AccountId: 011433970860
ContactId: cef60d45-0858-4643-a712-87990f7afdc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599179 ms
Total Talk Time (AGENT): 134469 ms
Total Talk Time (CUSTOMER): 229903 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/cef60d45-0858-4643-a712-87990f7afdc9_20250115T14:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, good morning. I'm just trying to figure out I'm on your portal is why I don't have my [PII] invoice that I can is up there yet.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you're trying to locate your generate invoice?
[CUSTOMER][NEUTRAL] Uh huh, and you usually I'll post it on the [PII] and today is the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can check and see what's going on. Um, may I have the group number?
[CUSTOMER][NEUTRAL] Sure it's 26,060.
[CUSTOMER][NEUTRAL] Oh, and you know what I believe it is? Hold on, no it was renewed in October. I was gonna say maybe it was renewed in January, but it's renewed in October.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] The last
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh my name is [PII], last name [PII], and I'm, my callback number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. What is the name and address of the group?
[CUSTOMER][NEUTRAL] Um, the name of the group is Fire and Safety Commodities.
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] OK perfect thank you. OK, let me check and see where is that invoice. Yeah, you're not in renewal so.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, um, do you mind holding for me? I'm just gonna try to locate that invoice, OK?
[CUSTOMER][NEUTRAL] Sure, mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is Mollet Billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing fine. So how are you? Thank you for asking.
[AGENT][NEUTRAL] I'm good thank you thank you um I have a group in the line that they're trying to locate the January um invoice but I cannot see it and it's not showing up on the OSC OK uh it's 26,060.
[CUSTOMER][POSITIVE] I can help him with that.
[CUSTOMER][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 26,060.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] No, I can help them with that. Did you verify everything?
[AGENT][NEUTRAL] I did verify all the information and she has a um extension number.
[AGENT][NEUTRAL] Well, she gave me a different number.
[CUSTOMER][NEUTRAL] OK, what is their phone number?
[AGENT][NEUTRAL] Yeah, just different.
[CUSTOMER][NEUTRAL] Who is it just I got on the phone first.
[AGENT][NEUTRAL] I got Ms. [PII]. OK, and her callback number she gave me was [PII].
[CUSTOMER][NEUTRAL] OK, one more time, darling, my ears aren't working this morning. [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you know what, looking into the system, I think the first digit is [PII]. I don't know why I heard [PII], it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, yeah, uh-huh
[AGENT][NEUTRAL] OK, and yeah, and I try to pull it up in the on base and it's not there and it's also not, um, she said it's not on the on on base or anything like that and I don't see this in renewal hold so I'm not really sure why we cannot see.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] And it's ya [PII].
[AGENT][NEUTRAL] Yes, we all, we all, mhm.
[CUSTOMER][POSITIVE] Alright, send her on and I can help her with that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right thank you have a good day.
[CUSTOMER][POSITIVE] You're welcome. You too, so. Uh-huh. Bye-bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII]. I got Ms. [PII] on the line. She's in the group billing department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] OK, you're welcome have a good day.
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. This is [PII] in group billing. I understand a good call back number for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and [PII] said that you are trying to get your January invoice, is that correct? Yeah, I, I mean I'm on your portal and and I think it usually comes around the first of the month.
[CUSTOMER][NEUTRAL] Uh, let's see what's going on with that. I'm not sure if it's on the [PII] or you know whatever, but it's just it's the [PII] already. That's OK, Ms. [PII] I can help you with that. Let me see what's going on with that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know exactly what's wrong with that. OK, what it is is we got y'all, uh, got your invoices where it's set up on bill in arrears, so you will get, we have not billed for that yet. We will bill around probably I think next week is when it's scheduled.
[CUSTOMER][NEUTRAL] So since you're since you're due in January. Yeah, right, no, but, but I mean I can't guarantee this, but um um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, premium, I get that, but.
[CUSTOMER][NEUTRAL] I would still get your premium uh and I'm OK with that. I just wanna make sure has that changed?
[CUSTOMER][NEUTRAL] I don't recall like my [PII] invoice says [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And we reconcile that. Right.
[CUSTOMER][NEUTRAL] So what it is is when we got you billed uh like I said we got you it's billing and arrears so your January invoice will bill with this um bill cycle.
[CUSTOMER][NEUTRAL] And you should get it like I said it's let me let me double check when we're.