AccountId: 011433970860
ContactId: abfe037b-0167-4751-a953-45d493abb62d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319350 ms
Total Talk Time (AGENT): 141178 ms
Total Talk Time (CUSTOMER): 156793 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/abfe037b-0167-4751-a953-45d493abb62d_20250520T12:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] in customer care. How are you this morning?
[AGENT][POSITIVE] I'm good, [PII]. How are you doing this morning?
[CUSTOMER][NEUTRAL] I'm good um I have a contact with a group and they're calling about an invoice that they paid for May but they got a notification yesterday that the payment was returned to them.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, so they're wanting to try and take care of that. I don't know if we can do anything in all honesty because it shows paid on our side, but I can give you that info.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, sure. What's the group number?
[CUSTOMER][NEUTRAL] So the group number is 26738.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we're speaking with um [PII], the group name is New Press of Miami.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I've got it. All right, I'll be glad to help you. Thank you, [PII].
[CUSTOMER][NEUTRAL] Yeah, not a problem. And then also I did want to let you know the number in there, the [PII] number, um, is incorrect. The callback is the one he's calling from it's at [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII]. OK, I'll, I'll fix that. Yes, I'll definitely fix that. Thank you so much, sir. I appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Here he comes. One moment. Yup.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Hey, my name is [PII]. I work in the great building department for APL. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing fine. How are you?
[AGENT][POSITIVE] I'm doing great, thank you for asking. I understand you've got something returned to you on a payment. Is that right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, what, what does it say it's for [PII]?
[CUSTOMER][NEUTRAL] Uh, the payment was for the, for the American Public Life, the gap insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In the amount of $885.55.
[CUSTOMER][NEUTRAL] I just opened up my bank account, uh, you know, my company's bank account and uh basically I see that it was returned to us. The thing is that I have positive pay and if I don't get the notification or oversight it or something, it comes back. So I just noticed it right now it was paid on the [PII], I think, and it just came back. So I already, you know, I already talked to the credit in our account, but I wanna make sure that you get the payment. So I wonder if I could make the payment right now with you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I, I don't have an open invoice that's showing that it's paid. What was returned? Was it a check?
[CUSTOMER][NEUTRAL] He has
[CUSTOMER][NEUTRAL] It was an ACH payment.
[AGENT][NEUTRAL] An ACH payment. OK, let me look at something and give me one moment. Let me hold on one moment for me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No worries.
[AGENT][POSITIVE] Thank you. We'll get it figured out. I just need to look at this.
[CUSTOMER][NEUTRAL] I mean maybe you don't see in your bank account yet but but it will come to you, trust me.
[AGENT][NEUTRAL] It will come to us, OK, um.
[AGENT][NEUTRAL] Yeah, we haven't received it yet, [PII], so there's not a way for me to um make the payment because I'm not able to do it if it's not an open invoice.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So we should be receiving it. I'll make a note that we talked and that you, when did you receive it yesterday and it's for the full amount for the 88555. Is that right?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Let's do this. Let me.
[AGENT][NEUTRAL] OK, and your callback number, I need to update it to [PII], correct?
[CUSTOMER][NEUTRAL] [PII] correct.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'll watch for it and I will give you a call. Would that be OK? Because I, like I said, I'm not able to make it.
[CUSTOMER][NEUTRAL] I mean, as long I mean the ball the ball is in your cart right now. If I don't hear from you I'll probably get a late fee. I won't be able to, you know, so I wanna make sure that that you're aware that.
[AGENT][NEUTRAL] No, it's not gonna be a late fee. It'll just, it'll just be a notice. OK. You're just gonna get a notice that it was returned and then you can pay it. Like I said, uh, we just haven't, we just haven't received it yet.
[CUSTOMER][NEUTRAL] Yeah, that's why I'm calling because I said, I said on my end.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] That's why I'm calling you because I saw it on my end, so it's gonna come to you.
[CUSTOMER][NEGATIVE] You know, it's gonna return.
[AGENT][NEUTRAL] OK, I'll make a note that you got that. Sure.
[CUSTOMER][NEUTRAL] So just, just let me.
[CUSTOMER][NEUTRAL] Uh huh, my extension, my extension is [PII].
[AGENT][NEUTRAL] [PII]. OK, I'm gonna make a note and I'm gonna watch for it, OK, [PII], and I'll make a note that you and I spoke today and we'll be expecting that to be returned, OK?
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So I won't be able to, uh, I won't be able to make a payment unless you see it on your end, right?
[AGENT][NEUTRAL] That's right, yes, sir. We have to have it returned first. That's correct.
[CUSTOMER][NEUTRAL] OK, no problem. So, uh, what was your name again?
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Alright [PII], thank you so much and you have a wonderful day.
[AGENT][POSITIVE] You too, [PII]. Thank you so much. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.