AccountId: 011433970860
ContactId: 7481ff90-7bf3-4049-8594-f4e51bad2d24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 520039 ms
Total Talk Time (AGENT): 154552 ms
Total Talk Time (CUSTOMER): 229379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/7481ff90-7bf3-4049-8594-f4e51bad2d24_20250620T19:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. My name is [PII]. I'm calling from Thornton Construction, um, and I was just calling because I was on the, on the new portal, um, I set up my new, my new credentials and all of that, and I was trying to process a payment for our main invoice, but when I go ahead and, um, submit the invoice for payment, the invoice amount.
[CUSTOMER][NEUTRAL] Showing me that it's um ready to pay is not matching my invoice amount so I was just calling to see if you can assist me as to you know why is there a different amount on the portal versus the uh the invoice that I was that I received, you know.
[AGENT][NEUTRAL] OK, um, do you have your group number?
[CUSTOMER][NEUTRAL] Yes, the group number is 20691.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and [PII], could you verify the address for your group?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's the email address for your group?
[CUSTOMER][NEUTRAL] Accounting at [PII].
[AGENT][POSITIVE] OK, thank you so much and then lastly, just a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, the good call back number would be [PII].
[AGENT][NEUTRAL] OK, let's see, um, let me look at your.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so the portal doesn't match the invoice amount, is that what you said?
[CUSTOMER][NEUTRAL] Yeah, so, um, my invoice is showing me that I have total amount due of $5,377.87 but when I go in the portal to process my payment, it's showing me that the amount due is $5,485.15.
[AGENT][NEUTRAL] OK. 54.
[CUSTOMER][NEUTRAL] Which is about $107 more.
[AGENT][NEUTRAL] OK, what was that first dollar amount? I'm so sorry.
[CUSTOMER][NEUTRAL] So my invoice is reflecting an amount due of 5,37787.
[AGENT][NEUTRAL] OK. Can I place you on a brief hold?
[CUSTOMER][POSITIVE] Yes, of course, thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[AGENT][NEUTRAL] Hi, um, this is [PII] on the care team. I was gonna see if you could help me look at this. Um, there's a discrepancy, one of our groups, she said when she goes to pay the invoice, the dollar amount shows 1, and then when she goes to pay it, it changes the dollar amount. So I wondered if you could look at it for me.
[CUSTOMER][NEUTRAL] I can help you.
[CUSTOMER][NEUTRAL] Alright, what is that group number, dear?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, group number is 20691.
[CUSTOMER][NEUTRAL] 20691. Alright, let me pull that up real quick.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I can't see the dollar amount. I can, I'm in GRMAI and I can't see the dollar amounts populated, so I don't know.
[CUSTOMER][NEUTRAL] Oh, it's not, it's not gonna populate on that, so.
[AGENT][NEGATIVE] Oh, it's not OK.
[CUSTOMER][NEUTRAL] No. Um.
[CUSTOMER][NEUTRAL] Uh, hold on, I do apologize.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have the bookkeeper on the line? is that what you're saying?
[AGENT][NEUTRAL] Yeah, I've got [PII], she's on on the line, um.
[AGENT][POSITIVE] I don't know if if you can help her or if it's something simple I can explain to her. I'm happy to, happy to explain it to her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, I know, I know, and I appreciate that. Um, let's see how in depth it's gonna be, and I hate to really keep her on the line and that's for Thornton Construction.
[AGENT][NEUTRAL] It is. I'm talking to [PII], yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and she's wanting to pay which invoice or which invoices she's trying to pay.
[AGENT][NEUTRAL] Well, she's trying to pay, she said on the portal, it, it shows 5,37787, but then she clicks to pay it and the dollar amount changes to $5000.
[CUSTOMER][NEUTRAL] I got it. Uh, you can let um.
[AGENT][NEUTRAL] 5:15.
[CUSTOMER][NEUTRAL] You can send her on what it is is there was a balance that was added that we did not receive in January um on [PII], so they, they billed for him.
[AGENT][NEUTRAL] OK, for employee [PII].
[CUSTOMER][NEUTRAL] 1st January premium, uh-huh for [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's what it is, but I mean if you want to you can send her on and I can help her. That's not a problem.
[AGENT][NEUTRAL] I think she'll, I mean, I think she'll understand. Is there, is there a note in here that I can see?
[CUSTOMER][NEUTRAL] Uh, it's gonna be on the online service center. Um, I don't know if y'all still have access to the, um, old one.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, so, um, just send her on that way, better safe than sorry, um, and you said you got [PII] and what's a good callback number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I got [PII].
[AGENT][NEUTRAL] Uh, her callback number, let's see what she gave me, and then I write it all these sticky notes. I need a better system. Oh, goodness gracious, what would I do with it? I'm so sorry. It's not the number that's on the screen. It's a different number she gave me. I'm sorry. I can't find it. I have too many sticky.
[CUSTOMER][NEUTRAL] Oh it's OK.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Uh, hey, I get it. I get it when we got too many pokers in the fire. I don't know how y'all do it. Um, is it the number that's in the system?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, let's see, it's a 77.
[AGENT][NEUTRAL] Let's see through. No, she gave me, I think she gave me a different area code, but it's [PII], and I verified the address um of the group and the email address. So I've got those things verified. Um, and will you repeat your name? I'm sorry, I missed your name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Meet, I'm gonna, um, I'm gonna introduce you and then I'll release the call, OK?
[CUSTOMER][NEUTRAL] Mal[PII]
[CUSTOMER][POSITIVE] OK love thank you.
[AGENT][POSITIVE] Thank you so much for your help. Appreciate you. Have a good weekend.
[CUSTOMER][POSITIVE] Oh, you're so welcome. No problem. You too.
[AGENT][NEUTRAL] OK, [PII], I've got from our billing department on the line. She's gonna help you with that, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] in group billing. Excuse me, um, can you.