AccountId: 011433970860
ContactId: 4f844e2c-d66e-419b-a48b-d1697706fd43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481839 ms
Total Talk Time (AGENT): 195952 ms
Total Talk Time (CUSTOMER): 192110 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/4f844e2c-d66e-419b-a48b-d1697706fd43_20250130T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, uh, this is [PII] calling. I'm with, uh, an organization called Manifestations Worldwide Inc. I'm calling about our account and wondering if you could assist me.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I have a group number if that helps.
[AGENT][NEUTRAL] Alright Mr. [PII], um, just in case we get disconnected, what's a good callback number?
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and go ahead with that group number.
[CUSTOMER][NEUTRAL] It's 24922.
[AGENT][NEUTRAL] All right, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Mr. [PII], can you verify the address of the group?
[CUSTOMER][NEUTRAL] Um, yes, it's, uh, [PII].
[AGENT][NEUTRAL] OK, and are you with the group or the agent?
[CUSTOMER][NEUTRAL] I am with the group actually.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And what is the group's um phone number?
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I don't have that number.
[AGENT][NEUTRAL] Do you know who the main contact person is with the group?
[CUSTOMER][NEUTRAL] It should be [PII].
[CUSTOMER][NEUTRAL] He's the president here.
[AGENT][NEUTRAL] Hm, yeah, that's different than one I've got too. Yeah.
[CUSTOMER][NEUTRAL] You don't have that either?
[CUSTOMER][NEUTRAL] How about, how about [PII]?
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Is [PII]'s name showing?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] He is our contact person for the group. And um do you have his phone number because that may be the phone number we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK all right.
[CUSTOMER][NEUTRAL] I probably do.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]'s phone number is area code [PII].
[AGENT][NEUTRAL] OK, um, and his email address?
[CUSTOMER][NEUTRAL] Mm, let's take this's email address. Let's just look it up here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, um, do you have [PII]?
[AGENT][NEUTRAL] Yes sir, that's it.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what can I do for you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, well, what initiated this was a letter that we received or an email we received from your department indicating that we were mailing our payments to the wrong address. I guess we had an old address and that sort of caused me to do a little bit of research and update our records. I'm I'm in the bookkeeping department here by the way, but in doing so I realized that.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The last payment we made to you was uh earlier this month according to my date it was uh [PII]. You may have gotten it maybe sometime after maybe a week later or so.
[CUSTOMER][NEGATIVE] But I'm noticing that it appears as though we made a duplicate payment. We paid you twice.
[CUSTOMER][NEUTRAL] According to our records.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what month was that?
[CUSTOMER][NEUTRAL] January this month.
[AGENT][NEUTRAL] In January, OK.
[AGENT][NEUTRAL] All right, Mr. [PII], um, give me just a moment uh let me get somebody in billing on the line, um, since you're not listed as a contact person, I'm not really sure um if we can give you any information, but I can definitely have them look into that, um, but let me check with them first, OK?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, a double payment in [PII]. Oh, how much was the amount that you're
[CUSTOMER][NEUTRAL] $5576.89 576 89.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright Mr. [PII], hold on just a second, let me see if I can get some money on the line in billing and see if they can talk to you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] All right. Was there anything else I can do for you?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Sorry, Mr. [PII]. Was there anything else I could do for you?
[CUSTOMER][NEUTRAL] Um, well, that's, that's the my main issue is to look into this double this duplicate payment. Are you hanging up on me? Is that, is that why you're asking me if there's anything else? OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No. No, sir, I am not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we just have to ask before we transfer or hang up, um, if there's anything else we can help you with, um, so.
[CUSTOMER][NEUTRAL] No, no, that's my, that's my main concern, that's my main concern about the duplicate payment.
[AGENT][NEUTRAL] All right, Mr. [PII]. All right, hold on just a moment for me, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Girl, I got you again.
[CUSTOMER][NEUTRAL] Oh, I hope it's an easier one.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] This one I have no idea um so this is a, a group calling in but he's not the group contact and I checked OSC and he's also not registered in the OSC um, he gave me the the group contact person and the phone number that's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On his OSC account for the group contact person but it's not the phone number that's in EMPL if that makes sense.
[CUSTOMER][NEUTRAL] Yeah, it does.
[AGENT][NEUTRAL] OK, so he gave me that but he's not listed, um, but he's calling because he's saying that he got a letter saying that um they were sending the payments to the wrong address and so he started looking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And he noticed that they had a duplicate payment um this month. Can you take a look at the group?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, what's the right number?
[AGENT][NEUTRAL] 24922.
[CUSTOMER][NEUTRAL] OK, yeah, we've been sending those out trying to get them. OK, that's actually a group that I talked to earlier who's on the phone?
[AGENT][NEUTRAL] His name is [PII]. He's the bookkeeper.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You can go ahead and put him through and I'll see what I can do.
[AGENT][NEUTRAL] Oh, I do see you talked to somebody today.
[CUSTOMER][NEUTRAL] Yeah, I did.
[AGENT][POSITIVE] OK. All right. Well, here he comes. Thank you.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][POSITIVE] Thank you for calling AP