AccountId: 011433970860
ContactId: 8c81925a-1e68-4644-8ee7-f66ec7cd20ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145360 ms
Total Talk Time (AGENT): 64866 ms
Total Talk Time (CUSTOMER): 62060 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/8c81925a-1e68-4644-8ee7-f66ec7cd20ae_20250624T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing this morning?
[AGENT][NEUTRAL] I'm OK. How about yourself?
[CUSTOMER][NEUTRAL] Good, um, I have [PII] on the line with a group, and she has a question on their May invoice. She said she got a letter from us stating we had received payment and she shows the check cleared on their side on [PII].
[AGENT][NEUTRAL] OK, what's that group number?
[CUSTOMER][NEUTRAL] 682 9 for Franklin Parish School.
[AGENT][NEUTRAL] Is it the May invoice?
[CUSTOMER][POSITIVE] Mhm. And I did check um in Lion, it does show outstanding still, so.
[AGENT][NEGATIVE] Let's see, oh my site's taking forever.
[AGENT][POSITIVE] Yeah, I do see it outstanding. Let me see if we've got it in house and it just hasn't been applied. I mean, they normally check for that kind of thing, but 6889 before sending out the letters.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't see it. You said she said it cleared?
[CUSTOMER][NEUTRAL] That's what she's saying on her side, yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I can talk with her, but all I need to tell her is we need to get her to send over proof to the care team just show that it's cleared, you know, maybe the canceled check, and um I'm gonna get with [PII] she's the one that handles [PII].
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] OK, so in the future just tell him to send a copy of the cleared check to the care team email.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah just let him know hey I paid this invoice this is the proof, you know what's going on.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, OK, absolutely. I will definitely note that for next time. I appreciate that.
[AGENT][NEUTRAL] Did you want me to talk to him or you got it or what do you wanna do?
[CUSTOMER][NEUTRAL] Uh yeah, no, I can tell her that absolutely not a problem. I can tell her that and then so what will somebody reach out from billing then or?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Yeah, the care team will likely, uh, submit a hub ticket for it and [PII] will get it probably because it's her, her state. I'm gonna give her a heads up though and let her know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] OK, thanks, [PII]. I appreciate you.
[AGENT][POSITIVE] No problem. You have a great day.
[CUSTOMER][NEUTRAL] You too