AccountId: 011433970860
ContactId: 7ebd6ac7-6b0e-42cc-bb71-a83a53ded0f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281019 ms
Total Talk Time (AGENT): 103418 ms
Total Talk Time (CUSTOMER): 116653 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/7ebd6ac7-6b0e-42cc-bb71-a83a53ded0f8_20250624T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. My name's [PII]. I'm calling from Thornton Construction. I was just calling to confirm that I submitted my invoice for payment because you guys, um, there's a new, um, update to the, to the website, so I'm just making sure that I, you know, I submitted this invoice for payment.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Do you have the group number?
[CUSTOMER][NEUTRAL] Yes, I do. Um, group number is 20691.
[AGENT][POSITIVE] Thank you, [PII]. Let me get that pulled up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, [PII], can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect thank you and please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] On my computer and uh what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] A good callback number would be [PII].
[AGENT][NEUTRAL] All right, perfect, thank you, [PII]. All right, let's see if invoice was submitted, if my computer will cooperate.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] 9
[AGENT][NEUTRAL] Uh, OK. Um, how did you pay? Did you pay it online?
[CUSTOMER][NEUTRAL] Online, yes, I went to my invoices and I clicked on it and then I picked on paper check I put in, you know, my account was already in there and I and I submitted it but now when I go into the invoicing tab it just shows me open invoices, submitted invoices and it's there, um, but now in the in the section where it says scheduled pay date it just it just has a little line.
[AGENT][NEUTRAL] Or just OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. So you, you chose paper check instead of ACH?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so were you wanting to make the payment online?
[CUSTOMER][NEUTRAL] Well, I, I think so.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, so what we're gonna what I'm gonna need to do is reopen that invoice.
[AGENT][NEUTRAL] And um and click ACH yes ma'am that's why there's not a um.
[CUSTOMER][NEUTRAL] Mhm and pick ACH.
[CUSTOMER][POSITIVE] Got it OK.
[AGENT][NEUTRAL] Um, date there in that, in that field.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, let me double check, make sure I.
[CUSTOMER][NEUTRAL] So would you be able to, to go, make it go back into the open ones?
[AGENT][NEUTRAL] Yeah, let me, yeah, yeah, let's see.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Come on computer. Alright, it is now back in the open invoices so if you wanna refresh your screen, um, you'll be able to see it in the open invoice part.
[CUSTOMER][NEUTRAL] OK, let me go back.
[CUSTOMER][POSITIVE] Perfect. OK, I see it there.
[CUSTOMER][NEUTRAL] OK, so ACH next payment date of today next.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] There we go now it says invoice submitted.
[AGENT][NEUTRAL] Alrighty, let's see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm OK.
[AGENT][POSITIVE] All right, perfect. Yes, ma'am.
[AGENT][NEUTRAL] It has been submitted for payment and so it'll go through tonight.
[CUSTOMER][POSITIVE] Awesome, OK, so I can close it off.
[CUSTOMER][POSITIVE] Awesome perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye.