AccountId: 011433970860
ContactId: e40cb5a2-6765-4ef2-8820-4d9db10b212e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111599 ms
Total Talk Time (AGENT): 40408 ms
Total Talk Time (CUSTOMER): 71292 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/e40cb5a2-6765-4ef2-8820-4d9db10b212e_20250114T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][NEUTRAL] You said I'm here.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have uh [PII] um she's the group admin for group number 25184.
[AGENT][NEUTRAL] 251-84.
[CUSTOMER][NEUTRAL] And she called to ask if the November out invoice is outstanding and I do show a note um.
[CUSTOMER][NEUTRAL] Uh a group note saying that someone from here emailed her an overdraft notice she's trying to pay it online.
[CUSTOMER][NEUTRAL] And she's running into some hiccups and I pulled up the guru article and tried to assist, but she said that invoice and maybe because it's overdue. I don't know, it's not pulling up the invoice.
[AGENT][NEUTRAL] For the November.
[CUSTOMER][NEUTRAL] Uh huh are they due for November?
[AGENT][POSITIVE] Mhm. November is outstanding.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I told her that from the GRMAI screen.
[AGENT][NEUTRAL] It looks like they just set up an EFT today to pay it.
[CUSTOMER][NEUTRAL] OK, so it wasn't her, she's not aware of that, OK.
[AGENT][NEUTRAL] Um, I mean, unless someone else at that group got access to her login.
[CUSTOMER][NEUTRAL] And I wonder if she's trying to do it or did it and doesn't realize that it went through well EFT that's not online though.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Oh it is online? OK.
[AGENT][NEUTRAL] Yeah, that'd be an online payment.
[CUSTOMER][NEUTRAL] OK, maybe she, she, well she actually just disconnected, so she may have gotten it to go through. I'm gonna call her back just to make sure. Thank you, [PII].
[AGENT][NEUTRAL] You can send it to me.
[AGENT][NEUTRAL] OK, yeah, just let her know that she someone either her or someone that has access to her login set it up to pay it online for it to be scheduled for tomorrow.
[CUSTOMER][NEUTRAL] It could have been her
[CUSTOMER][NEUTRAL] She may have
[CUSTOMER][NEUTRAL] She may have figured it out while I was, she's holding. I bet that's what happened. All right, thank you. All right. Bye.
[AGENT][POSITIVE] OK. All [PII]. You're welcome. Bye.