AccountId: 011433970860
ContactId: 0b227938-5fce-49e1-a59f-52d3504d98ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 520217 ms
Total Talk Time (AGENT): 328861 ms
Total Talk Time (CUSTOMER): 205637 ms
Interruptions: 9
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0b227938-5fce-49e1-a59f-52d3504d98ab_20250114T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I have broker, uh, [PII] on the phone. It's for group number 25717. He actually requested you.
[AGENT][NEUTRAL] You can send it to me.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] You can send them to me.
[CUSTOMER][NEUTRAL] Oh, OK, you know who he is?
[AGENT][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Oh OK alright thank you [PII] here he comes.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII], this is [PII]. I'm calling you about the City of Hominy.
[AGENT][POSITIVE] Yes sir, what can I help you with?
[CUSTOMER][NEUTRAL] Uh, so they called, the mayor actually called this morning and said that the city clerk has been trying to get through and hasn't been able to get anybody on the phone to help her kind of get the billing. I know it goes back over a year, uh, but the billing issues reconciled, so I was wanting to see if someone could call them directly and kinda figure out what they need to do to get their uh account balanced out.
[AGENT][NEUTRAL] OK, so currently what the issue that's going on is we have [PII] as our contact on file for uh City of Hominy and the billing processor has tried to reach out to her several times because we're needing some kind of deduction register in order to process the payment that we have in house for the January invoice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um [PII], who is the billing processor, has, like I said, has reached out to her several times and she's either not available or not there so a message has been left and then the person that calls back um to speak with [PII] or to speak with somebody is not on our authorized um person to speak with.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and so that's really where the problem lies is we've got a, we can only speak to [PII] or you, um, so.
[CUSTOMER][NEUTRAL] OK. That makes sense.
[CUSTOMER][NEUTRAL] OK, how can we get, I know who you're talking about. Her name's [PII]. How can we get her added?
[AGENT][NEUTRAL] [PII], yes, we need, yeah, [PII] needs to, um, she can shoot me an email, um, directly and I can get it updated in our system and then we can speak with [PII], but that's, that's the issue that we've been having for about a week and a half is every time [PII] calls we, we can't speak to her. So then we reach out to [PII] and it's just been a back and forth tag tag you're it, tag I mean it type thing and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and [PII] is a little more uh.
[CUSTOMER][NEUTRAL] Yeah, [PII]'s, so that, that kind of happened because the old former city clerk was just abruptly terminated. [PII] hadn't been hired yet. [PII], yeah, that the.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Oh yeah, OK, so.
[AGENT][NEUTRAL] So if, so if, if the, if [PII] is needing to be the main contact and [PII], [PII] kind of like um an authorized contact, we just need to simply have that in writing so we can update our records and then we can speak freely to [PII] anytime we want um but that's, that's what's been going on for about a week and a half, um, is, it's just been back and forth and.
[AGENT][NEUTRAL] Like I said, every time [PII] called [PII], yes sir, yes sir. And, and [PII]'s reached out to [PII] through email as well, um, and has not really gotten anywhere either. Um, and so I told [PII] yesterday after [PII] called again, um, to reach out to her both via phone call and email and let her know that if she can't get [PII] on the phone that she can speak with me because I'm, I'm familiar with the group.
[CUSTOMER][POSITIVE] OK, it makes a lot more sense getting that from you than it did over there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but that ultimately, we need to have it updated in our system.
[CUSTOMER][NEUTRAL] Yeah, you've got emails going back to [PII].
[AGENT][NEUTRAL] No, no, no, no, no, um, we just, we just simply need some kind of deduction register mark off, um, some kind of backup in order for us to process the January invoice that we received because we received several checks and just no kind of backup.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, and I think that was.
[CUSTOMER][NEUTRAL] That was a lot of her frustration. She just wasn't OK. I, I, this makes a lot more sense now.
[AGENT][NEUTRAL] Yeah, [PII] just wasn't sure what we were asking for, but we couldn't tell her what we were asking for because she's not an authorized contact.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So there's not not like not not a form or anything we could send in to do that. It just, it has to be an email from [PII].
