AccountId: 011433970860
ContactId: 23992d39-dcd2-4cc1-ac85-8d2ad73dd4f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 595419 ms
Total Talk Time (AGENT): 134894 ms
Total Talk Time (CUSTOMER): 142465 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/23992d39-dcd2-4cc1-ac85-8d2ad73dd4f8_20250224T13:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is uh [PII]. I'm with the Lio Mountain volunteer fire department and we have a bill and we paid it and then we got another one so we wanted if you ever got the check because we mailed it on [PII].
[AGENT][NEUTRAL] OK, and what was, what month was the check for?
[CUSTOMER][NEUTRAL] Uh, I need the invoice not for a month. I think we'll say quarterly or something, but let me see, uh.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The invoice date, I, I don't see it on. I'm looking at the bill because they have a they only just says it was mailed the 126-25.
[AGENT][NEUTRAL] It should say what month the invoice is for is it January, February?
[CUSTOMER][NEUTRAL] You want the you want the.
[CUSTOMER][NEUTRAL] Yeah, I, I'm looking, I'm, I'm looking, I'm looking.
[AGENT][NEUTRAL] Well you can give me number. I can search it that way.
[CUSTOMER][NEUTRAL] Yeah, what do you want the group number or the invoice number?
[AGENT][NEUTRAL] Both
[CUSTOMER][NEUTRAL] Both OK, group number is 26174.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Invoice number is 0006380693.
[AGENT][NEUTRAL] OK, and what's a good phone number to call in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What were the last four digits again please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, you're cutting in and out. One moment.
[AGENT][NEUTRAL] OK. I have group number 26174 pulled up. [PII], what's the group name?
[CUSTOMER][NEUTRAL] 5 Omo of volunteer fire department.
[AGENT][NEUTRAL] OK, do you have the address for that location?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it and I got the phone number.
[AGENT][NEUTRAL] And did you say that you're the group admin or you're the broker?
[CUSTOMER][NEUTRAL] I'm not either. I'm the, uh, I, I'm, I'm the vice president of the fire department and I pay the bills.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] Got it, thank you.
[AGENT][NEUTRAL] Alright, so let me look at the invoices here.
[AGENT][NEUTRAL] And you said that you paid for them you paid the January and February invoice?
[CUSTOMER][NEUTRAL] I paid for the invoice you sent me this this one on here, the invoice so it's uh 693 it was 72801. We paid that on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you should, you should have got it by now.
[AGENT][NEUTRAL] Yeah, let's check. Give me 1 2nd.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] We just don't wanna double pay and then y'all have to go back pay us or give us credit and all that other good stuff.
[AGENT][NEUTRAL] Understand that.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, I am going to get you over to the group billing department, Carl, you said the amount paid was 728.01?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what date was that made?
[CUSTOMER][NEUTRAL] [PII], well, we may, we mailed a check on, uh, [PII].
[AGENT][NEUTRAL] [PII]. Do you have the check number?
[CUSTOMER][NEUTRAL] Yes, I do, uh, 11:20.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 11:20. OK, give me one second, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is Motte group billing. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. Um, hey, I have the, uh, he said he's the vice president of the company, uh, with group number 26174.
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] [PII] is his name.
[AGENT][NEUTRAL] I don't see him listed as an admin or anything. He said that he pays the bills.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he is uh wanting to verify that we received a check.
[AGENT][NEUTRAL] That they mailed to us on [PII].
[AGENT][NEUTRAL] So let me back up and give you the group number.
[CUSTOMER][NEUTRAL] 26426174.
[AGENT][NEUTRAL] Uh huh, and it's he's the invoice is 638.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0693.
[CUSTOMER][NEUTRAL] OK. And what's his name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, and um a good call back number just in case.
[AGENT][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And he's wanting to uh verify that we received a check.
[AGENT][NEUTRAL] Right. Um, he said the check amount is $728.01.
[AGENT][NEUTRAL] And the check number is 1120.
[AGENT][NEUTRAL] And he said it was mailed to us on [PII] on [PII].
[CUSTOMER][NEUTRAL] OK, I can help him with that. Um.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] The cinema.
[AGENT][POSITIVE] OK. All right, thank you, have a good day.
[CUSTOMER][POSITIVE] You too dear. Thank you.