AccountId: 011433970860
ContactId: c3d27516-3881-4176-939a-79b323a8a03f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431390 ms
Total Talk Time (AGENT): 119753 ms
Total Talk Time (CUSTOMER): 93440 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/c3d27516-3881-4176-939a-79b323a8a03f_20250328T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, sir. I was calling because I actually had canceled um
[CUSTOMER][NEUTRAL] The service for our group, but we continue to receive invoices.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's take a look. What was the group number?
[CUSTOMER][NEUTRAL] It is 80076.
[AGENT][NEUTRAL] Let me pull that up and then if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] And uh you can reach me at [PII].
[AGENT][POSITIVE] Thank you, [PII], I appreciate it.
[AGENT][NEUTRAL] OK. And then if you could verify with me the group name.
[CUSTOMER][NEUTRAL] Everglades Environmental Care.
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] The last, do you have an invoice number for the last one that you received by chance?
[CUSTOMER][NEUTRAL] Yes, 000.
[CUSTOMER][NEUTRAL] 638.
[CUSTOMER][NEUTRAL] 6385.
[AGENT][NEUTRAL] OK. And does it have a date on it?
[CUSTOMER][NEUTRAL] The [PII]?
[AGENT][NEUTRAL] I don't even see that because I do see the note in here that the group was terminated effective [PII].
[AGENT][NEUTRAL] Um, let me, let me get somebody on the line and billing [PII] and see what's going on. I may have to transfer you over to them. Do you mind if I place you on a brief hold?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, no, that's fine.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I should not under.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright, let's just call billing.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEGATIVE] Good I have a contact with a group on the line and she's inquiring on an invoice the group canceled effective March and she says that they're still getting invoices.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] It's 80076 for Everglades Environmental Care.
[AGENT][NEGATIVE] She gave me the invoice number, but I couldn't find it.
[CUSTOMER][NEUTRAL] It looks like.
[CUSTOMER][NEUTRAL] It looks like we got the termination notice notification after we had already billed for March so they can just simply disregard the March invoice unless let me look unless.
[CUSTOMER][NEUTRAL] We billed for April as well. Let me look.
[CUSTOMER][NEUTRAL] What's the invoice number?
[AGENT][NEUTRAL] The invoice number she gave me was 6386385.
[CUSTOMER][NEGATIVE] Yeah, it, well I don't know why it took a whole month to get that.
[CUSTOMER][NEUTRAL] Termination done but they can disregard both the April, the March and the April invoices that the group has been terminated um and it just was terminated after.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] The invoices generated so they're they're fine they're good they can just disregard them and throw them away.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for that. I appreciate you.
[CUSTOMER][NEUTRAL] You're welcome, [PII].
[AGENT][POSITIVE] Have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you so much for your patience on that Eva. So I did speak to a rep over in billing, and she did say that it looks like the termination just came in after the billing was done, so you can disregard the bill. You won't be receiving any other invoices.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] All right. Sorry for the confusion on that. Did you need me to check anything else for you today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] You're welcome. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.