AccountId: 011433970860
ContactId: 8ff361cc-2c9d-4743-8e67-50de97fc2868
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362720 ms
Total Talk Time (AGENT): 130609 ms
Total Talk Time (CUSTOMER): 115766 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/8ff361cc-2c9d-4743-8e67-50de97fc2868_20250620T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I received an email that we are late on payment. Um, I can give you our account number. It's somewhere on here. I give you the type. Does that, does that help invoice type?
[AGENT][NEUTRAL] Uh, um, do you have a group number for your group maybe?
[CUSTOMER][NEUTRAL] I don't, but the invoice is showing like like type INV and then there's like 10 numbers or something 12345.
[CUSTOMER][NEUTRAL] 10 numbers?
[AGENT][NEUTRAL] OK, um, start with the skip the leading zeros and then you can start with the next number.
[CUSTOMER][NEUTRAL] 638-800-02
[CUSTOMER][NEUTRAL] [PII], tell her I'll call her back.
[AGENT][NEUTRAL] Let me pull this up here. Give me just a second.
[AGENT][NEUTRAL] And then can you give me the name of the group?
[CUSTOMER][NEUTRAL] It's Rosenbaum Soel wine rub.
[AGENT][POSITIVE] Thank you. And then I apologize. What was your first name again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thanks, [PII]. OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me just double check and see.
[AGENT][NEUTRAL] OK, so it looks like that is the invoice for May. It is still showing outstanding. Did you wanna make a payment over the phone or did you need help with online?
[CUSTOMER][NEUTRAL] I will, but can you do, yeah, no, no, it's OK, so I, I just, I have two outstanding checks from you guys and I don't know if it's going to the wrong address or what, but I can you tell me what the last.
[CUSTOMER][NEUTRAL] Check that you guys have on file is?
[AGENT][NEUTRAL] Yeah, let me.
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] You know what? I thought maybe I had access to that, [PII]. I don't. I need to get somebody on the line and billing, but they can definitely answer that for you and then take the payment if they need to for this one.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] OK, yeah, like I said I have 2, but, but they're actually both I mean we're going on 17 days now even for the [PII], so I don't know what's happening because I do have 2 of them floating right now.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. Yeah, let's double check on it. Do you mind holding for just a moment, please? Thanks.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] A place that I can see checks I don't even know.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you?
[CUSTOMER][POSITIVE] I'm good, [PII], how are you hon?
[AGENT][NEUTRAL] Good hey I have [PII] on the line with a group and he has some questions on an invoice. Can I give you the group number?
[CUSTOMER][POSITIVE] Sure, what's right
[AGENT][NEUTRAL] It's 24614 and it should be for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, um, he did say that he got a notice that they had an outstanding invoice and I did advise that I saw in Lion that it looks like May and June are outstanding. Um, he's saying that they sent us a couple checks that are still outstanding and he's wondering where they're at.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anywhere in on base where I can see checks or is that something only you guys can see?
[CUSTOMER][NEUTRAL] Yeah, um
[CUSTOMER][NEUTRAL] No, we can go, OK, so let me look, look at a retrieval.
[CUSTOMER][NEUTRAL] And we'll click on billing and collection.
[CUSTOMER][NEUTRAL] And then billing I know I'm going too fast, but just I'm just and then I'm gonna put in the group number is he giving me check numbers or anything, please?
[CUSTOMER][NEUTRAL] Or when they were sent.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] He did, yeah, he didn't give me the check numbers. I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. I'm wanting to see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, you let me have, let me help him. I, uh, thank you, sir. I'll be glad to help you, OK.
[AGENT][NEUTRAL] OK, yeah, and he, he said if he needs to, he's willing to make a payment. he's just trying to figure out what's going on, so.
[CUSTOMER][POSITIVE] OK. Yes, ma'am, I'll talk to you. Thank you, [PII].
[AGENT][POSITIVE] Yeah, you're welcome. Thank you. One second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thanks for patiently waiting, [PII]. I have [PII] and billing on the line she's gonna take the call, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you [PII] uh thank you sir.
[AGENT][POSITIVE] Yeah, you're welcome.
[CUSTOMER][POSITIVE] [PII]. Hey [PII], this is hey [PII], this is [PII]. How are you today? I'm good thank you.
[CUSTOMER][NEUTRAL] Good, good. I understand you're calling about an, and in