AccountId: 011433970860
ContactId: 12df310a-1ac9-47db-8b62-c29ba2d4f4f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 905059 ms
Total Talk Time (AGENT): 280379 ms
Total Talk Time (CUSTOMER): 248537 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/12df310a-1ac9-47db-8b62-c29ba2d4f4f5_20250103T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you this so?
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a group in the line that, um, she believes she should have a credit. Uh, I don't see any credits here, um, but that's what she thinks. Um, I checked the, um, payments invoice and everything it looks like they're just up to date, but I don't see that, um, there's a credit if you can help her with that. Um, the group number is 15906.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I can.
[AGENT][NEUTRAL] OK, and who is on the line?
[CUSTOMER][NEUTRAL] Darla.
[AGENT][NEUTRAL] Darla, OK. All right. I have the group pulled up and I will see what I can find out. You can go ahead and put her through.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] All right, and I verify everything. The callback number is the same one in the system, OK?
[AGENT][POSITIVE] OK perfect thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Mr. [PII]. I got Ms. [PII] on the line. She's in the group billing department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you so much. You're welcome have a good afternoon.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hi, hi, [PII]. This is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][POSITIVE] Good, I'm doing well, thank you. Um, so I have your group pulled up and so let me know that you were calling about some credits that were owed to the group, is that right?
[CUSTOMER][NEUTRAL] Well that's what I'm thinking. I think we may have paid November twice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me see. Let me take a look here.
[AGENT][NEUTRAL] And see what payments we've received.
[CUSTOMER][NEUTRAL] I'm gonna put you down for 1 2nd, OK?
[AGENT][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] Alright, one second.
[CUSTOMER][NEUTRAL] You wish you luck.
[CUSTOMER][NEUTRAL] I want the
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I'm back.
[AGENT][NEUTRAL] OK, um, so just something in here. Oh, that's OK. I understand. I understand completely.
[CUSTOMER][NEUTRAL] I'm doing two things at one time as usual.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, so let me look here. Let me just, um, can I give you some check numbers, um, and that way I can let you know, you know, the check that we've received and then also what we've applied it to, um.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we have check number 250193 and 250294, and both of these applied to November. Um, let me see, well, let's see, it looks like the 250294 looks like we have a note that it was a premium difference for someone.
[CUSTOMER][NEUTRAL] 24.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I don't even have that one. Do you have um 251, uh, well, this is a December check we just discovered it's 251-080.
[AGENT][NEUTRAL] OK, I think that's this one let me open it.
[AGENT][NEUTRAL] 251-070, is that what you said? I'm sorry, 078.
[CUSTOMER][NEUTRAL] 80.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] 251-080.
[CUSTOMER][NEUTRAL] 25 1080.
[AGENT][NEUTRAL] OK, so I have 251-078 um let me see what that applied to um looks like that was sent with the December invoice.
[CUSTOMER][NEUTRAL] 251.
[CUSTOMER][NEUTRAL] 078251078.
[AGENT][NEUTRAL] And that's stated.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, let's on the day.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think that check is 251-0 it might be our numbers might be off because I thought I, I thought I can't talk 251,080 is what I show and you say 251078.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] For 1,14185.
[AGENT][NEUTRAL] Yes ma'am, dated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, [PII] and then the 250193 is for the same amount, right? 1,14185.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um, yes, mhm.
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] OK, and that is for.
[AGENT][NEUTRAL] Let's see, that one is for November.
[CUSTOMER][NEUTRAL] October I'm guess.
[CUSTOMER][NEUTRAL] That's November. OK, so 250294. What is that one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] 5094.
[AGENT][NEUTRAL] Um, I'm not seeing that one. I have
[CUSTOMER][NEUTRAL] I thought you just gave me that number.
[AGENT][NEUTRAL] What what was it again? I'm sorry.
[CUSTOMER][NEUTRAL] Promise
[CUSTOMER][NEUTRAL] That's OK, 250294.
[AGENT][NEUTRAL] 250294. Um, no, I think it was.
[AGENT][NEUTRAL] I don't have one for that one. Let me see. I'm sorry.
[CUSTOMER][NEUTRAL] Maybe it's that's OK. Maybe it's the 250193.
[AGENT][NEUTRAL] I have
[AGENT][NEUTRAL] Let me see, let me move these back out of the way, um, the one that I gave you for the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Small one that that was it. I'm sorry 250294. That one is only for $137.56. Um, let me look at the information that was received with it. Um, it looks like it was.
[CUSTOMER][NEUTRAL] OK, yeah that might be catching up somebody.
[AGENT][NEUTRAL] I think it was that's what it says on here it's got two different invoice numbers, but I think it was supposed to be um like making up premium on somebody.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, um, OK, yeah that's what I thought. Alright, hang on one second, the girl that cuts the check, I'm gonna go get her real quick an[PII] I'll be right back, OK?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sure. No problem.
[AGENT][NEUTRAL] Are you still there, ma'am?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK ma'am, I'm gonna let you talk to [PII] because she's the one that cuts the checks and I think the numbers are off just a little bit. Hold on one second, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] There you go. Hi, OK, um, do you have all the check numbers that have been issued from us on this?
[AGENT][NEUTRAL] Um, so I can give you the check numbers that I have and let you know what month they paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, so we'll start with the most recent that we received for December, and that's check number 251078.
[AGENT][NEUTRAL] And that's dated [PII].
[CUSTOMER][NEUTRAL] 78.
[CUSTOMER][NEUTRAL] And that's for December?
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then for November, we have check number 250193.
[CUSTOMER][NEUTRAL] OK, so that's November. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then October, so we have 250-127.
[CUSTOMER][NEUTRAL] And that was October.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then September, I'm not sure how far back you need me to go, but September is.
[CUSTOMER][NEUTRAL] I think that's
[AGENT][POSITIVE] That's good.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] It's what um I no, no, I think September is gonna be the last.
[AGENT][NEUTRAL] OK. September is 249657.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now so you're showing we're caught up through.
[CUSTOMER][NEUTRAL] Um, December, y'all are just waiting on January payment, OK, and you have not received.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 251-080 correct.
[AGENT][NEUTRAL] Um, I don't see that one here. Do you know?
[CUSTOMER][NEUTRAL] See, I think
[AGENT][NEUTRAL] When, what that was stated.
[CUSTOMER][NEUTRAL] Um, no, I, it was cited [PII] also, um, so yeah, um.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Let me check one other place real quick just to make sure.
[CUSTOMER][NEUTRAL] OK, and I, I can, I don't know to be honest, if it's cleared or not our bank. I haven't checked that far gone that far, so it might be something I have to do, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] know
[AGENT][NEUTRAL] Let me look here real quick and see if it's not been processed yet.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, looks like we have it, but it's not marked as complete we um.
[AGENT][NEUTRAL] Looks like we have it. One of our processors has it. OK, 251-080, yes, and so that's the one that we're getting ready to apply to January. It looks like that one just came in.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So I don't need to pay the January bill then.
[AGENT][NEUTRAL] Um, it looks.
[AGENT][NEUTRAL] Right, because it looks like this one was sent with the November invoice but we're gonna apply that to January so the group will be caught up.
[CUSTOMER][NEUTRAL] OK, OK, so don't play, don't pay January, um.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] And then just go from February, OK, and what, what was your name again?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], all right, sounds good thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, no problem. Is there anything else I can help you guys with?
[CUSTOMER][NEUTRAL] No that was it thank you.
[AGENT][POSITIVE] OK, you're very welcome thank you for calling APL and I hope you guys have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.