AccountId: 011433970860
ContactId: 55f98ca0-cf7d-4c32-a334-3af68a2f7546
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167839 ms
Total Talk Time (AGENT): 81982 ms
Total Talk Time (CUSTOMER): 79516 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/55f98ca0-cf7d-4c32-a334-3af68a2f7546_20250331T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see if we actually owe we got another invoice but I'm pretty sure that I just paid it last week.
[AGENT][NEUTRAL] OK, I can take a look at that for you. um, do you have your group number?
[CUSTOMER][NEUTRAL] Uh yes, 257-777.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, [PII], can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] It's [PII] sorry.
[AGENT][NEUTRAL] Thank you. And what about the phone number we should have on file?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you. And is that a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright perfect thank you [PII] and can you verify the contact person that we should have on file?
[CUSTOMER][NEUTRAL] I'm thinking it's [PII].
[AGENT][NEUTRAL] Yes ma'am, and can you verify the email address we should have?
[CUSTOMER][NEUTRAL] It would be we move the earth.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Um, [PII] or there's a B in there.
[AGENT][NEUTRAL] OK, we have, we moved. OK, alright, perfect, thank you, [PII]. Alright, and so you're no you're fine. So you're calling and wanting to, um, just check to see about an invoice, is that correct?
[CUSTOMER][NEUTRAL] Sorry, I forget about that one.
[CUSTOMER][NEUTRAL] I have an invoice number and I think we've already paid it but you might not have got the check just yet because I know I paid it Thursday last week.
[AGENT][NEUTRAL] OK, what's that invoice number?
[CUSTOMER][NEUTRAL] 0006385669
[AGENT][NEUTRAL] Um, alright, that's the April invoice and let me look and see if we've received anything yet.
[CUSTOMER][NEUTRAL] Because I think what happened or I think what's happening is we received one by email and I paid that one but we received one now by mail.
[AGENT][NEUTRAL] So the yeah, the last payment we received was the March invoice and that was received and processed on [PII] um we haven't received another payment um or we haven't processed.
[CUSTOMER][NEUTRAL] But I'm not sure.
[CUSTOMER][NEUTRAL] But I know I just paid one last week.
[AGENT][POSITIVE] OK, so we'll probably get it.
[CUSTOMER][NEUTRAL] So should I just wait a little bit and call like maybe towards the end of the week?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, because it doesn't look like we've gotten it just yet.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I can do that.
[AGENT][POSITIVE] Alrighty Miss [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye.