AccountId: 011433970860
ContactId: d30da18f-3e9f-4d35-8969-944e843054a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172910 ms
Total Talk Time (AGENT): 59688 ms
Total Talk Time (CUSTOMER): 98172 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/d30da18f-3e9f-4d35-8969-944e843054a6_20250430T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Resources. Can you look at a group with me?
[CUSTOMER][NEUTRAL] OK, the group number is 26865 for Decoscape LLC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they sent it, so they're they're asking, they sent an email over to us saying that they feel that this group should be paid current. Do you, what's the last payment that you show because they're saying that they think they should be paid current through April.
[AGENT][NEGATIVE] Um, it looks like they're billed, let's see, hold on a second, one more. Oh, I hate that it goes directly to ENPL2 sometimes.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Bill frequency 24, yeah, so they're billed 2 times a month, um, they've paid half of April's.
[AGENT][NEUTRAL] Um, the first one.
[CUSTOMER][NEUTRAL] Half of April, OK.
[AGENT][NEUTRAL] Oh let me look here for.
[CUSTOMER][NEUTRAL] So is that 28 I'm starting at 28207.
[AGENT][NEUTRAL] Yes, that was the last one they paid.
[CUSTOMER][NEUTRAL] Was paid up maybe on [PII]? OK, and so that was for part of April.
[AGENT][NEGATIVE] Correct, they're billed twice a month, so they paid the first part of April, but not the second part, the [PII] invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so they're paid through the middle. OK, so they're paid through like [PII] basically or the [PII] or whatever, so they're paid for the first part of April and so yeah, so they are paid through April. OK, that is what I needed. I will let her know because they send in like a deep mhm.
[AGENT][NEUTRAL] So right now they're, yeah, I'm so sorry to interrupt you. The total amount due right now is 249.85.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] 249 85249 85. OK.
[AGENT][NEUTRAL] Yeah, because the bill amount is off a little because they had two terms.
[CUSTOMER][NEUTRAL] OK, got you, got you. OK, well, I'll let them know that they're paid up and that the amount due is 249. 85, and do they normally like, do they pay the same time each month usually?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like they, well, they paid the last 123.
[AGENT][NEUTRAL] In the last two days, so.
[CUSTOMER][NEUTRAL] Last two days, OK, OK, well, let's, OK, that's because I know they made some payment payments on [PII], but those look like they're for earlier.
[CUSTOMER][NEUTRAL] Earlier month [PII] you made a payment for 265.96.
[AGENT][NEUTRAL] Well, it might not have got just got posted until today for that matter.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Yeah, that was March. Yeah, because that was March. It looks like she wrote March on here, so, OK, that's for March. That was for the both periods for March. OK, and then we just need the other half of April. OK, that is what I needed. Thank you so much for your help.
[AGENT][NEUTRAL] Yeah, that was more yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You as well. Bye-bye.