AccountId: 011433970860
ContactId: 6902958e-308c-4569-9821-bdcce4d200c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1382880 ms
Total Talk Time (AGENT): 479761 ms
Total Talk Time (CUSTOMER): 303835 ms
Interruptions: 8
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/6902958e-308c-4569-9821-bdcce4d200c2_20250227T20:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] calling from Seler Construction.
[AGENT][POSITIVE] Yes, [PII], thank you for calling me back. OK. I have went through this.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On 26078.
[AGENT][NEUTRAL] Where the December is still outstanding.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, what I'm seeing is that we are $1,043.57 short.
[AGENT][NEUTRAL] But I wanted to ask about that because.
[AGENT][NEGATIVE] There should have been 4 checks. We only received 3 checks for this group.
[AGENT][NEUTRAL] And it and she wrote the numbers down on the invoice so I'm just wondering if it got if you could check and see if it got cashed.
[AGENT][NEUTRAL] And I can give you that check number.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Yeah, what's that check number?
[AGENT][NEUTRAL] 868.
[AGENT][NEUTRAL] 26.
[CUSTOMER][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] Because it might have got misplaced, it had got lost, you know, that's, that's what we wanna try to find out, but that's what I need to get this December paid.
[CUSTOMER][NEUTRAL] OK, let me see 868.
[CUSTOMER][NEGATIVE] I'm a bit of a mess today. Give me just a minute to get it together.
[AGENT][NEUTRAL] Uh, but you're fine. You're fine. I'm just wanting to get this cleared up for y'all. And um,
[AGENT][NEUTRAL] Everything.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] then there we go.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] In 2.
[AGENT][NEUTRAL] I was going to let you know that on our online service center I see that you did sign up but um.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] For you to have full access, I can give you the user name of because I mean that's why you can add users or what have you, um, and I'll give you that username on each one of those groups so you'll be able to do that and um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Have the access for all of that.
[CUSTOMER][POSITIVE] OK, yeah, that would be good because it's um.
[CUSTOMER][NEGATIVE] You know, a big of a disaster. I was gonna say a little bit, but I'm just gonna be honest with you.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Yeah. Bless her.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] It's um OK, let me go back and you said this one was in December?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] If I can get a date on the other [PII] just to help you out. The checks probably were written around the [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] OK, so let me go back.
[AGENT][POSITIVE] Maybe that'll help you a little bit anyway.
[CUSTOMER][NEUTRAL] It is. Um, I'm getting it, I think.
[CUSTOMER][NEUTRAL] You said 86826.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hold on, I'm gonna place you on hold just a second.
[AGENT][POSITIVE] That is fine. That's perfectly fine.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Oh, you're good, you're good.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, can I help you?
[AGENT][NEUTRAL] I was waiting on [PII].
[CUSTOMER][NEUTRAL] OK, hold on just a minute.
[AGENT][POSITIVE] No problem, thank you.
[CUSTOMER][NEGATIVE] OK, so the check number that you gave me was actually voided on our end.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So we need a replacement check for that.
[CUSTOMER][NEUTRAL] Now there she said there was another check that went out the same day for 11-96-74.
[AGENT][NEUTRAL] Mm OK. Well, let's see if we can find that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And it went out when?
[CUSTOMER][NEUTRAL] So there was
[CUSTOMER][NEUTRAL] Hold on, there was one that went out on [PII] for that 119674.
[CUSTOMER][NEUTRAL] And then there was another one that went out on [PII] and that one was for $3,754.04.
[AGENT][NEUTRAL] OK. You said the replacement was 1196, what?
[CUSTOMER][NEUTRAL] 11 9674
[AGENT][NEUTRAL] 74 and that check number?
[CUSTOMER][NEUTRAL] That one was 86822.
[AGENT][NEUTRAL] I got that one.
[CUSTOMER][NEUTRAL] And what about um the one that went out on [PII]?
[AGENT][NEUTRAL] I got 8
[AGENT][NEUTRAL] I've got 186 right the one to pay the June I mean the December invoice I had check 86823 8682286828.
[CUSTOMER][NEUTRAL] That one was
[AGENT][NEUTRAL] And that was to pay the December.
[AGENT][NEUTRAL] Because y'all pay in arrears, which that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 682-2.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 28 that's the other one and then.
[AGENT][NEUTRAL] So I needed just to pay for just to pay that invoice the December invoice I needed um.
[AGENT][NEUTRAL] The 86826, which was
[AGENT][NEUTRAL] For the 1000.
[CUSTOMER][NEUTRAL] Boy.
[AGENT][NEUTRAL] 4357. So that's how much short I am for the December.
[CUSTOMER][NEUTRAL] OK, OK, so I'll I'll get with [PII] and we'll.
[CUSTOMER][POSITIVE] We'll get another one and I'll get that one mailed out.
[AGENT][NEUTRAL] OK. I'll make a note of that. I mean, November invoice. I'm sorry.
[CUSTOMER][NEUTRAL] And that is for the uh.
[CUSTOMER][NEUTRAL] November.
[AGENT][POSITIVE] I said December, it's for the November. I do apologize because I got everything else for the rest of it.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Now even the other because see that email that she forwarded to me was for 3 different companies and in those 3 different companies there was uh one with the group number that had invoices open from October.
[AGENT][MIXED] That, those are good. Those are all just ignore those.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We got, I mean, is this one.
[CUSTOMER][NEUTRAL] OK, so the only one that we need to be current is this one.
[AGENT][NEUTRAL] Yes, and then February would be due.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You know, which we just mail, I mean we just did the February, so generated those.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yeah, I'm working on those right now to get those paid and sent out.
