AccountId: 011433970860
ContactId: f228b607-f772-400a-af8c-6fc2404ab230
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 884640 ms
Total Talk Time (AGENT): 177297 ms
Total Talk Time (CUSTOMER): 322491 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/f228b607-f772-400a-af8c-6fc2404ab230_20250620T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IPL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, good afternoon. Uh, my name is [PII]. I'm calling with the firm apartment loan.
[CUSTOMER][NEUTRAL] Uh, in reference to our bill, we just got our, our an email from our broker.
[CUSTOMER][NEUTRAL] Saying that I had missed one of the payments, could I double check it with you because.
[CUSTOMER][NEGATIVE] I'm not showing any invoice that I received that I've not paid.
[AGENT][NEUTRAL] OK, let's start with your group number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have the account number. Would that help?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 24.
[AGENT][NEUTRAL] Hoffman Lewis LLP.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and who's the contact person we should have on file?
[CUSTOMER][NEUTRAL] I, I, it's either my office manager [PII] or myself [PII].
[AGENT][NEUTRAL] We have a [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], that's her first name. She doesn't go by that. [PII].
[AGENT][NEUTRAL] Oh, OK. um, can you verify her billing, uh, her, uh, contact email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] At Pathman Lewis or Pathman Law, either one, we're two firms together.
[AGENT][NEUTRAL] Alright thank you and what's the phone number we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you and is that a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] If we get disconnected, I'm calling you from my cell.
[AGENT][NEUTRAL] OK, and what's that number?
[CUSTOMER][NEUTRAL] I'm working from home today.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright perfect thank you and I do apologize what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII] Yes, [PII], and I'm the accounting manager, so I'm the one that pays the, the bills.
[AGENT][NEUTRAL] [PII] R.
[AGENT][NEUTRAL] All righty. All right, so you.
[AGENT][NEUTRAL] OK, and um you're calling because uh of a skipped invoice, is that correct?
[CUSTOMER][NEGATIVE] Apparently that's what the broker, uh, broker said to [PII], um, I had missed a payment. I'm like, well, I must have not gotten the invoice because I pay all of them as they, as they come, um, so I would like to know which one am I missing so I could see.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Yes ma'am, so it looks like the April um invoice is outstanding we um according to our records we didn't receive a payment in the month of April.
[CUSTOMER][NEUTRAL] OK, I have here that um invoice 000.
[CUSTOMER][NEUTRAL] 6386543 is for April?
[AGENT][NEUTRAL] Uh, let me double check.
[CUSTOMER][POSITIVE] And I paid it, the check has cleared.
[AGENT][NEUTRAL] Um, I'm on the computer.
[AGENT][NEUTRAL] 6386543
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let me double check our system.
[AGENT][NEUTRAL] Um, what is the check number that, uh, you said is for April?
[CUSTOMER][NEUTRAL] It's 1523.
[AGENT][NEUTRAL] 1523.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And you said it's already cleared?
[CUSTOMER][NEUTRAL] Let me go on.
[CUSTOMER][NEUTRAL] I have the other ones clear. I just looked at that one. That one has not cleared, but I'm, I just got, I looked at the bank yesterday and one of the checks went through. Let me check really quick the bank and see. That's kind of weird.
[CUSTOMER][NEUTRAL] Could you hold just a second for me? Hold on just a second. Hold on.
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello? OK, sorry, hold on.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It was my husband and I'm like, it's kind of weird he's calling me like now let me check to make sure he's OK. OK, hold on.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 15. Let me look for the check number just in case 1523.
[CUSTOMER][NEUTRAL] 1523.
[CUSTOMER][NEUTRAL] 1500.
[CUSTOMER][NEUTRAL] Yeah, that one doesn't seem like it's been clear. That's, that's so weird.
[CUSTOMER][NEUTRAL] However, I said that the one for um check number 1502 that was back 3 years.
[CUSTOMER][NEUTRAL] And 1537.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That was just cash recently.
[CUSTOMER][NEUTRAL] So that's like very like weird weird. Is there any way that you guys can take a payment over the phone?
