AccountId: 011433970860
ContactId: df48ac55-a557-4d2e-8b39-c77f4780ef80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207059 ms
Total Talk Time (AGENT): 58945 ms
Total Talk Time (CUSTOMER): 53234 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/df48ac55-a557-4d2e-8b39-c77f4780ef80_20250605T21:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I've been debited by, um, your company and I don't know why or or.
[CUSTOMER][NEUTRAL] It, it just came out of nowhere.
[AGENT][NEUTRAL] You said that you've been what? I'm sorry.
[CUSTOMER][NEUTRAL] I've, I've been charged by your company from my bank account.
[CUSTOMER][NEUTRAL] And I don't, I've never heard of you guys before so.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Charged by a bank account. Uh, what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you spell [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what city are you or state from are you from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], um.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Because I don't show you in our system but you say you're being charged from us?
[CUSTOMER][NEUTRAL] Yes, well, it, it shows up as [PII].
[AGENT][NEUTRAL] Oh, that's not on our company, yeah.
[CUSTOMER][NEUTRAL] So I called them and
[CUSTOMER][NEUTRAL] I called them and they, um, I, you know, explained what, what was going on and she gave me this number.
[AGENT][NEUTRAL] Mm no sir I don't show you in our system so I'm not.
[AGENT][NEGATIVE] We wouldn't be taking anything out of your account.
[AGENT][NEUTRAL] Carrington is a dental.
[CUSTOMER][NEUTRAL] So I need to call. I need to.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] They work with providers as far as having a contract with them as far as dental, but
[AGENT][NEUTRAL] Do you have any other information or is it showing uh taken out from Carrington?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, it's showing Carrington.
[CUSTOMER][NEUTRAL] Uh, I have a quick question. Do you know if Carrington, do you know if Carrington is associated with Solomon Dental?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, that have no idea. You have to probably check with Carrington and see if they have a contract with them.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Alright, I'll give you a call back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, you're welcome thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.