AccountId: 011433970860
ContactId: 90e6b041-627b-4aae-abac-ddc3fbb7b9e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324179 ms
Total Talk Time (AGENT): 102739 ms
Total Talk Time (CUSTOMER): 101387 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/90e6b041-627b-4aae-abac-ddc3fbb7b9e7_20250103T20:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, this is [PII] with Sunrise Buick GMC, and I was calling about um our statement. I'm thinking we paid uh our November bill twice and I was gonna see if we had a credit on the account.
[AGENT][NEUTRAL] OK, so just checking on the credit.
[AGENT][NEUTRAL] OK, and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. Thank you. And what's the group number?
[CUSTOMER][NEUTRAL] OK, the group number is 15906.
[AGENT][NEUTRAL] All right. And may I have, may I have the mailing address and email address and a callback number for verification? Oh, we got the callback number, just the mailing address and the email address. I'm sorry.
[CUSTOMER][POSITIVE] I think that's the right one.
[CUSTOMER][NEUTRAL] Uh, the mailing address is [PII], and the email address is probably, I don't know if you got my old one or my new one, but it was [PII] either [PII] or [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] But now it's [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, that's the one we have, the new one.
[CUSTOMER][NEUTRAL] OK, alright, good. I thought I had it fixed but I didn't know.
[AGENT][NEUTRAL] OK, perfect. Yeah. OK. And let's see, so let me see where you are and see if there's any credits on the account, um.
[AGENT][NEUTRAL] Let me go here.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I'm waiting on the documents I'm sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] It's invoice.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't see that credit. Let me get good billing department on the line and see what's going on, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? this is [PII].
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a group in the line that, um, she believes she should have a credit. Uh, I don't see any credits here, um, but that's what she thinks. Um, I checked the, um, payments, invoices and everything, but it looks like they're just up to date, but I don't see that, um, there's a credit. I don't know if you can help her with that. Um, the group number is 15906.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I can.
[CUSTOMER][NEUTRAL] OK, and who is on the line?
[AGENT][NEUTRAL] Darla.
[CUSTOMER][NEUTRAL] Darla, OK, alright, I have the group pulled up and I will see what I can find out. You can go ahead and put her through.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, and I verify everything. The callback number is the same one in the system, OK?
[CUSTOMER][POSITIVE] OK, perfect, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. I got Ms. [PII] on the line. She's in the group billing department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome have a good afternoon.
[CUSTOMER][NEUTRAL] Hey, hi Darla, this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good. How are you? Good, I'm doing well, thank you. Um, so I have your group pulled up and so let me know that you were calling about some credits that were owed to the group, is that right?
[CUSTOMER][NEUTRAL] Well that's what I'm thinking. I think we may have paid November twice. OK, let me see, let me take a look here.
[CUSTOMER][NEUTRAL] And see what payments we've received.
[CUSTOMER][NEUTRAL] I'm gonna put you down for 1 2nd, OK? Sure, no problem. Alright, one second.