AccountId: 011433970860
ContactId: 6531d4c0-a4f1-4d82-8ad6-fe93b62583e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 562380 ms
Total Talk Time (AGENT): 243500 ms
Total Talk Time (CUSTOMER): 182516 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/6531d4c0-a4f1-4d82-8ad6-fe93b62583e1_20250317T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I'm, this is [PII] from Sutton Ferries. We're, uh, I'm calling about, uh, 3 invoices we haven't paid you since January, and for some reason I don't know why we used to pay through an ACH and it stopped this year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Uh, so we're 3 months behind and I'm not sure why.
[AGENT][NEUTRAL] Oh my. OK, sir. All right.
[CUSTOMER][NEGATIVE] You were you were you were you were you were auto debiting our account and then you quit.
[AGENT][NEUTRAL] OK, well, we'll make sure that we get to the bottom of that, sir. Um, can I please get your group number?
[CUSTOMER][NEUTRAL] Uh, I don't have it in front of me. All I have is an invoice right now.
[AGENT][NEUTRAL] OK, what is the invoice number, sir?
[CUSTOMER][NEUTRAL] Oh, here, oh, here's the group and I'm sorry I got 20665.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, can you please verify um the a good call back number and the address for the group?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and the call back is [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying that information for me um and then what.
[CUSTOMER][NEUTRAL] And, and, and by, by the way, that is not our mail, mailing address, that's our physical address. Our mailing address is a PO box.
[AGENT][NEUTRAL] OK, I'll make sure that um we let uh group billing know that that needs to be updated also sir and then uh can you give me the invoice number?
[CUSTOMER][NEUTRAL] 637-711-9
[AGENT][NEUTRAL] OK, and then the amount that.
[AGENT][NEUTRAL] You're going today?
[CUSTOMER][NEGATIVE] It's 857 and $857.35. I'm not gonna pay it on the phone here. I'm gonna, we're gonna send you an ACH. I wanna know why it's not working.
[AGENT][NEUTRAL] OK, alright, well we'll we'll get you some answers. I'm gonna need to transfer you on over to group billing so that they can discuss um further with you as far as the ACH payments and we're getting that address updated for you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um [PII] on the phone from group number 20665.
[AGENT][NEUTRAL] I don't see him as the contact person.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] I thought at first he was calling to make a payment because he said they're 3 months behind on their invoices because we're no longer letting them do ACH withdrawal and he's upset and wants to know why we don't have ACH withdrawal on them anymore.
[AGENT][NEUTRAL] And he did verify the physical address and the callback number.
[CUSTOMER][NEUTRAL] OK. And um I'm sorry, what was his name?
[AGENT][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] But I don't see anything in here.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I don't think that I can share that kind of information with him without him being.
[AGENT][NEUTRAL] Right, let me go back to him and um let him know that we don't have him as a contact person.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, if he wants to have some uh.
[AGENT][NEUTRAL] Which I should have done, but I.
[CUSTOMER][NEUTRAL] I'm sorry. I was just saying if you want to have them send an email to the care team, that would be better because then at least um we'll have it in writing and then we can address it that way.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will do that.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEGATIVE] Alright, I'll go back to it. OK, thanks. I'm sorry to bother you, yeah, but I had already clicked on bill and he says I'm not paying this online. I'm not paying this today over the phone. So I said, OK, alright, I'm gonna go back to him and let him know what's going on.
[CUSTOMER][NEUTRAL] OK, let me know if you do me a favor.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello sir?
[CUSTOMER][NEUTRAL] Yes, hello.
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], I'm not finding you as the group contact person on this group.
[AGENT][NEUTRAL] Uh, so what we're gonna need for you to do is you're gonna have to send an email to the care team with your concerns about the group and as far as not being on auto draft anymore.
[AGENT][NEUTRAL] Let me give you that email address.
[CUSTOMER][NEGATIVE] Well, you're not going to get paid today if I have to do that.
[AGENT][NEUTRAL] That's, that's sir. I can't do anything because you're not the contact person on the group.
[CUSTOMER][NEUTRAL] Who, who, who, who is the who is the who is the contact? [PII]?
[AGENT][NEUTRAL] No, sir. I'm not allowed to give that information.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] No sir, I can't give that information.
[CUSTOMER][NEUTRAL] Have you been doing an A and we've been paying you through ACH?
[AGENT][NEUTRAL] I can't provide any information about the group sir because you're not the group contact person.
[CUSTOMER][NEGATIVE] This is nuts.
[AGENT][NEUTRAL] It's for security reasons, sir.
[CUSTOMER][NEGATIVE] Well, you better let me.
[CUSTOMER][NEUTRAL] I know, I, I understand, I understand. I, I don't, OK, so, um.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] What, what do I gotta do? Because I am the group it's, it's not just that, is it? Oh my goodness.
[CUSTOMER][NEUTRAL] Ah, [PII], damn.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, let me give you the email address to send the information to. It's [PII] [PII].
[AGENT][NEUTRAL] T E A M.
[AGENT][NEUTRAL] At Am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] And I say I, I, you're, you're break you're break you're break, ma'am, you're breaking up. I don't know how much your system is, but you're breaking up.
[AGENT][NEUTRAL] OK, the email address is [PII].
[AGENT][NEUTRAL] T E A M.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] At what?
[AGENT][NEUTRAL] A like Apple Michael.
[CUSTOMER][NEUTRAL] And it's.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Am public.
[CUSTOMER][NEGATIVE] You're, you're just, you're just cutting out. I.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEGATIVE] I'm gonna, I'm gonna read this back to you because you break up. I can't hear the whole, the whole thing. Care team [PII] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] [PII]. So what do I do to these people? send to these people?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're gonna send an email stating that um you wanted to be on ACH draft?
[AGENT][NEUTRAL] And the concerns that you discussed with me over the telephone today about the invoices not being paid?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, [PII], thank you so much for calling APL. I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] OK, you need a better telephone system here.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] Yes, sir. Thank you. All right, bye bye.