AccountId: 011433970860
ContactId: baf4c95a-b3fd-41c7-a9c7-fbba84bd0b94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204149 ms
Total Talk Time (AGENT): 98974 ms
Total Talk Time (CUSTOMER): 86599 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/baf4c95a-b3fd-41c7-a9c7-fbba84bd0b94_20250224T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got Miss [PII] on the phone. Um, she's from group number 18735 Home Comfort Enterprises. I did verify her she is the contact person.
[AGENT][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] She is calling uh because she wants to make sure that we received her check even though she said it cleared the bank on the [PII] of the month for her and if there's anything outstanding that she owes, uh, she's a little spicy just to give you a heads up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you, [PII]. You're welcome. Bye-bye.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] All right, I understand that you uh were calling to see if you have any outstanding invoices and to make sure that we received your last payment, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. I'm showing that uh we did receive uh your January payment and that was submitted uh for processing on [PII]. And then I'm showing just your March invoice is due, and those just uh became available today.
[CUSTOMER][NEUTRAL] So I sent two payments in one was like $4000 and the other one was $900 and something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you have received both of them correct?
[AGENT][NEUTRAL] Yeah, we have 580278 as a total.
[CUSTOMER][NEUTRAL] So those, that's 2 months' worth of billing.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] Yeah, that's too much worth of billing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But y'all have the checks so we're good.
[AGENT][NEUTRAL] Yeah it's already been submitted yeah.
[CUSTOMER][NEUTRAL] Because I got, yeah, I mean I got an email from your billing department telling me I was overdue on the [PII] and I'm like well that's interesting because the check's cleared.
[AGENT][NEUTRAL] Oh, it's because the um those auto generate on usually like around the [PII] of every month so it looks like this got submitted on the [PII] so that's why that went out.
[CUSTOMER][NEUTRAL] No, the date of this is on the [PII] is on the [PII], so it was after y'all received payment. That's why I went through my bank to make sure that it had all cleared.
[CUSTOMER][NEUTRAL] And it had cleared, so I just wanted to make sure that it was on our account.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, yeah, I'm showing it was submitted on the [PII] and we do have, um, like, uh, a lot of new people that are training and they were doing the overdue letters, so they may have just not known to check uh the pending status before they sent it because typically we do make sure that we don't have a pending payment or payment in-house before we send it, but this was literally their last week was their first week, I think, so that may have just been an oversight on that part.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, well, I appreciate your time.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. Well, it's a pleasure assisting you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, bye bye.