AccountId: 011433970860
ContactId: 6e5281e4-c925-41db-8fb1-8cce4bb8de7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431309 ms
Total Talk Time (AGENT): 215984 ms
Total Talk Time (CUSTOMER): 166733 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/6e5281e4-c925-41db-8fb1-8cce4bb8de7d_20250625T19:16_UTC.wav
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[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Escort Solutions. I was calling um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I received a notice saying I have an outstanding invoice, but um I show that we paid it on 65 and as of right now it looks like I don't know if it, it hasn't cleared our bank.
[CUSTOMER][NEUTRAL] I don't know um.
[CUSTOMER][NEUTRAL] I was gonna see if maybe I can wait till probably by the end of this week to make sure that they didn't get it because I don't wanna send it and then get it cashed and then have a big credit.
[AGENT][POSITIVE] Absolutely understand. Yes sir, yes ma'am, um, can you give me that group number real quick?
[CUSTOMER][NEUTRAL] It's 261-27.
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] And your name you said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And would you mind giving me the physical address and phone number for that group just to make sure I have the right one.
[CUSTOMER][NEUTRAL] Uh, the physical is [PII].
[CUSTOMER][NEUTRAL] And the phone number, it could be [PII] or [PII].
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alright thank you I appreciate that. OK, I do see all that. Let's see here.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Alright and you said that was for the May invoice?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, yeah, I don't see it yet.
[AGENT][NEUTRAL] And you said it hasn't cleared yet?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, and I mean we, we cut it on 65 and we put because we have this, we have like 3 different companies under M Square Solutions so we put, we cut like 3 checks for this one bill and now we put it all in one envelope.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Do you by chance remember what address you sent it to?
[CUSTOMER][NEGATIVE] And none of them cleared yet.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] If I can get that real quick.
[CUSTOMER][NEUTRAL] It would have where's this vendor.
[CUSTOMER][NEUTRAL] So 11.
[CUSTOMER][NEUTRAL] American Public Li it looks like it went to [PII].
[AGENT][NEUTRAL] Yep, that's probably the problem uh it's been a quite a bit now, but we've changed banks to Bank of Oklahoma and so the address is gonna be different. I'm going to send over a flyer.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] That you'll have that new address on there for you. Let's see here. That's not it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, well that's why.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] I am still I had someone call me and let me know that this happened with them as well and so I'm trying.
[CUSTOMER][NEUTRAL] Because I never, I don't, I don't remember getting anything like when I got my invoice because normally I go and try and print it online.
[CUSTOMER][NEUTRAL] And do it that way, um, even though I was still getting a paper copy but even when I opened the paper copy invoice I never saw anything.
[CUSTOMER][NEUTRAL] About a new address.
[AGENT][NEUTRAL] Well it's changed on our invoices but it's we put out we sent out letters and emails and everything when we first did it's been months now it was actually I think the end of last year, uh.
[CUSTOMER][NEUTRAL] But I don't know.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, because that's where it's been going for the past couple of months.
[AGENT][POSITIVE] Right, so they've been very kind and forwarding them to us until they just couldn't anymore.
[CUSTOMER][POSITIVE] Got you OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, is your address [PII] OK to send it to?
[CUSTOMER][NEUTRAL] Yes, and also I requested to get copies of my June invoice because I can't download that on the website.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes ma'am, I will get that for you right now.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Because I requested that yesterday and they're like, OK, I got an email this morning what is the group number? what is the company name? and then I still don't have it so it's like.
[AGENT][POSITIVE] I'm sorry about that.
[CUSTOMER][NEUTRAL] I mean, is it, is it gonna be like this where I'm not gonna be able to download the new invoices?
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] It's very high priority for them to get this straight, um.
[AGENT][NEUTRAL] There is that and.
[AGENT][NEUTRAL] I apologize. I'm trying to think what the other one. There's two issues they're working on. It's very high priority and they will have that as soon as possible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, because I've been trying for like the past 3-4 days to get this done and.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Nothing
[AGENT][POSITIVE] I'm so sorry about that. So if you give us a call and ask for group billing to send you an invoice, we would be more than happy to do that. I'm sorry, which invoice did you say it was the [PII]?
[CUSTOMER][NEUTRAL] It's, yes, because I have the one for May it's the June I don't have and that's the one I'm trying to do.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] Because I'm trying to get back but maybe this week as well and I'll get that with the new address.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Just make sure I had the right one.
[AGENT][NEUTRAL] So I'm gonna send you both a payment flyer that's gonna show you all the different ways that you can remit payment to our new bank APL group and also your June invoice 26127 [PII] whoop.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Goodness gracious, get ahead of myself there.
[AGENT][NEUTRAL] Try to highlight one file and end up highlighting the whole page. OK, alright, that should be coming your way. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] No, that was it but I just don't, I don't want it to, I don't want us to get canceled.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Oh, absolutely not, it'll be fine.
[CUSTOMER][NEUTRAL] On on a payments right there, OK.
[AGENT][NEUTRAL] So what it what it is is you guys have an outstanding invoice but um let me see here.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] I will actually notate the account that uh the payment was sent to the [PII] address and not um [PII]. I'm just trying to look at this one invoice real quick because see y'all have April's paid.
[AGENT][NEUTRAL] OK, yeah, so I will make a note on the account don't worry about that, um, and then once you guys figure out, I, I like I'm saying before, I'm trying to find out what Regions is doing with the payments now. I don't know if they plan on forwarding them just maybe in a bulk or if they're going to send them back to whomever's submitted them. I have yet to find that out. I apologize that was my goal for today, but um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Once you guys know, then I'll make a note on this account so it won't be an issue but once you guys know, just go ahead and either forward it forward us that payment you sent or maybe a new one, whatever you guys decide to do.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] Alright, thank you so much. I hope you have a great rest of your week. Thanks for calling ATL. bye bye.
[CUSTOMER][POSITIVE] Alright, and I thank you you too bye bye.