[AGENT][NEUTRAL] OK. Um, now, what I was gonna tell you too.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] On those invoices if any if there needs to be any adjustments or anything on there like if somebody comes off of the invoice you're able to go in there and take those off of those invoices before you pay them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I, um, so let me tell you what I did. I was proactive, so I've, um, when we let [PII] go I went in there to her computer and I set myself up accounts.
[AGENT][POSITIVE] So if that'll help you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For all of them except for the group 26,690 which is JHE.
[CUSTOMER][NEUTRAL] And then I called earlier and somebody set me up for that one.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] What is that? 2, what was that number again?
[CUSTOMER][NEUTRAL] So now I, I have the online.
[CUSTOMER][NEUTRAL] 26,690
[AGENT][NEUTRAL] Oh, that's a new one.
[AGENT][NEUTRAL] Wow, I didn't know about that one.
[CUSTOMER][NEUTRAL] Oh well.
[AGENT][NEUTRAL] And that, and now that has the October, November, and December, that is due.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so all those.
[AGENT][NEUTRAL] That for that group, the 26,690 is due, yes. I didn't know that was part of it and I do apologize because I didn't know.
[CUSTOMER][NEUTRAL] For this group
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well that's OK because when I I set myself up for the ones that she had herself set up for and this one it wasn't on there so I didn't, I didn't think anything about it and then whenever I was looking at the bills that that we received.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] This one was on there and I said well I don't I don't have an online account to that one I don't understand and then I got that email about how it was behind from October so then I called earlier and somebody set me up online and I did see.
[CUSTOMER][NEUTRAL] I did see those invoices so I, I don't know what she was doing.
[AGENT][NEUTRAL] Um, well, I didn't, well, I was gonna tell you too that once you get all this, um, set up and everything, um, that in the future, if y'all decide to, you're able to pay these online as well.
[CUSTOMER][NEUTRAL] To be honest with you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, I'll, I'll look on there and see.
[AGENT][NEUTRAL] So if that is something that y'all, you know, might wanna do, save you checks or whatever, you know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And, and also a faster way and faster way to get those paid as well.
[CUSTOMER][POSITIVE] Yeah, that may be better.
[CUSTOMER][NEUTRAL] Right, OK, all right, and I'll uh.
[AGENT][NEUTRAL] You know, because you can set up an EFT and have those taken out like that.
[CUSTOMER][NEUTRAL] OK, alright, I'll uh talk to [PII] about it. I'm not sure um how they really like to do it, but it's something that I can bring up to her.
[AGENT][NEUTRAL] Yeah. Oh, yeah. I mean, we like to offer that just so you can. And if you'll look, if you're, if you go online and you look and see just
[AGENT][NEUTRAL] Before I
[AGENT][NEUTRAL] Change everything else on the other thing um if you'll look on that group, the 26,690 when you go online and if you've got a manage user thing right there.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That tells me that you've got full access to which I know you do with this one, but if you check the other three to see if you've got that if you don't have that manage users, let me know and I'll get that fixed to where.
[AGENT][NEUTRAL] You'll be, like I said, I'll give you the information to.
[CUSTOMER][NEUTRAL] OK, yeah, let me, uh.
[AGENT][NEUTRAL] Because we can't change the original person who set it up.
[AGENT][NEUTRAL] We can't change the user names, but we can fix it to where you would have that access.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, see, I do for the, the 26,690, but for the other three when I get on there and click it, it just says group contact information and payment account and it won't.
[AGENT][NEUTRAL] OK, so you don't have the manage users. OK, I can, OK, what I'll do is I will email those to you and I will get everything changed to where I can fix it to I mean where you will have the, be able to add somebody else say if you're not there somebody else can go on there and look at it and take care of it.
[CUSTOMER][NEUTRAL] Mm, not on the other three.
[AGENT][NEUTRAL] Or what have you. Like [PII], I know she's the owner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or one of, you know,
[CUSTOMER][NEUTRAL] Somebody else that may we're supposed to be hiring somebody for that position. I was hired for a different position, but I've just been kind of doing it all so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, you told me that.
[AGENT][NEUTRAL] But what I'm saying is in this in this instance you'd be able to add that new user or what have you is what I'm saying and then you would still have access to you'd still have access but you would be the main one that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, yeah, yeah, that would be good.
[AGENT][NEUTRAL] You know,
[CUSTOMER][POSITIVE] To do it, OK, yeah, that sounds good if you don't mind.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't mind at all but I just wanted to make sure that we get this cleared up because it's been, uh, I've had it since December and been trying to get it cleared up and it hadn't and then come to find out that that was what it was since we're missing that check and if you said that was voided, we do need to get that replaced.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright, and I'll get with [PII] and we'll get that uh squared away and then I'll work on that other group to getting all those paid.
[AGENT][NEUTRAL] OK, I'll make a note on that account and um let them know that.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] You are getting that taken care of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As well, so
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Well, thank you, [PII] for calling, uh, calling me back and
[CUSTOMER][NEUTRAL] Yes ma'am
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] You have a good, yes, cause I handle this, so I mean.
[CUSTOMER][NEUTRAL] I'm sure we'll we'll talk again.
[AGENT][NEUTRAL] That's the reason why.
[CUSTOMER][POSITIVE] Yeah, if I have anything else, I'll uh I'll definitely give you a call back.
[AGENT][POSITIVE] And you've got my number and you got my extension, so.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII] and you have a good day and thank you again for calling me back.
[CUSTOMER][NEUTRAL] Yes ma'am, bye.
[AGENT][NEUTRAL] All right, bye bye.