AccountId: 011433970860
ContactId: deb9545c-f3cc-4f51-99b2-98d46c0fb2ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229449 ms
Total Talk Time (AGENT): 100372 ms
Total Talk Time (CUSTOMER): 136816 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/deb9545c-f3cc-4f51-99b2-98d46c0fb2ee_20250328T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Happy Friday. Finally.
[AGENT][POSITIVE] Hey [PII], happy Friday.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, finally, I have group number 25926. Big Mike.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Barbecue Smokehouse.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can almost smell it. Anyway, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a Topanga on the line. I do see that she, it looks like they tried to set her up an account in the OSC.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but she's calling to make sure if the February invoice was processed and.
[CUSTOMER][NEUTRAL] I'm transferring the call because in GRMAI.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It looks like, did we re process that today?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Let me take a look
[CUSTOMER][NEUTRAL] But in when I pull up the group it just says pay to 21.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] She said she submitted it and they're trying to do it um online and it had a process dated [PII] but then she's not seeing it in the portal so she's just making sure the payment has gone through.
[AGENT][NEUTRAL] OK, yeah, I do see what you see, um, in GRMAI. Where do you see it paid to 21?
[CUSTOMER][NEUTRAL] And TRPIQ when you bring up the group it says the pay to date is 21.
[AGENT][NEUTRAL] It, it shows that they're paid to 31 on mine.
[CUSTOMER][NEUTRAL] 25926 bikes bikes big bikes smokehouse.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm looking in GRP IQ.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they're set to active?
[CUSTOMER][NEUTRAL] Yes, and mine says 21, wait a minute, OK, I'm gonna go out and come back in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wonder.
[AGENT][NEUTRAL] Sometimes it may not pull the um pull it in.
[CUSTOMER][NEUTRAL] If something changed
[AGENT][NEUTRAL] I don't know, but I mean I can still talk to him and confirm that. That's fine.
[AGENT][NEUTRAL] Confirm that.
[CUSTOMER][NEUTRAL] It changed. Lord have [PII].
[AGENT][NEUTRAL] Yeah, I don't know why that happens, but you can go ahead. I'll confirm that it processed today. It did.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, but I promise you it was 21 because that's the only reason I'm calling you because.
[AGENT][NEUTRAL] And it's OK, it might have actually.
[CUSTOMER][NEUTRAL] Of lia.
[AGENT][NEUTRAL] Weird thing is it could have actually done it like sometime within the last couple of minutes because the OSC just kicked out some reports so it's possible that it might have actually just pulled it through so who knows but um.
[CUSTOMER][NEGATIVE] Well, they need to quit messing with me. OK, anyway.
[AGENT][NEUTRAL] I know it. Go ahead and put her through though.
[CUSTOMER][NEUTRAL] That's the only reason I called. It just didn't make sense, so thank you, [PII]. And her call, you want her callback number?
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I got it. I'm ready.
[CUSTOMER][POSITIVE] Thank you, [PII]. Let me get her on the line. Have a great weekend. Well, thanks, she just hung up.
[AGENT][NEUTRAL] Mhm. OK. You too.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] A little booger.
[AGENT][NEUTRAL] Well, I'll tell you what, let's see. OK, OK, I was gonna say I could send her an email or something, but um if you, yeah, I mean.
[CUSTOMER][NEUTRAL] I'll call her back.
[CUSTOMER][NEUTRAL] If you can, if
[CUSTOMER][NEUTRAL] No, I, I'll just call her right back if we can confirm that, yeah, I see the payment's gone through now, so anyway.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, just tell her that February is paid.
[CUSTOMER][NEUTRAL] Did it just go through today?
[AGENT][NEUTRAL] It did. Mhm.
[AGENT][NEUTRAL] It did.
[CUSTOMER][POSITIVE] OK, so processed today. OK, cool beans. I'll call her back and tell her.
[AGENT][NEUTRAL] Today. Mhm.
[AGENT][NEUTRAL] OK [PII], if she has any more questions just send her on to us, OK?
[CUSTOMER][POSITIVE] Thank you for your help.
[CUSTOMER][POSITIVE] All right. Thank you. Take care.
[AGENT][POSITIVE] No problem thank you bye.
[CUSTOMER][NEUTRAL] Bye bye.