AccountId: 011433970860
ContactId: 5973cb90-8eba-403c-ba73-13dc6d9b9ddc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467140 ms
Total Talk Time (AGENT): 168949 ms
Total Talk Time (CUSTOMER): 231359 ms
Interruptions: 11
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/5973cb90-8eba-403c-ba73-13dc6d9b9ddc_20250205T23:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good [PII] um I have somebody with a group on the line and she has some questions about billing. Can I give you the group number?
[AGENT][NEUTRAL] Yeah, what's the number?
[CUSTOMER][NEUTRAL] Uh, group number is gonna be 25078 and it should be for River Rental tools.
[AGENT][NEUTRAL] All right. And who do we have on the line?
[CUSTOMER][NEUTRAL] Um, we're speaking with [PII].
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And did she say anything about specific about what billing issues she was having?
[CUSTOMER][NEUTRAL] Yeah, so when she called in, um, if you look in the notes I see she had talked to us I guess on the [PII] they had sent in a check for premium for December, and I guess we hadn't received it and like we had said we weren't able to wait um or the policy was gonna lapse so [PII] sent us a sent check to cover that premium.
[CUSTOMER][NEUTRAL] Um, she said that I guess the first check was found by us and so she just is wanting to make sure we don't cash the second check or where this second check is. That's really her concern and I have check numbers if you need them.
[AGENT][NEUTRAL] OK, um, let me see.
[AGENT][NEUTRAL] Because I don't
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Um, what was the, what's the date on the check?
[CUSTOMER][NEUTRAL] So she said the original check she sent on [PII].
[CUSTOMER][NEUTRAL] And then the second one she sent on [PII].
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] We not have them yet.
[AGENT][NEUTRAL] 250
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK, and OK, so the one from [PII] we do have.
[AGENT][NEUTRAL] Let me make sure.
[CUSTOMER][NEUTRAL] Is that the check number 72552?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so yeah, she said the original check number was 72,490.
[AGENT][NEUTRAL] 72,490 yeah I see this on the remit and then she wrote replaced by check number 72552 and closed.
[AGENT][NEUTRAL] All right. I can talk to her, but um I'm gonna have to let uh [PII] and [PII] know.
[AGENT][NEUTRAL] Um, just, cause [PII] would know more, but she's gone for the day. But yeah, I can talk to her and I'll just let her know that I'll have [PII] or [PII] follow up with her cause [PII] does [PII]. Um, but I'll have, I'll get with [PII] and [PII] about it and then have one of them follow up with her tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, [PII] I appreciate it. Do you want our call back number?
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] The ending is [PII]. She said that's her direct line. Everything else is the same.
[AGENT][NEUTRAL] OK, alright, you can go ahead and send her over.
[CUSTOMER][POSITIVE] All right, I appreciate you, here she comes.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, this is she.
[AGENT][NEUTRAL] OK. So I understand that you, um,
[AGENT][NEUTRAL] I had a question about a couple of checks you said that one, you, uh, recent, um,
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, I failed to recognize the change of of of remittance address.
[CUSTOMER][NEUTRAL] And, and it, and you know my system populates it automatically and I failed to recognize that y'all had the the uh uh the address had changed to one in [PII].
[CUSTOMER][NEGATIVE] And, and so I got a call that uh the bill that I had paid at the beginning of January had not been received.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the person I was working with did not welcome waiting a little bit longer so I went ahead and cut the check. It turned out the very the very day I cut the check and put it in the mail was the day that I got a call back to say oh we received the check, the original check.
[CUSTOMER][NEUTRAL] Have you received the second check that check number would be 72552.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, uh, uh, we do have it and I'm looking in, uh, your account representative, um, her, uh, folder. It, it is showing that we have it, but I'm adding a note here, uh, for her not to process this.
[CUSTOMER][NEUTRAL] I mean just
[CUSTOMER][NEUTRAL] There I make the comparison. I rarely do.
[CUSTOMER][NEUTRAL] This goes with.
[CUSTOMER][POSITIVE] Oh perfect. That would be wonderful if you can, can you void that and you can you send it to me or?
[AGENT][NEUTRAL] Yeah, uh, we'll, uh, we'll have to get it voided, um, and on our side and get it sent back to you, um, and I'm gonna let your account representative [PII] know about that, and she'll get the process started and then she'll follow up with you, um, via email if that's OK, or I can have her give you a call back if you prefer a call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] days ago.
[CUSTOMER][NEUTRAL] [PII] is going to.
[CUSTOMER][NEUTRAL] No, email is fine, email is fine.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So we're OK so that check has not been processed.
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] No, this has not been processed yet.
[CUSTOMER][POSITIVE] Oh wonderful thank you so much.
[AGENT][POSITIVE] Looks like we just received it today actually yeah.
[CUSTOMER][NEUTRAL] I should have followed up right away and I, you, it's the close out for our year and it has been, it's been crazy. I'm sorry.
[AGENT][POSITIVE] No, that's OK. Um, I'm happy that we were able to catch it and call just in time, so we.
[CUSTOMER][POSITIVE] Yeah, oh good.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Just in time is a pleasant change.
[CUSTOMER][NEUTRAL] Then just oh it's just a little bit late.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] No problem. We can check and then I'll have.
[CUSTOMER][NEGATIVE] It didn't at that very moment it looked done and within 10 minutes it looked ridiculous stupid.
[AGENT][NEUTRAL] And I'm gonna send her a direct message, so she'll see that when she gets here in the morning. And we'll get everything squared away. So just be expecting an email from them, probably sometime tomorrow, if not tomorrow, then I'd give it till the end of uh Friday.
[CUSTOMER][NEUTRAL] So now
[CUSTOMER][NEUTRAL] Whoever stages this, they sit.
[CUSTOMER][NEUTRAL] And around the junction you've got the sea waters.
[CUSTOMER][POSITIVE] Is is incredible.
[CUSTOMER][POSITIVE] Awesome that's that's perfect as long as I know that I can reconcile my my January billing, uh, and know that that check is not going through, OK.
[AGENT][POSITIVE] Yeah, yeah, we'll get that taken care of for you.
[CUSTOMER][POSITIVE] Awesome thank you so much have a good evening.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] I'm, I'm good, thank you very much that was a big help.
[AGENT][POSITIVE] All right, no problem. Thank you for calling APL. I hope you have a great rest of your night.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.