AccountId: 011433970860
ContactId: b3201f60-3870-414d-8a51-149e1404be55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 624219 ms
Total Talk Time (AGENT): 217038 ms
Total Talk Time (CUSTOMER): 291845 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/b3201f60-3870-414d-8a51-149e1404be55_20250619T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I received an email um saying that we have, uh, uh, the account past due, and I wanna check um if you haven't received the payment because I, I see here that we did make the payment.
[AGENT][NEUTRAL] OK, what's that group number?
[CUSTOMER][NEUTRAL] The group number is 17559.
[AGENT][NEUTRAL] All right, let me take a look real quick.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] All right, and yes ma'am, um, would you give me your physical address and phone number please?
[CUSTOMER][NEUTRAL] I handle the accounts.
[CUSTOMER][NEUTRAL] Sure. The phone number is area code [PII] and the physical address of the location is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do see all that. So let me take a look. OK, I do show two open invoices May and June. Let me see if we've got those payments on hand. Let's see.
[CUSTOMER][NEUTRAL] So the May was sent on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEGATIVE] [PII], so you should be received. I don't know why it hasn't gotten there. The check number is 33.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Oh is it check? OK, I was gonna ask you what form of payment.
[CUSTOMER][NEUTRAL] No, like I normally do it every month like that. It's the check number 37331.
[AGENT][NEUTRAL] OK, I do not see that we've received that check just yet.
[CUSTOMER][NEUTRAL] Yeah, um, I mean.
[AGENT][NEUTRAL] Let let me just look at one more place here.
[CUSTOMER][NEUTRAL] I always send it.
[AGENT][NEUTRAL] 175
[CUSTOMER][NEUTRAL] Let me tell you the address that it went from.
[AGENT][NEUTRAL] I'm so sorry you're, you're going in and out. What was that you said?
[CUSTOMER][NEUTRAL] Let me check the address. I mean, it's the same one that I've been sending it every.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Every month, but let me just double check if I'm American.
[AGENT][NEGATIVE] It should be the one that's on the invoice we it has changed, but it's been several several months since it's changed.
[CUSTOMER][NEUTRAL] Um, it went to [PII].
[CUSTOMER][NEUTRAL] [PII]? Is this [PII]?
[AGENT][NEGATIVE] Yes ma'am, that's gonna be the wrong address.
[AGENT][NEUTRAL] That's an old account that we changed over last year.
[CUSTOMER][POSITIVE] Oh great.
[AGENT][NEGATIVE] And that's quite possibly why we have not received it just yet.
[CUSTOMER][NEUTRAL] So, so it's being, but it does go over there, right, because I mean I've been paying it like that for the past 6 months.
[AGENT][NEUTRAL] Right, and it's been we've been trying to locate and contact every group we've sent out notifications letting it um you guys know that our bank has changed several months now um let me I'm gonna send you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I'm gonna go ahead and update this now so it doesn't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I'm gonna send you the flyer that has that information, oh let's see.
[CUSTOMER][NEUTRAL] So it doesn't keep happening. So it's
[CUSTOMER][NEUTRAL] Is it the [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then, OK.
[CUSTOMER][NEUTRAL] [PII] and a [PII] and then 731269071.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the PO box is [PII].
[CUSTOMER][NEUTRAL] OK, this is the one.
[AGENT][NEUTRAL] Alright, I apologize. It's his department, uh not the I apologize.
[CUSTOMER][NEUTRAL] No, the PO box
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] The PO box says
[CUSTOMER][NEUTRAL] The PO box says 269-071.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, well, let me update this in our system so it doesn't happen because I just sent the check for June as well, on [PII].
[AGENT][NEUTRAL] Oh dear. OK.
[CUSTOMER][NEUTRAL] So if they could please go and get them at that address because the two of them should be there already.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I can't guarantee that that's that's on the post office if they're forwarding the mail or not anymore, um.
[AGENT][NEUTRAL] It's, it's no longer our, our bank account is no longer kept there. So, um, it's uh it's in the post office hands at this point, but I can um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're a um
[CUSTOMER][NEUTRAL] Note that, can you note the, yeah, note the account.
