AccountId: 011433970860
ContactId: 65953db2-d5d1-48e6-b2c1-b17558ffb0d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342079 ms
Total Talk Time (AGENT): 124138 ms
Total Talk Time (CUSTOMER): 159296 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/65953db2-d5d1-48e6-b2c1-b17558ffb0d3_20250226T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I have Miss [PII] on the phone. She's not the contact person for group number 25538.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But she is calling because there was a check that they sent to us that we have not received and she wants to talk to somebody about that check.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Give me 1 2nd left.
[AGENT][NEUTRAL] OK, we have run the online. OK, alright, and did you verify anything else with her by chance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did not um I did not verify the address just because she wasn't the contact person and she's calling specifically about that check I probably should have. I did get her phone number though.
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Awesome. OK, I can take care. Thank you.
[CUSTOMER][POSITIVE] OK thank you bye bye Bree.
[AGENT][NEUTRAL] Mm, yes.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you have a question about a check that was sent.
[CUSTOMER][NEUTRAL] Yes ma'am, um, we that we sent to you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] We, we, we issued a check on [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, check number 6594.
[CUSTOMER][NEUTRAL] Um, in the amount of $1,008.09.
[CUSTOMER][NEUTRAL] To remit for our [PII] due uh billing.
[AGENT][NEUTRAL] OK, let me check on this for you real quick.
[CUSTOMER][NEGATIVE] The and this check along with uh 19 other of our checks that was mailed that same day are lost in mail.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] That's terrible.
[CUSTOMER][NEGATIVE] So I'm having to reach out to all the vendors that are affected by this lost check batch.
[AGENT][POSITIVE] Oh my goodness. Let's see. Well, that's a big old headache. I am so sorry to hear that.
[CUSTOMER][NEUTRAL] Yeah, well.
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] And who am I speaking with?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Uh, you probably tell me that.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Let's see here. Yeah, I've got a lot going on. I can completely understand.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And she gave me the group numbers 25538 Advanced Metalworks.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, um, the group plan is A as in apple 0175538.
[AGENT][NEUTRAL] Do you have a group number on your paperwork there?
[CUSTOMER][NEUTRAL] That's what I'm reading it off of Group is 14041.
[CUSTOMER][NEUTRAL] 0001
[CUSTOMER][NEUTRAL] A as in Apple 017.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] That's not gonna be a group number with us, love.
[AGENT][NEUTRAL] It is advanced Metalworks, right?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, your group number with us is 25538.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, I'm looking at the letter that stated [PII] from [PII] this is American Trust, this is APL, um, so yeah, that's, that's correct.
[AGENT][NEUTRAL] All right. I am not seeing it at the moment. I'm checking I put in, you said 6, check number 6594?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm yeah you haven't received that check it's lost in the mail that's what I'm calling to tell you.
[AGENT][NEUTRAL] Oh, OK. I thought you were asking if we had received it. I apologize.
[CUSTOMER][NEGATIVE] No, no, no, no, this, this, these checks are lost in the mail.
[AGENT][NEUTRAL] All right here.
[CUSTOMER][NEUTRAL] And it was paying the [PII] premium.
[CUSTOMER][NEUTRAL] Amount of $1,008.09.
[AGENT][NEUTRAL] All right, February, yes, ma'am.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] There's been an adjustment to that invoice and that full amount's not due, but I can send you the updated invoice or you could pull it up on our online service center because I do see that you have the uh account on there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, so how much is the um adjusted bill?
[AGENT][NEUTRAL] Which
[AGENT][NEUTRAL] The total amount due is $919.89.
[CUSTOMER][NEUTRAL] OK, alright, I can log into the portal and pull that adjusted uh invoice amount.
[AGENT][NEUTRAL] Yes, ma'am. I'm just looking here. I see.
[CUSTOMER][NEUTRAL] OK, what invoice number, what invoice number is, uh, just give me the last four digits, it'd be fine.
[AGENT][NEUTRAL] Uh, let's see. 0395.
[CUSTOMER][NEUTRAL] OK, all right, OK.
[AGENT][NEUTRAL] Alright, so and then we just generated our March invoice just so you know you'll see it up there as well.
[CUSTOMER][POSITIVE] Mhm OK all right perfect.
[AGENT][NEUTRAL] Is there anything else I could help you with while we're on the phone?
[CUSTOMER][POSITIVE] Um, not today, [PII], but I appreciate your help.
[AGENT][POSITIVE] I'm so sorry for all your trouble. Thanks for giving us a call.
[CUSTOMER][POSITIVE] Yeah, all right thank you bye bye.