AccountId: 011433970860
ContactId: 6a42edf0-b56e-498e-9289-a94225a04379
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 762909 ms
Total Talk Time (AGENT): 309237 ms
Total Talk Time (CUSTOMER): 206792 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/6a42edf0-b56e-498e-9289-a94225a04379_20250320T13:33_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], this is [PII] in Broker Resources. How are you this morning?
[AGENT][NEUTRAL] I'm well. How about yourself?
[CUSTOMER][NEUTRAL] Pretty good. Um, I do have a broker's office online. Um, her name is [PII] and she's with Northeast Solutions, which is [PII]. Um, she is calling about a certain set of groups, um, and whether, um, I don't see that she said that they made payment on [PII]. I don't see that in the system, and so I was hoping maybe you could dive deeper with her and I can give you the PRDs that she's talking about.
[AGENT][NEUTRAL] OK, what are those numbers?
[CUSTOMER][NEUTRAL] It's 26728.
[CUSTOMER][NEUTRAL] 26,730.
[CUSTOMER][NEUTRAL] 26731.
[CUSTOMER][NEUTRAL] 26732 and 26733 they're all common ownership they're all tied together.
[AGENT][NEUTRAL] Right. What, um, did you say her name was again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the callback numbers what we have on the screen.
[CUSTOMER][NEUTRAL] Um, yes, [PII].
[AGENT][POSITIVE] Awesome. OK, I'll take her.
[CUSTOMER][POSITIVE] OK perfect thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the group billing department. How are you this morning?
[CUSTOMER][POSITIVE] Good. How are you, [PII]?
[AGENT][NEUTRAL] I'm well I understand you're uh inquiring about some payments made for March invoices.
[CUSTOMER][NEUTRAL] For January and February invoices, yes.
[AGENT][NEUTRAL] 00, I see. OK. Let's see here.
[AGENT][NEUTRAL] She gave me a handful of group numbers, so I'm looking at those real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like so far on the first two she gave me that the February invoices are still open.
[AGENT][NEUTRAL] Oh, that one still has January February, but I have more places to look. I'm just looking to see whether or not they're still open.
[CUSTOMER][NEUTRAL] OK, um, yeah, so if we can really look into that because I have checked numbers and confirmations that these were paid in the beginning of March and we're already in [PII], so I don't know why it hasn't been processed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK, I thought those numbers look familiar. Those are mine, so let's see here.
[AGENT][NEUTRAL] You said checks were sent in?
[CUSTOMER][POSITIVE] Yes, and I can give you all the information on those payments invoice numbers, check numbers, date, amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just so I know, do you know whether or not they have cleared?
[CUSTOMER][NEUTRAL] Well, that part I don't know that part, but you would have to tell me that part.
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] No, no, I mean the, the accounts of the, the checks from which they were written from, it's fine. I just wondered if you had, you know, that proof that they had been cleared because I don't see those checks. Um, let's see here. Let me look for the check numbers, let's see.
[AGENT][NEUTRAL] Do you by chance know what address those checks were sent to?
[CUSTOMER][NEUTRAL] Yes, so they were sent to a PO box.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] What city was that?
[CUSTOMER][NEUTRAL] What city?
[AGENT][NEUTRAL] Yeah, I only asked, yeah, see that's gonna be the problem. I mean, we're still receiving them, however, um, we have changed banks and we have sent out numerous um reminders and and notifications of this to change the the remit and address. It's now O Bank of Oklahoma. I will be more than happy to send you that information. Let me see here.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh wow, OK. Yes, please.
[AGENT][NEGATIVE] Yeah, we're so we're still receiving it in [PII]. There should be no reason why it got turned away or returned to sender, but um it's definitely slowing down the process of receiving payments. Let's see here.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] What is a good email address for you?
[CUSTOMER][NEUTRAL] Yes, so it would be [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. OK, bars that any solutions.
[AGENT][NEUTRAL] All right, let's see here, attach.
[AGENT][NEUTRAL] I'm just gonna get that to you while we're on the phone here.
[CUSTOMER][NEUTRAL] And uh email I sent an email on the [PII], so this Monday to APL customer care team um with all of their paycheck with all the the check numbers, confirmations and everything. So is there a way that you can, if someone can grab that and at least put it on their account while you guys are pending these actual payments to come through so that way they stop receiving notifications that they're having outstanding balances.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me see if
[AGENT][NEUTRAL] Yes, ma'am. All right, let's see here. It might have already put it in there, um.
