, when you start talking and like, you know, the accent, oh my God, she sounds like she's from this area.
[AGENT][NEUTRAL] Well, you know, we call it a military accent just because we've moved around so much that I, I tend to have a southern drawl, and then other words, it's very clear and cut, and people are like, you're not from the south. I'm like, I kind of, but I'm kind of not.
[AGENT][NEUTRAL] So what I'm gonna do, I'm gonna get with my let and I'm going to um find out about this and is it just the one for January?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I believe that is the one because I matched the date, so that is the date um of the return payment that I have on my end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so I will find out uh what's going on our end and if it needs to be corrected anyway I'll I'll figure all that out and I'll give you a call back and let you know.
[CUSTOMER][NEUTRAL] OK, and can I see, like, can you tell me what number is gonna be calling back so that way I make sure I pick up.
[AGENT][NEUTRAL] Oh, to be honest, I don't know what it shows up as on the caller ID, but, uh, let's see, hold on one second, let me see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know that
[AGENT][NEUTRAL] That's a funny question because I've never been asked that. Um, the number that we give is our phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it should come up APL. I, I don't know why it would come up any other way, but um that's the [PII] number for us.
[CUSTOMER][NEUTRAL] All right, OK then.
[CUSTOMER][POSITIVE] All right, no worries. I'll make sure I pick up.
[AGENT][POSITIVE] All right, well I'll give you a call back as soon as I know.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] Yes, ma'am. You have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.