AccountId: 011433970860
ContactId: b569857e-06df-4d89-a155-8a2d53f6df05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 741580 ms
Total Talk Time (AGENT): 120064 ms
Total Talk Time (CUSTOMER): 136860 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/b569857e-06df-4d89-a155-8a2d53f6df05_20250529T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, it's [PII] and the care team. I have a group admin on the phone calling about a, a check that they received.
[AGENT][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] All right, what's the group number?
[CUSTOMER][NEUTRAL] 16,460.
[AGENT][NEUTRAL] Alright, and who do we have on the line?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, verify their information.
[AGENT][NEUTRAL] OK, and the callback number is the one that's on the screen?
[CUSTOMER][NEUTRAL] Yes, and her extension is [PII].
[AGENT][NEUTRAL] OK, alright, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, thank you, ma'am. Have a great one.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes hi [PII].
[AGENT][NEUTRAL] Hi, I understand you are calling uh regarding a check that you received in the mail from us.
[CUSTOMER][NEUTRAL] for our first day.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. And uh what questions did you have about it?
[CUSTOMER][NEUTRAL] The check amount doesn't equal the amount that's on the um breakdown on the letter that you sent with it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What does the breakdown show?
[CUSTOMER][NEUTRAL] The total is 76882.
[AGENT][NEUTRAL] Let me pull this up and see.
[AGENT][NEUTRAL] 9 23 27.
[CUSTOMER][NEUTRAL] Hi. Hi. No, I'm, I'm on hold. It's OK.
[AGENT][NEUTRAL] 716.
[AGENT][NEUTRAL] N
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] She's a query.
[CUSTOMER][NEUTRAL] This person, this time they come, they're a couple.
[CUSTOMER][NEUTRAL] But it seems that one time, I don't know the first time, but she reckons she always pays 85. It says she only pays 65, she says she reckons they pay 85 every time they come cos 80 a
[CUSTOMER][NEUTRAL] Um, a couples.
[CUSTOMER][NEUTRAL] Let me log into [PII].
[AGENT][NEUTRAL] I'm just looking at this to see.
[CUSTOMER][NEUTRAL] What was the time period for that one?
[CUSTOMER][NEUTRAL] On the [PII].
[CUSTOMER][NEUTRAL] I'm sorry [PII], did you say something to me?
[AGENT][NEUTRAL] Oh, no, I'm sorry. I was just, I was saying, I'm looking at this to see what's going on because I've never seen this before, um, but I'm reaching out to the person who did the check um to see if maybe they know what may have happened or maybe an amount was added that's not listed on there.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] This is her history.
[CUSTOMER][NEGATIVE] So she's been playing so she hates.
[CUSTOMER][NEUTRAL] One second, let me see if I can get details.
[CUSTOMER][NEUTRAL] It's meant to be a 60 minute couples. It was registered by [PII], so you have to ask [PII].
[CUSTOMER][NEUTRAL] So show her this and ask her to look it up and because there's a couple of them, not just that.
[CUSTOMER][NEUTRAL] I don't, I can't say what happened, you know.
[CUSTOMER][NEUTRAL] But she's the one that entered it, so.
[CUSTOMER][NEGATIVE] I can only go by what the reports say. Well, we'll always retro pay it to you if they come. I'm not gonna make her pay. It's not it wasn't her fault. She got she paid what they told her to pay, didn't they.
[CUSTOMER][POSITIVE] I'm assuming so, but there might be more of the story. Hopefully [PII] can shed some light. You're welcome have a great day.
[AGENT][NEUTRAL] All right, she's uh taking a look at that right now.
[CUSTOMER][POSITIVE] OK cool.
[AGENT][NEUTRAL] Hey, I just wanted to make sure you still that you're still there and let you know that um she is typing her response right now so I should have an answer for you soon.
[CUSTOMER][POSITIVE] OK, I'm still here thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK [PII], um, she said that she'll need to look into it a little more and um get back to you. Um, is that OK? Would you prefer a call back or a follow up via email?
[CUSTOMER][NEUTRAL] Um, email would be better actually because there's a chance that I won't be in my office with a phone call.
[AGENT][NEUTRAL] OK, let me go ahead and confirm, um, is it [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. All right. I, um, she was, she's gonna look into that and we will get back to you via email, uh, once we figure out what went on. Um, but like it's likely that the amount is the amount on the check, but we just need to figure out why part of it didn't make it into the letter that was attached to it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] All right. No problem, [PII]. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][POSITIVE] You too thank you so much bye bye.