AccountId: 011433970860
ContactId: 3aea6129-2d88-4381-820b-58e2e66914a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368559 ms
Total Talk Time (AGENT): 148778 ms
Total Talk Time (CUSTOMER): 155613 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/3aea6129-2d88-4381-820b-58e2e66914a2_20250408T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] Doing all right thank you. So this is one I'm actually not 100% if it should go to y'all or if it should go to um customer service so I've got a uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, what you can.
[CUSTOMER][NEUTRAL] I've got a group admin on the line and she was just speaking with someone I don't know the initials KC so I'm not quite sure who that is but um long story short I guess they had some checks for premium um and they weren't showing that they had not cleared and she has she had to call back I guess she was missing some information and so she wanted to check those check numbers to see if they had cleared is that for customer service?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. No, ma'am, I can help her with that. Absolutely. Let me just, you have, do you have the group number?
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][NEUTRAL] Yes, that is 2229.
[AGENT][NEUTRAL] 222 9.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And this is for Bacalar and associates, is that I saying that right?
[CUSTOMER][NEUTRAL] Um, it should be [PII] 2229.
[AGENT][NEGATIVE] Oh gosh, I put the wrong numbers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I think I had the wrong one. Yeah, that's OK. No, you're fine.
[CUSTOMER][NEGATIVE] Oh no, I've, I've said the wrong number. I would be staring at the number and then saying it wrong and they're like, are you sure? And I'm like, yeah, no.
[AGENT][POSITIVE] You are so fun.
[AGENT][NEUTRAL] And this is [PII] we have on the phone, is that right?
[CUSTOMER][NEUTRAL] Yes, yes, we are speaking with [PII].
[AGENT][NEUTRAL] OK, can you get a call back number then?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much you can send it to me. I'll be happy to help her, OK?
[CUSTOMER][POSITIVE] All right, I appreciate it, [PII]. Thank you.
[AGENT][POSITIVE] No problem. You're welcome.
[CUSTOMER][NEUTRAL] Alright, bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hi, this is [PII] in the Great billing department. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing great, thank you so much for asking. Um, I'm gonna understand that you're calling back about to verify that some checks have cleared, is that correct?
[CUSTOMER][POSITIVE] That is correct, yes, we're we're showing that they're still outstanding, yes.
[AGENT][NEUTRAL] OK, sure, OK.
[AGENT][NEUTRAL] OK, let me look at that for you um.
[AGENT][NEUTRAL] Give me one moment. Let me get here. I need to see. Do you have the amount of the check you can give me?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, there, there are two checks and um one of them is for 1187, the other for 1188, so the total, you know, is 2375, but um I'm showing that um it was for the invoice, the bill that I had received was for [PII] and it looks like that's when um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um, that I put those checks with that bill.
[AGENT][NEUTRAL] Yes, ma'am, bear with me just a moment. I'm checking on that, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you so much for your patience.
[CUSTOMER][POSITIVE] Of course, thank you for your help.
[AGENT][NEUTRAL] You're welcome. Absolutely. OK, so this was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is that right? OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm showing that they're all paid current so.
[AGENT][POSITIVE] Yes, ma'am. I do see that we've received them.
[AGENT][NEUTRAL] And that they cleared.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they have cleared?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, is there any way that you could send me those showing that so I could show it to our accounting department?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am, and let's just verify that online. I'm gonna double check some more.
[AGENT][NEUTRAL] He just
[CUSTOMER][POSITIVE] Sure, yes, absolutely.
[AGENT][POSITIVE] Thank you so much. Thank you so much. That's the this is right here.
[AGENT][NEUTRAL] OK, yes, ma'am. It's for 1187. I have that check number, um.
[AGENT][NEUTRAL] What, do you have the check number? Can you verify that with me, please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, the check number on, uh, the, the [PII], the last four digits is 7057.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the 1188, the last digits are 7122.
[CUSTOMER][NEUTRAL] And they, those checks were dated [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think it was [PII] OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] There's the one for [PII] for the [PII].
[AGENT][NEUTRAL] Yeah, I mean
[AGENT][POSITIVE] I'm sure that I can. I'm gonna have, I can send you something to show that they did clear, yes ma'am. You can email it to you?
[AGENT][NEUTRAL] Would that be OK?
[CUSTOMER][POSITIVE] Yes, if that would if you could, yes, that'd be great.
[AGENT][NEUTRAL] Absolutely, no, absolutely, and I've got your email. Can you verify that with me, please, ma'am?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, my
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yes, yes, uh, [PII].
[AGENT][POSITIVE] Yes, ma'am, that's what we have here. Thank you so much. Yes, ma'am, let me see what documentation I need to send you. I'm just not familiar but I can send you something absolutely and I'll get this sent over to you, OK?
[CUSTOMER][POSITIVE] OK, thank you so much I so appreciate it.
[AGENT][POSITIVE] You're welcome. You're welcome, [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling APL. Have a great day, OK?
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] Bye.