AccountId: 011433970860
ContactId: 1d68f521-aceb-44b3-82a1-b81333fc904d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184009 ms
Total Talk Time (AGENT): 77483 ms
Total Talk Time (CUSTOMER): 56387 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/1d68f521-aceb-44b3-82a1-b81333fc904d_20250422T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII] with Thi Agency. I just made a payment on our April invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And my invoice says the amount due was 277.85 but on the receipt I got for payment, it's only for 12173.
[AGENT][NEUTRAL] OK [PII], what's the group number again please?
[CUSTOMER][NEUTRAL] 262-33
[AGENT][NEUTRAL] OK, give me one moment please.
[AGENT][NEUTRAL] OK, can you verify the name of the group for me, [PII], please?
[CUSTOMER][NEUTRAL] Uh, think Agency.
[AGENT][POSITIVE] That's correct, yes, ma'am. Thank you. And what's that billing address as well?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you [PII], and can I get your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, [PII]. OK, we're looking, you said you just made a payment for the April invoice, is that correct? And it's showing a different amount?
[CUSTOMER][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] OK, let me look at that for you, [PII]. Give me just a moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] The bill amount was for 27785.
[CUSTOMER][NEUTRAL] Right, so my receipt that she emailed me is for 12173, so I'm not sure where the disconnect came from.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh OK
[AGENT][NEUTRAL] OK, let me see what she know just give me just a moment.
[AGENT][NEUTRAL] OK, I see. I don't know where that receipt came from because I do see where it was processed for 277-85. Let me see if I don't know if maybe.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Wrong thing was sent. I do apologize for that, but yes, ma'am, I do see that she did take the payment for the total due of the 2778. OK, um, I apologize for that. I'll see if I can resend it to you, OK? Um, I don't, I'm, I'm sure, yes, ma'am, I'm sure that I can. Let me work on that and I will get it sent to you, OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great.
[CUSTOMER][POSITIVE] OK, that would be great I would appreciate it thank you.
[AGENT][POSITIVE] Yeah, absolutely. You're welcome. You have a great day. Is that all I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] OK. You're welcome. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.