AccountId: 011433970860
ContactId: d5e68b6f-6880-4a98-9f57-26189aaa5bd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545869 ms
Total Talk Time (AGENT): 222522 ms
Total Talk Time (CUSTOMER): 116967 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/d5e68b6f-6880-4a98-9f57-26189aaa5bd0_20250127T22:08_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]. How you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I it's always wonderful, um, I've got Ms. [PII] on the line. Her group number is 25,040, and she is calling because it looks like they double paid an invoice.
[AGENT][NEUTRAL] 25,040 did you say for this?
[CUSTOMER][NEUTRAL] 25,040.
[AGENT][NEUTRAL] OK, 2504.
[CUSTOMER][NEUTRAL] I did verify all her information. Her callback number is the same one she's calling for and the one on file.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And I didn't think to even ask what invoice number it looks like was double paid I'm sorry.
[AGENT][NEUTRAL] No, it's OK. Um, let me make sure that everything pulled up.
[AGENT][NEUTRAL] 25,040.
[AGENT][NEUTRAL] OK, for responsive service and maintenance. All right, you go ahead and send her over.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect and I will introduce you when you when we join, is that OK?
[AGENT][NEUTRAL] Yeah, that's
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Hi Ms. [PII], are you still there with us? I am. Thank you for your patience. I have Ms. [PII] on the line she's with our billing department and she's gonna be able to help you look into those invoices, OK? Perfect, thank you so much. My pleasure you take care.
[AGENT][NEUTRAL] Hi [PII], this is in the billing department. So I understand that you, um, were they thought that you may, your group may have, um, paid an invoice twice.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what invoice, um, would, do you have the invoice number?
[CUSTOMER][NEUTRAL] Mhm it's uh 637-275-7.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And that's for.
[AGENT][NEUTRAL] Do you have the date that um and the method of payment um that it would have been for the 2nd?
[CUSTOMER][NEUTRAL] Check
[AGENT][NEUTRAL] To
[CUSTOMER][NEUTRAL] And the check date would have been [PII].
[AGENT][NEUTRAL] And that would have been the 2nd payment on this invoice?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the first payment, is that also a check?
[CUSTOMER][NEUTRAL] The first, yes, which was on [PII].
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] A minute.
[AGENT][NEUTRAL] Look into this a little bit.
[AGENT][NEUTRAL] All right, so [PII], you received it on [PII].
[AGENT][NEUTRAL] And that would have been for the October invoice.
[AGENT][NEUTRAL] And then the next payment that we have.
[AGENT][NEUTRAL] Um, if you send out.
[AGENT][NEUTRAL] The [PII] payment we would have received. Did you, do you know if um after the [PII] payment, when the next check was sent out that date?
[CUSTOMER][NEUTRAL] Yes, [PII] and then another one on [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, another check on [PII].
[AGENT][NEUTRAL] All right. So give me one second. I'm gonna look into this, OK? And I'm just, is it OK if I put you on a brief hold?
[CUSTOMER][POSITIVE] OK thanks
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello. Oh, hold on.
[AGENT][NEUTRAL] Hold on, sorry.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, yeah, sorry, I'm.
[AGENT][NEUTRAL] Yeah, whenever I turned the uh heat on, I noticed that there were some nets that came, but they're really the only.
[AGENT][NEUTRAL] In like the living room area, I'm not seeing any in my bedroom.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, they might have, uh, because I wonder if it because whenever I turn, I noticed it they they came out because like after I took all the trash and stuff out I didn't notice any for a while, but then whenever I, the first time I had to turn the heat on it when I noticed them and I noticed them like coming out of the vents so I don't know maybe.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And one of those or something, yeah.
[AGENT][POSITIVE] Like whenever I first started noticing them again, it's, they were like I noticed them like the most around the fence.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], are you still with me?
[CUSTOMER][NEUTRAL] I'm still here.
[AGENT][NEUTRAL] All right, sorry, I'm just uh looking into this because I uh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see, wanna match up these check dates.
[AGENT][POSITIVE] Correctly.
[AGENT][NEUTRAL] If it is um OK with, with you, would you want me to look into this and then send you an email or give you a call back by tomorrow in the morning? OK, OK, because I didn't want you to have to keep sitting on hold.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] So do you have, OK, do you.
[CUSTOMER][NEUTRAL] Do you have um the last check that we cut? I told you it was on [PII].
[AGENT][NEUTRAL] Uh, [PII]. Yeah, we did receive a check on [PII] that was applied to your December invoice, so yeah, that would have been that check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So there's 2 for November, so I want to see whenever you find both of those because they've cleared our accounts so I know you'll find them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So whenever you find them I need one of those payments applied to January.
[AGENT][NEUTRAL] Yeah, yeah, I'm gonna look into that and then um whichever one we find, I'll make sure that we get it resolved uh correctly, but I just wanna make sure that I take my time to look into it and make sure that everything's correct before I tell you something, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. Do you have a direct number in case I need to call you tomorrow or something?
[AGENT][NEUTRAL] Yeah, uh, my number is, give me one second.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I'll look forward to hearing from you by phone or email.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank thank you alright bye.
[AGENT][NEUTRAL] Mhm