AccountId: 011433970860
ContactId: 9412a135-ebe4-47c5-883b-af55567673aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297839 ms
Total Talk Time (AGENT): 123202 ms
Total Talk Time (CUSTOMER): 142028 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/9412a135-ebe4-47c5-883b-af55567673aa_20250403T19:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII], and I'm calling from [PII].
[CUSTOMER][NEUTRAL] For a group, um.
[CUSTOMER][NEUTRAL] Uh, the reason of my call is because uh we submit the payment for the month of March for the amount of 4,3001, and we haven't seen it at the bank.
[CUSTOMER][NEUTRAL] And now we see that is another amount on the invoice. It seems like mm there was um an adjustment on your side.
[CUSTOMER][NEUTRAL] We would like to know if we have to resubmit it or why it hasn't been uh submitted our.
[AGENT][NEUTRAL] OK, let's start with your group number, [PII].
[CUSTOMER][NEUTRAL] Uh, sorry?
[AGENT][NEUTRAL] Your group number?
[CUSTOMER][NEUTRAL] Oh, that's uh 24351.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what about the callback number or the phone number we should have on file?
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[AGENT][NEUTRAL] And is that a good callback number just in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, that's more.
[AGENT][POSITIVE] All right. All right, perfect. Thank you. And can you please verify the contact name and email that we should have?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] All right, perfect. Thank you, [PII]. OK, so you're calling about the March invoice, um, OK, let's take a look at that and see what I can do to help you out.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, yeah.
[CUSTOMER][NEUTRAL] The original amount.
[CUSTOMER][NEUTRAL] The one where we submitted was 4,301 with 35 cents.
[CUSTOMER][NEUTRAL] And now we see in the in the invoice.
[CUSTOMER][NEUTRAL] Amount to 4,144887 cents.
[AGENT][NEUTRAL] OK, um, I see the March invoice, yes, that, like you said, um, it's been submitted, um, it looks like that there was a termination, um, Ada Ada Flores was terminated effective [PII], so that difference, um.
[AGENT][NEUTRAL] It is $156.48. So the total amount due for March is $4,144.87.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh thank you uh we see that on the invoice, but my question is why it hasn't been submitted to the bank?
[AGENT][NEUTRAL] Um, well,
[AGENT][NEUTRAL] It says that when it, I guess when it was submitted the option of sending in a check was uh selected instead of um.
[AGENT][NEUTRAL] Um, EFT.
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][NEGATIVE] Oh, no, no. That, that must be a glitch on the system because uh it was as usual. We never choose the.
[CUSTOMER][NEUTRAL] The options check.
[CUSTOMER][POSITIVE] Yes, actually we have the confirmation.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, well, like I said, um, that's how it was submitted on [PII], um, so what I can do is I can open the invoice back up and you'll have to just, um, go back and, uh, resubmit it and click on or choose the EFT option.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, that would be great.
[AGENT][POSITIVE] All right, let me get that done for you real quick.
[CUSTOMER][POSITIVE] We'll do it right away.
[CUSTOMER][POSITIVE] Excellent.
[AGENT][NEUTRAL] All right, [PII], that invoice has been uh reopened and so now you can resubmit it, um, and choose the one time EFT option.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK. Excellent. Excellent. Thank you very much, [PII]. Have a good day.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You're welcome, [PII]. Is there, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, man, that will be all. Thank you so much.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you.