[AGENT][NEUTRAL] Yes ma'am, so you are [PII], so that is one of the ones that I manage, so I will make a note on the account but also when I do, if it does come to us, I will um send you an email and let you know that we've received one or both.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes. Did you just send me an email? Like you say you handle the account, did you just
[AGENT][NEUTRAL] No ma'am, I was gonna send you a flyer with our address on there but you have it. I can still send that if you would like.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, it's OK. So, I received an email. This is why I called uh from [PII]
[CUSTOMER][NEUTRAL] Who is this person? Let me see the name. Customer care team asses.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] They were just letting you know that we have not received that um payment yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, so, um, I just forward them back an email stating that we had sent the check [PII], but let me, if you could send me the flyer and like that you, um, you said these are your accounts, so maybe you could follow up with me if, if it, if it doesn't arrive, so if not, I'm gonna have to, I don't know, void these checks or I don't know what to do.
[AGENT][NEUTRAL] Well, it might be safe just to do that. I can let you know if we receive them but I I don't know that I'd be able to keep up with whether or not I mean if we don't receive them.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so should I just follow up with?
[AGENT][NEUTRAL] But I can let you know if if we do get them.
[CUSTOMER][NEUTRAL] Yeah, because I mean to make a stop payment on the check, I have to call the bank and then they charge to make a stop payment, so it's like a whole process.
[AGENT][NEUTRAL] Right, yeah, that's that's why we were trying to let everyone know for months now that we have changed our bank account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Where did you send it to?
[AGENT][NEUTRAL] It would have been sent via email and by uh the [PII] Post Office we sent letters out, especially when we first uh made the change so that people would stop paying uh sending payments to that account.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So what what email do you have there on file?
[AGENT][NEUTRAL] I have accounts at uh I apologize, I'm not sure how to pronounce that in.
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] Yes ma'am, I didn't want to [PII], yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no worries. Uh, let me see, because I mean, I, I got this email today and I replied, you know, and this is why I'm calling, but I don't recall. I mean, I get so many emails that who knows.
[AGENT][POSITIVE] All right, I've got that. There we go.
[CUSTOMER][NEUTRAL] OK, so, um, if you could just note the account and let's pray that they do send it.
[CUSTOMER][NEUTRAL] I'll hold on to this until next week and then follow up next week to see.
[CUSTOMER][NEUTRAL] Most recent, your most recent invoices available. I mean, I got an email that says I don't see an easy access to your coverage is going.
[CUSTOMER][NEUTRAL] [PII], did you just send an email?
[AGENT][NEUTRAL] Yes ma'am, I just sent that.
[CUSTOMER][NEUTRAL] OK. Yeah, this one I got, but I don't see a letter stating that you got an email stating that it was address change.
[CUSTOMER][NEUTRAL] Alright, please send the address, OK.
[CUSTOMER][NEUTRAL] OK, this email I did get and then send mail is the PO box, which is the same one that's in the flyer, right?
[CUSTOMER][NEUTRAL] On the bill 269, just wanna make sure I get this right, so going forward.
[CUSTOMER][NEUTRAL] Standard mail is the [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm gonna go ahead and update this in our files right now and then um.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Because this account is, uh, one of the ones that I have to pay, split it into 3, so it's 3 checks that I have to void, so it's like.
[AGENT][POSITIVE] Oh dear. Yeah, I'm sorry to hear that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I'm making a note in the account right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which
[CUSTOMER][NEUTRAL] This is the life insurance one, right?
[AGENT][NEUTRAL] Alright, and you sent both the May and June to that address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The June just left on the [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So I've noted the account um if you received them back go ahead and send them to that new address um if I receive them I will let you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, we'll do, we could follow up uh next week.
[AGENT][POSITIVE] Yes, ma'am, sounds good.
[CUSTOMER][NEUTRAL] To, to see what happens. OK. OK, thank you. Uh, you have my direct number now, right?
[AGENT][POSITIVE] Yes ma'am. You have a great day.
[AGENT][NEUTRAL] OK, uh, is it the [PII]?
[CUSTOMER][NEUTRAL] And I'm
[CUSTOMER][NEUTRAL] Yes, and
[CUSTOMER][NEUTRAL] Yes, and I just replied back to your email so that you have my email as well.
[AGENT][POSITIVE] OK awesome.
[AGENT][NEUTRAL] If
[CUSTOMER][POSITIVE] OK, [PII], thank you so much.
[AGENT][POSITIVE] Yes ma'am thank you for
[AGENT][POSITIVE] I hope you have a great day.
[CUSTOMER][NEUTRAL] No, you too bye bye.
[AGENT][POSITIVE] Thanks bye bye.