[AGENT][NEUTRAL] Yeah, yeah, or you, um, it can be from you, but I would, I would also suggest putting [PII] on there just so just in case if anything comes back we are always we're both covering our our rear ends, um, but yeah just you can shoot me an email directly um and just let me know that [PII] is the main contact and [PII] is the backup to update it to her information and then like I said um we'll get it all updated in our system and.
[CUSTOMER][NEUTRAL] Oh, from me? I'll send it to you right now.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Be able to go from there.
[CUSTOMER][NEUTRAL] All right, yeah, they were wanting someone to call him and I was like, well, I don't know. So I'm off this week, but I'll help you guys.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, so that's, that's all it was. And again, I, I apologize for probably the headache that it's caused crayling as well. Um, but, uh, it's just we, we can only do.
[CUSTOMER][NEGATIVE] Well, it's, it's, it really, really boils down to their, their former city clerk was just writing checks with no, if she was even send it like I think you guys, she was behind 6 or 8 months, you know, the health insurance carrier only did not turn them because we found out about it and
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] We actually, um, like,
[AGENT][NEUTRAL] And it took, it took me months to, to figure to get everything caught up and figured out and yeah.
[CUSTOMER][NEUTRAL] Oh, it, it took us, it took one of my office ladies 60 days of that being her full-time job.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I actually had to run up there physically pick up checks and drop the health insurers local in [PII], and I had to physically drop off checks to keep them from being termed and what started that was the checks she gave us, they were all written for an even amount. There were no, no sense. It was like 8000, 12,000. They were all just dead zero even. So then that raised
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And that, that, that this is just not even possible 90% of the time.
[CUSTOMER][NEUTRAL] There, there's no way that can happen, right? So all these red flags come up and then a week later they fire her, but it's none of the accounts are balanced, so it's still um
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] It just ends up being a mess on everybody's end.
[CUSTOMER][NEUTRAL] All right, I
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, [PII] got promoted, so that's
[CUSTOMER][POSITIVE] I'm sending you the email for me right now.
[AGENT][NEUTRAL] OK perfect and like I said once I get it I'll update the system and then I'll, I'll shootraland an email and let her know what we're needing and but I'll also put the her actual billing contact on the email.
[CUSTOMER][NEUTRAL] Do you have, do you have, do you have her email address or do I need to include it on here?
[AGENT][NEUTRAL] [PII]'s, no. Include, yeah, include both [PII] and [PII] cause yeah, I don't, I don't have any of that information on my end. I have [PII]'s but.
[CUSTOMER][NEUTRAL] You don't have
[CUSTOMER][NEUTRAL] Oh, I gotta find it.
[AGENT][NEUTRAL] It's probably [PII], whatever her last name is, [PII]. That's what [PII]'s is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, I've got it right here hold up.
[CUSTOMER][NEUTRAL] Copy.
[CUSTOMER][NEUTRAL] You need both 3 emails on this? or you have [PII] that's, right?
[AGENT][NEUTRAL] Um, yes, just, I have [PII]'s, but just put her on there just so she, she knows what me and you were doing and discussing and talking about sort of things that everybody's on the same page, even though she's not gonna be the main person.
[CUSTOMER][NEUTRAL] Got it. I uh.
[AGENT][POSITIVE] I just would like to have everybody involved on the same email, so we're all on the same page ultimately.
[CUSTOMER][NEUTRAL] Do you want me to CC them on it or just put those in the in the subject?
[AGENT][NEUTRAL] Uh, it, it doesn't matter. It's CC their, their email address on there and then I'll see their email address and be able to update our system accordingly.
[CUSTOMER][POSITIVE] OK, I got you right here.
[CUSTOMER][NEUTRAL] I see see their account manager in my office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, we should be good to go.
[CUSTOMER][NEUTRAL] Right. Everybody's on there.
[AGENT][POSITIVE] All right, perfect. And like I said, [PII], once I get that, I'll update our system and email everybody back, um, and let them know that it's all been done and squared away and then um we'll get with me or me or [PII] we'll get with Cra on as far as reconciling the January invoice.
[CUSTOMER][POSITIVE] Got it. I appreciate it, OK.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Alright bye.