AccountId: 011433970860
ContactId: 891ed972-4742-47f7-b2b6-80b69a597c51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470029 ms
Total Talk Time (AGENT): 174345 ms
Total Talk Time (CUSTOMER): 132113 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/891ed972-4742-47f7-b2b6-80b69a597c51_20250109T19:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi I was wondering how um I can uh pay these invoices on auto payment um like it was previously but.
[CUSTOMER][NEUTRAL] Um, I have a couple of open invoices that aren't getting paid, um, automatically through the bank, and I'm not sure why and.
[CUSTOMER][NEUTRAL] How to do that uh process again.
[AGENT][NEUTRAL] OK. Is it through the group? Is it for the group?
[CUSTOMER][NEUTRAL] Uh, yes, yeah, it's for the group, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, may I have your name?
[CUSTOMER][NEUTRAL] Yes, uh, my name is, uh, [PII].
[AGENT][NEUTRAL] And what's the group number?
[CUSTOMER][NEUTRAL] Group number is 22.
[CUSTOMER][NEUTRAL] 428.
[AGENT][POSITIVE] Thank you. May I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, um, it is going to be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, may I have the name of the group?
[CUSTOMER][NEUTRAL] Yes, it's uh Shula's Steakhouses L LLP.
[AGENT][NEUTRAL] OK. And let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have the address?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, um let's see.
[AGENT][NEUTRAL] OK, bear with me. I don't see your name listed here. Maybe you're under the OSC. Let me check on that part, um.
[AGENT][NEUTRAL] But, um, Mr. [PII], what I can tell you uh is that we don't have automatic um payment because you know the invoices can change so um it is initiated um by the group every month through the website if you are paying through the website, um, or you can set it up with your bank, but, um, we don't do like auto drafts for payments for groups.
[CUSTOMER][NEUTRAL] Oh OK, um, I'm on the.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The website on the home page, where, where do I go to make um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Online payments so I can get these cleared.
[AGENT][NEUTRAL] OK, so you're gonna open the invoice?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, I'm gonna do the one for November.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I have it.
[AGENT][NEUTRAL] OK, so once you open the invoice, it should give you an option to submit a payment.
[CUSTOMER][NEUTRAL] Is that the submit voice?
[AGENT][NEUTRAL] And if you have all the information, go ahead, uh-huh, go ahead.
[CUSTOMER][NEUTRAL] Is that uh submit invoice?
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, if you have all the information, it should uh auto populate and you just submit it.
[CUSTOMER][NEUTRAL] OK, got it. OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Get these out of the way.
[AGENT][NEUTRAL] You think you got it from here or do you need any help?
[CUSTOMER][NEUTRAL] Um, yeah, for the new, uh, invoice here, let me take because the price is a little bit different.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm having it load.
[CUSTOMER][NEUTRAL] Is he gonna
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] You said, uh-huh, right.
[CUSTOMER][NEUTRAL] For the new invoice for.
[CUSTOMER][NEUTRAL] January, why, why did the uh bill go up?
[CUSTOMER][NEUTRAL] Since the last month.
[AGENT][NEUTRAL] January.
[AGENT][NEUTRAL] OK, let me see if there's any uh changes. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, can I get that uh invoice number?
[CUSTOMER][NEUTRAL] Yeah, uh, it is.
[CUSTOMER][NEUTRAL] 0006377291.
[AGENT][POSITIVE] Mm. Thank you.
[AGENT][NEUTRAL] Alright, let me look side by side and see what changed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The only thing I see different is that we added [PII].
[AGENT][NEUTRAL] When you, when.
[AGENT][NEUTRAL] I don't see [PII] on the this, uh, well, let me see, I don't see [PII] on the January, so it looks like we, we, we moved [PII]. Let me double check. OK I see [PII]. I see [PII], no, [PII] is.
[AGENT][NEUTRAL] Not there. [PII] not there and [PII].
[AGENT][NEUTRAL] Yeah, you should pop up there [PII] that hits there.
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then we added.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And there are 2 requests for [PII]. OK, so for [PII].
[AGENT][NEUTRAL] It looks like [PII] was not on the December, so we are charging December and January for [PII].
[CUSTOMER][POSITIVE] OK. All right, I, uh, appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that is, that is all thanks uh so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good afternoon, [PII].