AccountId: 011433970860
ContactId: 88e1a142-8291-4092-9809-25bb6e50a4e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299350 ms
Total Talk Time (AGENT): 114373 ms
Total Talk Time (CUSTOMER): 129657 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/88e1a142-8291-4092-9809-25bb6e50a4e1_20250520T12:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm the controller of New Press of Miami.
[CUSTOMER][NEUTRAL] And uh I think that on the [PII] around there I paid the APL for the month of May but uh I have this account on the positive pay and it did not give me the notification to approve it so it seems to me that the wire that I sent or the ACH payment came back to us.
[AGENT][NEUTRAL] OK, so we're just checking on the May payment?
[CUSTOMER][NEUTRAL] So I.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] You probably have a
[CUSTOMER][NEUTRAL] I'm sorry, you probably have it, uh, it's OK, but I could see it on my bank account that it came back, uh, on the [PII] yesterday. It was, it was credited back to my account.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] So I wanna make sure it's if I could pay it now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's take a look. Do you, is this for your own personal policy or a group? Do you have the group number?
[CUSTOMER][NEUTRAL] No, this is a this is a group policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I give you the invoice number maybe?
[AGENT][POSITIVE] Yeah, absolutely. Go ahead.
[CUSTOMER][NEUTRAL] 6388694
[AGENT][NEUTRAL] Do you have the group number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Group number, give me, give me one quick second, uh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] OK, that there's a collective, what would I see the group number admin, I'm an admin guy right now, uh.
[CUSTOMER][NEUTRAL] Because I'm on the internet, but.
[AGENT][NEUTRAL] I haven't.
[AGENT][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, let me look at the billing, [PII], um.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEGATIVE] Also I looked on the account on the ATL account where it says contact name [PII] on the phone number. The phone number is incorrect. It's [PII].
[CUSTOMER][NEUTRAL] You guys have [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see that.
[CUSTOMER][NEUTRAL] Do you see it?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it should be 594.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, I've got your invoice pulled up here. It does show paid on our side, but what I'm gonna do, [PII] is get somebody on the line in billing, um, if it hasn't yet been returned to us, I don't know, uh, what we will need to do, but let me get somebody on the line and billing if they can help us with that, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna place you on just a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], how may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] in customer care. How are you this morning?
[CUSTOMER][POSITIVE] I'm good, [PII]. How are you doing this morning?
[AGENT][NEUTRAL] I'm good. Um, I have a contact with a group and they're calling about an invoice that they paid for May, but they got a notification yesterday that the payment was returned to them.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so they're wanting to try and take care of that. I don't know if we can do anything in all honesty because it shows paid on our side, but I can give you that info.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure. What's the group number?
[AGENT][NEUTRAL] So the group number is 26738.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're speaking with um [PII], the group name is New Press of Miami.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I've got it. And all right, I'll be glad to help you. Thank you, [PII].
[AGENT][NEUTRAL] Yeah, not a problem. And then also I did want to let you know the number in there, the [PII] number, um, is incorrect. The callback is the one he's calling from it's at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. OK, I'll, I'll fix that. Yes, I'll definitely fix that. Thank you so much, sir. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. Here he comes. One moment. Yup.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I work in the Greatvill department for ADL. How are you doing today?
[CUSTOMER][NEUTRAL] Uh, I'm doing fine. How are you?