AccountId: 011433970860
ContactId: 4e29e5ad-5641-47a3-91ab-f7faeadd878c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525359 ms
Total Talk Time (AGENT): 164395 ms
Total Talk Time (CUSTOMER): 213230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/4e29e5ad-5641-47a3-91ab-f7faeadd878c_20250109T16:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] with the City of [PII] and we have um.
[CUSTOMER][NEUTRAL] An account with you guys and we recently mailed in a check and then we received an email back from somebody stating that you guys we're not really sure what you're needing like an explanation of where the check goes but we're unclear because you guys provide an invoice to us.
[AGENT][NEUTRAL] OK. And what is the group number I can help you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm looking at the invoice, would it be like the department number?
[AGENT][NEUTRAL] It's gonna be the PRD number.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Let's see if I can look it up by name. You said you're with the city of.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] How many
[AGENT][NEUTRAL] Come, let's see if I can get that pulled up. OK.
[CUSTOMER][NEUTRAL] Oh, I have the group number.
[CUSTOMER][NEUTRAL] It's 25717.
[AGENT][NEUTRAL] And what is the address for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And um what is your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And a good callback number please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said you received an email?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yes, one of our other employees here received an email back saying that they're needing like an explanation, so we kind of like printed off our employees but.
[CUSTOMER][NEUTRAL] I don't know. I mean why we couldn't just send the invoice that was sent to us.
[AGENT][NEUTRAL] So what is the
[AGENT][NEUTRAL] Employee's name it may be on a claim.
[CUSTOMER][NEUTRAL] Well it's for all of our employees.
[AGENT][NEUTRAL] For all of your employees?
[CUSTOMER][NEUTRAL] Yeah, so it was like our monthly payment to you guys.
[CUSTOMER][NEUTRAL] For the APL benefits.
[AGENT][NEUTRAL] And you're saying that it was needing an
[AGENT][NEUTRAL] Explanation of benefits.
[CUSTOMER][NEGATIVE] Well they like they said that they needed to know like where the money goes to which is why we're confused like we're paying an invoice so I don't understand why they don't know where the money goes to.
[AGENT][NEUTRAL] I think that I need to get you to our billing department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind that is the email signed by any department or name?
[CUSTOMER][NEUTRAL] No, she's not here today either, and I told her I would try to handle this, so I'm not sure who it was that she talked to.
[AGENT][NEUTRAL] OK, and who did the email go to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Do you mind holding just one moment?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, this is [PII]. I have group number 25717 on the line.
[AGENT][NEUTRAL] City of Harmony
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I have a Crala Marlin. I don't see her listed, but she said that [PII] received an email.
[AGENT][NEUTRAL] From us asking where the money, an explanation of where the money goes for paying an invoice.
[CUSTOMER][NEUTRAL] Who's [PII].
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Uh, it looks like on [PII] they were trying to set up an OSC.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Using [PII]'s information.
[AGENT][NEUTRAL] I don't know what's going on, but she says they received an email.
[AGENT][NEGATIVE] And they're confused as to what it's asking.
[CUSTOMER][NEUTRAL] Did they say who they received an email from?
[AGENT][NEUTRAL] Well, I asked her who, you know, who sent it.
[AGENT][NEUTRAL] And of course
[AGENT][NEGATIVE] The person that received the email is not there.
[AGENT][NEUTRAL] So I don't know, I don't see any notes where an email was sent.
[CUSTOMER][NEUTRAL] Um, you can send them to me. City of [PII] already has an account that was logged in on [PII].
[AGENT][NEUTRAL] Well, she's saying that they received an email they're trying to figure out what the, what we're requesting in the email.
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I can just get back with her. I mean, I, I don't know, is there any way to see if an email was sent or it would be in the notes, wouldn't it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Look and see if there's a note on the bill that we have in house hang on.
[CUSTOMER][NEUTRAL] Email group and copied agent for January backup.
[CUSTOMER][NEUTRAL] All right, [PII] sent them an email on the.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Asking for backup details.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Uh, there's another note on here somewhere.
[CUSTOMER][NEUTRAL] Yeah, it looks like [PII] emailed him on the [PII].
[AGENT][NEUTRAL] Would you believe she's gone?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] No, no, no, no, the caller.
[CUSTOMER][NEGATIVE] Oh, she hung up.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, well, if she calls back.
[CUSTOMER][NEUTRAL] First of all, we'd only be able to talk to [PII], um, and then second of all, I mean the email states exactly what we're needing we're needing some kind of backup detail in order to process the payment that we received, um.
[AGENT][NEUTRAL] Yeah, that's what she was saying, she's saying that.
[AGENT][NEGATIVE] You know they're just trying to pay an invoice and they don't understand what we're needing and I it it I kinda had to pull teeth just to get that much.
[CUSTOMER][NEUTRAL] Well, apparently she didn't know what she's talking about anyway and doesn't do the invoices but um yeah, [PII] emailed them back on the [PII] but yeah she calls back I'll I'll shoot [PII] a IM and get her to reach out to [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And how do you, um, there's no way for us to know that there was an email sent, is there?
[CUSTOMER][NEUTRAL] Uh, unless you, I mean you can look it up in on base by work flow and see that there's a sticky note on the invoice as far as what we have in house.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] I didn't know if there was a way to find out or not.
[AGENT][NEUTRAL] Because I thought sometime I, I know a lot of times there's a note, you know, email sent or whatever.
[AGENT][NEUTRAL] Or I thought there was
[CUSTOMER][NEUTRAL] Um, sometimes, um, sometimes there's notes put in EMPNT, but if.
[CUSTOMER][NEUTRAL] As far as like billing goes, we, if we're contacting the group needing like a backup or something we just put it on a sticky note.
[AGENT][NEUTRAL] Got you. OK, well.
[CUSTOMER][NEUTRAL] But yeah, that's all she was wanting was to know or all [PII]'s wanting to know is.
[CUSTOMER][NEUTRAL] How to process the payment so I'll um I'll let [PII] know to reach out to [PII].
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] OK, perfect. Well, thank you. I appreciate your help. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] All [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Uh-huh.