AccountId: 011433970860
ContactId: 6ee8c9e5-f295-4b2d-9d3d-645832f2df53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 766950 ms
Total Talk Time (AGENT): 397093 ms
Total Talk Time (CUSTOMER): 256654 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/6ee8c9e5-f295-4b2d-9d3d-645832f2df53_20250429T16:02_UTC.wav
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[CUSTOMER][NEUTRAL] I'll probably all this long.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] with [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Inspire for Credit Union. How are you doing today?
[AGENT][POSITIVE] I'm doing lovely, [PII]. How are you today?
[CUSTOMER][POSITIVE] It's been a busy morning, so I apologize.
[AGENT][POSITIVE] I unders oh, that's quite all right. That's quite all right. I just wanna make sure that we get your group taken care of, um, with the, um, ACHs. um, as a matter of fact, that's what I was going back for now just to get y'all caught up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we took 7.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] I do appreciate you calling me back on, uh, about this.
[CUSTOMER][NEUTRAL] Yeah, I was typing up an email this morning and then one thing led to another thing and then you called and I was like well I'll I'll call and then I'll send a recap email.
[AGENT][NEUTRAL] OK. Well, um,
[CUSTOMER][NEUTRAL] So I see that the two invoices are um the invoice ending in 3938 and the other invoice ending in 4104.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Going back to the original ones now what I have on mine is the one ending in 4104 we originally did it as a check. I voided it because I think it got lost in the mail because when I checked the other day on Friday I believe it was or Thursday whenever this first went around that was that check was still showing as outstanding.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's why I canceled that check and then on [PII], which was this past Friday, we ACHd it and the amount of $90.93 and then for the one ending in 3938 we ACH that one out on 3[PII]14 and the amount of 9093 and then I have the ACH um instructions that we have over here as well which I assume would be right because I.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ACH to you guys in the past as well for a couple.
[AGENT][NEUTRAL] OK, so let's see, you said now for the 41, let's see.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] 4104.
[AGENT][NEUTRAL] Original check.
[AGENT][NEUTRAL] $90.93.
[AGENT][NEUTRAL] That's the 314.
[AGENT][NEUTRAL] And you said the ACH for the 3938.
[CUSTOMER][NEUTRAL] 38
[AGENT][NEUTRAL] Was ACH twin.
[CUSTOMER][NEUTRAL] 3:14.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I think you were looking to see who it should be coming from, and I, it should be coming from Inspire for a Credit Union from my knowledge.
[AGENT][NEUTRAL] OK, just wanted to make sure I had another amount for that exact amount, and I wanted to make sure that I'm not, but it was for somebody else. I found that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, well that's good that's always a good thing.
[AGENT][NEUTRAL] But right, so I just didn't wanna confuse, you know, that's a lot of times we get them to send the the group number on there because that never changes.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And just think, but since it's coming in from the same business, say.
[CUSTOMER][NEUTRAL] Yes, there's a 6
[AGENT][NEUTRAL] It's coming in from [PII] so that's not a problem I can deviate that um but if you've got one that has different.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] It's doing business as but it comes in.
[AGENT][NEUTRAL] This this name and we're looking for this name it didn't jobs sometimes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So it just see because the group number never.
[CUSTOMER][POSITIVE] Trust me, I can unders.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can understand that.
[AGENT][NEUTRAL] Being a federal credit union, I, I, I understand that as well. I know you do.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] Yeah, I, I did time as a teller and I could tell you mail, mail is always an adventure.
[AGENT][POSITIVE] Yes, it is, and this has been an adventure for me. So, like I said, I just wanna make sure that we get everything and I have, um, so.
[AGENT][POSITIVE] Applied everything that needs to be applied to the right group, to the right.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Invoice, OK, so the 314.
[CUSTOMER][POSITIVE] I, I appreciate that too because then if I'm late on anything I can get that paid too.
[AGENT][NEUTRAL] Right, right, and.
[AGENT][NEUTRAL] [PII] too, I don't know if [PII] is aware that she can add you as a user on this um.
[AGENT][NEUTRAL] On the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you can look at.
[AGENT][NEUTRAL] And also um if y'all had wanted to, you can also pay it online if that's something that y'all might wanna do, not saying you have to just say that's an option as well so.
[CUSTOMER][NEUTRAL] That that.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Didn't know if you knew or not.
[AGENT][NEUTRAL] So, um.
[CUSTOMER][POSITIVE] Yeah, I'll I'll I'll talk to her and my and my manager and see what they wanna do as the uh best uh best way.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] And and then too you can see what's out there and what's available, what's open the invoices that are open and so forth, and if there is uh something that's wrong that you know you did this and send it like.
