AccountId: 011433970860
ContactId: aab49287-3b1f-4d61-95f9-38c965efb4fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338250 ms
Total Talk Time (AGENT): 124017 ms
Total Talk Time (CUSTOMER): 137186 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/aab49287-3b1f-4d61-95f9-38c965efb4fa_20250303T18:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm with Paul Davis Restoration, and I just um added our banking information to your website.
[CUSTOMER][NEUTRAL] Um, does that mean that you'll be, um, deducting it automatically, or what do I have to do to set that up?
[AGENT][NEUTRAL] Are you a group?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So we don't have um like automatic payments for groups yet. You can send the remittance, but it wouldn't be like automatic. You would still have to do it monthly.
[CUSTOMER][NEUTRAL] And I, I, I didn't, OK, OK, but OK, at least that's done. So then the other thing is I never, I every month I receive an email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, with the invoice, but I never got one this month.
[CUSTOMER][POSITIVE] So I I did finally today.
[AGENT][NEUTRAL] Oh, you didn't get your invoice email this month?
[CUSTOMER][NEUTRAL] No, and so I don't know what happened, so I don't know if I have to go in and change the setting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, well, let me look at it for you. I can definitely check. Um, [PII], may I have a good contact number in case we're disconnected and your group number?
[CUSTOMER][NEUTRAL] Oh boy, I have to look for the group number. Oh wait, it's on here, it's on the bill, yeah, so the contact number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[CUSTOMER][NEUTRAL] And the group number is 222.
[CUSTOMER][NEUTRAL] 72
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And what is the name of the group?
[CUSTOMER][NEUTRAL] Uh, oh, Southeast Charters Construction Inc. DBA Paul [PII] Restoration.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And these
[CUSTOMER][NEUTRAL] The Southeast is spelled out S O U T H E A S T.
[CUSTOMER][NEUTRAL] Southeast.
[AGENT][NEUTRAL] Wait, so did y'all maybe
[AGENT][NEUTRAL] Hold on, let me check the group first. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah, nothing, nothing has changed. Nothing has changed.
[AGENT][NEUTRAL] No, I'm just saying because it's paid in full, so I'm like, did y'all make it when you make January or because this is paid in full for February.
[CUSTOMER][NEUTRAL] I know because I just, it is, but I have the one for March and I normally this one says payment due date [PII] and that's in less than two weeks and I normally get an email but I haven't gotten an email since January, so I never got one in February to pay March.
[AGENT][NEUTRAL] And the only email.
[CUSTOMER][NEUTRAL] I got the I got the paper, yeah.
[AGENT][NEUTRAL] Oh, I see what happened. My computer just switched. OK, because it was a different group, but I'm like, wait, where? OK. So [PII], I'm in the right place now, so I'm like, I didn't see your name there or anything. That's why I was like, hold on. So now I see, I'm sorry, it just glitched. But um can you verify the group um address, phone number and your email address?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh my God, OK.
[CUSTOMER][NEGATIVE] OK. Don't be sorry. No, don't be sorry.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And you said you wanted my my name or the email is [PII].
[AGENT][NEUTRAL] Email.
[AGENT][NEUTRAL] OK, that's the the email we have. Um, let me see, so you, so you didn't get the email for, uh, well, to let you know to pay March, OK.
[CUSTOMER][NEUTRAL] The March payment, yeah.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Let me see if there's something going on.
[AGENT][NEUTRAL] Yeah, I don't see any notes here as to why it wouldn't.
[AGENT][NEUTRAL] And that's the email. I just want to make like, you know, see if there was an issue or something.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because the, the email you gave is what we have here.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Let me see if one went out.
[CUSTOMER][NEUTRAL] I don't know. I don't know what happened. Well, I'll I'll just pay it off of the the hard copy and hopefully it won't happen again next month. If it does, I'll just give you a call back. I don't know.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Noted in here so that we have, you know, just a paper trail that something weird happened this month.
[CUSTOMER][NEGATIVE] Yeah, something must have just glitched.
[CUSTOMER][NEGATIVE] Glitched out.
[AGENT][NEUTRAL] Yeah, cause if it did like it just did me then.
[CUSTOMER][NEUTRAL] There you go.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Now we know what happened.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] That's exactly what happened now. Next month it'll be fine. It's gonna pop up there like this did.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] All right, [PII], was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you've been great. You have a great week. Thank you so much.
[AGENT][POSITIVE] Alright, you too. Well, thanks for calling APL.
[CUSTOMER][POSITIVE] OK. Thanks. Bye.
[AGENT][NEUTRAL] Bye bye.