AccountId: 011433970860
ContactId: ae08f645-939c-487d-946f-f1be720035fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386489 ms
Total Talk Time (AGENT): 212599 ms
Total Talk Time (CUSTOMER): 123048 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ae08f645-939c-487d-946f-f1be720035fb_20250205T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with Lake Forest Charter School.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I have some questions on a bill that we received.
[CUSTOMER][NEUTRAL] Can you help me with that?
[AGENT][NEUTRAL] I can certainly try. Um, what is the group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 25595
[CUSTOMER][NEUTRAL] It's the Council for Quality Education doing business at Lake Forest Charter School.
[AGENT][NEUTRAL] I'm sorry, you say 2559. I'm sorry, I'm losing my voice. 25595.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is that a [PII] or [PII]?
[CUSTOMER][NEUTRAL] It's [PII], yes.
[AGENT][NEUTRAL] [PII]. OK, I do see you're one of our contacts. Real quick, Ms. [PII], can we verify just a little bit of information?
[AGENT][NEUTRAL] Um, just starting with the billing address and the phone number.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, [PII], and the phone number is [PII]. That's the main line.
[AGENT][NEUTRAL] Wonder because that's exactly what we have and now we do have um an email address. Do you know what that email address would be?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I'll give you mine if you happen to have it and if not I can give you the directors um mine is A [PII].
[AGENT][NEUTRAL] I think
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look and see. I do see something about notes, so let me see if it's in there.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I have a feeling that
[AGENT][NEUTRAL] Yeah, I was a lot of notes.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] And they go home and uh.
[CUSTOMER][NEUTRAL] I don't know if that's a good thing or yeah, I don't know if it's a good thing or a bad thing right there.
[AGENT][NEUTRAL] They're just automatic but a lot of them were just automatically added. What about the, OK, this is an invoice email. Do you have that?
[CUSTOMER][NEUTRAL] Uh, invoice email is oh you all send our invoices to invoices at [PII].
[AGENT][POSITIVE] Excellent, wonderful. OK, let's see if I can assist you. I'm not in billing, but I can start with, we can start with me and see if I can assist you. So what do you have for me?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, back in um in December we issued a check for invoice 6,377,800 and I know you received it.
[CUSTOMER][NEUTRAL] For 4,68072.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] I'm sorry, for 4000.
[CUSTOMER][NEUTRAL] $680.72.
[AGENT][NEUTRAL] OK, all right, thank you. What's the computing for some reason. All right, let's see. Now this may be where I need billing because I may not have the ability to see that screen, but this is the December bill invoice number 6,377,800 in the amount of $4680.72 correct?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, so Ms. [PII], do you mind if I go ahead and put you through to billing? I'd hate to waste any more of your time, so, OK, you are wonderful, thank you. You won't have to verify anything again. I will go and give them all the information. Alright, one moment please. You're welcome.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Not a problem. I'll hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. OK.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello Ms. [PII], this is [PII] in customer service. How are you dear?
[CUSTOMER][POSITIVE] Hey, I'm good. How about you?
[AGENT][POSITIVE] I am great. um, Mr. [PII], I, I have a bookkeeper on the phone who needs some billing assistance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is group number 25595.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The Council for Quality Education DBA Lake Forest.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Anything particular they're inquiring about?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I was gonna let you know it's [PII], you see her name there. It is [PII]. We verify the address, email, phone number. Uh, yes, she started asking about an in Dvo, a Dvo, help me. December.
[AGENT][NEUTRAL] December invoice number 6,377,800.
[AGENT][NEUTRAL] And she, I think it's, I believe her question was, did we receive the check in the amount of $4680.72?
[CUSTOMER][POSITIVE] OK, yeah, I can take her, yeah, we did, we did receive it.
[AGENT][NEUTRAL] Oh, you're also I believe that's how she asked me. I'm sorry, I was trying to get everything as much information as I, as I could.
[CUSTOMER][NEUTRAL] That's actually, that's um.
[CUSTOMER][NEUTRAL] No, no, no, it's fine. That invoice number you gave me is actually the January invoice, but we've received both of those payments.
[AGENT][POSITIVE] OK, wonderful. All right, so maybe I misunderstood, miss, and it is [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, cause I was calling her [PII].
[CUSTOMER][NEUTRAL] Well, that's what we do in the [PII].
[AGENT][POSITIVE] All right. Thank you so much, [PII]. Have a good day. Bye.
[CUSTOMER][POSITIVE] Thank you. You too.