AccountId: 011433970860
ContactId: 62c299a6-6bba-4622-b857-5594fd179c66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459359 ms
Total Talk Time (AGENT): 220124 ms
Total Talk Time (CUSTOMER): 173837 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/62c299a6-6bba-4622-b857-5594fd179c66_20250110T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm sorry. Who's this?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from Claims.
[AGENT][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] [PII], I have [PII] from group number 26609 on the line.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And apparently she has some issues with some payments and she wants to get some help about it um, would you be able to assist her?
[AGENT][NEUTRAL] Um, I could turn
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] You get the number, right? The.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And I apologize, what was her name?
[CUSTOMER][NEUTRAL] The group is 26609 and her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure if she's the contact she says she might be, but um I'm not able to verify that here.
[AGENT][NEUTRAL] Uh sorry, I'm trying to get this all pulled up here.
[AGENT][NEUTRAL] OK. And by chance did you get a callback number from her?
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] No, OK, no worries. I can get it. No worries, thank you. I can take her now.
[CUSTOMER][NEUTRAL] No, I didn't. I'm sorry.
[CUSTOMER][NEUTRAL] Alright, uh, she already knows that she's gonna be transferred. Here she comes, sorry?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] in the billing department. I understand you have a few questions about your bill.
[CUSTOMER][NEUTRAL] Yes. Uh, do you speak Spanish?
[AGENT][NEUTRAL] No, ma'am, I do not.
[CUSTOMER][NEUTRAL] OK, I'm trying to explain to you what happened.
[CUSTOMER][NEUTRAL] Uh, we always made the pay uh through the website.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But on December we can, um we, we can uh check.
[CUSTOMER][NEUTRAL] But I don't know why in submitting invoices we have uh an invoice from September.
[CUSTOMER][NEUTRAL] On the website.
[CUSTOMER][NEUTRAL] And I can make the pay for January.
[CUSTOMER][NEUTRAL] Can you help me with that?
[AGENT][NEUTRAL] You would like to make a payment for January, is that what you're saying?
[AGENT][NEUTRAL] Because I see that the payment was set up for the August, I mean for the September invoice.
[CUSTOMER][NEUTRAL] But that invoice it's already paid.
[AGENT][NEUTRAL] Right, yeah, I see that it was set up way back in September. It just hasn't cleared. That's very strange.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I tell you what, let me, what I'm gonna have to do for the September invoice is submit um a ticket for that to be um looked at by our IT department because they need to fix that and uh let's see here, but we could definitely take care of the the January payment if that's what you would like to do, but I will have to let's see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. 2667.
[CUSTOMER][NEUTRAL] Because that for that uh September invoice, we can make the the the payment through the website. So on December we have, we, we send a check, but
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] We prefer it um.
[CUSTOMER][NEUTRAL] ACH
[AGENT][NEUTRAL] Yes ma'am, I see that it was set up on the on the website to pay. I'm not sure why it hasn't cleared. That's very strange and it's a very long time ago for it to not have done that. So I will have my IT department look to um investigate what's going on there. Do you know if that has cleared your account?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What, what, what, what my account what?
[AGENT][NEUTRAL] Did the
[AGENT][NEUTRAL] The amount from September, did that come out of your account?
[CUSTOMER][NEUTRAL] No, I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] Because that's the, the other guy finance department do the, the payment, so I don't know.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like to pay the other one online or over the phone with the credit card? How would you like to take care of January?
[CUSTOMER][NEUTRAL] Uh, they pay online.
[AGENT][NEUTRAL] OK. All right, so what I'm gonna do is look into
[AGENT][NEUTRAL] I'm gonna have I'm gonna submit a ticket for IT department to look at this payment from September and find out why it hasn't cleared um.
[AGENT][NEUTRAL] Without knowing whether or not it's cleared your account or not, I just, I don't know in the situation if it's already cleared it's just not processed in our system or what so I need to I need to get them to look into it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But it's weird. It's weird because it's already paid, so I don't know why.
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, sometimes they get caught up for some reason. I'm not sure why, but um this is an old one and we definitely need to look into this so I will get a ticket submitted for you and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] We will figure that out for you guys.
[CUSTOMER][NEUTRAL] OK, so in maybe until next week uh we available for Metapa.
[CUSTOMER][NEUTRAL] The baby?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm, I'm sorry, what?
[CUSTOMER][NEUTRAL] Maybe next week, uh, OK, you, you're going to open a ticket with IP so maybe next week we are available for to make the payment.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Well, if, if the money's already cleared your account it's just gonna be a matter of them fixing it in our system to show that it's paid, um, but otherwise um.
[AGENT][NEUTRAL] I, I truly, I don't know why it's hung up, but if you guys wanna go ahead and do January, it's not gonna affect anything with September.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, we, we can, we can do the, we can do make a payment through the website.
[AGENT][NEUTRAL] Oh, it will not allow you to?
[CUSTOMER][NEUTRAL] For that invoice, no, uh, we can't.
[AGENT][NEUTRAL] Oh, I apologize. I didn't realize that it was not letting you.
[CUSTOMER][NEUTRAL] No, no, that's the reason we send a, uh, we send a check from December invoice.
[CUSTOMER][POSITIVE] Because we can do, we can make some.
[CUSTOMER][NEUTRAL] A through the website.
[AGENT][NEUTRAL] So you're trying to pay January, not allowing you to?
[CUSTOMER][NEUTRAL] For the invoice.
[CUSTOMER][NEUTRAL] No, this time, no, because we, we want uh resolve this first.
[AGENT][NEUTRAL] All right, let me see here, um.
[AGENT][POSITIVE] May I have a good callback number for you real quick?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right. I tell you, excuse me, I'll tell you what. Let me submit this ticket and um as soon as I hear back from IT, we'll figure out what's going on with your September and then once that's cleared up, we might be able to, it, it might just fix everything for January. Excuse me.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] So I tell you what I'm gonna give you a call back directly once I hear back from them and um we'll get this figured out for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am, is there anything else while we're on the phone that I can take care of?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, all right, Ms. [PII]. I will give you a call back. Thank you for calling APO.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, have a good day.
[AGENT][NEUTRAL] Bye-bye.