AccountId: 011433970860
ContactId: 8ddbe95e-221f-4b8f-9c42-ce65166c8fce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410100 ms
Total Talk Time (AGENT): 161583 ms
Total Talk Time (CUSTOMER): 214964 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/8ddbe95e-221f-4b8f-9c42-ce65166c8fce_20250401T12:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm doing great. [PII], how are you this morning?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I just need, uh, well, this person needs to talk to you. So is group number 17672?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, we're speaking with [PII]. She's not on, um, line. She's in the OSC admin for the group.
[AGENT][NEUTRAL] OK. OK. And it's 17672.
[CUSTOMER][NEUTRAL] But basically,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's asking about February, well, she said that she was told there's someone, like a middleman in between the broker and her and um they told her that they were that they were 3 months behind.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she's trying to find the February, March and April bill. I see March and April, but I don't see a [PII] bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I can help her.
[CUSTOMER][NEUTRAL] So she wanted to talk about the billing.
[AGENT][POSITIVE] Yeah, OK, sure, I'll help her. Thank you, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, hold on one moment. You're welcome.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Hello [PII]. Yes, ma'am. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] Hey, [PII], I'm doing great. How are you doing this morning?
[CUSTOMER][POSITIVE] I'm good thank you.
[AGENT][POSITIVE] That's great. Hey, let me get a callback number for you please, [PII], just in case we get disconnected, OK?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and so you know, I mean, [PII] was telling me that um you're calling about the February, March, and April bill, is that correct?
[CUSTOMER][NEUTRAL] I'm, I'm actually calling about January. They said that we were past due January, February and March, and I'm trying to, I took it to finance and they said that we paid January on the [PII], and I just need to know what needs to be paid and what we're past due on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so I do see that it is past due for January, February, and March, and we just billed for April. So you, you, you're saying that you did send in the payment for January on the [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah, January was said it was paid [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We might not have it processed. Give me just a moment. Let me look through if you don't mind, let me look through my stuff, OK.
[CUSTOMER][POSITIVE] No problem, take your time.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] See was that sent by check for January?
[CUSTOMER][NEUTRAL] Yes, they did a check D.
[CUSTOMER][NEUTRAL] Can you call um [PII] and ask her, was it a check?
[CUSTOMER][NEUTRAL] Oh actually [PII] may may know.
[CUSTOMER][NEUTRAL] Um, ask [PII].
[AGENT][POSITIVE] I am looking, [PII]. Bear with me. Thank you for being patient. I appreciate it.
[CUSTOMER][NEUTRAL] But [PII].
[CUSTOMER][NEUTRAL] What did she say?
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] Tell them I'm checking on the payment. I'm on the phone with them.
[AGENT][NEUTRAL] OK, I do see that we received the January [PII]. OK. Um, yes, ma'am. We, we received that like on, uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Never mind that um she, she found it.
[AGENT][NEUTRAL] I found it for January. So, have you received your February um invoice yet and your March invoice?
[CUSTOMER][NEUTRAL] OK, yes, so it's, it's in the process of being paid, but they told us that we were in uh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] We were um at risk of being turned off.
[AGENT][NEUTRAL] But did you get an overdue notice?
[CUSTOMER][NEUTRAL] For January, February, so I want to make sure we when we issue the February it's gonna be applied to February, right?
[AGENT][NEUTRAL] Yes, that's correct. Yes, ma'am. So what happened was, what I'm looking at [PII], when you send in the December payment, that was also for January, OK? So that's, that's what I'm looking at. So yes.
[CUSTOMER][NEUTRAL] Oh, they said 2 payments?
[AGENT][NEUTRAL] Yes, ma'am. We got a check for 7,91798. That check dated was 1-14-25. The check number was 110608.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] So you're, you're what you're doing now is for February and March. Would you like me to email you the invoices? Have you gotten those yet?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, I have them right here. Um, I have February ending with 9487.
[AGENT][POSITIVE] That's right. Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that correct? You, do you see that one? And I have um
[AGENT][NEUTRAL] I do see that
[CUSTOMER][NEUTRAL] March, I'm sorry, and March is ending in [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, so those are the two that's coming next. Um, I'm gonna, they're probably gonna issue those two together, so should I should ask them to do it separate?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You can do, um, are you wanting to pay them together like like you did for December and January.
[CUSTOMER][NEUTRAL] Um, no, they're gonna pay it the same way to check. I just wanna know for like future reference so we don't have the issue. Is it best, I'm, I'm not sure if I can control this payment because I already submitted it um about 10 days ago. They said on the [PII] I submitted it, um, but I could move forward, let them, you know, ask them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They probably did it because we turned it in at the same time cause I did too again, but I can, we can try to control it if it's better.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, that's fine, which is the way you do it if you want to send them both at the same time, that's fine. That is absolutely fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, so let me get these two payments off and um I just, I just want to do a little research on January and make sure we were good with January.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, you are. I see that we did receive it.
[CUSTOMER][NEUTRAL] And we already have [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] No, that would be all, that would be all.
[AGENT][POSITIVE] All right. Well, thank you for calling ADL.
[CUSTOMER][NEUTRAL] I'm gonna run over there right now.
[AGENT][POSITIVE] OK. I hope you have a great day, OK?
[CUSTOMER][POSITIVE] Thank you, ladies.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Alright, thank you. Bye bye.