AccountId: 011433970860
ContactId: 6ad9d593-db47-48bb-b9e5-5038a6908069
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538119 ms
Total Talk Time (AGENT): 165402 ms
Total Talk Time (CUSTOMER): 262064 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/6ad9d593-db47-48bb-b9e5-5038a6908069_20250509T18:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you? Um, my name is um [PII]. I'm calling with MSG Services. Um, and I was calling uh because I would like to go over.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] An invoice uh through the invoices of a of a recent group.
[AGENT][NEUTRAL] OK, um, yes, let me have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the group number, sir?
[CUSTOMER][NEUTRAL] Um, yes, it's 27008.
[AGENT][NEUTRAL] And you're calling on behalf of um the broker or the employer?
[CUSTOMER][NEUTRAL] I'm calling on behalf of the, the broker.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and can you verify your email address?
[CUSTOMER][NEUTRAL] My email address is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right. And do you have an invoice number, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Invoice number is 638.
[CUSTOMER][NEUTRAL] 884 8.
[AGENT][NEUTRAL] I'm sorry, that was 638-8448?
[CUSTOMER][NEUTRAL] No, 6:38 8848.
[AGENT][NEUTRAL] OK thank you one moment let's see.
[AGENT][NEUTRAL] I'm waiting on the system, OK? One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. Well, I'm waiting on that, um, can you give me a little bit of information on what's the reason of your call, Ms. [PII]?
[CUSTOMER][NEUTRAL] Well, um,
[CUSTOMER][NEUTRAL] Well, she, she sent me an email the the group administrator, she's, and I can forward it to you if you wanna like read it the way you have, and I'm trying to put like this together, um, so she sent me an email with a screenshot of two that you guys took two different payments out so they there's a payment deducted out of her bank account for um on [PII] for um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually, [PII] for $5,676.58.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and then on [PII], a day after, there is a charge of $5,577.68 64 cents.
[CUSTOMER][NEUTRAL] Mm, so her confusion is, is that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She received
[CUSTOMER][NEUTRAL] There's 2 invoices. I don't know where she got both invoices. They're both the same day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but one
[CUSTOMER][NEUTRAL] They're both the same number, but one says amount billed is 5, 5,676. 58 cents, and then amount due is 5,676 58 cents.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then there is another invoice that she got.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the same invoice number and then it says amount billed $5,676.58.
[CUSTOMER][NEUTRAL] And then amount due is $5,577.64.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I think she's under the impression that you guys are charging her twice for, for the May, for the month of May, but I believe that if I'm not mistaken,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's 5,676.
[CUSTOMER][NEUTRAL] Is for April.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that is what I'm looking at as well. Mhm. Yeah. Let me go ahead and pull the.
[CUSTOMER][NEUTRAL] It's for April.
[CUSTOMER][NEUTRAL] And then she paid, actually paid April.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] June, and then May, that's where
[CUSTOMER][NEUTRAL] Um, there's the adjustment of $5,577.64.
[AGENT][POSITIVE] Correct. Um,
[CUSTOMER][NEUTRAL] So she paid both invoices.
[AGENT][NEUTRAL] Mhm. Yes, she paid both invoices and it was like days apart and that's probably where the confusion is coming from. Um, for the April invoice, um, which is 6386575, the amount is 55676 58, and she made a payment on [PII].
[AGENT][NEUTRAL] Oh, that's when we have the payment process and put in the system and that was paid in full and then um for May um invoice which is the 6388848, that one is a variable. So that's $5,577.64 and that was paid on [PII], so a couple of days after.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how were they both pay, like, was it uh a payment that she processed on her end, or you guys do like um
[CUSTOMER][NEUTRAL] Um, I don't think you guys do, um, ACH right? you know?
[AGENT][NEUTRAL] No, no, we don't have electronic. It has to be initiated by the uh employer or it has to be either called and done by mail, like, not by mail, by uh phone, either by phone, by mail, or initiated through the website, but it has to be initiated through them. We don't do any electronics.
[CUSTOMER][NEUTRAL] OK, so, so she pay, so she paid the 56 76 58 on [PII].
[AGENT][NEUTRAL] Mhm and that was for April invoice?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2025 April.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then on [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] Yes, [PII]. Mhm. She paid for the May invoice. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] May invoice.
[AGENT][NEUTRAL] That was the 5,57764 and there was like an adjustment there.
[CUSTOMER][POSITIVE] OK. All right, perfect. That's what I thought.
[CUSTOMER][NEGATIVE] And mind you, this lady is supposed to be in accounting.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So yes, I mean, go figure, you know, it's like how I have no no accounting degree and and I I I was like trying to put it together and I was like, OK, I think this is what it is, but she, she's supposed to be the accounting and yeah, accounting manager and she's still and she couldn't figure it out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][POSITIVE] OK. Thank you very much. I really appreciate it.
[AGENT][NEUTRAL] You're welcome and Miss [PII], do you need the invoices number or you have that information or you don't really need them?
[CUSTOMER][NEUTRAL] I have, I think I have [PII], I have 6:38 um 6575, and then I have um Amazing boys is 638848.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][POSITIVE] Yes, 88848. Mhm. Yes, that is correct. So yes. Mhm.
[CUSTOMER][NEUTRAL] Oh, sorry.
[CUSTOMER][POSITIVE] Perfect. Thank you very much. I really appreciate it.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You're welcome. No problem, Ms. [PII], and thank you for calling APL. You have a good afternoon. Happy weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too, take care. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.