AccountId: 011433970860
ContactId: b958ab2d-1b98-477b-9b97-448ae25c2106
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262829 ms
Total Talk Time (AGENT): 109401 ms
Total Talk Time (CUSTOMER): 104733 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b958ab2d-1b98-477b-9b97-448ae25c2106_20250204T16:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is good billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Tri-State Cas Technologies. You left a message for me at [PII] that you guys received an ACH payment in January and you're not sure where to apply it.
[AGENT][POSITIVE] Yes. Thank you for calling me back. Um,
[CUSTOMER][NEUTRAL] Yep, it's the, I believe the main name under it is [PII].
[CUSTOMER][NEUTRAL] And we have subsidiaries.
[CUSTOMER][NEUTRAL] So there's 4 companies.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] That that payment went towards?
[AGENT][NEUTRAL] Hold on just a moment. Let me see. Do you have any group numbers?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Let's see there, let me look in my emails.
[CUSTOMER][NEUTRAL] I'm working from home today so I don't have the paper files in front of me. Let's let me.
[AGENT][POSITIVE] That's quite all right. That is quite all right, [PII]. I just appreciate you calling me back and we just wanted to get these funds applied, so.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Yes, I do. I should have on my card that I have somewhere.
[CUSTOMER][NEUTRAL] That I printed out the paper card that should have my group number on it, shouldn't it?
[AGENT][NEUTRAL] Yes, ma'am. It should.
[CUSTOMER][NEUTRAL] OK, I'm searching for it in my email now.
[AGENT][NEUTRAL] And too, [PII], um, if you've got a policy with us, I can do this, um.
[AGENT][NEUTRAL] I can search by your social.
[AGENT][NEUTRAL] And pull up your policy if that'll save you some.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Because I didn't find anything under [PII].
[CUSTOMER][NEUTRAL] OK. My social is uh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII], yes, [PII].
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] OK. All right, [PII], let's look and see what I have.
[AGENT][NEUTRAL] Well, it's thinking about it.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Me, let's see, worst case I can get my purse and uh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I have it.
[CUSTOMER][POSITIVE] Pull it out got it great.
[AGENT][NEUTRAL] Uh, I do. Your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] All right, [PII], thank you so much. That helps tremendously.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK, I've got them. Let's see invoice right here in my email.
[AGENT][NEUTRAL] OK, I got that.
[CUSTOMER][NEUTRAL] Let's Group number 26868.
[AGENT][NEUTRAL] 26868.
[CUSTOMER][NEUTRAL] Yeah, and the invoice that I paid was 637-8717.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] For $738.38.
[AGENT][NEUTRAL] I'm pulling everything up. I do apologize. You said the 637-871-7?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you so much. We will get that applied, [PII] and in the future if you can add the um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Group number
[AGENT][NEUTRAL] That 26868, so we can be able to.
[CUSTOMER][NEUTRAL] OK, and I'll
[CUSTOMER][NEUTRAL] I'll have the group number into the invoice number.
[AGENT][POSITIVE] OK, that'll be great. That'll be great. That, that way if I'm not here, somebody else will be able to find it.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you very much.
[AGENT][POSITIVE] All right, you're welcome, [PII], and thank you again for returning my call and um thank you for doing business with APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII]. Mm, bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.