AccountId: 011433970860
ContactId: cfa2aa67-74d2-4195-9237-e113f10906a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270630 ms
Total Talk Time (AGENT): 82911 ms
Total Talk Time (CUSTOMER): 110655 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/cfa2aa67-74d2-4195-9237-e113f10906a4_20250623T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] and I'm calling from Melrose Municipal Schools. um, we have a
[CUSTOMER][NEUTRAL] A group billing that we do for our employees and we pay on a monthly basis. I received an email from you guys that we have an outstanding balance from an April invoice and but in my records show that we're paid in full so I just wanted to check on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, what's your card number please, [PII]?
[CUSTOMER][NEUTRAL] Um, sorry, what was our, I didn't hear what you said.
[AGENT][NEUTRAL] I'm sorry. OK. Can you please give me the, yes, ma'am. What's the group number?
[CUSTOMER][NEUTRAL] Our group number?
[CUSTOMER][NEUTRAL] 0 13759.
[AGENT][NEUTRAL] I said
[AGENT][NEUTRAL] OK, Neil Rosem physical schools, can you verify the address for me?
[CUSTOMER][NEUTRAL] Um, do you guys have the [PII]?
[AGENT][POSITIVE] Yes ma'am, we do actually. What is your callback number, [PII], just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's [PII] and I'm at [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]. OK. Thank you, [PII]. OK, so you received an email about the April invoice being overdue, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me look at that. Give me just a moment.
[AGENT][NEUTRAL] OK. Has that check cleared, [PII]?
[CUSTOMER][NEUTRAL] Yes, is all the checks have cleared, so I, I spoke with somebody last month about this situation as well, um.
[AGENT][NEUTRAL] You have? OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Because there was an overage for January, February, and March because one of our employees had dropped coverage, um, and we had, we bill a month in advance and and there had been some changes to our employees deductions and so I didn't catch it until the April billing and so um that is why the payment for that check was $534.98 which was less than our billing amount of.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] $575.40 because for the January, February and March there had been overpayments made so that's where the difference was.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK, I see what you're saying. I do see where they let me look at something. Just give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh, bear with me. I apologize. My computer wants to be slow this morning. I'm sorry. Thank you for your patience.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that was March
[AGENT][NEUTRAL] What was that check number, [PII]? Do you have that check number?
[AGENT][NEUTRAL] April.
[CUSTOMER][NEUTRAL] Um, for the month of April.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, so it's 387-76 and then there's another check for number.
[CUSTOMER][NEUTRAL] 38709.
[AGENT][NEUTRAL] I was that one.
[AGENT][NEUTRAL] 38709. OK.
[AGENT][NEUTRAL] Not seeing those
[AGENT][NEUTRAL] [PII], do you mind if I get someone to help me look at this and I give you a call back? Would that be OK? I just want to make sure that I'm getting the right information because I'm not seeing it and I, I don't want to tell you the wrong information. Um, yeah, look, if you don't mind, please let me do that and I'll give you a call back shortly. OK, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][POSITIVE] OK, yeah thanks.
[AGENT][POSITIVE] All right. Thank you so much. I appreciate it.
[CUSTOMER][NEUTRAL] Yep yep bye.
[AGENT][NEUTRAL] OK, bye.