AccountId: 011433970860
ContactId: 67deebf0-aea0-4b39-ac17-f0c1b0b553e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262670 ms
Total Talk Time (AGENT): 130689 ms
Total Talk Time (CUSTOMER): 84986 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/67deebf0-aea0-4b39-ac17-f0c1b0b553e3_20250113T21:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] I'm well. How about yourself?
[CUSTOMER][NEUTRAL] Doing alright thank you um I've got a group admin on the line um she said that she's needing to change their bank account information for the group and she wants to make sure that they are up to date that they don't have any pending invoices or anything.
[AGENT][NEUTRAL] When you say their bank account information for what?
[CUSTOMER][NEUTRAL] She said for draft.
[AGENT][NEUTRAL] We don't do draft.
[CUSTOMER][NEUTRAL] I didn't think so, so I'm not quite sure what she means.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, I'm so sorry, what was the other thing?
[CUSTOMER][NEUTRAL] I didn't want to argue.
[CUSTOMER][NEUTRAL] Say it again. I'm sorry.
[AGENT][NEUTRAL] What was the other thing?
[CUSTOMER][NEUTRAL] Um, she wants to make sure that there's no pending invoices and that they are up to date.
[AGENT][NEUTRAL] OK, OK, OK, let's see here, oops wrong.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would there be any reason for a group to have saved bank information with us?
[AGENT][NEUTRAL] No, I guess I was thinking of agent like for their um
[AGENT][NEUTRAL] When they, they get paid their, um, I can't even think of the word right now.
[AGENT][NEUTRAL] uh commission, like I was thinking that, but not a group, a group, we shouldn't have groups information.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I was trying to rack my brain thinking of that. I'm just getting over COVID so I'm like really.
[AGENT][POSITIVE] Oh no, I'm so sorry to hear that. I'm glad you get over with them.
[CUSTOMER][MIXED] No, that's OK. Yeah, me too, but still a little mushy brained.
[AGENT][NEUTRAL] What's that uh group number?
[CUSTOMER][NEUTRAL] It is 26678.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Uh, we're speaking with [PII]. It's, it's the contact.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And the number on the screen, the one that she gave you for a callback?
[CUSTOMER][NEUTRAL] Yes, the [PII].
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] OK awesome yeah I'm ready for it thank you.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi, this is Amber and billing. I understand you have a question about uh open invoices.
[CUSTOMER][NEUTRAL] Well, I just want because we have to change the account number, the checking account, um, and I just wanted to make sure, um, I don't know if I could do that online because I'm online, but I also wanna see if there's any open invoices like from what I'm looking online it doesn't look like it but I can't sell.
[AGENT][NEUTRAL] Um, well, we wouldn't.
[CUSTOMER][NEUTRAL] Oh it says I have no open invoices.
[AGENT][NEUTRAL] We wouldn't um keep your account information since we don't do auto draft that would just be something you would change um the next time you were to submit a payment online, so that wouldn't be something that we store on our side it might be in the system like for you to like if it says remember but it would just be something you would need to change when you submit a payment um I don't see any open invoices I do see one that looks like it was hung up though let me check on this real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The uh most recent invoice for January, it's uh let's see.
[AGENT][NEUTRAL] Did you guys pay that by check?
[CUSTOMER][NEUTRAL] Usually I pay by check, yes.
[AGENT][POSITIVE] OK awesome that must be what it is. Let's see here.
[AGENT][NEUTRAL] I submitted it back in December and it just hasn't processed yet so I'm just trying to figure out what that's about.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] January
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I apologize, it's run a little bit slow.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] 71,790. Well, I am not sure why that didn't go, so I'll just look into that once we get off the phone. I'll contact the IT department and get that straightened out, but as of right now there is no open invoices. The um the let's see this weekend it looks like it probably the new invoices will run this weekend, so they should be available the first of next week.
[CUSTOMER][NEUTRAL] OK, so just wait then.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK alrighty that's all I need to know thank you so much I appreciate it.
[AGENT][POSITIVE] Oh, OK. Yes, ma'am. [PII], you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you, thank you, bye bye.
[AGENT][NEUTRAL] Bye-bye.