AccountId: 011433970860
ContactId: 4c8b78ef-1cd4-4361-855a-24fb33b826a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248949 ms
Total Talk Time (AGENT): 152046 ms
Total Talk Time (CUSTOMER): 93233 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/4c8b78ef-1cd4-4361-855a-24fb33b826a4_20250116T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, hey, [PII], it's [PII]. Good morning. I'm fine. How are you?
[AGENT][POSITIVE] Hi, [PII], how are you? Good.
[AGENT][POSITIVE] Good. I'm doing well. Thank you.
[CUSTOMER][POSITIVE] Oh good I'm so sorry that I just coughed in your ear. I apologize.
[AGENT][NEUTRAL] Oh, you're fine. No don't have to apologize for that.
[CUSTOMER][NEUTRAL] So I, I have um the group admin for group number 17332.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] TWR Engineers and this is [PII] on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's calling because she says that she has paid the January invoice via check that has been cashed it was cleared, but that she has received um an email today saying that her bill is ready for January.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'll look at that with her, um.
[CUSTOMER][NEUTRAL] And I can give you the invoice number.
[AGENT][NEUTRAL] It looks like it's the renewal.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, yeah, give me that invoice number.
[CUSTOMER][NEUTRAL] She gave me an invoice 637-8885 and I looked on GRMA and it has 11 1900, you know, after on the date. What does that mean exactly? I'm sorry, I can't remember.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that means that we haven't posted it, yeah, it's still outstanding, so, um, I'll check and see if we've got the payment, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They may have sent it before they had the invoice because it looks like their renewal was just complete and so we just generated it but you can send her over to me and I'll look into it with her.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK perfect well thank you so much. So are you and the number she gave me as a callback number, um, it's the same as the one that's in line for the group.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, great. All right.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you, [PII] have a great day if I don't talk to you again.
[AGENT][POSITIVE] Thanks, [PII]. You too.
[CUSTOMER][POSITIVE] All right. Thank you. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, you are.
[AGENT][POSITIVE] Hi [PII] how are you doing today?
[CUSTOMER][POSITIVE] Pretty good and yourself?
[AGENT][NEUTRAL] Good I'm doing well thank you um so I just spoke with [PII] who sent you over to me and she gave me your group information um and she told me that you were calling about the January invoice that you had sent a check, right? and that you just got a notification that you got an invoice ready?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes ma'am. Let me take a look real quick and see if we've gotten that payment. Um, I know she said that you sent it via check, is that right?
[CUSTOMER][NEUTRAL] Yeah, I sent a check and I can tell you when it was cashed. I have uh I verified it with the bank first.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes ma'am. When was it cleared?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me, let me see what I can pull up here. Give me just one second.
[AGENT][NEUTRAL] OK, I think this is it. Yes, so it's got check number 5228, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we have that here and it looks like yes we had that um in our notes to apply to January. It looks like at the time that we received it, the group was still still in renewal um and that renewal just completed on the [PII] and we just generated that invoice so that's probably why you got it, um, because we always send it out um it our renewal process works a little different than when our monthly our normal monthly invoices generate.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, and so when we sent that out to you, um, it was just part of our normal process, but we do have this payment and I'm gonna go ahead and push it out to have it applied to January, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] So um you can disregard that invoice um and you should get the next invoice you should get should be for February, OK?
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] OK, no problem. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] OK, you're very welcome. Well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you have a good one bye.
[AGENT][POSITIVE] Thank you bye bye.