AccountId: 011433970860
ContactId: dd2a463d-af5e-4c7e-b6c9-b8372ddbbbdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1104500 ms
Total Talk Time (AGENT): 317277 ms
Total Talk Time (CUSTOMER): 240774 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/dd2a463d-af5e-4c7e-b6c9-b8372ddbbbdb_20250317T19:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Mole billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] with Bank of the Credito. Thank you for taking my call today. Um, I was wondering if you could transfer me to [PII] from billing because we were on the phone. She was helping me and the phone call disconnects.
[CUSTOMER][POSITIVE] That way I don't have to like go over everything one more time.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK, if you hold on just one moment, let me see if I can't transfer you and you said your name is who?
[CUSTOMER][NEUTRAL] [PII] with Banco dereo.
[AGENT][NEUTRAL] OK. OK, [PII] and um let me get your callback number just in case we get disconnected with me trying to transfer you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, [PII]. OK. And if you don't mind holding just a moment, let me see. Let me get her.
[AGENT][NEUTRAL] I do apologize. Let me see.
[AGENT][NEUTRAL] Let me get her number real quick.
[AGENT][NEUTRAL] So I can transfer you. OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I do apologize, one moment. Uh.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] It looks like she is on the phone, [PII], and I do apologize. Um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Is there something that I might be able to help you with?
[CUSTOMER][NEUTRAL] I think it needs to be someone on the billing department, but I can explain to you in case that you would be able to help.
[AGENT][NEUTRAL] I'm in the billing department.
[CUSTOMER][NEUTRAL] OK, perfect. So what happened is one of our our employee, [PII], I can give you his number, his policy number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Put that on here.
[CUSTOMER][NEUTRAL] It's 25 64 523.
[AGENT][NEUTRAL] 2564, 523.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on just a moment, let me pull that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me know when you have it.
[AGENT][NEUTRAL] And what's the name of that group?
[CUSTOMER][NEUTRAL] So, my group number is 25. Let me look that up one more time.
[CUSTOMER][NEUTRAL] My group number is 25962.
[AGENT][NEUTRAL] 25 96 2.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], and what is your um
[AGENT][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] My email address is in it, is my email address or the primary account for the address?
[AGENT][NEUTRAL] Uh, yours would be fine.
[CUSTOMER][NEUTRAL] OK, mine is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The the size.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for verifying that.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] OK, so you are calling on
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So the issue that we are having with him, he was initially um affiliated in our group bill. He was appearing in our group bill, but he is, he wasn't supposed to be there, he was supposed to be in another group. So that error was corrected already and he was moved to the other billing group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But we haven't received the credits for the month of December and January.
[CUSTOMER][NEUTRAL] So that was the issue that I need help with.
[AGENT][NEUTRAL] OK. So you're saying that you need a credit?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] For December and January because he was appearing in our bill.
[CUSTOMER][NEGATIVE] But he was supposed to be in other company deals. He was already moved to the other group, the 25969, but we didn't receive the credit for the previous month that he was charged to us.
[AGENT][NEUTRAL] OK. I do see that he was moved.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I see he's paid current with the groups.
[AGENT][NEUTRAL] So, let me see.
[AGENT][NEUTRAL] I'm looking and I do apologize. Just give me a moment. Let me see.
[CUSTOMER][MIXED] No, no, it's OK. Take your time. I know it's a confusing situation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright.
[AGENT][NEGATIVE] Nothing wants to move right now.
[AGENT][NEGATIVE] Oh, I said it's not wanting to move for me right now.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] it's not that.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] I'm reading my notes to see what's going on. I mean, see if it has.
[AGENT][NEGATIVE] Cause I'm not at this from what I'm looking at, just at a glance, I'm not seeing a refund is due.
[AGENT][NEUTRAL] But,
[AGENT][NEUTRAL] OK, just
[AGENT][POSITIVE] But I would probably have to research this more.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm still here. I'm, I'm, I'm looking like I said, we, we, I may have to research this more so he was paying and, and I understand that you're, you're saying he was paying on 259-62 and he should have been on 26 I mean 25969.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] The other group? OK.
[CUSTOMER][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And he changed in
[AGENT][NEUTRAL] December. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, we got charged for him in December.
[CUSTOMER][NEUTRAL] And in January.
[CUSTOMER][NEUTRAL] After that, he was moved to the other group.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, basically, what I'm gonna do is I'm gonna research this some more and um get this and and and call you back.
[AGENT][NEUTRAL] Is that OK?
[CUSTOMER][NEUTRAL] That's OK. When can I expect to receive a call back?
[AGENT][NEUTRAL] As soon as I find out what, what's going on with this, I mean, cause I'm showing that he's paid current.
[AGENT][NEUTRAL] And, and I do see like you said that he did pay on.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] December and January on the uh on the the wrong group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] OK. And we didn't bill him.
[AGENT][NEUTRAL] On the other group at all until.
[AGENT][NEUTRAL] So that's gonna put him behind.
[AGENT][NEGATIVE] If I refund it.
[AGENT][NEUTRAL] So we'll have to collect it from the other group, is that what you're saying?
[CUSTOMER][NEUTRAL] I don't know if that's been collected or not for the other group. I don't have that information. I just know that we haven't been credited for those credits.
[AGENT][NEUTRAL] OK, so no, he has not been billed for those two months.
[AGENT][NEUTRAL] On their invoice so.
[AGENT][NEUTRAL] OK. Um, it shouldn't be no later than tomorrow morning.
[AGENT][NEUTRAL] Before I have your answer on that. I'm gonna look at this and, and work on this and hopefully it should be no later than this. I'll try to get back to you this afternoon, but it shouldn't be any later than tomorrow morning.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] OK. Do you mind sending me an email instead because I normally don't reply to my phone calls and I'm concerned that I will miss it.
[CUSTOMER][NEUTRAL] But if you can send me like an email, I think that would be better.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Whenever, uh, at that email address that you gave me.
[AGENT][NEUTRAL] So once I find out, I can let you know. Yes, ma'am. I'll, I'll email you and let you know something.
[CUSTOMER][NEUTRAL] Yeah, the.
[AGENT][NEUTRAL] If that's better. OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, sure. Thank you.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all that I need. 01 more question, sorry. The bill for April is not out yet, right?
[AGENT][NEUTRAL] No, ma'am, it's not.
[CUSTOMER][NEUTRAL] Uh, do you know when, uh, should we be expecting that deal?
[AGENT][NEUTRAL] Um, it's usually about the [PII] weekend.
[CUSTOMER][NEUTRAL] That weekend?
[AGENT][NEUTRAL] Of the month. Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Have a nice day.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Mm bye-bye.