AccountId: 011433970860
ContactId: ca3119af-5df0-4292-ab03-1b7cf0b305e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433980 ms
Total Talk Time (AGENT): 160553 ms
Total Talk Time (CUSTOMER): 273549 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ca3119af-5df0-4292-ab03-1b7cf0b305e6_20250624T20:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. This is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Did you say robbing?
[AGENT][NEUTRAL] Yes, ma'am, I did.
[CUSTOMER][NEUTRAL] OK, [PII], my name is [PII]. I uh work for Tensas Parish School Board in [PII], and I am the payroll clerk.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] OK, and I sent the payment for May, but the payment was returned it it says the address uh no longer exists.
[AGENT][NEUTRAL] OK, yes, ma'am, we do have a new address. Let me just verify your information, [PII]. Do you have your group number you can give me, please?
[CUSTOMER][NEUTRAL] 0597.
[AGENT][POSITIVE] Thank you, ma'am
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And this was the Parish School Board, correct, Ms. [PII]?
[AGENT][NEUTRAL] And can
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Thank you. And can you verify the address and give me your callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Address is [PII] zip is [PII].
[AGENT][POSITIVE] Thank you ma'am and what's your call back number?
[CUSTOMER][NEUTRAL] [PII] extension.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Thank you, [PII], for verifying the information. Yes, we did get a new remittance address. I can give you, I can email that to you if you'd like for me to, so you can have it. Oh, can you verify your email for me?
[CUSTOMER][NEUTRAL] Uh, please, please, please do email it to me because I'm getting ready to pay the bill and I need to have that that address so I can send this check. I'm gonna send this check back because this check is not old. I'm not gonna create another check. I'm just gonna do another, uh, do the check for June and put it in with the check for June.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That will be fine. I'll note that you and I talked today and that you're gonna be sending it with June's payment as well. Can you verify your email for me?
[CUSTOMER][NEUTRAL] Yes, cause I've been trying to um reach out. My email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. That is what we have. And you were saying, I didn't mean to interrupt you. What were you going to say to me, Ms. [PII]?
[CUSTOMER][NEGATIVE] Uh, I'm sorry, but, uh, I have been calling the Clinton agency and I, I can never get in contact with them and uh they're the ones that were saying that the bill was late, but they never answered their phone.
[AGENT][NEUTRAL] Is it OK?
[AGENT][POSITIVE] Goodness.
[AGENT][NEUTRAL] Oh, goodness. OK. Well, I'm gonna, I'm gonna send you this email right now. I want you to let me know if you get it, OK?
[AGENT][NEUTRAL] And that way you'll have
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That way you won't have
[CUSTOMER][NEUTRAL] And I'll have my business manager put it in the system.
[AGENT][NEUTRAL] Sure, absolutely. OK, I've just sent it to you, [PII], so give it just a few moments and you should be receiving it. It's gonna be coming from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Ms. [PII], guess what? I have it and.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Uh, let me see, make sure that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's gonna be that standard mail. Do you see that the [PII] [PII].
[CUSTOMER][NEUTRAL] OK, I see it. I see it. I got it.
[AGENT][NEUTRAL] OK, well.
[CUSTOMER][POSITIVE] Yes ma'am, I have it.
[AGENT][NEUTRAL] OK, Ms. [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Thank, thank you. That's all I needed to make sure I get that new address and get it put. Let me see.
[CUSTOMER][NEUTRAL] Yeah, no, that's not, wait a minute.
[AGENT][POSITIVE] You got it. OK.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] This is the same address that I that I have.
[AGENT][NEUTRAL] OK, now our only thing was.
[CUSTOMER][NEUTRAL] I have that address.
[AGENT][NEUTRAL] OK. Our old one was a [PII], uh, address. So did you send it to the team?
[CUSTOMER][NEUTRAL] No, I actually did, I actually.
[AGENT][NEUTRAL] 7 words
[CUSTOMER][NEUTRAL] No, ma'am, I, I actually have the [PII] and it came back it says return to sender not deliverable as address unable to forward.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is our address, um.
[AGENT][NEUTRAL] I'm a little on that because that is our new address.
[CUSTOMER][NEUTRAL] This is the same address that I've been using ever since [PII].
[CUSTOMER][NEUTRAL] This address has not changed. This, as a matter of fact, that is, hold on, hold on just one moment, let me check one more thing.
[AGENT][NEUTRAL] Well, we need to
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK, I think uh do do do do do, nope, because on my check it says department.
[CUSTOMER][NEUTRAL] 1613 and has
[CUSTOMER][NEUTRAL] You know what?
[AGENT][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] Uh, I bet, I bet, I know, I, I, I see exactly what's going on.
[AGENT][NEUTRAL] You figure it out, it's OK, we'll.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Well, now this check says it goes to [PII].
[AGENT][NEUTRAL] What's going on?
[AGENT][NEUTRAL] It does not. That's our old one. That is our old address.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] That's your old one. OK, can you cash this check that says [PII]?
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] If you mail it to the [PII] [PII], yes ma'am, we can.
[CUSTOMER][NEUTRAL] If I mail it to the [PII] address?
[AGENT][POSITIVE] Yes, ma'am, you can.
[CUSTOMER][NEUTRAL] OK, alright, so I'll mail it to that address, uh, that's what then happened and when we put them in when I put that check in that mail, they saw the [PII] address and they sent it back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yeah, that's what it was. As long as you send it to that email um address I just emailed him, that'll be fine. That will be fine as long as long as to that.
[CUSTOMER][NEUTRAL] Uh-huh, so I, I got the address.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][POSITIVE] OK, yeah, I'll just leave this check as it is, but I will alert my uh business manager and tell her to go in. I think I can do it. I'm gonna try to go in and do it myself because I think I can and I can go ahead and update it myself so that that way I won't have no problems.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I'll make sure I put this this address in there I'll change that [PII] address but just know that the May payment, the check is made out to the [PII] address and the June payment is gonna be made out to the new address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got that noted right now is just as we are speaking I'm gonna get your account with [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you. I appreciate you so much, have a wonderful rest of your day.
[AGENT][POSITIVE] All right. You're welcome. Yes, ma'am. You have a good.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you very much. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.