AccountId: 011433970860
ContactId: 94775d85-4fde-4854-afd3-b2420fa5a826
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531520 ms
Total Talk Time (AGENT): 125643 ms
Total Talk Time (CUSTOMER): 129062 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/94775d85-4fde-4854-afd3-b2420fa5a826_20250203T16:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, yeah, good morning, [PII]. um, let me give you a group number they could help you with it.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and [PII], may I have your group number and a good contact number in case we disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, and the group number whenever you're ready.
[CUSTOMER][NEUTRAL] 800 and then 56.
[AGENT][NEUTRAL] OK. And how may I assist you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes. We received a letter that, to be honest with you, if I show you a copy of this letter, it's like, when it got to the mail, I don't know who took it, it's half of the mail is destroyed. But I was able to see the main reason of that letter, apparently back in May.
[CUSTOMER][NEUTRAL] Uh, there was, you guys send us a check for 4133.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But we never received that. Mm.
[AGENT][POSITIVE] OK, um, so yeah, I just spoke with you. So we just need to get you on the list for the group so that we can give you the information. We'll be more than happy to help. [PII]'s just
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII] sent it already.
[AGENT][NEUTRAL] OK. So let me check the email.
[CUSTOMER][NEUTRAL] You just send an email with you guys, yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you mind if I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] It is annoying
[AGENT][NEUTRAL] So, yeah, why don't you start with that instead of like a new call.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I have the email here. I'm gonna go ahead and get you over to group billing so they can help you with the payment from May or the check from May and the um adding to the group, OK?
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Hold on one moment while I get a representative for you.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][NEUTRAL] I'm doing good. I have, um, well, I have a question. I have a group contact on the other line. So, well, you want me to give you the group number first?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, what's the group number?
[AGENT][NEUTRAL] OK, it's 80056.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm speaking with [PII]. She's not on the, she's not listed. This is her second time calling. So the first time I told her to, you know, have the contact, send the email to care team to add her.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I, um, [PII] sent the email, the email is here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so she now needs to talk about a, uh, um,
[AGENT][NEGATIVE] Payment that was sent back to them for $41.33 for an invoice, but she doesn't know why and she said she didn't receive the payment, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she wants to talk about that.
[CUSTOMER][NEUTRAL] OK, so we did get the email right.
[AGENT][NEUTRAL] Mhm. I do see the email here. I just haven't sent the hub to group billing, so I didn't know if I could talk to her or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine, yeah, yeah, we can talk to her as long as we got that that's fine um we'll just make sure we'll get we'll get that updated, but as long as we have it, yeah, I can talk to her or um so she's OK, let me make sure I understand so she's saying she's calling about um a payment that we sent to them is that did I understand that right? A [PII]?
[AGENT][NEUTRAL] Yeah, she said there was a payment in [PII]. They received a letter.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Um, that there was a payment, but they never received it.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so it might be like an outstanding payment. I think I know about what that.
[CUSTOMER][NEUTRAL] Letter looks like um all right you can go ahead and send her over to me and I can see if I can locate that check um.
[CUSTOMER][NEUTRAL] And see if we can figure out what she needs to do.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thanks again for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you, [PII]. Have a good day.
[AGENT][POSITIVE] You're welcome, you also. Bye-bye.
[CUSTOMER][POSITIVE] Thanks
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], this is