AccountId: 011433970860
ContactId: a6218088-56fa-414b-bec5-312126458b79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342440 ms
Total Talk Time (AGENT): 138612 ms
Total Talk Time (CUSTOMER): 172261 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/a6218088-56fa-414b-bec5-312126458b79_20250130T20:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Girl, I got you again.
[AGENT][NEUTRAL] I hope it's the easier one.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] That's one I have no idea. um, so this is a, a group calling in but he's not the group contact and I checked the OSC and he's also not registered in the OSC um, he gave me the the group contact person and the phone number that's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On his OSC account for the group contact person but it's not the phone number that's in EMPL if that makes sense.
[AGENT][NEUTRAL] Yeah, it does.
[CUSTOMER][NEUTRAL] OK, so he gave me that but he's not listed, um, but he's calling because he's saying that he got a letter saying that um they were sending the payments to the wrong address and so he started looking and he noticed that they had a duplicate payment um this month. Can you take a look at the group?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, what's the group number?
[CUSTOMER][NEUTRAL] 24922.
[AGENT][NEUTRAL] OK, yeah, we've been sending those out trying to get them. OK, that's actually a group that I talked to earlier who's on the phone?
[CUSTOMER][NEUTRAL] His name is [PII]. He's the bookkeeper.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You can go ahead and put him through and I'll see what I can do.
[CUSTOMER][NEUTRAL] Oh, I do see you talked to somebody today.
[AGENT][NEUTRAL] Yeah, I did.
[CUSTOMER][POSITIVE] OK. All right, well, here he comes. Thank you.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes this is he.
[AGENT][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm good [PII] how are you?
[AGENT][POSITIVE] Good. I'm doing well, thank you. So, um, memory gave me your group information for uh manifestations worldwide and she let me know that you were calling about a possible duplicate payment, is that right?
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, yes, sir. Let me look into that with you. Um, let's see, do you have the payment information that you could give me? um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or or maybe the month that you think.
[CUSTOMER][NEUTRAL] Uh, you mean like an like an like an invoice like an invoice number or something?
[AGENT][NEUTRAL] Let me see, let me pull up the, do you have um a check number or do you, do you know which um invoice might have been paid twice?
[CUSTOMER][NEUTRAL] where the the the invoice I believe is invoice number 63,776,770.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see um what I can see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that was gonna be the January invoice.
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] Oh, it looks like we did get two checks. They're both dated on the [PII]. Let me see, it looks like one of them applied to January and one of them applied to December.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, so, uh.
[CUSTOMER][NEUTRAL] They were paying 2 different invoices then.
[AGENT][NEUTRAL] That's what it looks like I was trying to see if there was any invoice information um with the check. Let me see.
[CUSTOMER][NEUTRAL] You probably won't have any invoice information on the check other than maybe the the um group number or account number and the is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, that's all I see here.
[CUSTOMER][NEUTRAL] The reason for that is that we actually schedule payments through our bank, so basically we just simply have our bank send send the checks out on our behalf so that's really why they'll probably look almost the same uh with the, you know, same, same group number, same dollar amount basically but in terms of an invoice number it probably won't bear an invoice number but um again just wanted to make sure because I'm only seeing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] On my end, 11 invoice I I'm only seeing one invoice on my end here so I'm just trying to figure out whether or not the bank may have um been overzealous and not really focused maybe had a glitch of some kind and sent out two payments.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] That's that's what I'm trying to determine.
[AGENT][NEUTRAL] Yeah, so it looks like here um we received a payment in December and that was for the November invoice and then we received these two payments, um, in January we applied 1 to December and 1 to January and then it looks like the group just owes the February invoice currently.
[CUSTOMER][NEUTRAL] OK, so, so nothing then there's no overage as far as you're concerned everything appears to be even.
[AGENT][NEUTRAL] No sir, I don't see an overpayment, mhm.
[CUSTOMER][NEUTRAL] OK, all right, not a problem I just wanted to uh confirm that.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's gonna be it for now.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK you too take care.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Mhm