AccountId: 011433970860
ContactId: 082b3e8e-4a4b-4d2b-ae8d-e740e26fbee6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556010 ms
Total Talk Time (AGENT): 230750 ms
Total Talk Time (CUSTOMER): 222159 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/082b3e8e-4a4b-4d2b-ae8d-e740e26fbee6_20250328T19:38_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to see if our invoice payment was processed.
[AGENT][NEUTRAL] I can help you with that. And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII], what is a good callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the group number?
[CUSTOMER][NEUTRAL] 25926
[AGENT][NEUTRAL] And [PII], what is the
[AGENT][NEUTRAL] Name of the group and address.
[CUSTOMER][NEUTRAL] Uh, Big Mike's BBQ Smokehouse address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] [PII], I don't see you listed as a user.
[AGENT][NEUTRAL] On the account.
[CUSTOMER][NEUTRAL] Um, yes, I just in their accountant and it's [PII], the HR manager, um.
[CUSTOMER][POSITIVE] Set me up, setting me up, set me up. I'm sorry.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Well, I cannot talk.
[AGENT][NEUTRAL] It's Friday.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For sure, let me check. So I still don't have you in our system, that's the problem as someone I can speak to. Do you know how she set you up? Does she set you up in the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Portal or did she say?
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] And the reason I ask
[CUSTOMER][NEUTRAL] Uh, I have
[AGENT][POSITIVE] Mhm, go ahead, I'm sorry. No, me too. I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, I keep kept
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um, I have like
[CUSTOMER][NEUTRAL] Access to the portal.
[CUSTOMER][NEUTRAL] Um, let me see, it's on in here.
[CUSTOMER][POSITIVE] It's just loading really quickly.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] Was that for the February invoice or March invoice?
[CUSTOMER][NEUTRAL] The February invoice which we do have it says in the portal that the payment is scheduled, but it was scheduled for 326. It just hasn't been fully processed yet I'm assuming.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I didn't know, like I keep getting like an update to ACH bank details.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I don't know if that's the reason why it hasn't processed yet.
[CUSTOMER][NEUTRAL] But I'm paying it directly through the portal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And like yeah it has submitted invoices and it shows payment for the February invoice and it says schedule 3-26-25.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Now, what
[CUSTOMER][POSITIVE] Looks like we I'm sorry.
[AGENT][NEUTRAL] Go ahead. No, you, you go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] It's just.
[CUSTOMER][NEUTRAL] It just says looks like we're experiencing technical difficulties, um.
[CUSTOMER][NEUTRAL] This was loading the.
[CUSTOMER][NEUTRAL] Portal
[AGENT][NEUTRAL] Did you just pay it?
[CUSTOMER][NEGATIVE] Like I'm in it and then it kicks me out.
[AGENT][NEUTRAL] Well, and you, when, when was it submitted for payment? Do you remember?
[CUSTOMER][NEUTRAL] I believe the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it was submitted the [PII] because I tried to schedule it for the [PII], but it had me do it the next day.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] So it's just scheduled for the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I see you in the system. It looks like the account is pending. Did you complete?
[AGENT][NEUTRAL] The access to the portal?
[CUSTOMER][NEUTRAL] I believe so.
[AGENT][NEUTRAL] OK, OK, tell you what, let me do Topanga, let me get you to a billing representative, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like that the March invoice is the only thing that's.
[AGENT][POSITIVE] Pending, but we do wanna make sure on that for you, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi, [PII]. Happy Friday. Finally.
[CUSTOMER][POSITIVE] Hey [PII], happy Friday.
[AGENT][NEUTRAL] Uh, finally, I have group number 25926. Big Mike.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Barbecue Smokehouse.
[AGENT][NEUTRAL] I can almost smell it. Anyway, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have a Topanga on the line. I do see that she, it looks like they tried to set her up an account in the OSC.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but she's calling to make sure if the February invoice was processed and.
[AGENT][NEUTRAL] I'm transferring the call because in GRMAI.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like, did we re process that today?
[AGENT][NEUTRAL] But in when I pull up the group it just says pay to 21.
[CUSTOMER][NEUTRAL] Let me take a look
[AGENT][NEUTRAL] She said she submitted it and they're trying to do it um online and it had a process dated [PII] but then she's not seeing it in the portal so she's just making sure the payment is.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Gone through
[CUSTOMER][NEUTRAL] OK, yeah, I do see what you see, um, in GRMAI. Where do you see it paid to 21?
[AGENT][NEUTRAL] And GRPIQ when you bring up the group, it says the pay to date is 21.
[CUSTOMER][NEUTRAL] It it shows that they're paid to 31 on mine.
[AGENT][NEUTRAL] 25926 bikes, bikes, big bikes Smokehouse.
[AGENT][NEUTRAL] And I'm looking in GRP IQ.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they're set to active?
[AGENT][NEUTRAL] Yes, and mine says 21. Wait a minute. OK, I'm gonna go out and come back in.
[AGENT][NEUTRAL] I wonder.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If something changed
[CUSTOMER][NEUTRAL] Sometimes it may not pull the um pull it in.
[CUSTOMER][NEUTRAL] I don't know, but I mean I can still talk to him and confirm that that's fine.
[AGENT][NEUTRAL] It changed. Lord, have [PII].
[CUSTOMER][NEUTRAL] Confirm that
[CUSTOMER][NEUTRAL] Yeah, I don't know why that [PII]ns, but you can go ahead I'll confirm that it processed today it did.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, but I promise you it was 21 because that's the only reason I'm calling you because.
[CUSTOMER][NEUTRAL] I know it's OK, it might have actually.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Weird thing is it could have actually done it like sometime within the last couple of minutes because the OSA just kicked out some reports so it's possible that it might have actually just pulled it through so who knows but um.
[AGENT][NEGATIVE] Well, they need to quit messing with me. OK, anyway.
[CUSTOMER][NEUTRAL] I know it. Go ahead and put her through though.
[AGENT][NEUTRAL] That's the only reason I called. It just didn't make sense, so thank you, [PII]. And her call, you want her callback number?
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I got it. I'm ready.
[AGENT][POSITIVE] Thank you, [PII]. Let me get her on the line. Have a great weekend. Well, thanks, she just hung up.
[CUSTOMER][NEUTRAL] Mhm. OK. You too.
[AGENT][NEGATIVE] A little booger.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'll call her back.
[CUSTOMER][NEUTRAL] Well, I tell you what, let's see, OK, OK, I was gonna say I could send her an email or something, but um.
[AGENT][NEUTRAL] If you can, if
[AGENT][NEUTRAL] No, I, I'll just call her right back if we can confirm that, yeah, I see the payment's gone through now, so anyway.
[CUSTOMER][NEUTRAL] If you, yeah, I mean.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah just tell her that February is paid.
[AGENT][NEUTRAL] Did it just go through today?
[CUSTOMER][NEUTRAL] It did. Mhm.
[AGENT][POSITIVE] OK, so it processed today. OK, cool beans. I'll call her back and tell her.
[CUSTOMER][NEUTRAL] It did.
[CUSTOMER][NEUTRAL] Today. Mhm.
[AGENT][POSITIVE] Thank you for your help.
[CUSTOMER][NEUTRAL] OK [PII], if she has any more questions just send her on to us, OK?
[AGENT][POSITIVE] All right. Thank you. Take care.
[CUSTOMER][POSITIVE] No problem thank you bye.
[AGENT][NEUTRAL] Bye bye.