AccountId: 011433970860
ContactId: a41c9b16-df11-4bec-bcfb-2d08ab3471f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229660 ms
Total Talk Time (AGENT): 100212 ms
Total Talk Time (CUSTOMER): 122880 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a41c9b16-df11-4bec-bcfb-2d08ab3471f7_20250625T13:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APO. This is can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Doctor [PII]'s office, um, I made a payment the other day for.
[CUSTOMER][NEUTRAL] Like our usual schedules for the group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEGATIVE] It's not showing up in the system. I couldn't even print out uh.
[CUSTOMER][NEUTRAL] A receipt that you know I always printed it out before the new.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The new page, the new site came out because just for reference, but it says paid invoices and it doesn't show the one for June it shows the last one was [PII] and then on top.
[CUSTOMER][NEGATIVE] It says no open invoices.
[AGENT][NEUTRAL] OK, let me take a look at that for you. What's the group number?
[CUSTOMER][NEUTRAL] I'm trying to find out. I knew you were gonna ask me that one second.
[CUSTOMER][NEUTRAL] 26485.
[AGENT][POSITIVE] Alrighty, let me get it pulled up.
[CUSTOMER][NEGATIVE] This is a harder way like.
[CUSTOMER][POSITIVE] It was so much easier before.
[AGENT][NEUTRAL] Alrighty, can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] [PII]. That's [PII].
[AGENT][NEUTRAL] Thank you and uh who is the contact person and email we should have on file?
[CUSTOMER][NEUTRAL] [PII] and the email is [PII]. They told me they would send me an email as well, but I didn't receive it.
[AGENT][NEUTRAL] All right, thank you. Uh, and, am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][POSITIVE] Alright perfect thank you and what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][POSITIVE] Perfect thank you alrighty so we're referring to the June invoices uh is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] We're referring to the June invoice.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, the one for July.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Oh, so, um.
[AGENT][NEUTRAL] I see that it's been submitted but there's not a um scheduled payday so um did you click on ACH or paper check when you submitted the invoice?
[CUSTOMER][NEUTRAL] Paper check.
[AGENT][NEUTRAL] Uh, do y'all usually send in a paper check?
[CUSTOMER][NEUTRAL] Yes, because we have the we have the account set up already with the paper.
[AGENT][NEUTRAL] Oh, OK, so it should have you should have chosen ACH not paper check. Paper check, um, means like a physical check. So what I'm gonna do.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][POSITIVE] Oh no no no no it's that we have OK.
[AGENT][NEUTRAL] Yeah I'm gonna reopen the invoice and um once I reopen it you can go back and choose ACH instead of paper check and then it'll um it'll it'll go through.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I please so then so I the the invoice hasn't been submitted then.
[AGENT][NEGATIVE] Well, it was submitted, but the payment, no, no.
[CUSTOMER][NEUTRAL] I mean my the payment has been submitted.
[CUSTOMER][NEUTRAL] OK perfect can you open it up please? Nobody could explain this to me before.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah, yeah, so I've reopened the invoice so you'll need to refresh your screen and then just go back and um resubmit the invoice and choose ACH.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much I don't know why I did the other one.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All [PII]. Thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thank you.