AccountId: 011433970860
ContactId: 0f1213de-0593-453a-bc9c-411fff873fbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 661380 ms
Total Talk Time (AGENT): 295665 ms
Total Talk Time (CUSTOMER): 295478 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/0f1213de-0593-453a-bc9c-411fff873fbb_20250205T20:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello Ms. [PII], this is [PII] in customer service. How are you there?
[AGENT][POSITIVE] Hey, I'm good. How about you?
[CUSTOMER][POSITIVE] I am great, um, Mr. [PII], I, I have a bookkeeper on the phone who needs some billing assistance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is group number 25595.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The Council for Quality Education DBA Lake Forest.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Anything particular they're inquiring about?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I, I was gonna let you know it's [PII], uh, you see her name there. It is [PII]. We verify the address, email, phone number, uh, yes, she started asking about an in a Dvo, a Dvoice help me December.
[CUSTOMER][NEUTRAL] December invoice number 6,377,800.
[CUSTOMER][NEUTRAL] And she, I think it's, I believe her question was, did we receive the check in the amount of $4680.72?
[AGENT][POSITIVE] OK, yeah, I can take her, yeah, we did, we did receive it.
[CUSTOMER][NEUTRAL] Oh, you're also that I believe that's how she asked me. I'm sorry, I was trying to get everything as much information as I, as I could.
[AGENT][NEUTRAL] That's actually, that's um
[AGENT][NEUTRAL] No, no, no, it's fine. That invoice number you gave me is actually the January invoice, but we've received both of those payments.
[CUSTOMER][POSITIVE] OK wonderful. Alright, so maybe I misunderstood, miss, and it is [PII], [PII], right, because I was calling her [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, that's what we do in the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. Have a good day. Bye.
[AGENT][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the billing department. I understand you have a question about a payment that we received.
[CUSTOMER][NEUTRAL] Yes, I do. I'm sorry, you said your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK [PII], um, yes ma'am, with, uh, and that invoice yeah I'm not sure if she gave you the information of 637 she did OK, I showed that we sent that in December and I happen to be logged in on the website and it's showing that you have received that payment for that invoice, but then we sent out another in January we sent out payment by accident.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] For the exact same dollar amount, um.
[CUSTOMER][NEUTRAL] For 4680 72 and we sent that out on [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And check number 9992662.
[AGENT][NEUTRAL] Let me get that real quick. 999. What was that?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 9992662 for 4,68072.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can see if we've received that check.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] I believe I know how to look for this. I apologize. I'm still learning the ropes and I think someone was just showing me the other day on how to search for an actual just a check number. So let me see if this works.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] That I remembered correctly.
[AGENT][NEUTRAL] I tell you what, would you give me the check number of the first one you sent for that invoice?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Absolutely let me go ahead and click out of this and.
[AGENT][POSITIVE] Cause if it comes up, I know that it, you know, I'm looking the right way.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, the first one was check number 9992636.
[AGENT][NEUTRAL] 36, OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] No, here we go.
[AGENT][NEUTRAL] OK, I found that one, so the one that we did receive ending in 2636.
[AGENT][NEUTRAL] OK, so now I can look for the other one since I know I got that right.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] Let me go back to that.
[AGENT][NEUTRAL] I do not see that we've received that yet and I don't know why that would be what address did you send that to the same one as the.
[AGENT][NEUTRAL] First one?
[CUSTOMER][NEUTRAL] I'm gonna Kia.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I did receive an email it was to your address in [PII] and I now have received an email that we need we need to update to [PII] City.
[AGENT][NEUTRAL] And what address was that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, and I'm not sure it shouldn't be the reason why we haven't received it because we were still accepting stuff at that address. Um, what it is is we've closed that account and opened up with our home office in [PII]. We've opened up a bank up there in Bank Bank of Oklahoma and um it shouldn't have been rejected just because it went there. We were still accepting stuff in the interim, but um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I do not have that 2nd 1.
[CUSTOMER][NEUTRAL] You do not you have no record of that one, OK, that's what I wanted to make.
[AGENT][NEUTRAL] I, I'm not seeing it. No, ma'am.
