AccountId: 011433970860
ContactId: 6fc25b01-9c52-401b-91d3-0c54504b6af6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295029 ms
Total Talk Time (AGENT): 134483 ms
Total Talk Time (CUSTOMER): 173040 ms
Interruptions: 9
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/6fc25b01-9c52-401b-91d3-0c54504b6af6_20250619T14:57_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]. How are you? This is [PII].
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] Uh, I'm here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, uh, so I need your help. Uh, I'm not sure if you can help me with this, but I just need help.
[AGENT][POSITIVE] Sure, what's up, love?
[CUSTOMER][NEUTRAL] OK, so I have a group, uh, contact in the line, um, we was able to create the account, yeah, finally, OK, uh so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, um, she has some invoices she was able to submit the May invoice, but she said there are some charges that we're, you know, having, um, for two members that's supposed to been already removed and it looks like they've been removed but they were charged for April and now there's one that has still been charged on the um invoices so she wants to know how can she get a credit, uh, applied to it.
[AGENT][NEUTRAL] Well she can adjust the invoice before she pays them but um if you give me that.
[CUSTOMER][NEUTRAL] So I'm not sure if I'm calling the right place.
[CUSTOMER][NEUTRAL] Uh, we try, but
[AGENT][NEUTRAL] I'm sorry, you tried?
[CUSTOMER][NEUTRAL] OK, yeah, let me, sorry. Yeah, she tried and she wasn't able to. She said, uh, well, I tried and it's just telling me that I need to pay the same amount. I'm like.
[AGENT][NEUTRAL] I think
[AGENT][NEUTRAL] I think there might be something wrong with deleting a line, so if she just adjusts it and puts in 0 and then the reason for it in under the comments like termination and then the date, I think there might be an issue with the deleting of a line because I've noticed that before it wouldn't delete it.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] What's the uh group number real quick?
[CUSTOMER][NEUTRAL] OK, you see, I needed you. I didn't know that.
[AGENT][POSITIVE] Oh, you're so sweet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check on that person though real quick. Do you know if they're lapsed? Like is it just because the invoices were generated before we found out they were termed?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. Yeah, that's it. Yeah, let me give you the group number. It's 26939.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] 39.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's that person's name?
[CUSTOMER][NEUTRAL] OK. Um, the first one is [PII].
[AGENT][NEUTRAL] Yeah, he's lapsed. OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And the second person is mm what did I I know it's [PII].
[AGENT][NEUTRAL] Is Kindle
[CUSTOMER][NEUTRAL] Something like that?
[CUSTOMER][POSITIVE] Yeah, I think I've already done so fast.
[AGENT][NEUTRAL] Did you by chance have the dates? Do you by chance have the dates that they were supposed to have been termed by?
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Both of them were supposed to be turned by March.
[AGENT][NEUTRAL] OK, so Kindle, it looks like we need one more month of premium before we can term uh before it lapses, you know, fully lapses because we've only got it paid to to February.
[AGENT][NEUTRAL] Let me look to make sure there'sn't any in.
[CUSTOMER][NEUTRAL] OK. And you said this is [PII]. Do you see any [PII] or [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The only two I have laps for that group is the uh.
[AGENT][NEUTRAL] [PII] and [PII], but let's see, active.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] I have a [PII] and a [PII], sorry, [PII] and [PII] and [PII], um, but they're still active.
[CUSTOMER][NEUTRAL] Cross, cross, cross. They're still active, so cross is still active, so she needs to terminate that one. OK, so that one is she showing active. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so if she just does the adjust and puts the amount at 0 and in the comments puts the reason whichever you know terms and then they give us the date of termination, that'll um that should adjust the invoice. I'm gonna have to put in, let them know that I don't think that that delete line is working honestly I don't know that they should allow that anyhow because we need a reason on there, so delete should probably not even be an option.
[CUSTOMER][NEUTRAL] All right, so she can send an email for this one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] Yes. Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, alright, so, basically, OK, so whenever she do that, if she needs a credit for for April for [PII] or [PII], Miss [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, all she needs to do is send an email, right?
[AGENT][NEUTRAL] Um, well, has she, she's already paid it then?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, she already submitted the invoice. She just submitted the invoice with me. She was trying to do that so bad because she needed to pay this as soon as possible that she did it, um, because she wasn't able to delete or remove or yeah she tried deleting and it didn't work, so she went ahead and submitted it.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah, she could just send an email and say that she um would like a credit because she didn't realize she could adjust the invoice prior to paying it something like that you know you know we'll get it to her um it's one of my groups so when I see that it was overpaid it would be refunded anyways.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. I was.
[CUSTOMER][POSITIVE] Got you. OK, I'll go ahead and let her know that you just need to do adjust instead of deleting. OK. OK dokey. Well, thank you so much. You see, I learned something with you. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem. You try.
[CUSTOMER][POSITIVE] Have a good
[AGENT][POSITIVE] Thanks you too, bye.
[CUSTOMER][NEUTRAL] Bye bye.