AccountId: 011433970860
ContactId: 74e59cb1-4f5b-4703-a5bb-e7be6300b1d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262940 ms
Total Talk Time (AGENT): 116078 ms
Total Talk Time (CUSTOMER): 108365 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/74e59cb1-4f5b-4703-a5bb-e7be6300b1d5_20250204T14:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII], and I'm with American Electric of Miami and I paid, let me go back to, I'm sorry, I'm in my QuickBooks.
[CUSTOMER][NEUTRAL] I paid the bill twice.
[CUSTOMER][NEUTRAL] I paid it through debit on [PII] and then.
[CUSTOMER][NEGATIVE] I must have gotten the invoice in the mail and forgot because I paid it again on [PII] with check number 12773.
[CUSTOMER][NEUTRAL] So I thought that we would get a credit for um February, but it's not showing as a credit it's showing that we that we owe the money and I asked my broker to contact you guys, but then you guys said that I needed to contact you so I'm here.
[AGENT][NEUTRAL] OK, let me um let me get it pulled up and take a look at it for you. Can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] Yes, the billing address is [PII].
[AGENT][NEUTRAL] Thank you and what about the contact name and email we should have on file?
[CUSTOMER][NEUTRAL] That should be me, [PII], and my email is [PII].
[AGENT][NEUTRAL] Alrighty. Hang on one second.
[CUSTOMER][POSITIVE] I'm really grateful for your patience. Thank you.
[AGENT][POSITIVE] No problem. Alright, and what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] and just press the corresponding number for our lien.
[AGENT][POSITIVE] Alrighty thank you [PII] let me take a look at this and see what we got going on so.
[AGENT][NEUTRAL] You paid. Let me pull that up. You paid online la la la. Where did my screen go through this?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Well, come on computer.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, so I've got your group 26422 pulled up.
[AGENT][NEUTRAL] And you said you paid um an invoice twice, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can definitely help you with that. So what I'm seeing is, yes, she paid the um that was the January invoice she paid invoice number.
[AGENT][NEUTRAL] 637-813-8 online and it was processed on the [PII] and then.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see what else we got going on here.
[AGENT][NEUTRAL] And then we received come on computer.
[AGENT][NEUTRAL] We received that 12773 check um and pro and what it was is we processed it as February um and it was processed at the end of January so um yeah you probably did get the February invoice um in the mail, but you can just simply put that you've already paid it with that 12773 check so nothing is due until you get the March invoice.
[CUSTOMER][POSITIVE] I'm so grateful. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] You, you just saved my behind. No. You have, I wish it was Friday.
[AGENT][POSITIVE] I know, that would be wonderful.
[CUSTOMER][POSITIVE] I am so grateful again, [PII]. Thank you, thank you, thank you. Have a wonderful day.
[AGENT][POSITIVE] No problem, [PII] and thank you for calling APL and you have a good day as well.
[CUSTOMER][POSITIVE] All righty bye bye.
[AGENT][NEUTRAL] Right