AccountId: 011433970860
ContactId: acc01395-07ff-40e8-832a-5b49c29c480b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83510 ms
Total Talk Time (AGENT): 26849 ms
Total Talk Time (CUSTOMER): 59738 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/acc01395-07ff-40e8-832a-5b49c29c480b_20250402T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi um I was calling because I am the accounts payable clerk at our school and we have a group plan and um uh one of our employees deduction data entry was changed accidentally and we had an over um collection of her um.
[CUSTOMER][NEUTRAL] Payment and I'm trying to send in the bill but it there's a difference and I just wanna make sure that if I do I need to mark something on the bill that there was an overpayment because next month the adjustment will be made and it'll be an underpayment next month.
[CUSTOMER][NEUTRAL] So I needed to know if I needed how I could mark that on the bill so that you guys were aware.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, yeah, just um just make note on the invoice and um uh just put overpayment will.
[CUSTOMER][NEUTRAL] And then I'll put the amount and then we'll correct your April billing.
[AGENT][NEUTRAL] And yeah, and then, and then just make a note that we'll correct on next invoice and just make sure we get a copy of that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I will, I will definitely put a copy of both of those in there and I'll write a note and then it.
[CUSTOMER][NEUTRAL] I'll just if there is a problem I can call back and.
[CUSTOMER][NEUTRAL] Let you guys know like because you'll have record of our payments on our account if we need to look it up OK great I just wanted to double check if that was OK so I will do that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, yes ma'am. You're welcome, no problem.
[CUSTOMER][POSITIVE] Thank you bye.