AccountId: 011433970860
ContactId: a822c076-50eb-42c7-9e3e-4cd0e08e5190
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301179 ms
Total Talk Time (AGENT): 99827 ms
Total Talk Time (CUSTOMER): 122374 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/a822c076-50eb-42c7-9e3e-4cd0e08e5190_20241230T17:49_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], so I have my client on the phone. I guess there was some misinformation on the billing for December's premium, and we had to call in the payment. Can I give you their group number?
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It is 267-82.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII] and [PII], I'm the agent of record.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number for you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[CUSTOMER][NEUTRAL] 554.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment while I get this pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that is pretty much.
[AGENT][NEUTRAL] This was a 3 LLC.
[CUSTOMER][NEUTRAL] She just updated the bank, yeah, go ahead. It was for 3 sync.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] The this is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and I apologize, [PII] um you said there was an issue with um uh billing or invoice?
[CUSTOMER][NEUTRAL] Yes, so we got a, I, I have the client on the phone. We got a, uh, message from [PII] at at APL telling us that the, the payment was reversed because the banking they initially had in there must have been incorrect. [PII]'s on the line. She's the HR admin over at ThreeSync. She updated the banking info, but it looks like you guys need us to give you that information over the phone to pay December because the charge was reversed. Is that what you're seeing?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see, OK, I see I understand, but yeah, just sorry, I just wanted to make sure we were on the same page, OK.
[AGENT][NEUTRAL] Alright, do you happen to have that invoice number, [PII] or [PII] if you can hear me?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have it. It's yeah 637.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 6392.
[AGENT][POSITIVE] OK thank you
[AGENT][NEUTRAL] Alright, and really quick, are you able to verify the address for the business?
[CUSTOMER][NEGATIVE] Um, yeah, hold on a second, I don't know it off the top of my head. I know it's horrible. It's [PII].
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, alright, thank you so much for verifying that information. Bear with me just a moment I'm gonna put you on a brief hold while I reach out to our billing department we'll get right back with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] F
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][NEUTRAL] I'm OK. How about yourself?
[AGENT][NEUTRAL] Doing alright thank you uh so I've got a well an agent and a group admin on the line um they're needing to make a payment for December they said that their uh invoice it stated that their payment was reversed, so they're calling in to make that payment.
[CUSTOMER][NEUTRAL] Oh, OK, alright, let's see what group is that.
[AGENT][NEUTRAL] Group number is 26782.
[CUSTOMER][NEUTRAL] 26782.
[CUSTOMER][NEUTRAL] And who you got on the phone.
[AGENT][NEUTRAL] Uh, we have both [PII], the agent, and [PII], the group admin. They're both on the line.
[CUSTOMER][NEUTRAL] Alright, and you want to pay December and the number.
[AGENT][NEUTRAL] Mhm did you need the invoice number?
[CUSTOMER][POSITIVE] Uh, that would be great, yeah.
[AGENT][NEUTRAL] OK, yeah, it's uh 637-639-2.
[CUSTOMER][NEUTRAL] And the number on the screen is the one they they gave for a call back.
[AGENT][NEUTRAL] The call back, yeah, the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, if you just give me one second to pull up the screen.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] If I could take
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, I'm ready for him whenever you are.
[AGENT][POSITIVE] OK, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yeah.