AccountId: 011433970860
ContactId: 421b486a-73c9-42b3-8a88-7259ad368883
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 522340 ms
Total Talk Time (AGENT): 190989 ms
Total Talk Time (CUSTOMER): 287828 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/421b486a-73c9-42b3-8a88-7259ad368883_20250203T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you?
[AGENT][NEUTRAL] I'm fine, how are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I was just speaking to [PII]. I, I was trying to transfer a um a broker and I don't know what happened, but it went blank. She was not there.
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Um, so I don't know what happened. So I need to transfer this broker because she needs to like reconciliate some invoices, um, because, um, she received like an email uh saying about a payment that we received that it was not completed and it, we're missing October's invoices so she asked for a bill versus pay something, so I'm not sure if you can assist her with that.
[AGENT][NEUTRAL] What's the number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] [PII] from the broker's office and I did verify her.
[AGENT][NEUTRAL] OK, you can send her to me.
[CUSTOMER][NEUTRAL] OK. Here she comes.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me.
[AGENT][NEUTRAL] Mrs. [PII]
[CUSTOMER][POSITIVE] Hello. Thank you. Yeah, I got Ms. [PII] on the line from the group billing department.
[CUSTOMER][POSITIVE] Thank you appreciate your help. No problem. Have a good afternoon. Bye bye. Thank you. You're welcome.
[AGENT][NEUTRAL] This is [PII]. What can I help you with?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm with the broker's office for Saint Saint Andrew's Club.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have them, uh, do you have their information pulled up or do I need to give it to you again?
[AGENT][NEUTRAL] I have the group pulled up.
[CUSTOMER][NEUTRAL] Alright, so I guess what I need from you all is like a um.
[CUSTOMER][NEUTRAL] Billed versus paid report.
[CUSTOMER][NEGATIVE] Because we're having trouble matching up.
[AGENT][NEUTRAL] OK. The pay history?
[CUSTOMER][NEGATIVE] Yeah, they were having trouble matching up.
[CUSTOMER][NEGATIVE] Some of their checks to the right month because they're not apparently consistent with paying their invoices.
[AGENT][NEUTRAL] OK, yeah, we can do that. Um, what's a good email address to send it to?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, so it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, spell the first part again.
[CUSTOMER][NEUTRAL] So it's [PII], so it looks like [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty I will get a pay history put together and get it emailed over to you as soon as possible. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, so I have a question. So if the group goes online, are they able to like make adjustments to their bill so that maybe that's why they're coming up with these like they're terming people via the bill, is that possible?
[AGENT][NEUTRAL] Yes ma'am, if they reconcile their invoice online, they are only paying what um the adjusted invoice amount is.
[CUSTOMER][NEUTRAL] OK, so you, you guys would terminate somebody via if they were termed on the bill.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so if they adjust the bill.
[CUSTOMER][NEUTRAL] And then send in a check.
[CUSTOMER][NEUTRAL] Are they not doing it right where you're not seeing the reconciliation between what the original bill was versus what they paid?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because the reason I'm asking is I got a, we got an email, uh, [PII] from [PII], uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says that the [PII] invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, they received a payment of 987, but the bill amount is 1506.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] What is she missing?
[CUSTOMER][NEUTRAL] For that reconciliation or
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] I mean, I'm just trying to figure it out before I call them and say whether they're doing it right or not.
[AGENT][NEUTRAL] Um, the check that they sent in.
[AGENT][NEGATIVE] Uh, does not have any kind of backup.
[CUSTOMER][NEUTRAL] It doesn't and you can't see online where they took the October, yeah, and you can't see online where they took the billing and made adjustments to it because if they did, they didn't save it, is that what we're saying?
[AGENT][NEUTRAL] Mm. It's just the check and the check stub.
[AGENT][NEGATIVE] The only two adjustments I see on the October invoice, um, I mean it still doesn't match the amount that they sent in.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEGATIVE] Then I don't know what they're doing OK.
[AGENT][NEUTRAL] So yeah, there, there'd be, um, and it looks like.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] It actually says back in October, the one check that we have was
[AGENT][NEUTRAL] Check 1 of 2. So it looks like we never got the 2nd check.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And it looks
[CUSTOMER][NEUTRAL] Could that be the 2nd check?
[AGENT][NEUTRAL] Well, this, the check that we have in-house is the check that was received back in October. And according to the note, we did not receive the second check that they usually send, um, and so she reached out, [PII] reached out to the group.
[AGENT][NEUTRAL] Regarding the missing check.
[AGENT][NEUTRAL] Cause it looks like.
[AGENT][NEUTRAL] It looks like we usually get.
[AGENT][NEUTRAL] 2 checks each month.
[AGENT][NEUTRAL] So we're missing a check from October to be able to
[AGENT][POSITIVE] Finished processing and then the December invoice is still outstanding.
[CUSTOMER][NEUTRAL] Alright, so maybe this is the 2nd check and I need to just tell him to supply the backup. Is that possibly what we're looking for?
[AGENT][NEUTRAL] We're looking for.
[AGENT][NEUTRAL] One whole check, one missing check, and then, um,
[AGENT][NEUTRAL] But yeah, some kind of backup in order to process the October.
[CUSTOMER][NEUTRAL] So online.
[CUSTOMER][NEUTRAL] OK, I see. So online.
[CUSTOMER][NEUTRAL] There doesn't seem to be a payment at all for October. That's the invoice that's still for 15.
[CUSTOMER][NEUTRAL] 06
[CUSTOMER][NEUTRAL] But yeah, they probably do send you 22 checks, one for Saint Andrew's Club and then one for the like, they have like a homeowners um or a member's thing or whatever or homeowner's thing.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] So you got the check for 987 54.
[AGENT][NEUTRAL] We get
[AGENT][NEUTRAL] We get a check that's titled Saint Andrew's Management and then one.
[AGENT][NEUTRAL] That says the Saint Andrew's Club.
[AGENT][NEUTRAL] So, yeah, we're missing, um, let me see which one we're missing. We're missing the Saint Andrews Management Company check. We've got the Saint Andrew's Club one for October.
[CUSTOMER][NEUTRAL] OK, that makes sense.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once, once we get that missing checked, then that it probably, I mean, it'll probably be able to be processed the rest of the way through, but we're also, or the December invoice is also still outstanding.
[CUSTOMER][POSITIVE] All right, cool, then that's what I need to.
[CUSTOMER][NEUTRAL] OK, so the check though, can you, I don't suppose you can see since it's not applied anywhere yet, but the check for 987 54, I don't suppose you could see if it was representative of the management versus the club.
[AGENT][NEUTRAL] Yeah, that's what I, yeah, that's what I just said. The check that we have in-house is the Saint Andrew's Club. We're missing the Saint Andrews Management Company one.
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, so if I can just get that paid versus billed report, then I'm gonna go back and let them know about all the outstanding invoices so that they know what they need to do to catch up.
[AGENT][NEUTRAL] OK. And, um, yeah, it'll, it'll take me a little bit, but yeah, just give me a little bit and we'll get it, um, sent over.
[CUSTOMER][POSITIVE] All right, cool.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] Yeah, no worries, as long as we just can hopefully clear this up this week, that's all I care about.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll do it. Thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL Jackie. You have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.