AccountId: 011433970860
ContactId: 9a40e496-4b02-401f-b465-5ccd7251d58e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493179 ms
Total Talk Time (AGENT): 204349 ms
Total Talk Time (CUSTOMER): 234622 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/9a40e496-4b02-401f-b465-5ccd7251d58e_20250521T14:33_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][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Columbia County School District. How are you this morning?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I am good um so I'm calling from accounts payable and we're trying to confirm your um.
[CUSTOMER][NEUTRAL] Your address, your remittance address, you know, and your ACH information because we're trying to set up um your new address, but we're having a little difficulty confirming the address.
[AGENT][NEUTRAL] OK, uh, well, I can help you. Hold on one moment, let me get, well, 1st may I have a good contact number in case we're disconnected and then um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do you have like a, you're the provider, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So, um, I won't be able to look it up. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Here.
[AGENT][NEUTRAL] And what's a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] It's the same remittance address.
[AGENT][NEUTRAL] I need to probe a little more.
[AGENT][NEUTRAL] Oh yeah and then there's another girl.
[AGENT][NEUTRAL] So [PII]. Hello, [PII].
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, thank you so much for holding. I apologize for that wait. So you need the like for the ACH remittance?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so we don't have an address, we have a routing and account number, um, but it's for Bank of Oklahoma.
[CUSTOMER][NEUTRAL] OK, are you able to confirm the routing number and accounting number for me?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So the routing number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] This is exactly why that information is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, that's, that's exactly where I school.
[AGENT][NEUTRAL] And the account number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and the the remittance address on the bill, let's see, it says [PII], which I think that has changed some time ago, but we've been sending them to [PII] so I just wanna make sure you know which address is the remittance address.
[AGENT][NEUTRAL] Oh, it's definitely [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK, can you, um, is it, can you give me the department number or is it a PO box? which one?
[AGENT][NEUTRAL] Uh, so do you have 269?
[CUSTOMER][NEUTRAL] Is the department number in the PO box?
[AGENT][NEUTRAL] [PII] for the department.
[CUSTOMER][NEUTRAL] Yes, as the PO box.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so which one goes first? Should it say [PII] box first?
[AGENT][NEUTRAL] So that's
[AGENT][NEUTRAL] So hold on, so that's for just standard mail. Our, our remittance is just the um routing and account number, but I mean, yes, if you want to send it there, you can send payments there. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And are you able to see who our contact person is for um billing questions? Well, not necessarily billing questions.
[AGENT][NEUTRAL] Are you a group or a provider?
[CUSTOMER][POSITIVE] A group I'm sorry.
[AGENT][NEUTRAL] OK, what's your group number?
[CUSTOMER][NEUTRAL] Uh let me see if I see it on the bill 18392.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But if there's no attachment on here.
[CUSTOMER][NEUTRAL] And I can't find it from the
[AGENT][NEUTRAL] When you say your contact, like who do you have listed as your group contact, or you're asking who do you contact from here?
[CUSTOMER][NEUTRAL] Who do we contact from from there?
[AGENT][NEUTRAL] With like billing questions or?
[CUSTOMER][NEUTRAL] Yes, with billing and for um well this paper says the contact person is [PII]. We've never contacted [PII] before we actually for billing we've been communicating with [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Time
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] [PII], you would call this number.
[CUSTOMER][NEUTRAL] I want.
[AGENT][NEUTRAL] Um, there's really no contact. Court [PII] is the supervisor of customer service and [PII], um, is no longer with billing, but she's still with us, and she got promoted. So for your questions or anything you would need to reach out to us, uh, the customers or customer care number or your agent, um, but there's like no direct billing or direct.
[CUSTOMER][NEUTRAL] I don't know where
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I used to do that.
[AGENT][NEUTRAL] Other department contact.
[CUSTOMER][NEUTRAL] OK, and who do you say that [PII] is?
[AGENT][NEUTRAL] [PII] is the supervisor of customer service.
[AGENT][NEUTRAL] But her name is on that letter, it's on all the letters.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But yeah, if you have any questions, you can always reach out to your agent, um, [PII], or you can reach out to us at the customer care team and we'll um help you or get you to the, whoever you need assistance with.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] you you have to go back and.
[CUSTOMER][NEUTRAL] And you're not
[CUSTOMER][NEUTRAL] OK, so who, who is that [PII] person you just named? Say that name again.
[AGENT][NEUTRAL] That's the age for the group.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So they
[CUSTOMER][NEUTRAL] What's his name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Because you said, um, [PII] is no longer.
[AGENT][NEUTRAL] [PII], she's with us, she just got promoted, so she's not like, if you call billing, she's not in the billing department anymore. You would call customer care and we would direct you to where you need to be based on whatever the issue is.
[CUSTOMER][NEUTRAL] actual
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] OK dokey, alright, that's perfect. Exactly what I need, I think hold on I think I see another OK so the address of the.
[CUSTOMER][NEUTRAL] The [PII] that says the [PII]. What address is that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Because that's what [PII], that's the we received that address on the W9.
[AGENT][NEUTRAL] Um, I'm not sure, but let me see if I can find out. You said 2 wait, can you tell me that one more time?
[AGENT][NEUTRAL] Oh, hold on.
[CUSTOMER][NEUTRAL] OK, so that's, that's, that's why we made the mistake it has.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] that's it that.
[AGENT][NEUTRAL] [PII]. OK, so that's our just our general mailing address. The other PO box with the department number, that's specific for payment.
[CUSTOMER][NEUTRAL] By the beginning of the year.
[CUSTOMER][POSITIVE] Mhm, got you, OK, alright, I think I'm good. OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, thank you very much.
[AGENT][POSITIVE] All right, well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.