AccountId: 011433970860
ContactId: e622bca1-bfb4-4583-987a-996cdc9747e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230020 ms
Total Talk Time (AGENT): 111808 ms
Total Talk Time (CUSTOMER): 116056 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/e622bca1-bfb4-4583-987a-996cdc9747e6_20250519T16:14_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 doing today?
[AGENT][POSITIVE] I'm doing good, [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I'm good thank you I have a contact with a um group on the line and they're wondering, so they're behind I guess on some invoices and they're wondering, I guess they haven't been getting them and are wondering why they got like 4 like January through April so I was wondering if you could help with that.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Absolutely. What's the group number?
[CUSTOMER][NEUTRAL] Group number is 16893.
[CUSTOMER][NEUTRAL] Krisel Enterprises.
[AGENT][NEUTRAL] And who am I speaking with?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll be glad to help them. Thank you. You said it's [PII], correct?
[CUSTOMER][NEUTRAL] Alright thanks yeah and she yeah she just said that they're gonna pay it but her boss wants to know why I guess they got this email with 4 invoices kind of what was going on so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, I can help her. Thank you so much.
[CUSTOMER][POSITIVE] All right. You're welcome. Here she comes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. I work in the group billing department. How are you doing today?
[CUSTOMER][POSITIVE] Oh good how are you doing?
[AGENT][POSITIVE] I'm good, thank you so much for asking so you're calling about you got an email with some past due invoices, is that right?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I mean, I don't know. I mean look for the email. I don't know if it's saying past due, but we received an email and I have like 4 invoices and so my boss was just wondering if we're receiving the invoices on a timely manner, um, and I just wanted to verify the email and if they are going out on a, um, you know, on a monthly basis.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure, yes ma'am. What is the email address for the contact?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] OK, that is what we have, so they should be going to that email. Now, what I'm seeing that to you is for the February, March, April, and May. Those are the ones that are due. You paid in January. Yes, ma'am, we do have that email. Check your, maybe check the spam box or something. Sometimes that happens, but that is the email that we have it going to.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and, and then your system automatically um sends them out each month?
[AGENT][NEUTRAL] We, we, we should send out an email and we also do a paper. We also send one in the mail unless you ask us not to. We do send it in the mail as well.
[CUSTOMER][NEUTRAL] OK, so are we past, are we like in good standing? I mean, we're gonna pay it this week. We're just, you know, just taking it back. We're like, whoa, we didn't mean for it to, you know.
[AGENT][NEUTRAL] Yes ma'am. I mean.
[AGENT][NEUTRAL] Sure. No, I understand, ma'am. Now, I'll make a note that you and I spoke today and that you're gonna be making the payment this week. So that, that will be fine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but I just wanna make sure we're getting it on a, you know, I don't want, we don't wanna get an email like that with 5 and we would like to pay them all on a monthly basis.
[AGENT][NEUTRAL] Sure. Absolutely, yes, ma'am. And like I said, I might was on the email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, you never know what can happen. It may go to the spam folder. I hope it doesn't, but I might check there, but we do have that email on file. If you have any other problem with it next month, give us a call, OK? And, but I don't show that it's going anywhere but that email that we have on file for the group.
[CUSTOMER][NEUTRAL] I will do that. OK.
[CUSTOMER][POSITIVE] Wonderful. OK, thank you so much. I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is that all I can help you with today?
[CUSTOMER][POSITIVE] OK. That's it. Have a good one. Thank you.
[AGENT][POSITIVE] All right. You too. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.