AccountId: 011433970860
ContactId: e4434a11-733f-4d2e-9971-1b62739ce1a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261940 ms
Total Talk Time (AGENT): 104877 ms
Total Talk Time (CUSTOMER): 87157 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/e4434a11-733f-4d2e-9971-1b62739ce1a5_20250114T20:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Miss [PII], this is [PII] with Lake Forest Charter School. Uh, my accounting team just advised me that I inadvertently, uh, have a duplicate payment of our January invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Who can I talk to about just giving us credit to the next bill?
[AGENT][NEUTRAL] Um, let me, I'm believing group billing, but I can double check that for you. May I have your group name or number, I'm sorry.
[CUSTOMER][NEUTRAL] Sure, let's see, we'll put you on speaker.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Group number 25595.
[AGENT][POSITIVE] Thank you for that. And I'm sorry, can you repeat your name for me?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][POSITIVE] And you're calling with us right here.
[AGENT][NEUTRAL] As soon as I said it, I saw your name. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I have you here and I just need you to verify um the group name, address, phone number, and your uh well you already gave me the phone number. Group name, address, and your email address?
[CUSTOMER][NEUTRAL] Uh, the council for Quality Education during business is Lake Forest Charter School.
[CUSTOMER][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and there was a duplicate um payment for January, so you wanted to know if one can be um credited for February or to February I should say.
[CUSTOMER][NEUTRAL] Either that or just refund.
[AGENT][NEUTRAL] OK. And do you mind if I place you on just a brief hold while I reach out to group billing?
[CUSTOMER][POSITIVE] I'd be, uh, I'd be, uh, more than accommodating to home.
[AGENT][POSITIVE] Alrighty. Well, thank you so much and um just in case the rep wants me to transfer you before I do, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No ma'am, you've been helpful.
[AGENT][POSITIVE] Alright, well, thanks so much for calling APL and hold on one moment, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][POSITIVE] I'm doing good. Um, I have a group.
[AGENT][NEUTRAL] Admin on the other line.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, he said that they were, uh, basically 2 invoices or 2 premiums were paid for January, and he's wanting to know if he can get refunded, which we already don't refund premiums, but if, um, it could be credited for February.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] It's 25595.
[CUSTOMER][NEUTRAL] OK, and who do we have on the phone?
[AGENT][NEUTRAL] Um, [PII], I don't know how to pronounce the last name, but he, he's in the comments for the additional contact.
[CUSTOMER][NEUTRAL] [PII] I see him. Alright, I will look into it and see what payments we have. You can go ahead and send him over.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] You have.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. How are you doing?