AccountId: 011433970860
ContactId: 39200747-ca16-453c-898c-38b326bb689d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537190 ms
Total Talk Time (AGENT): 269983 ms
Total Talk Time (CUSTOMER): 210874 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/39200747-ca16-453c-898c-38b326bb689d_20250224T13:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Mole group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, hey, I have the, uh, he said he's the vice president of the company, uh, with group number 26174.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] [PII] is his name.
[CUSTOMER][NEUTRAL] I don't see him listed as an admin or anything. He said that he pays the bills.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he is uh wanting to verify that we received a check.
[CUSTOMER][NEUTRAL] That they mailed to us on [PII].
[CUSTOMER][NEUTRAL] So let me back up and give you the group number.
[AGENT][NEUTRAL] 26426174.
[CUSTOMER][NEUTRAL] Uh huh and it's he's the invoice is 638.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0693.
[AGENT][NEUTRAL] OK. And what's his name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, and um a good call back number just in case.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] 995.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And he's wanting to uh verify that we received a check.
[CUSTOMER][NEUTRAL] Right, um, he said the check amount is $728.01.
[CUSTOMER][NEUTRAL] And the check number is 1120.
[CUSTOMER][NEUTRAL] And he said it was mailed to us on [PII] on [PII].
[AGENT][POSITIVE] OK, I can help him with that. um.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] The cinema.
[CUSTOMER][POSITIVE] OK. All right, thank you. Have a good day.
[AGENT][POSITIVE] You too dear. Thank you.
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in group billing. Um, [PII] said that you were calling to see if we received a check, check number 1120, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And a good callback number for you is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. And let's see.
[AGENT][NEUTRAL] One moment while I pull that up.
[AGENT][NEUTRAL] That's on group 6 26174.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much. OK, let's see.
[AGENT][NEUTRAL] What's the date on that check? Was she said it was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] So that means I mailed it the next day so then [PII] is the date I would have mailed it.
[AGENT][POSITIVE] All right. Thank you so much. Let's see.
[CUSTOMER][NEUTRAL] 673.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] more
[CUSTOMER][NEUTRAL] It
[AGENT][POSITIVE] I'm looking, I'm checking all my avenues. I do apologize.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And [PII], I'm not sure if you're aware that uh of our online service center.
[CUSTOMER][NEUTRAL] Mm, no, I just got a number on the bill that I called.
[AGENT][NEUTRAL] OK, that's that's not a problem. Um, I was gonna say though that [PII] can, um,
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Call, I mean, can register.
[AGENT][NEUTRAL] And um when she registers she would be able to see the bills that were paid, she will also be able to see the outstanding invoices.
[AGENT][NEUTRAL] Excuse me, and um even pull the invoices, reconcile the invoices and so forth, she would also be able to add you as a user.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And you would be able to make payments online if that's something that y'all might wanna do um I'm not saying that you have to, but I mean that's just an option, uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] No, give me the number.
[AGENT][NEUTRAL] And it it you go online is you just go online to the online service center.
[AGENT][NEUTRAL] And she'd be able to register?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But as far as receiving that check, we have not received it as of yet, but that doesn't mean anything. It could come in today. Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So should I hold off a little bit before we write another one?
[AGENT][NEUTRAL] You know, with the mail, the way it is.
[AGENT][NEUTRAL] I would, I would just, just, maybe at least by the end of the week.
[AGENT][NEGATIVE] Just to give it time to get here, um, better safe than sorry. I'd hate for you to have to write a check and then.
[AGENT][NEUTRAL] You know, we receive it the next day or something like that.
[CUSTOMER][NEUTRAL] Well, with having bad weather maybe they had some problems there we've had, we've had bad weather down here too, so, uh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Absolutely. And that, I, I think that's uh had a lot to do with it as well. Um, and being the [PII], um, we have had some that's taken a little longer than.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And some.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, because we had something that was unprecedented we had, uh, 12 inches of snow is blowing.
[AGENT][POSITIVE] Right, bless it.
[CUSTOMER][NEGATIVE] We shut down for 3 days. We had no way to clear the snow and then we didn't have nothing for 3 days.
[AGENT][NEGATIVE] Oh, no.
[AGENT][POSITIVE] But every, but everybody's safe. Right.
[CUSTOMER][NEGATIVE] We had to wait till it started melting off but we don't have no snow piles or any of that kind of stuff, you know, it was bad.
[AGENT][NEUTRAL] Right. I, I understand that in [PII], we don't understand all that in [PII] and all that that's used to this because we don't have the, the salt trucks and everything else like they do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, how often do you, we haven't had 12 inches so ever, and the last time they had an accumulation was at [PII], so we weren't expecting that.
[AGENT][POSITIVE] Absolutely, I understand.
[CUSTOMER][NEUTRAL] You know, we expected 2 or 3 inches maybe but not 1212 was like being up north again and that's why I came back south.
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][POSITIVE] It was, it was beautiful.
[AGENT][NEGATIVE] Well, we didn't get, we didn't get any. We didn't even get a flurry.
[CUSTOMER][NEGATIVE] But I hated it.
[CUSTOMER][NEUTRAL] No, I mean, it snowed. They were right on time too. They said it was gonna start at [PII] and it didn't finish until like uh [PII] that night and it snowed all day.
[AGENT][POSITIVE] Oh, wow. Oh, wow. I know it was beautiful.
[CUSTOMER][POSITIVE] Yeah, but the kids loved it though, so that was a good thing, and the kids loved it. We were up on the levees on the Mississippi Riverside down like we had a hill sliding down on cordboard and all that. They had fun. I hated it, but they had fun.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] 00, wow. So that would be fun.
[AGENT][POSITIVE] With you, I mean, to watch your kids experience, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that was an experience. OK, well, we'll, we'll do this and I'll give her the information about going online, see what she wants to do. She usually likes all that stuff, so.
[AGENT][NEUTRAL] OK, OK, and if, and if she has any questions, just let her know to call us and we'll be able to walk her through that, um.
[CUSTOMER][NEUTRAL] I'll tell her.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, um, but I would.
[CUSTOMER][NEUTRAL] Well, how late does the service center, how late does the service center because she works all day, you know, so she comes and does this at night. How late does the uh help center, how late does this help center stay open?
[AGENT][NEUTRAL] Well, it
[AGENT][NEUTRAL] Um, it all, all day. I mean, it's 24/7.
[CUSTOMER][NEUTRAL] OK, that's what I you know, but like I say, she comes in here, um, she leaves the, the orders in my basket. I take care of the date stuff and then she comes back the next night and does whatever the stuff she has to do so.
[AGENT][POSITIVE] Oh bless her.
[CUSTOMER][NEUTRAL] It's, it's a good well she has a job and I'm retired, so I don't wanna do it. I do all the leg work during the day.
[AGENT][NEUTRAL] Well, that's not a problem there, so, but I would, I'd just wait at least until maybe I mean the at least till the end of the week and I've got your number so just in case I do see it this week I can let you know as well, um.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] So [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, no, we're just trying to be a good customer and pay our bills.
[AGENT][POSITIVE] Well, I appreciate that and, um, thank you for calling APO and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] All right, thank you. Bye bye.
[AGENT][NEUTRAL] All right [PII], bye bye.