[AGENT][NEUTRAL] In that the notifications they're not necessarily that we've received, but let me see oh goodness.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] 26728.
[AGENT][NEUTRAL] I think that's just the.
[AGENT][NEUTRAL] Notification they received yesterday.
[AGENT][NEUTRAL] Yeah, that's that.
[AGENT][NEUTRAL] I don't see it in there yet. Do you know when you said you send that?
[CUSTOMER][NEUTRAL] I send it on the [PII] on Monday.
[AGENT][NEUTRAL] The [PII], OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] I can um forward it. I just got your your email now. I can forward it to you as well.
[AGENT][POSITIVE] That would be great thank you so much. This is one of my groups um I handle Florida so um I can definitely make sure that gets me to the right place.
[AGENT][NEUTRAL] The care team, um, it kind of disseminated to us when they receive stuff for the billing department so it might just be that they haven't gotten to that yet. I don't know why they wouldn't have, but it just might be that they haven't gotten to it yet.
[CUSTOMER][NEUTRAL] OK, let
[CUSTOMER][NEUTRAL] OK. I'm gonna send it to you now and just I'll wait just to confirm you received it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm looking at each group number just to see if maybe it was only placed into one for some reason.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that was sent.
[CUSTOMER][NEUTRAL] OK, so now the new address would be for the Ok [PII] City, those the PO box.
[AGENT][POSITIVE] Yes ma'am. Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not seeing any any of the groups so I'll get that there once I receive it.
[AGENT][NEUTRAL] Yeah, I'm looking just about everywhere I can find. I don't see anything.
[AGENT][NEUTRAL] And you said these checks went out um.
[AGENT][NEUTRAL] In February?
[CUSTOMER][NEUTRAL] No, they went out in in in the beginning of March, um.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, for the for payments for February invoice was the beginning of March.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just got your email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can do a search for those check numbers and see if maybe it comes up that way that it just I don't know for whatever reason it might not be in the right place.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See here.
[AGENT][NEUTRAL] number 1214.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know if they were all sent at the same time or separately?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I believe those attachments have the dates and times on it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I just wanted to make sure because if they're all set together, then we don't have one, I'm sure we don't have the rest. No, I'm not seeing them love.
[AGENT][NEUTRAL] 6742.
[AGENT][NEUTRAL] And I'm sure the delay is in that they went to [PII], so.
[AGENT][POSITIVE] We should receive them, I would think soon.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] No, I don't see any of those checks.
[AGENT][NEUTRAL] But I will put these in each one of the um the groups, let's see.
[AGENT][NEUTRAL] OK they've got invoice numbers OK.
[AGENT][NEUTRAL] Yeah, I can put these um payment confirmation or payment stubs in the uh.
[AGENT][NEUTRAL] Correspondences of each group.
[AGENT][NEUTRAL] But we have not received those just yet, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That would be the only reason why they received those notices.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I tell you what I can do I can um when we do receive them these like I said these are my groups so when I see those payments come through I can let you know.
[AGENT][NEUTRAL] That we've received them.
[CUSTOMER][NEUTRAL] OK, yes, please.
[CUSTOMER][NEUTRAL] Perfect, um, at this at this time, I mean, I will let the client know to disregard if they continue getting those emails until I don't know, I don't know how, how much longer it should take for you guys to receive those.
[AGENT][NEUTRAL] Yeah, I don't know. Um,
[AGENT][NEUTRAL] I mean since they've sent it they're OK for now of course and I've got these confirmation or these payments subs um in their file well have them in their files but um right like they can disregard them for now yes ma'am.
[CUSTOMER][POSITIVE] OK. OK, perfect. I will let them know and I, I will go ahead and also do a follow up on my end to see if I can check with you sometime next week.
[AGENT][POSITIVE] OK, that's great. My name's [PII] and if you want you can just ask for me whenever you uh call in.
[CUSTOMER][POSITIVE] Awesome. Thank you so much. Thank you for all your help.
[AGENT][POSITIVE] Yes, ma'am. No problem. If there's anything else to help you with, just let me know.
[CUSTOMER][POSITIVE] OK, great. Thank you. Have a great day.
[AGENT][POSITIVE] Have you as well. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.