AccountId: 011433970860
ContactId: cb9d288b-2b7c-41b7-99f5-03ad2fcb68a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 595390 ms
Total Talk Time (AGENT): 245765 ms
Total Talk Time (CUSTOMER): 199587 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/cb9d288b-2b7c-41b7-99f5-03ad2fcb68a1_20250224T15:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from Grace Kennedy Foods.
[CUSTOMER][NEUTRAL] Um, I was calling because I just want to confirm if you guys received a payment for our January invoice because in our bank I see it being returned, but on the portal I don't see it returned.
[AGENT][NEUTRAL] OK, I'm so sorry. What was your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] spell your name for me.
[CUSTOMER][NEUTRAL] I, yeah, sure. [PII]
[AGENT][NEUTRAL] Uh-huh, OK, [PII], thank you. And so you're the group administrator and you're calling to verify if a payment has been received by APO because you see where it was returned in one spot but not in the other.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Um, you can call me on my phone. It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the group number, please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, thank you. So give me a moment please Audio, to get the group's information pulled up and I will have to verify several things with you related to the group for security. So just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And so, if you could first please verify the group's address, I'm sorry, the group name again and address.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it's Grace Foods USA Inc [PII].
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK, thank you. And the primary contact for the group, please, [PII]?
[CUSTOMER][NEUTRAL] Um, I think it would be [PII].
[AGENT][NEUTRAL] No, we have someone different. Mhm.
[CUSTOMER][NEUTRAL] No. [PII].
[AGENT][NEUTRAL] OK. And what's the [PII]'s last name and email address? Sure.
[CUSTOMER][NEUTRAL] 1 2nd. Yeah, 1 2nd.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, OK. So her last name is [PII] and email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And what is the primary phone number that we should have on file for the group?
[CUSTOMER][NEUTRAL] Um, one second.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Thank you. And the last piece of information, what is your last name, [PII], and your email address, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. So email address is [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying all of your information. OK, so just a moment, please.
[AGENT][NEUTRAL] What is the invoice number [PII] that you're calling about?
[CUSTOMER][NEUTRAL] 637-746-5.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so it appears.
[AGENT][NEUTRAL] OK, from what I can see, it does look like it's been received, but what I'm going to do, [PII], is since you still see it as outstanding in the online service center, is that correct? Are you, is that where you show it paid?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sorry, what was that?
[CUSTOMER][NEUTRAL] Like on the portal it shows paid, right? But then in our bank, we have a return payment from APL.
[AGENT][NEUTRAL] OK, but
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, all right, so what I'm gonna do then is I'm gonna transfer you to someone in our in our billing division and I will let them know um what you're calling about. You should not have to re verify any information and they will be able to further assist you with that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect thank you.
[AGENT][NEUTRAL] OK. You're welcome. So is there anything else that I could help you with today though before I connect you?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK, well thank you so much then for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks, you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thanks for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm well. How about yourself?
[AGENT][NEUTRAL] I'm doing fine, thank you. So I have one of the authorized um contacts for a group on the line. It's group number 23524 Grace Foods USA Inc.
[CUSTOMER][NEUTRAL] I apologize. Would you give me that number one more time?
[AGENT][NEUTRAL] 23524.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what is it uh like do you drink?
[AGENT][NEUTRAL] OK, so the, um, the authorized user that's calling is [PII]. She is on the online service center. All the group's information has been verified, including her email, but she's calling because on invoice number 637.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 746 5.
[AGENT][NEUTRAL] She's saying that it's showing that the bank has returned the print like it didn't go through, but on the online service center it's showing as paid so she's needing to verify that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Oh dear, it's because it got submitted and processed and then it's been returned since and that's what it is.
[CUSTOMER][NEUTRAL] Uh, but I will, let me look on here real quick.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Which invoice was it love?
[AGENT][NEUTRAL] I'm sorry, what did
[CUSTOMER][NEUTRAL] February.
[CUSTOMER][NEUTRAL] Was it the February invoice?
[AGENT][NEUTRAL] 637-7465.
[AGENT][NEUTRAL] That's January according to what I can see.
[CUSTOMER][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, I think there's a place that I can check for that. Let me look real quick.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] NSF.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, that's not it.
[CUSTOMER][NEUTRAL] I'm gonna have to ask um [PII] if it's
[CUSTOMER][NEUTRAL] I thought there was a report though. I thought there was a spreadsheet.
[AGENT][NEUTRAL] We don't get me to telling tales.
[CUSTOMER][NEUTRAL] Oh, I could have sworn there was a spreadsheet that um.
[CUSTOMER][NEUTRAL] That [PII] keeps that has the NSFs on there. Let me see, I think she's out.
[CUSTOMER][NEUTRAL] Oh man, I think she's out this week. Let me look.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Calendar
[CUSTOMER][NEUTRAL] She is, oh man. OK, so let me ask [PII], uh, let's see here. I apologize I'm not a better help.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I can go ahead and give you her phone number too.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] He direct. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I used to live up there. I recognize the area code. First time in a long time for that area code.
[AGENT][NEUTRAL] Uh, how about that?
[AGENT][POSITIVE] Yes yes
[CUSTOMER][NEUTRAL] OK. Uh, OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And what was her uh
[CUSTOMER][NEGATIVE] You just gave it to me. Don't even, don't even look at me. Oh my gosh. OK.
[AGENT][NEUTRAL] Her name is [PII], and again, she is an authorized contact in the OSC. She's listed.
[CUSTOMER][NEUTRAL] OK, I'll tell you what, if you want to just go ahead and transfer her. I'm just gonna have to let her know I must give her a call back because.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have that information yet.
[AGENT][NEUTRAL] OK. All right. Well, she's, um, again, everything's fully verified. So are you ready to speak to her?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much and I hope you have a good day if I don't talk to you again, [PII].
[CUSTOMER][POSITIVE] Thanks, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.