AccountId: 011433970860
ContactId: d841ac22-e096-4db4-8f18-942432246cb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339220 ms
Total Talk Time (AGENT): 187134 ms
Total Talk Time (CUSTOMER): 125701 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/d841ac22-e096-4db4-8f18-942432246cb2_20250325T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Um, I've got a group on the phone. Well, it's the group, but it's the broker on the line. And she said that [PII] was, she's trying to get a hold of Amber directly. Somehow she got sales and sales didn't know how to transfer. So I tried to transfer to Amber direct, but I can't get her on the phone. She said that [PII] was helping her with some invoices on the group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I didn't want to just tell her to call her back so I was trying to see if maybe somebody in the billing department can figure out what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's group number 2,672,850 eggs Restaurant concept, and I do verify the address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And like I said, she's with the broker's office. Her name's [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The callback number is the one on the do you see the number [PII].
[AGENT][POSITIVE] Yeah, I see it. Alrighty, I'm ready you can.
[CUSTOMER][NEUTRAL] OK. Yeah, that's the callback number um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're a lifesaver is all. Thank you, she goes.
[AGENT][POSITIVE] Uh, no problem, no problem. Go ahead and send her, OK.
[CUSTOMER][POSITIVE] All right have a good day, love. Thanks again bye bye.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] [PII] hi how are you?
[AGENT][NEUTRAL] [PII], I'm sorry. Uh, [PII], um, thank you. Um, let's see, um, I got your group information that you were calling about. Um, let me just make sure I have the right group pulled up. It is 50 eggs Restaurant Concepts LLC group 26728, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, and so I understand you were trying to get with Amber that you were working with her on the group. Um, it looks like she might be unavailable, um, but I'd be happy to help you with anything. Um, can you let me know a little bit what's going on so we can take a look?
[CUSTOMER][NEUTRAL] Yes, so I was speaking to her last week. This is in regarding a few invoices that they have um.
[CUSTOMER][NEUTRAL] They had apparently they had sent checks to I guess an old bank account that you guys that you guys had um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you guys have not received this, so they're constantly getting that they have an outstanding balance, but they had already sent the payments. Now, I did send all the check numbers and confirmations to Amber last week, so I was trying to follow up with her today to see if they were received.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] So let me see, I'm gonna go in and see it looks like the group, it looks like they're out they have their February and their March bill outstanding. Um, let me just go look and see if we have anything, if anything's come through yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I believe she, when we last spoke that she had put some notes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, I'm gonna take a look um do they have our updated address and banking information? I can get that over to you if I need to.
[CUSTOMER][POSITIVE] Yes, she did provide it to me and I did let them know moving forward to to use that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, great. Let me take a look here at the notes.
[AGENT][NEUTRAL] OK, yes, so it looks like um [PII]'s note said that those checks were sent to uh the [PII] address, which that's our old address so it doesn't look like they've come in yet. Let me double check and make sure I don't show them yet. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, um, we have not received them yet. Are they able to check and see if those payments have cleared?
[AGENT][NEUTRAL] Those checks.
[CUSTOMER][NEUTRAL] I can follow up with them on this.
[AGENT][NEUTRAL] OK, OK, um, yeah, if they can let us know if it's cleared, um, then, um, maybe we can do a little bit more research. I don't show that we've received them yet, um.
[AGENT][NEUTRAL] Since they were sent to our old address, it's
[AGENT][NEUTRAL] It's hard to tell what you know I don't know if they're gonna be, you know, forwarded to her or I'm not sure, you know, if they are, how long that would take, um, I would have them check and see if those checks have cleared um and in the meantime I'll also get with [PII], um, to see if she can follow up with you as well, um, but if you can.
[AGENT][NEUTRAL] Um, get them to check and, and see if it's cleared that'll kind of give us a little bit more information to go off of, um, and if they haven't cleared it may be that they need to reissue them maybe to our new address if that's possible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. So let me go ahead and follow up with them and see if this, if that is the case.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, um, and then absolutely no problem and I'll also get with [PII], um, and, and let her know as well and see if I can get her to reach back out to you guys as well, OK?
[CUSTOMER][POSITIVE] OK, thank you so much for all your help.
[CUSTOMER][POSITIVE] Perfect. I did go ahead and send her another email replying to her last email so if anything she can get back to me on that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, great. I'll let her know, um, to, to check for that email, OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] All right [PII], no problem. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][NEUTRAL] OK bye bye.