AccountId: 011433970860
ContactId: 08bad1c8-89b5-4f39-9eaf-6545685b6b03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451000 ms
Total Talk Time (AGENT): 135597 ms
Total Talk Time (CUSTOMER): 84120 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/08bad1c8-89b5-4f39-9eaf-6545685b6b03_20250114T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], um, I needed your help. I needed a statement of account.
[CUSTOMER][NEUTRAL] You guys sent me a payment and I'm a little bit confused on why you would do that, um.
[CUSTOMER][NEUTRAL] So I wanted to see if you can help me figure that out.
[AGENT][NEUTRAL] OK, um, is it for a group or for an individual?
[CUSTOMER][NEUTRAL] A group, let me pull up an invoice.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Hold on, um,
[CUSTOMER][NEUTRAL] I'm trying to get this invoice to open hold on.
[CUSTOMER][NEUTRAL] 800
[CUSTOMER][NEUTRAL] And 75 375.
[AGENT][NEUTRAL] 800
[CUSTOMER][NEUTRAL] 75.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Alright, and can you verify the contact person we should have on file?
[CUSTOMER][NEUTRAL] It should be me and um [PII].
[AGENT][NEUTRAL] OK, and what about the um contact email we should have?
[CUSTOMER][NEUTRAL] Accounts payable at [PII].
[AGENT][POSITIVE] Perfect thank you and what's a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you so much time to bear with me and let me see what I can.
[AGENT][NEUTRAL] Come up with, uh, I've got a group overpayment of $406.87 from the January invoice. Is that the check you're referring to?
[CUSTOMER][NEGATIVE] Yeah, I don't understand how that can even happen because your system doesn't let me do that.
[AGENT][NEUTRAL] OK, let me take a look and.
[AGENT][NEUTRAL] See if I can assist a little bit more.
[CUSTOMER][NEUTRAL] I'm trying to see if maybe there was somebody that.
[CUSTOMER][NEUTRAL] Dropped out or something like that must have happened that there must have been a credit somewhere that
[CUSTOMER][NEUTRAL] That I didn't see because.
[CUSTOMER][NEGATIVE] I'm not understanding.
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] What this
[AGENT][NEUTRAL] Alright, bear with me, my computer is.
[AGENT][NEGATIVE] And a little tricky right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] OK, it looks like from what I can tell, but what I'll end up needing to do is um get with the billing processor who processed this, um, to verify, but it looks like there's been online payments and checks being sent as well. um, so the last check that was received which was.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Come on computer.
[CUSTOMER][NEGATIVE] The problem with that is that we're set up on auto pay. I would never send a check.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The autopay is the check that I'm talking about. It's autopay through your bank, but then also there's payments being made online as well, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that's where the
[AGENT][NEUTRAL] Overpayments coming from, um, but yeah, like I said, the.
[CUSTOMER][NEUTRAL] Cause I was because.
[CUSTOMER][NEUTRAL] It says here that you guys don't take.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] So basically what you're telling me is that an ACH was done and the check and.
[CUSTOMER][NEUTRAL] The online payment was done.
[AGENT][NEUTRAL] Yes, that's ma'am yes ma'am, that's what it's looking like, but like I said before, I'm gonna have to get with the billing processor when she gets back from lunch and have her take a look at this with me because I'm, I'm a little bit confused as well as, as, as what's going on because some of the notes on here aren't really making any sense to me um so what I'm gonna do is get with her when she gets back from lunch, um, and have her take a look and then either her I will give you a call back, OK, [PII]?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.