AccountId: 011433970860
ContactId: 2a6357c4-e0b1-4a13-8da1-6a3c867990e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296260 ms
Total Talk Time (AGENT): 139243 ms
Total Talk Time (CUSTOMER): 114001 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/2a6357c4-e0b1-4a13-8da1-6a3c867990e4_20250114T20:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey, it's [PII]. How are you?
[AGENT][NEUTRAL] I'm good, [PII]. What's going on?
[CUSTOMER][NEUTRAL] Oh my [PII], Goodwill is gonna drive me crazy.
[AGENT][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] I need your help.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We had worked through, we had worked through the other issue where I had asked you guys why she didn't have um access do you remember?
[AGENT][NEUTRAL] We're still higher
[AGENT][NEUTRAL] Yeah, the invoice?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so now she's insisting that her and this is [PII], she's insisting that her accounting department told her they only sent APO one payment for 56554, um, not a payment for January. Can you, is there a way to get canceled check.
[AGENT][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And one on the left already hired right.
[CUSTOMER][NEUTRAL] Um, or copies of the text you received.
[AGENT][NEUTRAL] Um, yeah, let me look, what's the group number by chance? I can't remember.
[CUSTOMER][NEUTRAL] Um, 18123 is one of them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see because I was addressing one issue at a time. Let me see what her issue is on the other one.
[AGENT][NEUTRAL] Looking at your average.
[AGENT][NEUTRAL] I can tell you when they've made payments. I can tell you exactly um on.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I see it. I'm on the, I'm on the portal and I've opened up the invoice, um, and she's saying.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] but
[CUSTOMER][NEUTRAL] Let me read it to you. She says.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] I'm still confused with APL's January invoice. I checked with the accounting department, and the last payment sent to APL was on [PII] for 5655454. The second attachment is the cover page on [PII] invoice that has not been paid. The third attachment is the email from our accounting department confirming that only one payment was sent to APL for this group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] I'll
[AGENT][NEUTRAL] that
[AGENT][NEUTRAL] Here
[AGENT][NEUTRAL] just slightly above.
[AGENT][NEUTRAL] Um, OK, on [PII] we received $565.54 that was applied to December.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We received $565.54 and it was applied to January.
[CUSTOMER][NEUTRAL] Do you have the check numbers that you received?
[AGENT][NEUTRAL] I don't have the check numbers. I have the invoice numbers. I'd have to get you over to uh billing for them to be able to um.
[AGENT][NEUTRAL] Well, hold on a minute, hold on. There might be a place I can.
[CUSTOMER][NEUTRAL] OK, yeah, initially I was trying to get a hold of [PII].
[AGENT][NEUTRAL] Let me look, hold on just.
[CUSTOMER][NEUTRAL] But then I heard broken resources. OK.
[AGENT][NEUTRAL] Let me see if I can find if they've already like archived them, um.
[AGENT][NEUTRAL] do
[AGENT][NEUTRAL] Here's a, I, I, I would put the trans rate.
[AGENT][NEUTRAL] I used to like
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Trans rates ETL.
[AGENT][NEUTRAL] ET
[AGENT][NEUTRAL] No, I don't have access to them, so let me see um if somebody in billing can uh pull the um.
[AGENT][NEUTRAL] Check numbers for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on tight for me, uh-huh.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Thanks. You are on hold.
[CUSTOMER][NEUTRAL] Sing
[AGENT][NEUTRAL] down the bottom
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and Group Billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] Resources. How are you today? Pretty good. I've got [PII] with NAS on the line. Um, she is calling about two groups. They are related, um, Goodwill, and it's 15434.
[CUSTOMER][NEUTRAL] I'm doing fine, [PII]. How are you?
[AGENT][NEUTRAL] And 18123 she is just needing some check numbers for payments that we received for December and January. Can you help her with that?
[AGENT][NEUTRAL] Uh, so I would take
[CUSTOMER][POSITIVE] Yes, I can help her with that.
[AGENT][POSITIVE] OK, I'm gonna join you in.
[AGENT][NEUTRAL] [PII], I have my list.
[CUSTOMER][POSITIVE] Hi, thank you.