AccountId: 011433970860
ContactId: e4609840-9238-4402-9797-b8d055b43879
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424579 ms
Total Talk Time (AGENT): 134807 ms
Total Talk Time (CUSTOMER): 138886 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/e4609840-9238-4402-9797-b8d055b43879_20250620T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you?
[AGENT][POSITIVE] I'm good. [PII], how are you hon?
[CUSTOMER][NEUTRAL] Good hey I have [PII] on the line with a group and he has some questions on an invoice. Can I give you the group number?
[AGENT][NEUTRAL] Sure, let's
[CUSTOMER][NEUTRAL] It's 24614 and it should be for [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So, um, he did say that he got a notice that they had an outstanding invoice and I did advise that I saw in Lion that it looks like May and June are outstanding um he's saying that they sent us a couple checks that are still outstanding and he's wondering where they're at.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there anywhere in Onase where I can see checks or is that something only you guys can see?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, we can go, OK, so let me look, we got a retrieval.
[AGENT][NEUTRAL] And we'll click on billing and collection.
[AGENT][NEUTRAL] And then billing, I know I'm going too fast, but just.
[AGENT][NEUTRAL] And then I'm gonna put in the group number.
[AGENT][NEUTRAL] Did he give me check numbers or anything, please?
[AGENT][NEUTRAL] Or when they were sent
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] He did, yeah, he didn't give me the check numbers. I'm sorry.
[AGENT][NEUTRAL] That's OK. I'm looking to see.
[AGENT][NEUTRAL] This
[AGENT][POSITIVE] OK. Do you want me have him, let me help him. I'll, I'll, thank you, [PII]. I'll be glad to help you.
[CUSTOMER][NEUTRAL] OK, yeah, and he, he said if he needs to he's willing to make a payment he's just trying to figure out what's going on so.
[AGENT][POSITIVE] OK. Yes, ma'am. I'll talk to you. Thank you, [PII].
[CUSTOMER][POSITIVE] Yeah, you're welcome, thank you, one second.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Hey, [PII], this is, hey, [PII], this is [PII]. How are you today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] I'm good thank you.
[AGENT][NEUTRAL] Good good you understand you're calling about an an in that your main invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes, so I'm, I'm actually, uh, there's two outstanding checks that I have in my ledger right now for you guys, both for the same 4188, and I'm trying to figure out what's the last check that you guys have received.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look, [PII]. That's what I was looking for. Let me see.
[AGENT][POSITIVE] Do you have that check number, the one that's outstanding.
[CUSTOMER][NEUTRAL] I have on 63 it's either 10:40 or 10:41 I think it's 10:40.
[CUSTOMER][NEUTRAL] If I did it correctly.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Sometimes the check runs for that date are out of order so I don't, it's gonna be between 10:39 and 10:41.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEGATIVE] Just a moment. I'm sorry, my system is moving slow on me today.
[CUSTOMER][NEUTRAL] And the one that
[AGENT][NEUTRAL] The
[CUSTOMER][NEGATIVE] Should have covered this invoice would have been check number 1029, which was done on [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] still
[CUSTOMER][NEUTRAL] Which is essentially why I was asking, you know, what's the last payment that you guys have on file from you guys?
[AGENT][POSITIVE] Wow
[AGENT][POSITIVE] [PII], I'm sorry, bear with me. I'm still looking. There's several places I have to look. I apologize. Thank you for being patient.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I see the one that got of April.
[AGENT][NEUTRAL] The 8 and that was for 481 88.
[AGENT][NEUTRAL] And that was applied to you.
[AGENT][NEUTRAL] The April invoice and that check number was.
[CUSTOMER][NEUTRAL] That was our April statement.
[AGENT][NEUTRAL] 1019. Yes, sir. I don't see that we've received that. What did you know?
[CUSTOMER][NEUTRAL] 1019.
[CUSTOMER][NEUTRAL] So is any way to tell whether something might be like scanned but not actually deposited yet or is it?
[AGENT][NEUTRAL] That's what, that's, that's what I'm looking at. Yeah, that, that's what's taking me a minute because I'm trying to see if it's something that was, that we've received and we just haven't posted it yet and I don't, what, when did you mail that in? Has it been a good deal?
[CUSTOMER][NEUTRAL] It would have been [PII], [PII]. Let me look at the date real quick, [PII].
[CUSTOMER][NEUTRAL] And she was here
[CUSTOMER][NEUTRAL] [PII] was a Tuesday or Wednesday, so like you guys would have gotten it maybe.
[CUSTOMER][NEUTRAL] [PII], [PII], [PII], [PII], like before the [PII] or [PII]?
[AGENT][NEUTRAL] And I would think that we would have it in the system.
[AGENT][NEUTRAL] And I'm not showing it somewhere else.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Come here for a sec.
[AGENT][NEUTRAL] [PII], I'm gonna get someone else's? What, what's your phone? Give me a callback number that I can reach you at, [PII]. I'm gonna get one of my colleagues.
[CUSTOMER][NEUTRAL] I know this is a weird question, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] harm me because I'm not
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And so this was gonna be for the May invoice. Can give me that check number one more time.
[CUSTOMER][NEUTRAL] For the main invoice it would have been.
[CUSTOMER][NEUTRAL] 10:29.
[AGENT][NEUTRAL] 10:29. OK. Give me a few minutes, [PII]. I'm gonna give you a call back, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] All right, thank you so much. I appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm