AccountId: 011433970860
ContactId: ac6f08fe-e0c6-4644-a0b8-e8c24665fa82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391350 ms
Total Talk Time (AGENT): 98337 ms
Total Talk Time (CUSTOMER): 85735 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/ac6f08fe-e0c6-4644-a0b8-e8c24665fa82_20250225T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. I have group number 23524 on the line.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Grace Foods, and I have [PII] on the line.
[CUSTOMER][NEUTRAL] And she is calling, she said that they received a payment back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she was calling to make sure that the the January.
[CUSTOMER][NEUTRAL] Payment was made and I told her that I do see that the January and February payments have been received and the March is the only open invoice and she said she's not uh she has further questions regarding that payment back and.
[AGENT][NEUTRAL] OK, uh, yeah, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] All right, thank you for your hold just one moment, let me get her on the line. Thank you.
[CUSTOMER][POSITIVE] [PII], thank you for your patience. I have [PII] on the line. She's checking further on that for you, mhm, and she'll be able to assist you further, OK? Alright, thank you. Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing well. So I understand that you um got a notification that one of your uh payments was returned, um, but it's showing paid um in the portal, is that correct? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct. Yup.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Because we do have someone that handles um NS NSS so let me see if.
[AGENT][NEUTRAL] Maybe they have the.
[AGENT][NEUTRAL] Sorry, just give me one moment. Just let me see if I can get that NSF report pulled up and see if your group is on there.
[AGENT][NEUTRAL] Um, are you seeing a date, um, when it shows that it was, uh, returned?
[CUSTOMER][NEUTRAL] Yes, I think it was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][NEUTRAL] Oh sorry, that was [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so it looks like the person that handles the NFF NSS is out of the office today, um, the, they're supposed to come back on Thursday. So would it be OK if I have them, um, give you reach out to you once they get back into the office?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, sure, but can you also give me like their name and extension so if I call back, like if I don't hear from them Thursday, I can call on Friday and just like reach uh reach them directly.
[AGENT][NEUTRAL] Yeah, um, yeah, we don't have extensions, but, um, her name is [PII], and she's in the billing department. Yeah. So if you wanna, um, call back, um, if she doesn't reach out to you uh by like morning or something like that, um, if you wanna call and ask for [PII], um, in the billing department, they'll be able to get her on the line.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, sounds great thank you for thank you for checking.
[AGENT][POSITIVE] No problem. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] All right. Well, uh, it was a pleasure speaking with you and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye.