AccountId: 011433970860
ContactId: 79e7bf1c-60d0-4b90-8ddc-2db87a42fc20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417369 ms
Total Talk Time (AGENT): 85925 ms
Total Talk Time (CUSTOMER): 188290 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/79e7bf1c-60d0-4b90-8ddc-2db87a42fc20_20250115T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good afternoon. My name is uh [PII]. I'm the HR manager with Living Goods Appliances and uh we had gotten an email.
[CUSTOMER][NEUTRAL] Excuse me, getting an email about an outstanding invoice when I sent that over to our accountant, she said we'd never received a bill for that date, and when I went into the system, I'm not able to pull up an invoice for 101. Just wondering if you could help me with that.
[AGENT][NEUTRAL] Yeah, let's take a look, [PII]. Do you by chance have your uh group number?
[CUSTOMER][NEUTRAL] Uh, let's see number.
[CUSTOMER][NEUTRAL] Let's see, I'm logged into the APL website right now, um.
[CUSTOMER][NEUTRAL] Well I don't see it on here.
[CUSTOMER][NEUTRAL] Oh here we go 18808.
[AGENT][NEUTRAL] 18808 OK.
[AGENT][NEUTRAL] All right, there we go.
[CUSTOMER][NEUTRAL] So when I go on and click the uh the invoice for 101 it pulls up the invoice for 91.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] So I don't know what's going on there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Interesting, right.
[AGENT][NEUTRAL] Yeah, it's like.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let me see if I can try and find it another way here see.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You know what I was able to go to the open invoices section and pull it up so I've got it pulled up here yeah yep I see it now, um, let's see here let me just go through the list here just to make sure we don't have anybody on this bill that needed to be.
[AGENT][NEUTRAL] Oh, were you? OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Removed.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me check [PII]'s termination date.
[CUSTOMER][POSITIVE] Alright, so [PII]'s good. It wasn't canceled to the end of October.
[CUSTOMER][POSITIVE] OK, yeah, I think this I think this bill does look good.
[CUSTOMER][NEUTRAL] Um, what's the best way to, uh, to get this taken care of? We could send you a check, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Obviously that's gonna take a take a while to get to you and honestly with the way our mail is running lately like it could be.
[CUSTOMER][NEUTRAL] Could be quick or it could be, you know, not quick whatsoever. I can pay by credit card if that would be helpful.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] Yeah, I can get somebody on the line over in billing um to take the payment over the phone if you just wanna go ahead and do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, let's do that.
[AGENT][NEUTRAL] OK, uh, give me just one second. Let me get somebody on the line. [PII], did you have anything else before I get them on the line?
[CUSTOMER][NEUTRAL] Um, no, uh, I think all the other bills have arrived properly. I think this is the only one, and I guess she didn't even realize it until we got a, um, a message in the mail about the invoice, uh, being tardy, so.
[AGENT][NEUTRAL] No, yeah.
[AGENT][NEUTRAL] OK, uh, let me get somebody on the line in billing, uh, just one moment please, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds great. Thank you.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] Hey, I'm doing good how are you?
[AGENT][NEUTRAL] I'm good, thanks for asking. Um, I have somebody on the line with a group. His name is [PII], and he needs to make a payment for a premium they missed in October.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] Group number is gonna be 18808. It should be Lin goods Appliances.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me pull their invoices up real quick.
[CUSTOMER][NEUTRAL] OK, alright, I've got their group pulled up, um, and is his callback number it looks like the one he's calling from is the one we have in the system.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, I'm ready for him.
[AGENT][POSITIVE] All right, here he comes. Thank you.
[CUSTOMER][POSITIVE] Uh-huh, thank you.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, this is [PII]. Hi [PII], how are you doing today?
[CUSTOMER][NEUTRAL] Doing pretty well. How about yourself? Good, I'm doing well, thank you. Um, so I just spoke with [PII] and she gave me your group's information, uh, for Living Good Appliances, and she told me that you were calling to make a payment for a missed invoice for October.
[CUSTOMER][NEUTRAL] That's right, yeah, we, uh, I guess we got a message or I, I got an email so I sent that over to our accountant and she checked her records and said she didn't have an invoice for that date, so we need to get that taken care of.