AccountId: 011433970860
ContactId: 8debe74b-af62-4595-bff3-71b1ad1add93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350160 ms
Total Talk Time (AGENT): 192303 ms
Total Talk Time (CUSTOMER): 127744 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/8debe74b-af62-4595-bff3-71b1ad1add93_20250523T18:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from [PII]. Uh, I just got an overdue notice on our bills.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I, and the thing is they're sending me saying that let me look at it, it's saying that my February, March and April is past due.
[CUSTOMER][NEGATIVE] And I paid like 5 or 6 months because I didn't get the bills.
[CUSTOMER][NEUTRAL] So I paid $326.50 and the check has cleared the bank.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, [PII], so you're the administrator for your group and you've received notification that you all have overdue invoices.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so what I need to do, [PII], is I can, I will need to verify some information with you for security, and then I can get you connected with someone who can take a more in-depth look at that for you, OK? So what is the, oh, you're welcome. So first off, what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is um the group number?
[CUSTOMER][NEUTRAL] Oh, you would ask me something like 225265.
[AGENT][NEUTRAL] 25265. OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, so I, as I said, I will need to verify several things with you first for security. So first off, [PII], if you could verify the, you gave me the name of the group. So what is the address for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then also your email I'm sorry, your last name first.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the email address for you, your work email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then the phone number that we have on file for the group is the same as the one you gave me, so that is the best number that we should have on file for the group. It's a whole OK alright and so you said that the notification, does it, it says for February, March and April was that correct? Is that what you said?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, so if you will give me just a moment I will get you connected to someone who can look at that for you and you said that you did send in a payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that correct? That the check is cleared?
[CUSTOMER][NEUTRAL] Yes, yes, and it's clear, yeah, it's clear the bank because I got the invoices for January, February, March, April, and May all at one time because the bills haven't been coming here.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] And I paid all 5 of them at one time and the check has cleared the bank.
[AGENT][NEUTRAL] OK. And you said that that was for how much again that she paid?
[CUSTOMER][NEUTRAL] $326.50.
[AGENT][NEUTRAL] And that was for January.
[AGENT][NEUTRAL] Through
[CUSTOMER][NEUTRAL] January through May.
[AGENT][NEUTRAL] May, OK, alright, well if you will give me one moment, I will get you connected and is there anything else that I could help you with before I do?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well then, thank you so much um for calling ATL Sharon and I hope you have a very nice weekend.
[CUSTOMER][POSITIVE] Thank you. You too, [PII].
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling IPO. This is. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thanks. I have one of the admins on the line with group number 252-6525265. [PII], and that's [PII] Dodge Jeep Ram is the abbreviation. She's calling regarding an overdue notice that they have received.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For February, March and April, and she said that she had sent in payment for January through May and that check does show it's cleared on their end.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Come on computer.
[CUSTOMER][NEUTRAL] Yep, yep, it sure, sure is right here. Let her know that I'll get it applied and disregard it. I don't know why the processor hasn't processed this. Oh, actually we just got it on the [PII], so technically the group should have already been lapsed, but I'll get it applied.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so just tell her to disregard the notice that she received. I will certainly be glad to tell her that.
[CUSTOMER][NEGATIVE] Disregard it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] All right, thanks, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey [PII] this is still [PII] so I spoke to someone in the billing department and instead of transferring you she was able to see that payment and she said that she will get it applied so you can disregard that notice.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] So that was pretty simple. Well, you're welcome. So, um, thank you again for calling ATO, and I hope you have a wonderful weekend still.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.