AccountId: 011433970860
ContactId: 4d5981cf-8c4e-4a44-b902-4552d637cbb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335279 ms
Total Talk Time (AGENT): 176589 ms
Total Talk Time (CUSTOMER): 124018 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/4d5981cf-8c4e-4a44-b902-4552d637cbb8_20250116T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling regarding, um, let me see, what should I give you account number invoice number, group number?
[AGENT][NEUTRAL] OK, [PII], are you calling on behalf of the group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yes ma'am, and first off, [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][MIXED] Thank you and I'm so sorry, but I'm having some trouble hearing you. It, your voice is just very low coming through.
[CUSTOMER][NEUTRAL] OK, 3, OK, the number is [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And what is the group number, please?
[CUSTOMER][NEUTRAL] 17332.
[AGENT][NEUTRAL] OK, thank you. So first off, uh, there's I will have to verify some information with you related to the group for security, so just one moment please.
[AGENT][NEUTRAL] OK, so if you could please verify the group name and address.
[CUSTOMER][NEUTRAL] It's TWR Engineers and the address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then what is your last name and email?
[CUSTOMER][NEUTRAL] [PII] and the email is [PII].
[AGENT][POSITIVE] OK, thank you so very much. So how can I help you today?
[CUSTOMER][NEUTRAL] Um, I had sent a check in for the January invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The check, the check already went through, got cashed, but today I received uh the email telling me the bill was ready for January and it
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That it seems like it's still open online, so I want to get that squared away.
[AGENT][NEUTRAL] OK, [PII], I say you did pay the January invoice via check, which has been cash, but you received uh an email today you said stating that the bill is for January is ready, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what do you happen to have that invoice number?
[CUSTOMER][NEUTRAL] Yes, it is 637.
[CUSTOMER][NEUTRAL] 888 5.
[AGENT][NEUTRAL] OK, just one moment please and let me look.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean I didn't know if it was a simple thing as in, you know, I submit invoice and I let you know check by mail.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Since it was already received.
[AGENT][NEUTRAL] Sure, give me just one moment to locate an invoice, please.
[AGENT][NEUTRAL] OK, so what I'm going to do, um, there to, to is to connect you with someone, um, another team member that can further assist you with this, and when I do transfer you, I will give them the groups, all of the information that you've given me so you won't have to re-verify anything else, and I will let them know, um, the reason for your call.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so can I help you with anything else first before I do transfer you?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, alright, well then thank you again for calling APO and I hope that you have a great day.
[CUSTOMER][POSITIVE] Thank you have a good one.
[AGENT][NEUTRAL] Yes, ma'am, you too. So one moment, please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Well, hey, [PII], it's [PII]. Good morning. I'm fine. How are you?
[CUSTOMER][POSITIVE] Hi [PII], how are you? Good.
[CUSTOMER][POSITIVE] Good. I'm doing well. Thank you.
[AGENT][POSITIVE] Oh good I'm so sorry that I just coughed in your ear. I apologize.
[CUSTOMER][NEUTRAL] Oh, you're fine. No don't have to apologize for that.
[AGENT][NEUTRAL] So I, I have uh the group admin for group number 17332.
[AGENT][NEUTRAL] TWR Engineers and this is [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'll look at that with her um.
[AGENT][NEUTRAL] And I can give you the invoice number.
[CUSTOMER][NEUTRAL] It looks like it's the renewal.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, yeah, give me that invoice number.
[AGENT][NEUTRAL] She gave me an invoice 637-8885 and I looked on GRMA and it has 111,900, you know, after on the date. What does that mean exactly? I'm sorry, I can't remember.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK.
[CUSTOMER][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.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] 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.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great. All right.
[AGENT][POSITIVE] OK. All right. Well, thank you, [PII] have a great day if I don't talk to you again.
[CUSTOMER][POSITIVE] Thanks, [PII]. You too.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye.