AccountId: 011433970860
ContactId: 48117ce0-515c-49ed-bfdf-95ff3d60a3e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421480 ms
Total Talk Time (AGENT): 133438 ms
Total Talk Time (CUSTOMER): 167704 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/48117ce0-515c-49ed-bfdf-95ff3d60a3e3_20250424T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from Claims.
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Very good, thank you. Can we, I have um [PII] from group number 16084 on the line.
[CUSTOMER][NEUTRAL] She's calling in regards of a letter stating that she um
[CUSTOMER][NEGATIVE] There's a missing payment for.
[CUSTOMER][NEUTRAL] Uh, [PII] and she said that she paid that and she wasn't sure why she's receiving this, this letter. Um, would you be able to assist her?
[AGENT][NEUTRAL] Yeah, have you verified her information, the group's information?
[CUSTOMER][NEUTRAL] I have verified, I mean.
[CUSTOMER][NEUTRAL] I don't really know exactly how to verify uh the information of the person she says that she's the contact that we have in her company.
[CUSTOMER][NEUTRAL] How do you do that?
[AGENT][NEUTRAL] EMPL
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and you
[AGENT][NEUTRAL] Verify the the group's information um just send it to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She knows that she's gonna be transferred.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Here she comes. Thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] from Fort Left Park. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, uh, I'm calling in reference about the outstanding invoice from November last year.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I would like to know because we never received that invoice in particular, but according to my record we pay every month.
[CUSTOMER][NEUTRAL] So, do you?
[AGENT][NEUTRAL] OK, I can take a look at that for you, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] It looks like we did not receive a payment in the month of November. We received October at the beginning of October and then we didn't receive another payment until the middle of December.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. When was the last check in December?
[AGENT][NEUTRAL] Uh, that check number for December is.
[AGENT][NEUTRAL] Um, bear with me, my computer is being slow.
[AGENT][NEUTRAL] 243-83.
[CUSTOMER][NEUTRAL] And what about 24,450?
[AGENT][NEUTRAL] Um, 24424.
[AGENT][NEUTRAL] Alright, let me see if we have that one.
[AGENT][NEUTRAL] Um, 24,450 was the January invoice.
[CUSTOMER][NEUTRAL] And that's the invoice.
[CUSTOMER][NEUTRAL] OK, so 2:44, you put it for January.
[AGENT][NEUTRAL] Yes, the January invoice number was on that check, so that's how it got processed.
[CUSTOMER][NEUTRAL] And the 243 83, you put it for December?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yes, the December invoice number was on that check, so that's how it got processed.
[CUSTOMER][NEUTRAL] OK. And what about 240, 259?
[AGENT][NEUTRAL] 242-59.
[AGENT][NEUTRAL] 242-59 had the October invoice number on it and that's how it got processed.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So that's for October, and let's see to the last 1, 241-94 is for September.
[AGENT][NEUTRAL] Um, let me look.
[AGENT][NEUTRAL] 241 94, yes, the September invoice number was on that check, so that's how it got processed.
[CUSTOMER][NEUTRAL] OK, now let's see here because that's why I'm confusing over here. Let me make sure.
[CUSTOMER][NEUTRAL] What about 2:45 19?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] The [PII]
[AGENT][NEUTRAL] 245-19 had the uh February invoice number on it so that's how it got processed.
[CUSTOMER][NEUTRAL] February. OK, February, OK.
[CUSTOMER][NEUTRAL] And then in February we sent like um uh let's see a payment like ACH.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not seeing that. Let me.
[CUSTOMER][NEUTRAL] For 661 58.
[AGENT][NEUTRAL] Let me look, hang on one second.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm not seeing in the ACH. What bank was it sent to?
[CUSTOMER][NEUTRAL] Ah,
[CUSTOMER][NEUTRAL] Let me look because they put over here a lady that tried to help me that amount so let me check with her.
[CUSTOMER][NEUTRAL] So what information, yeah.
[AGENT][NEUTRAL] Because the November, the November invoice is in the amount of 97149.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, that's the one that I'm we're missing. OK, perfect. Uh, can we send the check or how would you like to?
[AGENT][NEUTRAL] Um, you can either send a check, you can set up an ACH with your bank, or you can pay over the phone with a debit card or credit card.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, so let me make sure everything is fine and I call back for uh to make a payment by phone.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much for your help, OK?
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too.