AccountId: 011433970860
ContactId: 37135da4-7fa1-4049-90d1-8840cfc7fdee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606979 ms
Total Talk Time (AGENT): 216279 ms
Total Talk Time (CUSTOMER): 230842 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/37135da4-7fa1-4049-90d1-8840cfc7fdee_20250625T15:05_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, so my name is uh [PII]. My company's name is Goco Enterprises Inc.
[CUSTOMER][NEUTRAL] And I want to check the
[CUSTOMER][NEUTRAL] Uh, currently, I want to check my account just make sure that all my invoices have been paid.
[AGENT][NEUTRAL] OK. All right. Sure, I can assist you. Um, may I have a callback number just in case we get disconnected and the group number if you have it.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][POSITIVE] And the I'm sorry.
[CUSTOMER][NEUTRAL] And the group number is 16759.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK. And for security, I need to verify the mailing address and email address.
[CUSTOMER][NEUTRAL] Email address is [PII]. Um, mailing address.
[CUSTOMER][NEUTRAL] I'd seldom seldom uh get in the mail from you, so I don't know what uh you would have.
[AGENT][POSITIVE] And that one is good.
[CUSTOMER][NEUTRAL] That's a mailing address it could be uh [PII] I'm sorry.
[AGENT][NEUTRAL] The first one you were trying to mention is it looks like it's the one we have on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so it's still [PII].
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, right, let me check and see if we have any open invoices. One moment.
[CUSTOMER][NEUTRAL] My, uh,
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Something that I deal with uh sent me an email said that um.
[CUSTOMER][MIXED] It was um have an outstanding invoice but I I I paid that uh.
[CUSTOMER][NEUTRAL] Last week.
[AGENT][NEUTRAL] Yes, I see that.
[CUSTOMER][NEUTRAL] So maybe there's something out there that I'm not aware of.
[AGENT][NEUTRAL] Mm, um, let's see, so it's paid in full for June, May, April.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] January February, March, OK.
[AGENT][NEUTRAL] No, it looks like you're up to date. Your next one will be the one for July. I do see that you submitted those um two payments for May and June and [PII].
[AGENT][NEUTRAL] Um, not sure what date it is on that email you received, but you know, we did receive the payments on the [PII].
[CUSTOMER][NEUTRAL] Well, no, I, I just got, I think they have.
[CUSTOMER][NEGATIVE] I was thinking that they may not have their information was not accurate or had not been updated.
[AGENT][NEUTRAL] Oh yeah, it looks like it, yeah.
[CUSTOMER][NEUTRAL] So, uh, OK, so.
[CUSTOMER][NEUTRAL] Yeah, so there is no, uh, when is the next, uh, payment due?
[AGENT][NEUTRAL] For July.
[CUSTOMER][NEUTRAL] Yeah, I mean, what date is that uh.
[CUSTOMER][NEUTRAL] Is that notification normally come out?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, usually we, we should be working on that, um, you should be receiving that invoice soon, um, and then, um.
[AGENT][NEUTRAL] If you have not received it yet, let me see if we already created one. Bear with me just a second. Let me see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me pull the image of the invoice.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Yeah, July was already created, um, so you should be able to um see if you go to our website or um you should be able to get that pretty soon because it was already created and sent.
[CUSTOMER][NEUTRAL] Uh, what day was that?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, let me see.
[CUSTOMER][NEUTRAL] Or has it been sent to me? I mean, it may, are you talking about um mine? Are you just talking about people in general or customers in general or?
[AGENT][NEUTRAL] No, I'm looking at your, uh, I'm looking at your group. Uh, it was created on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so, uh
[CUSTOMER][NEUTRAL] I haven't seen it this morning.
[AGENT][NEUTRAL] OK, so you have not received them. And did you go online or you, you went to your regular emails for the notification?
[CUSTOMER][NEUTRAL] Oh, I haven't looked for it, uh, but I was on my, uh.
[CUSTOMER][NEUTRAL] I didn't see it because I wasn't looking for it, but I didn't see anything this morning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, it, if it was created on the [PII], more than likely you will receive it on the [PII], so like a couple of days ago. If you have any notifications that will be the day that you will receive the notification. Now on the OSC on their online service center, it should be on open invoices.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, uh, the [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, the [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It wouldn't be considered uh oh yeah I see Sunday invoice notice your most recent is now available.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and it looked like it came on the [PII].
[AGENT][NEUTRAL] Oh, the same date, OK, yeah, that's the date that it was created.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. All right, but there's nothing outstanding, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, right now just the [PII] you're up to date for your, um, May and June payments so you're just due for July.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Uh, yes, there is, but I know you don't feel like bothering with it and I don't feel like, uh.
[CUSTOMER][NEUTRAL] Doing it because I had a problem when I tried doing it. Can I pay this invoice now for July?
[AGENT][NEUTRAL] Oh, you can, you can do a payment over the phone with a credit card.
[CUSTOMER][NEUTRAL] Um, now, I
[CUSTOMER][NEGATIVE] Yeah, I want to pay it over the phone because I tell you this, uh, I tried uh going with the new system, and I wasted a lot of my time plus the person who was trying to help me. I pity her, you know I said I'm praying for both of us because I, I'm just not a computer guy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry
[AGENT][POSITIVE] I'm so sorry for that. It's OK, yeah, I understand. I understand, but yeah, we have had a lot of people that um it's just getting hard to, to work with that system, but we're getting there, we're getting there.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] That, that's.
[CUSTOMER][NEGATIVE] Yeah. No, I mean, I just couldn't do it. I and I got tired. I got frustrated.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I understand. It's OK. Yeah, let me go ahead and get uh the billing department to take that payment from you, OK? One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII]. um I have a group on the line trying to make a credit card payment.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 16759.
[CUSTOMER][NEUTRAL] OK, let me get that pulled up real quick.
[AGENT][NEUTRAL] Mhm. And it's gonna be for the [PII].
[CUSTOMER][POSITIVE] Gold to Enterprises.
[AGENT][NEUTRAL] Yes, and I got Mr. [PII] on the line.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, OK, send it to me.
[AGENT][POSITIVE] OK, here he comes. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for Mr. [PII]. I've got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][POSITIVE] Have a nice day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like she said, my name is [PII] and I'll be getting that credit card payment for you. I've got it in the amount of $2,028.64.
[CUSTOMER][NEUTRAL] you said $2,0028.
[CUSTOMER][NEUTRAL] And 64 cents. 6 yeah that sounds about right. I don't, I have a.
[CUSTOMER][POSITIVE] That sounds about right. I just, uh, didn't have the time to try and, uh, go through this, the new process of paying it myself and, uh, because I'm, I'm going to be going out of town, uh, later on, and I wanna take care of it before I leave so I appreciate uh you taking the time to help me.
[CUSTOMER][POSITIVE] No problem. Let me finish getting it all entered real quick.
[CUSTOMER][POSITIVE] All [PII]. I am ready for that card number.
[CUSTOMER][NEUTRAL] OK dokey. Um.