AccountId: 011433970860
ContactId: 9ea81e98-9413-4107-80fa-bdb4337b2eb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258048 ms
Total Talk Time (AGENT): 122220 ms
Total Talk Time (CUSTOMER): 84859 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/9ea81e98-9413-4107-80fa-bdb4337b2eb2_20250206T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over at uh Home Comfort Enterprise. How you doing?
[AGENT][NEUTRAL] Doing well how are you?
[CUSTOMER][NEUTRAL] I'm OK, so, um, I paid 2 bills for January and February.
[CUSTOMER][NEGATIVE] And I just got 2 bills in for the same period, different amounts.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] With different bill numbers too.
[AGENT][NEUTRAL] OK, so you pay.
[AGENT][NEUTRAL] OK, OK, so you're the group admin, right, for Home Comfort enterprise.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, so you paid January and February and then you got 2 new invoices with different amounts and invoice numbers for January and February.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Does all of the other information on those invoices look accurate as far as like the employees and group number and all of that?
[CUSTOMER][NEGATIVE] I haven't pulled the old invoices. I haven't pulled the old invoices. They're not, there's not enough hours in my day. I just email so.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] I understand. OK, so let's get it pulled up and see what is going on. um, first, [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] 225
[CUSTOMER][NEUTRAL] 752-0001.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm like if they would have sent the same invoice number with the new amount I would have been like OK we updated for the year but they didn't do that and it's.
[AGENT][POSITIVE] Thank you and then.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, that's what you know it very well might be a mistake, so I'm gonna get that pulled up and see what is going on with that um did you have that group number [PII]?
[CUSTOMER][NEUTRAL] 18735.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][POSITIVE] What a nice picture this is, huh, Governor.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, uh, really quick, [PII], if you would, uh, can you verify the address for the business please?
[CUSTOMER][NEUTRAL] Is a really.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. um, now do you have, uh, I know you said the old ones you already paid, of course, uh, the two new ones, do you have those invoice numbers?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The new ones end in 1348 and 1349.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright appreciate all of that information [PII] uh give me just a moment I'm gonna put you on a brief hold and reach out to our billing department and we will figure out what is going on.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] Doing all right thank you um so I've got an interesting one for you um I've got a group admin on the line and she said that she had already paid uh January and February's invoice and then just got two new invoices um that say that they are January and February, so she didn't have the old information, uh, but she did give me the two new invoice numbers and just wants to see what is going on.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] It is 18735.
[CUSTOMER][NEUTRAL] All right, and what's her name?
[AGENT][NEUTRAL] Uh, [PII], she is the, uh, admin we've got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me just get that pulled up please.
[AGENT][NEUTRAL] Mhm, and she didn't give me the full invoice numbers, but she did tell me the two new ones she got the last four digits if you need those.
[CUSTOMER][NEUTRAL] That's OK, that's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over.
[AGENT][POSITIVE] OK alright thank you bye bye.
[CUSTOMER][POSITIVE] You're welcome bye.