AccountId: 011433970860
ContactId: 6cc99a0a-d71f-4189-b273-5713e21a96c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328730 ms
Total Talk Time (AGENT): 169280 ms
Total Talk Time (CUSTOMER): 108038 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/6cc99a0a-d71f-4189-b273-5713e21a96c9_20250221T19:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] I just called a little while ago because uh I I have an outstanding um email um I'm sorry, [PII], and I needed help logging in. Um I've finally logged into my account because I had lost my information and I'm showing here, let me give you my um
[CUSTOMER][NEUTRAL] I guess you need my group number to look at my information?
[AGENT][NEUTRAL] OK, um, yes, I will, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi [PII]. OK, I did just speak to you, so I still have the group number.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] OK, so you still have it good. OK, so I'm actually in the account.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And if you'll just
[CUSTOMER][NEUTRAL] And now that I'm viewing this.
[AGENT][NEUTRAL] Uh-huh. No, go ahead.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, I won't need to reverify anything because I'm, I just spoke to you.
[CUSTOMER][NEUTRAL] Now that I'm viewing it.
[CUSTOMER][NEUTRAL] OK, so now that I'm viewing this, I do see the open invoice for for October, but I'm also seeing a credit. So is that a credit we have for $85.22 that I could use?
[AGENT][NEUTRAL] OK, so me on that, what I'll need to do is to connect you with someone directly in the billing department regarding the credits. So you're saying that your call is about the [PII] invoice? Is that what you said?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that, yes, the email that was sent to me.
[AGENT][NEUTRAL] Oh, you received an email from APL?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Was it a past due email? What type of email did you receive?
[CUSTOMER][POSITIVE] Uh, outstanding invoice.
[AGENT][NEUTRAL] OK. All right. And then you said that you can see there is a credit of how much again, 85?
[CUSTOMER][NEUTRAL] 85 with 22 cents.
[AGENT][NEUTRAL] OK, and that's on the October invoice?
[CUSTOMER][NEUTRAL] It says there [PII], yes.
[AGENT][NEUTRAL] OK, alright, so I will get you connected with one of the members of our billing department, and when I connect you, you will not have to re-verify your information. I will give them that. Can you please give me the invoice number?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 0006369353
[AGENT][NEUTRAL] OK, so again, after the zeros, it was 636-935-3. Is that correct?
[CUSTOMER][NEUTRAL] 636-935-3
[AGENT][NEUTRAL] Oh, is that no, OK, let me repeat it back cause maybe I'm mishearing it cause I thought that's what I said. 636-935-3?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, so I do have, OK, well, I will be happy to get you connected. Is there anything else [PII] I can help you with first?
[CUSTOMER][NEUTRAL] Uh, no. Thank you.
[AGENT][POSITIVE] OK. Well, it was nice speaking to you again. You're welcome. So just one moment and I will transfer you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] I'm doing good uh Friday.
[AGENT][NEUTRAL] Sure. Yes, ma'am, me too. I am, I am. So I have the admin on the line for group 17559.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I am Quantuss Orthopedic.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And this is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the line everything has been verified. So first she called and I helped her on the previous phone call getting with the the username for the OSC because she couldn't get signed in. Well now I've got her right back on the line and she says she received an email regarding a past due invoice for October. It's invoice 6369353.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So now that she's logged in, she sees that invoice, but she says that there is showing an $85.22 dollars credit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she has a question about that.
[CUSTOMER][NEUTRAL] OK, OK, I see that on here, um, yeah, you can send it to me. I'll have to look and see what that credits for since whoever put it on there didn't say, um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But yeah you can send it to me.
[AGENT][POSITIVE] OK, well, thank you so very much, [PII], and if I do not talk to you again, have a wonderful weekend.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you, [PII]. You too.
[AGENT][POSITIVE] All right, thanks a lot. OK, here comes my land. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, bye.