[CUSTOMER][NEUTRAL] Hello this is [PII].
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] In this situation here, um.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] We just wanna make sure.
[AGENT][NEUTRAL] On that. So the 3:14.
[CUSTOMER][NEUTRAL] Oh yeah, I understand.
[AGENT][NEUTRAL] ACH.
[CUSTOMER][NEUTRAL] When, when did he get that check cut?
[AGENT][NEUTRAL] Um, that was the where the check and you said you sent an ACH for that to cover that check on what now?
[CUSTOMER][NEUTRAL] For which invoice are we talking about? The 3938?
[AGENT][NEUTRAL] The 4, the, yes, the.
[CUSTOMER][NEUTRAL] Oh, the 4104?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The ACH for that one was 4:25 this past Friday.
[AGENT][NEUTRAL] 425. OK and you said the.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 3938
[CUSTOMER][NEUTRAL] 3938 on 314.
[AGENT][NEUTRAL] was
[AGENT][NEUTRAL] You send it on 314?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 3 14 2 28.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me see, cause I got something different.
[CUSTOMER][NEUTRAL] 428
[CUSTOMER][NEGATIVE] Yesterday I can't even.
[AGENT][NEUTRAL] Alright, so.
[CUSTOMER][NEGATIVE] It's not even.
[CUSTOMER][NEUTRAL] I would just assume
[AGENT][NEUTRAL] I think that one was applied to.
[CUSTOMER][NEUTRAL] Why
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] I do apologize. I just wanna make sure that.
[AGENT][NEUTRAL] 342.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so
[AGENT][NEUTRAL] It might help if I get in the right spot too.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] I do apologize. Like I said, I just wanna make sure I'm getting y'all straight.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, no, no problem.
[CUSTOMER][NEUTRAL] So that was
[AGENT][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] That
[AGENT][NEGATIVE] I really have to go back and look on those because the one I I received one on 317.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that was applied to the 214 invoice.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Which ended in.
[AGENT][NEUTRAL] 2800. No.
[AGENT][NEUTRAL] 1481.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 6 let me check on that one.
[CUSTOMER][NEUTRAL] Uh, the 1481. I get a new check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] Clarifying here 1291.
[AGENT][NEUTRAL] Now
[CUSTOMER][NEUTRAL] That was on that one was ACH on 228.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What I'm gonna have, we'll probably have to do like a pay history on this.
[AGENT][NEUTRAL] Um, if you want to sum up what you were saying on the ACHs as far as what you have and, and, and if you wanna send that to me I can I can research this even further.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, uh, like I said, I'll, I'll do, I'm actually typing up the, um, the email right now to keep on the email chain for you, uh, of all of it.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And then I will research it.
[AGENT][NEUTRAL] Even further to see where we're at and um.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Go from there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] If I find out something, is, is there a number that I can call you or?
[CUSTOMER][NEUTRAL] Uh, yeah, I can give you, I can give you my number, um.
[AGENT][NEUTRAL] Just in case.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mondays I'm not at this office. I'm at a different office so I have a different like phone number for that one but I'll give you uh my phone number which I think OK.
[AGENT][NEUTRAL] You can put it on the email that'll be fine because they're gonna give it to me as well, but you can go ahead let me have it as um just just as a backup so.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What is that now?
[CUSTOMER][NEUTRAL] Alright, yeah, so it's uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][POSITIVE] And I'll get you directly to my phone so you don't have to do an extension or anything.
[AGENT][POSITIVE] OK, alright, well I do appreciate that, um, and once I get all of that information.
[AGENT][NEUTRAL] If I need to call you I will call you otherwise we can just like you said keep with the email chain and go from there.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] So what do you do
[AGENT][NEUTRAL] Just whatever it says you're free.
[CUSTOMER][NEUTRAL] Email chain today because you never know what else is gonna pop up today but um.
[AGENT][NEUTRAL] Not to
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I, I can always give you a call back. You just have to be lean in if I, if I don't pick up right away, it's probably because I'm trying to help somebody else out and then I'll give you a call right back when I have the information on hand.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Well, I know how it is with the with the end of the month too so that's that's our biggest thing as well.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] But uh we will certainly get this taken care of.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] Sounds good to me.
[AGENT][POSITIVE] All right, thank you [PII] for calling me back.
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] Uh, and you what?
[CUSTOMER][NEUTRAL] I just sent the email as well. I just sent the email out right.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK, they will send it to me and let me know and we will go from there.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] All right thank you so much have a good day.
[AGENT][POSITIVE] Thank you [PII] for calling me back again and thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thanks. Bye bye.
[CUSTOMER][NEUTRAL] Because