AccountId: 011433970860
ContactId: c8bcad8a-eb28-4ed8-9eaf-4c8d444f40c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223880 ms
Total Talk Time (AGENT): 112212 ms
Total Talk Time (CUSTOMER): 76982 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c8bcad8a-eb28-4ed8-9eaf-4c8d444f40c0_20250127T22:05_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, um, this is [PII] and I'm with responsive Service and maintenance company, and it looks like that we, um, paid an invoice twice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, let's look at that, absolutely, um.
[CUSTOMER][NEUTRAL] Stuff
[CUSTOMER][NEUTRAL] You want my group number?
[AGENT][POSITIVE] I would love it, yes, please.
[CUSTOMER][NEUTRAL] 25,040.
[AGENT][POSITIVE] Perfect. Let me get that pulled up real quick and Miss [PII], while I'm pulling up that group, would you mind verifying, or not even verifying, but just providing me a great callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] [PII]. Wonderful. And I do see this policy right here. Um, if you could verify for me just the address and the email address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, do you want the physical or the or the mailing address?
[AGENT][NEUTRAL] You know, if you provide either one of them, it's gonna be enough for me.
[CUSTOMER][NEUTRAL] OK, uh, mailing address is [PII].
[AGENT][POSITIVE] Wonderful and then an email address?
[CUSTOMER][NEUTRAL] The email address, it could be one of several, but it's probably [PII].
[AGENT][NEUTRAL] I believe it's your email address, my friend.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then the phone number is the same one you gave me, so we don't need to verify that. The only other thing I need is your last name.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], perfect. Well, Ms. [PII], if you don't mind, I'm gonna put you on a brief hold and I'm gonna get you in touch with the billing department to see if they can help look at that invoice for you, uh, but you won't have to re-verify any of that information with them.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] My pleasure thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How you doing?
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][POSITIVE] Oh it's always wonderful. Um, I've got Ms. [PII] on the line. Her group number is 25,040, and she is calling because it looks like they double paid an invoice.
[CUSTOMER][NEUTRAL] 25,040 did you say?
[AGENT][NEUTRAL] 25,040.
[CUSTOMER][NEUTRAL] OK, 25,040.
[AGENT][NEUTRAL] I did verify all her information. Her callback number is the same one she's calling for and the one on file.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And I didn't think to even ask what invoice number it looks like was double paid I'm sorry.
[CUSTOMER][NEUTRAL] No, it's OK. Um, let me make sure that everything pulled up.
[CUSTOMER][NEUTRAL] OK OK yeah.
[CUSTOMER][NEUTRAL] OK. For responsive service and maintenance. All right, you can go ahead and send her over.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect and I will introduce you when you when we join, is that OK?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hi Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] Thank you for your patience. I have Ms. [PII] on the line. She's with our billing department and she's gonna be able to help you look into those invoices, OK?
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] My pleasure. You take care.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hi.