AccountId: 011433970860
ContactId: a2ccc563-15be-47ff-bd79-6c1c1a4d769f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370220 ms
Total Talk Time (AGENT): 133990 ms
Total Talk Time (CUSTOMER): 180122 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/a2ccc563-15be-47ff-bd79-6c1c1a4d769f_20250228T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Roth Harper and Associates, and what I'm trying to do, [PII], is get a hold of an outstanding bill I think our company has with you.
[CUSTOMER][NEUTRAL] Um, we operate through a payroll company, so I don't have the bill myself, but I wanted to get a hold of, uh, of an invoice or a bill. I have references if that helps.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes I can I can help you with um getting a hold of your bill sir and [PII], what was your last name again please sir?
[CUSTOMER][NEUTRAL] It's [PII], it's spelled [PII]
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK thank you and what is your call back?
[CUSTOMER][NEUTRAL] And my, my company, my company is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Um, I'm with Rathth Harper and Associates Inc.
[AGENT][NEUTRAL] OK, and then may I get your group number and your call back number?
[CUSTOMER][NEUTRAL] I don't know what callback number means um.
[CUSTOMER][NEUTRAL] I have um.
[AGENT][NEUTRAL] If our call is disconnected I can call you back.
[CUSTOMER][NEUTRAL] Oh, it's uh [PII].
[CUSTOMER][NEUTRAL] 636.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you, sir.
[CUSTOMER][NEUTRAL] I have the invoice number.
[CUSTOMER][NEUTRAL] I have the invoice number.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And I, it, it's, it's got an RE. I'm looking at a memo from from you guys just a general memo regarding an outstanding invoice it says RE.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That means regarding 26763 and then it says outstanding invoice. I'm just, I'm just looking for the original invoice that's all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. I understand.
[AGENT][NEUTRAL] OK, let me look real quick.
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] I think I have the invoice number too if you need that.
[AGENT][NEUTRAL] OK, what is the invoice number?
[CUSTOMER][NEUTRAL] It's uh INVs as invoice 0006376417.
[AGENT][NEUTRAL] OK thank you sir and then are you with um the agent's office or the broker's office? Because I'm not showing that you're the contact person on the group.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I am not. I'm with the actual company, uh.
[CUSTOMER][NEUTRAL] It may have [PII].
[CUSTOMER][NEGATIVE] Um, so we switched payroll companies, so this is a confusing mess, um, and I'm the actual company CFO and I'm trying to get it all resolved and get you guys paid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So there's either [PII] with our prior uh company which is 4th or it's probably [PII].
[CUSTOMER][NEUTRAL] Uh, with our new company which is Priority HR.
[CUSTOMER][NEUTRAL] Not one of those two?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][POSITIVE] Oh boy, of course.
[AGENT][NEUTRAL] No, sir. Um.
[AGENT][NEUTRAL] Um, let me see if you're in the notes anywhere for previous calls. No, sir, I don't see.
[CUSTOMER][NEUTRAL] Well I don't
[CUSTOMER][NEUTRAL] See, we have a company policy. I don't pay off of statements I pay off invoices.
[CUSTOMER][NEUTRAL] And that makes that makes uh that makes you so you don't double pay things basically that's why I'm looking for an invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] I mean I could tell you the billing dates, I could tell you the amounts and everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'm going to do is I'm gonna go ahead and let you speak with group billing to see if they can help you further as far as getting that invoice to you, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I'm going to transfer you on over to them and I'm gonna let them know can you verify the group address for me?
[CUSTOMER][NEUTRAL] it's probably
[CUSTOMER][NEUTRAL] I'm gonna give you what's on the letterhead here from you guys uh [PII].
[AGENT][NEUTRAL] OK, this group 26763. Let me keep looking.
[CUSTOMER][NEUTRAL] And by the way, it's got our company name which is Rath Harper, but that is not my address there but they're are payroll company so I understand why it would be that way.
[AGENT][NEUTRAL] Right, I understand too. OK, I'm gonna go ahead and transfer you on over to group billing so you can get further assistance, and it's going to be a brief hold while I transfer you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And thank you so much for calling APL Bob. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Uh thank you, appreciate it.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the care team. I've got um [PII] on the phone. He's the chief financial officer for group number 26763.
[AGENT][NEUTRAL] He was able to verify the group address and he's calling about invoice number 6376417.
[AGENT][NEUTRAL] With Wrath and Harper and Associates.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.