AccountId: 011433970860
ContactId: 2f5993dc-f6a8-4b4f-b1ad-341b186ac125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283519 ms
Total Talk Time (AGENT): 105813 ms
Total Talk Time (CUSTOMER): 101289 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/2f5993dc-f6a8-4b4f-b1ad-341b186ac125_20250220T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I am with the City of Goose Creek. Group number is 26142.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What can we help you with today? Uh huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, ma'am, I spoke to [PII] last month, um, end of January.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, over some billing discrepancies, um, we have a payroll software that does deductions automatically and send you guys money, um, and there was just some things that were not caught in that particular payroll so you guys, there was about $119 that was sent, um, that didn't need to be sent and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see on the bill where it says it's, uh, when I look back at the January.
[CUSTOMER][NEGATIVE] Billing, I see where it shows an overage, and what I'm wondering is I thought that that was going to be refunded.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have yet to see that money.
[AGENT][NEUTRAL] OK, I understand we will check on that. OK, let's see, [PII], really quick before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you and then really quick again if you don't mind uh can I get you to verify the address for the business please?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] Alrighty thank you for verifying that. Give me just a moment and let me see if I can see if there's been an update for that.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And you said you called about last month?
[CUSTOMER][NEUTRAL] Yeah, it was on [PII] and I spoke to [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Alright [PII], if you don't mind I'm gonna put you on a brief hold and go ahead and reach out to our billing department uh to see if there has been an update with that.
[CUSTOMER][NEUTRAL] OK, because I'm looking at the bill, you know, the January bill now, and I see where it says overpayment so uh comments code 8. I'm just kind of curious.
[AGENT][NEUTRAL] All right. Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Sure, OK, definitely let me, uh, I'll get right back with you, OK?
[CUSTOMER][POSITIVE] Sounds great thanks.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hey [PII], it's [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing all right thank you um I'm not sure if this is something for y'all or if this should go to billing um I do have a group admin on the line and I guess that there was an overpayment in January and they were supposed to get that refunded back. um I see the note where they were talking about it on [PII], but she said she's not received anything and wanted to know the status of that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, um, that would be billing.
[AGENT][NEUTRAL] Would it OK thank you sorry.
[CUSTOMER][POSITIVE] That's no problem.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] ring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][NEUTRAL] Doing alright thanks. I have a group admin on the line. It looks like um she called back in [PII], I guess the January uh statement there was an overage amount and they were supposed to get a refund. Um, I do see the note where she was talked to about that, but she said they've not yet received it and wanted to know the status of that.
[CUSTOMER][NEUTRAL] Uh, what's the group number?
[AGENT][NEUTRAL] 26142.
[CUSTOMER][NEUTRAL] To Goose Creek and who do we have on the line?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] One, OK.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send her over.
[AGENT][POSITIVE] OK, thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.