AccountId: 011433970860
ContactId: a7ad1f76-b10d-4a6e-a960-15be8ebd372e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386019 ms
Total Talk Time (AGENT): 82782 ms
Total Talk Time (CUSTOMER): 126065 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a7ad1f76-b10d-4a6e-a960-15be8ebd372e_20250117T15:10_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you? I had called the other day trying to get information.
[CUSTOMER][NEUTRAL] Um, regarding our bill, apparently we're.
[CUSTOMER][NEUTRAL] You guys sent me, you guys send me back a check.
[CUSTOMER][NEUTRAL] Say stating that we overpaid, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And let me give you the group number so you can look it up.
[AGENT][NEUTRAL] Yes, please. Mhm, go ahead.
[CUSTOMER][NEUTRAL] 8075.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Ms. [PII], what's the name and address of the group?
[CUSTOMER][NEUTRAL] Waypoint contracting.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so you.
[AGENT][NEUTRAL] It's called the [PII].
[AGENT][NEUTRAL] Did you receive the call back, um, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, I'm still waiting for her to call me back.
[AGENT][POSITIVE] Oh, OK, I'm so sorry for that.
[CUSTOMER][NEUTRAL] That's why I'm that's why I'm calling because I'm like I don't understand what's going on considering the.
[AGENT][NEUTRAL] OK. OK. Uh let me see if I can get her on the line. OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Suffering.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? Good morning. This is [PII].
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm good thank you um I have a group in the line that uh it looks like they had an overpayment and she's calling about the overpayment.
[CUSTOMER][NEUTRAL] You have the group number?
[AGENT][NEUTRAL] It's 80075.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't see anything in groups yes.
[AGENT][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] Based on the notes, she was supposed to get a call back from I think [PII] from, from [PII], I guess, I don't know, but she never did um.
[AGENT][NEUTRAL] And then I'm just going by the note on [PII] where it says there's an overpayment and she did receive that notice.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright you can send it to me.
[AGENT][NEUTRAL] OK, uh, here she come. I did fully verify all the information and the callback number is the same one in the system, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Here she comes.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Ms [PII] on the line. Um, she's gonna assist you from here. She's in the group billing department.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh yes, this is [PII] with Way Point.
[CUSTOMER][NEUTRAL] I need your help because.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me? Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I received a check in the mail, right? 4406.
[CUSTOMER][NEUTRAL] Stating that there was an overpayment. Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm looking at this and it seems like.
[CUSTOMER][NEUTRAL] Could have been more than that.
[CUSTOMER][NEUTRAL] OK, um, so what it, um, what's happened is it looks like um the group has um the invoices set up like through their bank to auto pay and send us a check but it also looks like someone is going on our online service center and making payments um so that's where the refund falls into place.
[CUSTOMER][NEUTRAL] Getting
[CUSTOMER][NEUTRAL] Dating
[CUSTOMER][NEUTRAL] And the invoice.
[CUSTOMER][NEGATIVE] I'm sorry, you keep cutting out.
[CUSTOMER][NEGATIVE] If I receive a phone call or an email telling me that the invoice has not been paid and I go online and it shows that the payment has not been applied.
[CUSTOMER][NEUTRAL] I don't understand like, so how is this happening? Because.
[CUSTOMER][NEUTRAL] You guys send me something and then.