AccountId: 011433970860
ContactId: 332a657e-5213-4481-9942-a75d130f517a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 681609 ms
Total Talk Time (AGENT): 286265 ms
Total Talk Time (CUSTOMER): 177776 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/332a657e-5213-4481-9942-a75d130f517a_20250506T19:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and billing. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Hi, how are you doing today?
[AGENT][POSITIVE] I'm doing fine, thank you. How are you?
[CUSTOMER][NEGATIVE] I'm right, but I called earlier today and I was expecting to call back if I want because I made a payment last week.
[CUSTOMER][NEGATIVE] And I noticed that it had not hit my bank account and I log into the account now and I see that it seems to be hung up in your system.
[CUSTOMER][POSITIVE] And I wanna make sure that uh we don't have a problem.
[AGENT][NEUTRAL] I can help you with that. And what is your name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] How fraud.
[AGENT][NEUTRAL] OK, [PII], thank you. And [PII], can you give me a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] my cell that's what we're on now.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Correct
[AGENT][NEUTRAL] All right, and you said you were you called earlier about a payment that you made that is still showing hung up in our system, is that correct?
[CUSTOMER][NEUTRAL] Yeah, it says submitted invoices payment date type, um, submission date [PII].
[CUSTOMER][NEUTRAL] EFT scheduled 52 and it's still sitting there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. And what is that group number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 21089.
[AGENT][NEUTRAL] 21089. OK, [PII]. I can help you with that. Um, one moment while I pull that up and see what's going on here.
[CUSTOMER][POSITIVE] Correct
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the name of that group is top of the line management?
[AGENT][NEUTRAL] LLC, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm looking and I do apologize.
[CUSTOMER][NEUTRAL] No, it's fine. I just look.
[CUSTOMER][NEUTRAL] I'm running late on everything and I'm just juggling it and I wanna make sure there's not a problem and this was sent like a week ago.
[AGENT][NEUTRAL] I unders.
[CUSTOMER][NEUTRAL] I, I'll be honest with you, I, I sat up, sat up in my bed and said shit, I'm sorry, excuse me, I need to make that payment and I couldn't get logged in from my laptop, so at [PII] I drove to the office and made the payment.
[AGENT][NEUTRAL] No
[AGENT][NEGATIVE] No, you didn't. Oh, no.
[CUSTOMER][NEGATIVE] I did so so it's only 15 minutes away. I hear it's still sitting here staring me in the face.
[AGENT][MIXED] I do apologize. Oh, I hate you had to do that.
[CUSTOMER][NEUTRAL] Uh it's not your fault.
[AGENT][NEUTRAL] Oh man.
[CUSTOMER][NEGATIVE] That'll be my problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right, let's see if I can figure out something.
[AGENT][NEUTRAL] On here.
[AGENT][NEUTRAL] It sticks out.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] To be honest, I am not showing that anything is jumping out at me.
[AGENT][NEUTRAL] Uh, the person that you talked to earlier, she has
[AGENT][NEUTRAL] Ask about this.
[AGENT][NEUTRAL] And she's waiting on.
[CUSTOMER][NEUTRAL] Yeah, she said she reached out to IT.
[AGENT][NEUTRAL] Right, and that's what she is waiting on.
[AGENT][NEGATIVE] Um, and I, and, and, and to be honest, it, um, it's not, uh, I don't think it's gonna be on your part.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, but you're.
[CUSTOMER][NEUTRAL] Well, like I said, I, I, I'm behind, OK, and I just wanna make sure that this thing being hung up is not gonna cause a big problem.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, but I do show still that the, um, March is still due.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yep, April and then then May is now due.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] As soon as we get this cleared up, I'll go ahead and get that march out of the way just to be safe and uh.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] But I, I wanna get this cleared up first.
[AGENT][NEUTRAL] And I understand that. I definitely understand that. Um, and that's probably, that's the reason why she hasn't called you back because, um,
[AGENT][NEGATIVE] IT has not gotten in touch with her.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Because I do see a note.
[AGENT][NEGATIVE] That she did so, and if she did has a note on here that said that she would call you back as soon as she found out something so obvious evidently he has not contacted her yet or excuse me, they have not contacted her.
[CUSTOMER][NEUTRAL] Well, if you wouldn't mind adding another note and that that I call back, uh, the double follow up.
[AGENT][NEUTRAL] I am.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I sure will.
[CUSTOMER][NEUTRAL] To, to make sure, yeah, just so I can say look I really tried.
[AGENT][NEUTRAL] Right, I get it.
[CUSTOMER][NEUTRAL] You don't have to tell him I came in at [PII], but you know.
[AGENT][NEUTRAL] Oh, now that, that just adds to it, but yes, sir.
[CUSTOMER][NEUTRAL] Yeah. Where are you from with that with that accent?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, you're in.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] But um I will, I'll make a note on here and I will tell them that you come in at [PII].
[AGENT][NEUTRAL] I'm not gonna put that in there, but
[AGENT][POSITIVE] You did make my day. Um.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEGATIVE] And, but I hate that you had to do that.
[AGENT][NEUTRAL] But I, I will make a note on. Yes, sir.
[CUSTOMER][NEGATIVE] You know what? I sat straight up out of a dead sleep.
[CUSTOMER][NEUTRAL] And said, oh my God.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Grabbed my laptop and it wasn't signing in.
[CUSTOMER][NEUTRAL] And I would have never slept the rest of the night if I hadn't have driven in here and uh and take care of it.
[AGENT][POSITIVE] Oh, wow.
[CUSTOMER][NEUTRAL] I've been like uh
[CUSTOMER][NEUTRAL] But anyway.
[AGENT][NEUTRAL] And, and I get that. I get that. Uh, uh.
[AGENT][NEUTRAL] Um, my, uh, my fellow, he's, he's the same way. If there's something that's on his mind, and it's just not done, and he knows it, he, he's gonna be the same exact thing.
[CUSTOMER][NEUTRAL] Yeah, well, I can't let it sit, and I thankfully it's only 15 minutes in my office, so.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, that's a blessing.
[CUSTOMER][NEUTRAL] Yeah, so.
[AGENT][NEGATIVE] But I still hate that she had to do that you did that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But I am gonna make a note on here and um that you did call back and as soon as we find something out.
[AGENT][NEUTRAL] Someone will give you a call back or you will see it on the um.
[AGENT][NEUTRAL] Unless you see it before we do on the online service center.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] But I am
[CUSTOMER][NEUTRAL] Well, I'll either see it there or I'll see it come out of my bank account, so.
[AGENT][NEUTRAL] Correct, or both.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yup. OK.
[AGENT][POSITIVE] But I am making a note and I will also make a note that as soon as this is resolved that the March payment you will send get the March payment taken care of as well.
[CUSTOMER][POSITIVE] Yep, I appreciate it thank you very much.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that'll do it.
[AGENT][POSITIVE] All right. Well, thank you for call.
[CUSTOMER][POSITIVE] Thank you and you have a wonderful rest of your day.
[AGENT][POSITIVE] You as well, and thank you.
[CUSTOMER][POSITIVE] And, and I'm gonna, I'm gonna come over and visit and I'm from [PII] and I'll show you there in [PII] how to cook and steam a blue crab.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. All right. Well, we just might have, I got your number. I'm just gonna have to hold you to it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] You too bye.