AccountId: 011433970860
ContactId: 2ce3a8e4-d6ec-4d29-9479-1f9d98cedb09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469760 ms
Total Talk Time (AGENT): 184689 ms
Total Talk Time (CUSTOMER): 158092 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/2ce3a8e4-d6ec-4d29-9479-1f9d98cedb09_20250226T15:26_UTC.wav
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[AGENT][NEUTRAL] Yeah, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm calling from IT Financial. Our client number is 258-82.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Um, we recently were reinstated through our agent, and I wanted to catch up the payment, but none of the invoices are in my portal for me to pay from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I don't know if you do a payment over the phone. How, how do you manage that?
[AGENT][NEUTRAL] Let's see here let me pull it up for you real quick.
[CUSTOMER][NEGATIVE] We moved recently and I guess some of the, the notices that you sent out weren't being forwarded to us on a timely basis.
[AGENT][NEUTRAL] Oh, yes sir.
[AGENT][NEUTRAL] All right, I apologize. What did you say your name was?
[CUSTOMER][NEUTRAL] This is [PII]. I'm the CFO of the company.
[AGENT][NEUTRAL] Oh, OK. Would you mind uh just verifying your physical address and uh phone number for me?
[CUSTOMER][NEUTRAL] The new num the new physical address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] As in [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] 0, [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII]. I misspoke.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] My desk number is [PII].
[AGENT][POSITIVE] All right, that's exactly what we have here, so.
[AGENT][NEUTRAL] Let me see here what we've got.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So usually, you know, when my bill comes in the mail, I go in the portal. I, I set up the payment. Well, now they're not sitting there for me to approve and, and send, so I can't pay it through that method. And there's no instructions on the bill saying where does, you know, how to send a wire or whatever, so.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] I believe it is because um do you know when they uh sent you the notification that you were reinstated?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know when that was?
[CUSTOMER][NEUTRAL] It was about a week ago. My agent forwarded it to me.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And they should have generated. I was gonna say maybe it's because they haven't generated the new invoices since reinstatement, but let me.
[CUSTOMER][NEUTRAL] Well, let me, let me log in there again. I, I did, I checked the other day and it didn't show up, but maybe it's happened since then, but either way, I want to settle this today.
[AGENT][NEUTRAL] Oh, no, sir, I'm not speaking.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, let's see here.
[CUSTOMER][POSITIVE] Because we're due to renew on the [PII], so, and we'd like to renew because your service is very helpful to us.
[AGENT][POSITIVE] Well, that is great to hear.
[AGENT][NEUTRAL] See.
[CUSTOMER][POSITIVE] Well it's amazing how many people don't know about how to use your service.
[CUSTOMER][NEUTRAL] Yeah, there's nothing there.
[CUSTOMER][NEUTRAL] No open invoices.
[AGENT][NEUTRAL] All right. I'm just checking this list here of when um
[AGENT][NEUTRAL] We have to ask for uh invoices to be generated. There's a list here. Let me see if I can find you on there.
[CUSTOMER][NEUTRAL] I can't just pay you over the phone with the check like a new check or something?
[AGENT][NEGATIVE] Well, unfortunately I wouldn't be able to tell you exactly what is needed.
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Because I don't see any invoices. OK, it's not on here.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 82.
[AGENT][NEUTRAL] OK, so I'm not seeing any.
[AGENT][NEUTRAL] Um, the last invoice I have.
[CUSTOMER][NEUTRAL] Good. I, I'm just the same as you. I can't see him either.
[AGENT][NEUTRAL] Um, the last I'm seeing is August of [PII].
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK. September, October, November, December, [PII], that's what I owe you for.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And it looks like they were generally the same. I just, I'm, I would be afraid to take that much, uh, any amount really without knowing what the invoices looked like, so what.
[CUSTOMER][NEUTRAL] OK, so how do we solve this?
[CUSTOMER][NEUTRAL] Well, they're all the same. There there's been no changes. I know the amount per month. It's just multiply that times 5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] If you pull up the August invoice, I believe it's 369-79 or 35,970 or something of that nature.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see the email where it says that they've agreed to reinstate. Let's see.
[AGENT][NEUTRAL] OK. So.
[AGENT][NEUTRAL] 359, 79. And you said by how many months? Let's see, September, October, November, December.
[CUSTOMER][NEUTRAL] Um, I, I think they're showing probably October through January.
[CUSTOMER][NEUTRAL] Or maybe even, maybe it's October through to February.
[AGENT][NEUTRAL] Yes, so that would be what's due at this point, so.
[CUSTOMER][NEUTRAL] OK, before renewal in March.
[AGENT][NEUTRAL] September, November December, January, February, so that'll be 6 months.
[AGENT][NEUTRAL] All right. I have a total of $2,158.74.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, give me one second, let me pull up this in order to take that payment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Apologize it took a minute. Let's see here.
[AGENT][NEUTRAL] OK, so 205874.
[AGENT][NEUTRAL] 258-82.
[AGENT][NEUTRAL] September
[AGENT][NEUTRAL] February.
[AGENT][POSITIVE] All right, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] I don't have a card. I have, I can give you the account numbers.
[AGENT][NEGATIVE] Oh unfortunately I can't take a payment like that over the phone um.
[AGENT][NEUTRAL] Boy.
[CUSTOMER][NEGATIVE] I'm not, I'm not in my office today. That's the problem. I I wasn't have my cards handy.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right, I, I guess I can call tomorrow with the same information and get that taken care of.
[AGENT][NEUTRAL] I tell you what, I will, you can definitely call tomorrow, but I can look into this, find out if we can get these invoices generated and um.
[CUSTOMER][NEUTRAL] OK, either way, I I can pay it tomorrow, that's fine. I, I don't have a card with me. I'm so sorry.
[AGENT][NEUTRAL] I would
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] If you wanna pay with the card, you can call back tomorrow, but I will definitely look into um getting these generated for you so that if you wanted to pay online.
[CUSTOMER][POSITIVE] All right. I'll just approve and pay that way. That's fine.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Is there anything else on the phone other than those invoices?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's it. Very good for your help. Bye-bye.
[AGENT][POSITIVE] Yes, sir. Thank you for