AccountId: 011433970860
ContactId: de90b52c-1ab7-4825-9eb1-1be00dfeaaf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403869 ms
Total Talk Time (AGENT): 65842 ms
Total Talk Time (CUSTOMER): 234698 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/de90b52c-1ab7-4825-9eb1-1be00dfeaaf5_20250626T14:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] This is [PII] at Tsa Parish School Board. Um, I just received an email from [PII] concerning our payment for last month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, well, I don't have a group number before me, but that's no problem. I can do it in just a second. Hold on just a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I didn't get my folder turned over.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Almost really had a bad day because I took everything out of context.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I did have a bad day. I did, I did, I did, I did, I did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Who is that? I don't think I'm gonna need.
[CUSTOMER][NEUTRAL] I put all this stuff back in order. OK, what is going on with that invoice is the fact that you all change your.
[CUSTOMER][NEUTRAL] Uh, mailing address and I was not notified of the mailing address being changed. So I actually called Apel yesterday and I got the new address, the new billing address, because I had the one from [PII] and the check was returned and I've already spoke with Apel and they said that um.
[CUSTOMER][NEUTRAL] I, uh, to send that check along with the check for June and they would accept the check.
[AGENT][NEUTRAL] OK, uh, do you have the group number, Ms. [PII]? so I could pull up the information?
[CUSTOMER][NEUTRAL] Yes, I do. The group number is 0597.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] One
[CUSTOMER][NEUTRAL] It's for the May payment.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] 5.
[AGENT][NEUTRAL] OK, and is [PII], what's a good call back number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] extension [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you wanted to speak with someone in regards to the email you received about the check?
[CUSTOMER][NEUTRAL] No, I, I'm just calling you because they keep sending me this email and I've already spoken to uh Ael's home office to your home office, and what happened is they changed the billing address because we mailed our payments out so I called the home office yesterday to find out why the check was returned for the May payment.
[CUSTOMER][NEUTRAL] And you all have changed your address from [PII] to [PII].
[CUSTOMER][NEUTRAL] So after speaking with them on yesterday, they said that they will accept the check for what this uh made out for me, addressed to [PII] and I've already changed uh the new address in my system, so when I process the payment for June, it will show that it's being sent to [PII].
[AGENT][NEUTRAL] OK, yeah, because it's showing note sheet um.
[AGENT][NEUTRAL] Had sent you a payment flyer with the new address and she states in here that you are sending May payment along with June payment.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEGATIVE] But I keep receiving emails stating that the payment is behind, but the payment is not behind due to me. It was sent back because of the wrong address, and I was not notified that the address had been changed. I just found out yesterday that the address has been changed.
[AGENT][NEUTRAL] OK, well, I can put that in note that you spoke to a representative and that the payments will be sent for both months, um, or I can let you, like I said, speak with someone in our group billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And they'll be aware, but
[CUSTOMER][NEUTRAL] No, you can just put, you can, you can just send it, send the email to them because uh I've already talked to uh Ael's home office. I already did that on yesterday, so I just want them to stop sending me the email uh telling me that the payment is past due.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I just received another email this morning at [PII].
[CUSTOMER][NEUTRAL] From from [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, from [PII]. I received it from [PII] and it was addressed to [PII] and myself.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, I just need them to know that I am aware of what's going on and that I've already spoke to Apel's home office and that this has already been dissolved and that the payment is gonna be sent off on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next Monday.
[CUSTOMER][NEUTRAL] Along with June's payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, yes ma'am.
[CUSTOMER][POSITIVE] OK, alright thank you you have a good rest of your day OK?
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye.