AccountId: 011433970860
ContactId: d00d7d4e-dc78-4cc7-aa6f-a2d649f8b866
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329529 ms
Total Talk Time (AGENT): 83000 ms
Total Talk Time (CUSTOMER): 98208 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/d00d7d4e-dc78-4cc7-aa6f-a2d649f8b866_20250508T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] calling from WE Schlegels Incorporated.
[CUSTOMER][NEUTRAL] So a while back we had got a letter that we had made a duplicate payment and not to pay.
[CUSTOMER][NEUTRAL] Uh, the month coming up, but then my husband didn't see the note and he paid it. Could you tell me if you are in a credit or could you help me with that?
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Absolutely yeah we could take a look at that and see what we can do regarding that payment um [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. um, then what was that group number please?
[CUSTOMER][NEUTRAL] Uh, group number, let's see, 26526.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was the name for this group?
[CUSTOMER][NEUTRAL] Um, it is under WE Schlegel.
[AGENT][NEUTRAL] Perfect. And then if you're able to [PII], can you verify the address for the business please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying all of that um do you have the uh invoice numbers uh for these payments?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I don't, so they sent me this letter and it would break down.
[AGENT][NEUTRAL] OK, that's OK. I, I imagine it's just the last two, right?
[CUSTOMER][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] This one is for January or I'm sorry, April.
[CUSTOMER][NEUTRAL] Invoice number 6388582 and we have not paid that yet and we're wondering if a credit balance shows yet.
[AGENT][NEUTRAL] Oh, I see. OK, alrighty, well [PII], if you would give me just a moment, I'm gonna put you on a brief hold and reach out to our billing department. I'll get right back with you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thanks so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][NEUTRAL] Doing good thank you. I've got a group admin on the line and she said that I guess uh they were told that they had overpaid uh a couple invoices back and not to make a payment for their next one and I guess someone mistakenly did pay that so on their new invoice she's wanting to see if there's some sort of credit um or what's going on with that.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] That is 26526.
[CUSTOMER][NEUTRAL] Alright and who am I speaking with?
[AGENT][NEUTRAL] We are speaking with [PII].
[CUSTOMER][NEUTRAL] OK, alright, uh, just let me get that pulled up really quickly so I can see.
[AGENT][NEUTRAL] Are you ready for her [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, uh, I was trying to see what's going on because I don't see where they've overpaid, but, um, you can.
[CUSTOMER][NEUTRAL] Go ahead and send her over, but we might have to have someone call her back.
[AGENT][POSITIVE] Do some research OK alright well I'll go ahead and send her to you. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Bye bye.