[CUSTOMER][NEUTRAL] That's what I wanted to make sure before me moving on doing whatever I need to do in order to get that money back um but I wanted to check with you first.
[AGENT][NEUTRAL] Right, I'm, I'm, I checked for the check number and I was able to find the first one so I know I'm looking in the right place, but um.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And you have the number of [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me just, let me just do this one more time just to be on the safe side.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Check
[AGENT][NEUTRAL] Yeah, no, ma'am, I don't see it and I'm also looking in uh payments that have not been processed and posted yet and I'm not, I'm not seeing that but I'm gonna make sure if I look in all places.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's not there.
[AGENT][NEUTRAL] No ma'am, I don't see it so I would say it's probably safe to put a stop payment on it, um, unless you would I I mean I don't know why you would, but unless you wanted to see if it still got to us, we could always apply it to the February invoice, but if you would like to just stop payment on that and um.
[CUSTOMER][POSITIVE] Right, exactly.
[AGENT][NEUTRAL] You know, pay that one at another time that whatever works best for you guys.
[CUSTOMER][NEUTRAL] OK, you wanna know the weird thing right now?
[AGENT][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] I just went into my bank account and I did search for that for that check number right now and it is showing that you did deposit it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It did get deposited. OK, so if it does that, let me get in contact with the person that works the lockbox, um, for those types of payments, and I will see if she can find it for me because.
[CUSTOMER][NEUTRAL] It did get deposited.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I searched the first check number and I was able to find it but it doesn't matter where it was applied even if it was misapplied it would still find that check number so it didn't come up with anything so let me.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me get with her.
[CUSTOMER][NEUTRAL] OK, not a problem and and the other thing is I'll tell you is it's showing that if this helps you in any way um it's showing that it it has Regions Bank in your [PII] office.
[AGENT][NEUTRAL] And find out exactly.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And it was deposited on [PII].
[AGENT][NEUTRAL] You know what, I just
[CUSTOMER][NEUTRAL] That's what it's showing.
[AGENT][POSITIVE] Oh my goodness, I sincerely apologize. I think maybe I just assumed that you were one of my groups for whatever reason, even though it was just a transferred call. I was looking under my payments and um you're actually in the [PII]'s groups and I have found the check and I sincerely apologize. It is here.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, so we.
[AGENT][NEUTRAL] I don't know what made me think that you're one of my groups.
[CUSTOMER][NEUTRAL] That's OK, that's OK, um, where did, where did it get applied?
[AGENT][NEGATIVE] It has not been applied yet. That's the what I was, uh, insinuating with you're not one of my groups, it's not one of the payments that I need to process. It's, uh, one that has to process and, um, we received it looks like on the [PII] and um it just hasn't, I apologize, it hasn't been processed yet. I know she's going through some training right now and when we first received it, you guys didn't have any new invoices yet, so it was just kind of put to the side saying hey there's no invoices to apply this to.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can send her a note and ask her since it's the same exact amount I can have her apply it to your February invoice or.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Absolutely that's great and would you just do me a favor, [PII] since I'm, I'm agreeing exactly what you're saying that you're gonna send her an email, would you please cop and copy me on that so I can have it attach with the invoice to show that we paid it.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Absolutely, let me see and make sure, um, am I gonna be sending this to the invoices at Lake Forest Charter?
[CUSTOMER][NEUTRAL] Yes, you can send it to.
[CUSTOMER][NEUTRAL] Yes ma'am, that is correct, and would you just note on there that we are asking you to apply this check number to in to the February invoice 638-0417?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I sure will, and I will make sure, uh, [PII], I'll put a note on that payment and then make sure I copy her on the email.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect thank you [PII] I appreciate the help.
[AGENT][POSITIVE] Yeah, I'm sorry about that, no.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEGATIVE] I would not do that in the future.
[CUSTOMER][POSITIVE] No, that's quite all right thank you so much. I'm just glad you were able to help me.
[AGENT][NEUTRAL] Yes, ma'am. Was there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] Absolutely not. That was it. um I'm fine with that. Thank you again and have a nice evening.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you for calling HL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.