[AGENT][NEUTRAL] We can take a payment with a debit card or credit card over the phone.
[CUSTOMER][NEUTRAL] Debit card, we don't have a debit card or credit card. It would be just a checking.
[AGENT][NEUTRAL] Yeah, we can't, we're not able to do that yet.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] The only thing that I can do then is is um
[AGENT][NEUTRAL] You can pay on our online service center with the uh bank account.
[CUSTOMER][NEUTRAL] replace the check.
[CUSTOMER][NEUTRAL] Where is it?
[AGENT][NEUTRAL] Our online service center.
[CUSTOMER][NEUTRAL] OK, I've never done that with you guys, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The contact person would be the one that would have to set that up since it's her email.
[CUSTOMER][NEUTRAL] Yeah, that's the thing.
[CUSTOMER][NEUTRAL] OK, um, do we have enough time that I could still mail the check or am I, we're gonna be in trouble?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] No, I can put a note on here and um you'll, you'll be fine.
[CUSTOMER][NEUTRAL] OK, so, um, our boss is out of town until Tuesday. The allow myself please to do Thursday next week to get you the check.
[AGENT][POSITIVE] All right, that sounds good. I'll make a note. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK, thank you for your help. I'm gonna try to, you know, I don't, I don't understand why that check hasn't cleared cause it's so weird. Unless it's lost in the mail somewhere.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It could be.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's really weird. OK, thank you so much. I'm gonna replace it now.
[AGENT][POSITIVE] You're welcome, no problem. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] OK. Hold on just a second. Maybe, maybe my office manager could pay it. Hold on a second. Um, let me try to see if I can get hold of her, so you can pay it with your, um, my boss's credit card. Hold on, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if I can merge in.
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have to call the name of my number 379.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, my office manager said she was gonna pay with a credit card but she said they, we just got it in the mail today.
[CUSTOMER][NEGATIVE] And it says it has the address that I'm gonna tell you and it says undeliverable and that's impossible because I mailed all your checks there. Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] We've had, we've had a different, um, address and bank, uh, since probably the beginning of January, so that, that lockbox is no longer open.
[CUSTOMER][NEUTRAL] OK, hold on, hold on.
[CUSTOMER][NEUTRAL] That's kind of weird because the rest of the checks have been cleared.
[AGENT][NEUTRAL] Um, let me look and see where it was mailed to cause, um, all of our, our banks now in [PII].
[CUSTOMER][NEUTRAL] Yeah, but, but is, is that where you would have the, the, the bill sent to? because I use the same mail that you guys on the envelope that you guys sent with the premium.
[AGENT][NEUTRAL] Yeah, so on the payment flyer, it has the [PII] address.
[CUSTOMER][NEUTRAL] That's very weird.
[CUSTOMER][NEUTRAL] OK, so hold on, let me change the address here if you don't mind. Hold on. I'm gonna change it on the, on the, on the, on the what do you call it? on the um check so that.
[CUSTOMER][NEUTRAL] Um, she's gonna make an envelope for me. I'm gonna change the address here so I have it correct. Hold on.
[CUSTOMER][NEUTRAL] And I'll, I'll call her right after she, she's eating right now. So, a lunch.
[CUSTOMER][NEUTRAL] Do you have a department, any department at all? Or no?
[AGENT][NEUTRAL] 960641.
[CUSTOMER][NEUTRAL] That's the department now?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What is it? I'm sorry?
[AGENT][NEUTRAL] 960641.
[CUSTOMER][NEUTRAL] OK. So 960641 [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK, I repeat [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and the address is not [PII] anymore. Hold on the city, hold on.
[CUSTOMER][NEUTRAL] So where is it at?
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK, hold on, hold on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and the zip?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so I repeat it. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'll reiss. I will send this check because the same check is in the office 1523, so I will resend that one, OK?
[AGENT][POSITIVE] OK, that sounds good. I'll make note.
[CUSTOMER][POSITIVE] That, that'll do it for me today. Thank you. OK.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a good afternoon and a good weekend.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.