AccountId: 011433970860
ContactId: bc0f688c-820f-435b-9646-f99775317486
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435529 ms
Total Talk Time (AGENT): 224264 ms
Total Talk Time (CUSTOMER): 121779 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/bc0f688c-820f-435b-9646-f99775317486_20250131T18:06_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], how are you doing this afternoon?
[AGENT][NEUTRAL] I'm well how are you?
[CUSTOMER][NEUTRAL] On the morning this is I.
[CUSTOMER][NEUTRAL] APL I'm calling on group number 246.
[AGENT][NEUTRAL] You're kind of going in, in and out. I can barely hear you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] How about now, is that better?
[AGENT][NEUTRAL] Um, hold on, let me
[AGENT][NEUTRAL] One more time.
[CUSTOMER][NEUTRAL] Alright, how about now?
[AGENT][POSITIVE] Yes, that's perfect.
[CUSTOMER][NEGATIVE] Uh, my have must have hit my headset. It must have been flipped up sorry.
[AGENT][NEUTRAL] Are you OK?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm calling regarding group number 24,600.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should be Tony's welding fabrication.
[CUSTOMER][NEUTRAL] It's just starting to become a regular.
[AGENT][NEUTRAL] And what's going on with this one?
[CUSTOMER][NEUTRAL] I wanted to check. I, I went back and looked at my emails. I know that they got behind in November December, but I, I was told he was gonna pay it and he even sent me an email that he was sending it out.
[CUSTOMER][NEUTRAL] And I just went and checked because I see that.
[CUSTOMER][NEUTRAL] I want to make sure that January got paid and then I see that November December still outstanding.
[AGENT][NEUTRAL] OK, so you just want to make sure that they're that they are paid.
[CUSTOMER][NEGATIVE] Yeah, we're, yeah, what's not paid, I don't care. I mean, I, I'm showing that nothing's been paid since November.
[AGENT][NEUTRAL] Is that what we're doing?
[AGENT][NEUTRAL] OK, understood, let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, on my screen, which this screen isn't, it's not the Bible, so let's just remember that, but I'm not seeing anything since [PII], so let me see.
[AGENT][NEUTRAL] Let me look, um.
[AGENT][NEUTRAL] See active let's see what we got.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] I know we got it caught.
[AGENT][NEUTRAL] Well, we do have some, we do have some paid two dates of [PII] which would be accurate with what you said. I don't know. Again, that screen's not.
[AGENT][NEUTRAL] I might have to get you over to billing and they might be able to see a little bit more. Um, let me just make sure that they are on a
[AGENT][NEUTRAL] See what their renewal date is. Nope.
[CUSTOMER][NEUTRAL] I think they've got a [PII] renewal date.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah they're not in renewal um holds or anything um let me get you over to billing and maybe they can look at it just a little bit better than I can they have a.
[AGENT][NEUTRAL] Um, some different screens you're saying that November.
[AGENT][NEGATIVE] Should be paid up to.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then I'm uh.
[CUSTOMER][NEUTRAL] When I, when I go when I go into my broker portal it shows that November December are still due.
[AGENT][NEUTRAL] OK, and are you just wanting to make sure that that's true in terms of being paid up to?
[CUSTOMER][NEUTRAL] But I know.
[CUSTOMER][NEUTRAL] Well, I, I was told that he sent the November December in, so my, I'm assuming that my broker report could be behind but.
[AGENT][NEUTRAL] Mm, shouldn't be, but let me see, let me see if billing sees anything different. Maybe they have some funds and suspense, so give me just a second, I'm gonna put you on a brief hold, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Of course. And your name, and what was your first name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], right, give me just a second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII] and good billing. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] Webb and Broker Resources. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII] how are you?
[AGENT][NEUTRAL] I'm well. I have a broker on the phone and I'm wondering if you can give him a little bit more insight on um a potential billing issue. Um, his name is [PII], and he is the agent of record for group number 24,600. He's calling because um he's stating that.
[AGENT][NEUTRAL] He, he wants to make sure that the group is paid to date, but when I go into GRMAI, it's only showing me [PII], but there are some paid to dates of [PII], which is what he says that his OSC says. So I was wondering, I didn't know if you saw any money out there because the group is saying, or the group is telling [PII] that they've sent December and January and should be paid up till.
[AGENT][NEUTRAL] Now, of course.
[CUSTOMER][NEUTRAL] And you said you have who on the phone?
[AGENT][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] [PII]. He's the broker.
[CUSTOMER][NEUTRAL] And you've got a good callback number?
[AGENT][NEUTRAL] Yeah, um, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so he's wanting to know if the group is paid up since the group said that they were calling, um, that they had sent payment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] December and January, but I'm only seeing, he's only seeing November, up until November, and when I get in line on the GRMAI screen, I'm only seeing until [PII], which that's obviously not the Bible, but you know, I just didn't.
[AGENT][NEGATIVE] I just don't know what exactly to tell them that they're paid up to.
[CUSTOMER][NEUTRAL] OK, and that's [PII]'s welding and and fabrication?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I can help him with that. Let's see.
[AGENT][NEUTRAL] Do you want me to join you all, or do you want to look, you have, you wanna wait just a second.
[CUSTOMER][NEUTRAL] I mean, he, he's correct. It is they, they, they're there for November, December, January.
[AGENT][NEUTRAL] So he may have paid November, December.
[CUSTOMER][NEUTRAL] No, they have not.
[AGENT][NEUTRAL] They have not paid. OK, well, can I join y'all and you can um.
[AGENT][NEUTRAL] Tell him
[CUSTOMER][NEUTRAL] Sure
[AGENT][POSITIVE] All right, I'm gonna join you right now. Thanks a lot. I appreciate you.
[CUSTOMER][POSITIVE] You're so welcome. Thank you and you have a good day.
[AGENT][NEUTRAL] You do.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hey [PII], I have [PII] on the phone and she's in billing and she's gonna be able to help you from here, OK?
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you. Have a great day and thanks for calling APL.