AccountId: 011433970860
ContactId: 21215612-49da-4086-8bb2-09d35538e253
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352869 ms
Total Talk Time (AGENT): 92026 ms
Total Talk Time (CUSTOMER): 109203 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/21215612-49da-4086-8bb2-09d35538e253_20250225T17:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I spoke with [PII] yesterday. Um, it was regarding, because I noticed, um, we have a return payment for January that came back in our bank, but I don't see that on the portal. So I just wanted to confirm if payment was indeed not received on your end for January.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and I can help you with that. What is the group number?
[CUSTOMER][NEUTRAL] The group number is 23524.
[AGENT][NEUTRAL] And what is the group name and address?
[CUSTOMER][NEUTRAL] Group name is Grace Foods USA Inc 5 at [PII].
[AGENT][NEUTRAL] And what is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm checking on that, so bear with me just one second.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And you're checking on the January?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm showing that that January payment was received.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, but do you have any, so do we have an open balance besides the March invoice?
[AGENT][NEUTRAL] That March invoice is the only thing I'm showing.
[AGENT][NEUTRAL] Open
[CUSTOMER][NEUTRAL] Oh, interesting.
[AGENT][NEUTRAL] But let me, let me get you to our billing department just to make sure, OK, [PII]?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. I have group number 23524 on the line.
[CUSTOMER][NEUTRAL] 4, right.
[AGENT][NEUTRAL] [PII], and I have [PII] on the line.
[AGENT][NEUTRAL] And she is calling, she said that they received a payment back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she was calling to make sure that the, the January.
[AGENT][NEUTRAL] Payment was made and I told her that I do see that the January and February payments have been received and the March is the only open invoice and she said she's not uh she has further questions regarding that payment back and
[CUSTOMER][NEUTRAL] OK, uh, yeah, you can go ahead and send me over.
[AGENT][NEUTRAL] The
[AGENT][POSITIVE] All right, thank you for your hold just one moment, let me get her on the line. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] [PII], thank you for your patience. I have Bree on the line. She's checking further on that for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And she'll be able to assist you further, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Thank you, bye-bye.
[CUSTOMER][NEUTRAL] Hi. Hi, [PII], this is in the billing department. How are you?
[CUSTOMER][NEUTRAL] I'm good how are you? I'm doing well so I understand that you um got a notification that one of your uh payments was returned um but it's showing paid um in the portal, correct? OK, yeah.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] We do have someone that handles um NS NSS so let me see if.
[CUSTOMER][NEUTRAL] Maybe they have that.
[CUSTOMER][NEUTRAL] Sorry, just give me one moment. Just let me see if I can get that NSF report pulled up and see if your group is on there.
[CUSTOMER][NEUTRAL] Um, are you seeing a date, um, when it shows that it was, uh, returned?
[CUSTOMER][NEUTRAL] Yes, I think it was [PII].
[CUSTOMER][NEUTRAL] [PII]. Mhm.