AccountId: 011433970860
ContactId: 35eb89cf-b5f4-4ef2-b671-ecbe37ebeaa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 571200 ms
Total Talk Time (AGENT): 219587 ms
Total Talk Time (CUSTOMER): 129873 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/35eb89cf-b5f4-4ef2-b671-ecbe37ebeaa8_20250606T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's Morgan Webb and Resources. How are you?
[AGENT][NEUTRAL] Hey [PII]
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm good, um.
[CUSTOMER][NEUTRAL] I have [PII] on the phone. Um, he is an agent with us under [PII] and he is asking about a check that one of his um.
[CUSTOMER][NEUTRAL] Of
[CUSTOMER][NEUTRAL] Like group contacts she received it's a refund check but it doesn't say what it's refunded for do you mind seeing if you can help him?
[CUSTOMER][NEUTRAL] So they can allocate the money appropriately.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Uh, yeah, what's the group number?
[CUSTOMER][NEUTRAL] Um, 26464.
[AGENT][NEUTRAL] 264.
[CUSTOMER][NEUTRAL] Should be supreme Services.
[AGENT][NEUTRAL] You're speaking to [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, you can go ahead and send him over.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey [PII], I have [PII] in billing on the phone for you to talk about that refund check.
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][POSITIVE] Of course I'll give you a call back on the other issue um as soon as I know OK?
[CUSTOMER][POSITIVE] Got it, thank you. Thank you. Bye.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Hey [PII], this is [PII] in the billing department. How are you doing today?
[CUSTOMER][NEUTRAL] Hey [PII], how are you? How you doing?
[AGENT][NEUTRAL] I'm doing well. So I understand that um you have a question about one of your groups received a check, um, but there wasn't a letter attached to it saying what it was for.
[CUSTOMER][NEUTRAL] Correct, she said normally if she gets a um a refund that'll be some type of explanation, um but she said there wasn't one so she doesn't know where to apply the money.
[AGENT][NEUTRAL] OK, let me look that up and see.
[AGENT][NEUTRAL] Um, and was it a check for because it looks like there were a couple, is it for the one for 502-67 or the one for 25,470?
[CUSTOMER][NEUTRAL] Um, possibly both, um, is there any way we can get the breakdown of what those were for?
[AGENT][NEUTRAL] Uh, yeah, I'm looking to see um what that would be.
[AGENT][NEUTRAL] 3516.
[AGENT][NEUTRAL] OK, so here's the letter for one of them. I'm showing that it a letter that was sent for the 254-71. I don't know if maybe is she the one that opens the mail, maybe they didn't give her all of it or something.
[CUSTOMER][NEUTRAL] It should be, but you never know, you know, um.
[AGENT][NEUTRAL] Yeah, I, I can email that to you and I'm checking on the other one.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And and while you're checking on that, can I ask you another question if you don't mind?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] With the new OSC that just hit, have you had anybody calling saying they're having trouble paying like adjusting a bill online and paying it?
[AGENT][NEGATIVE] Uh, not adjusting a bill and paying it now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what if
[CUSTOMER][NEUTRAL] I wonder if it just looks different.
[AGENT][NEUTRAL] Yeah, it does look very different, um, so they may just need a guide um like our instruction on how to adjust it in the new system which we can help with if they wanna give us a call.
[CUSTOMER][NEUTRAL] OK, um, is there like a paper guide that you could email me as well?
[AGENT][NEUTRAL] Um, I know the new OSC because they have the resource center. They, it, there wasn't a guide because like it's all in the resource center, but I will look and see if I can find one and send it to you.
[CUSTOMER][NEUTRAL] OK, and if not, uh, you want them just to call the generic number?
[AGENT][NEUTRAL] Yeah, and um
[CUSTOMER][NEUTRAL] Uh, to APL and then.
[AGENT][NEUTRAL] Yeah, and and press 3 for billing.
[CUSTOMER][NEUTRAL] 3, OK.
[AGENT][NEUTRAL] Yeah, um, so I don't see a letter for the 502-67 checks.
[AGENT][NEUTRAL] So let's see.
[CUSTOMER][NEUTRAL] That's probably that might be the problem when you know what I mean?
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] That's yeah, that's probably the one that they're asking about.
[AGENT][NEUTRAL] I wonder why.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if there's a, I don't know if there's a way to get one after the check has already been cut.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] You know, just to sync up everybody's books and make them equal.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I just asked my supervisor if there's a way that she can access something to.
[AGENT][NEUTRAL] Like see a breakdown of what the check was for that we can send.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK nice. Can you, if you don't mind, if you could put that uh request in the system that way I can at least tell her that we're working on it.
[AGENT][NEUTRAL] Yeah, um, do you want me to just, uh, have them follow up with you via email or did you wanna wait, um, and see if she answers or do you wanna call back?
[CUSTOMER][NEUTRAL] I mean, I, I can wait if you wanna, uh, if you wanna try, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give it a couple of minutes and see.
[AGENT][NEUTRAL] OK, it looks like she's oh wait hold on. Oh, I have to put in, she said I have to put in um a ticket with IT so that they can pull it.
[AGENT][NEUTRAL] So I'll have to do that and follow up with you um once that gets resolved um because it could, it'll probably take them a few days to get back to me um on that, but I'll put in a ticket with IT now, um, so they can work on it. And once we get that, I'll forward it to you to send to the group.
[CUSTOMER][NEUTRAL] And that's for the that's for the breakdown of the of the refund or?
[AGENT][NEUTRAL] Yeah, for the
[CUSTOMER][NEUTRAL] Or how to um adjust the bill.
[AGENT][NEUTRAL] Yeah, it's for the breakdown of the [PII] check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and y'all email that to me when you find out?
[AGENT][NEUTRAL] Yeah, and could I get, is your email.
[AGENT][NEUTRAL] I think we only have [PII]'s.
[CUSTOMER][NEUTRAL] Mine is, uh, I can give you mine.
[AGENT][NEUTRAL] Oh, I have, is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Yes, I will put that ticket in right now and then as soon as we hear back, I will forward that to you to send to the group. Um, and then I'll also, I will start looking for right now to see if there's a guide that I can send you on for the group to make adjustments um in the new system, and I'll send that to you today.
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate it.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. Have a great day. Thank you.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][POSITIVE] Thanks bye