AccountId: 011433970860
ContactId: 0a487510-6175-48dc-a702-32ca885d712c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251240 ms
Total Talk Time (AGENT): 129333 ms
Total Talk Time (CUSTOMER): 116158 ms
Interruptions: 3
Overall Sentiment: AGENT=2.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/0a487510-6175-48dc-a702-32ca885d712c_20250203T16:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling ABL. This is Molero billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got, hey, I've got uh [PII] on the phone with group number 25798.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] I have verified him.
[CUSTOMER][NEUTRAL] And the number he's calling from is a good call back number?
[CUSTOMER][NEUTRAL] He had been talking with [PII] about his November invoice and he said that the group sent in the wrong remittance, but if the correct one is sent in they should be paid up and he just needs assistance.
[AGENT][NEUTRAL] OK, so you've got [PII] on the phone and he's calling about the November invoice, is that correct?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. Oh, you said [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the good callback number is the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], yes, that's correct.
[AGENT][POSITIVE] Thank you so much. And I can help you with that. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK. Thanks, [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You have a good day bye bye.
[AGENT][POSITIVE] You as well. Thank you. Bye bye.
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in group billing. um, [PII] said that you are calling.
[AGENT][NEUTRAL] About your November invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can help you with that. And a good callback number for you is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Mm, thank you so much. OK, so let me look at what we have.
[CUSTOMER][NEUTRAL] So I've been trading emails with Bree, um, and so maybe, maybe I should just let that run its course. I'm just trying to, I, I was trying to, I wanted to just talk to her and make sure that I mean it, it's kind of drug out a little bit and partly because I haven't been very responsive, um, but I just don't need any more emails on this one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure it's closed out, I closed down because the amount that's that the, the, the client sending the wrong remittance advice that says December and so it should have been applied to November.
[AGENT][NEUTRAL] I get it. I get it.
[AGENT][POSITIVE] OK, we can handle, I can, I can help them with that. We can get that taken care of. That's not a problem. Um, so,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The premium that they sent in that went to the December should actually went in the other half of the November, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. That's not a problem. We can help you with, I mean, we can get that taken care of and I will get with free and let.
[CUSTOMER][NEUTRAL] Can, can you tell me how much is left? I just wanna make sure that the November invoice is paid. That's what I'm, that's what I'm trying to accomplish with this call. So, so, uh, can you tell me what's outstanding on the November invoice?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Well, it was the 1990 $1981,998.70. So we can get that, but that's not a problem. We can get that taken care of.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So it's gonna match up and everything's gonna be great.
[AGENT][NEUTRAL] Yes, sir. It will be, and I will get with Bree and let Bree know.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] OK, well I think she'll know from the email. I just needed to confirm that and, and, uh, so because I'm gonna be away from office the rest of the day and just didn't want that to drag out any longer, um, and so, OK.
[AGENT][NEUTRAL] I get that. I understand.
[CUSTOMER][NEUTRAL] And uh and and then uh and then they should be paying that December invoice over here next week so.
[AGENT][POSITIVE] OK. We can, we, we can take care of that. Is there anything else, [PII], that I can help you with?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be it thanks so much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Great thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yeah.