AccountId: 011433970860
ContactId: f54299a4-e49e-44bf-8b31-dd85becac2de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258920 ms
Total Talk Time (AGENT): 84884 ms
Total Talk Time (CUSTOMER): 117455 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/f54299a4-e49e-44bf-8b31-dd85becac2de_20250205T19:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling from Traffic mechanical group number 26138. My name is [PII].
[AGENT][NEUTRAL] You said it was [PII]?
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I wanna check my invoice because I see some charges that that were already paid uh on the previous deal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we could take a look at that. I'm sorry, you did say your name was [PII]?
[CUSTOMER][NEUTRAL] So I see you guys.
[CUSTOMER][NEUTRAL] Yes, Miss [PII].
[AGENT][NEUTRAL] OK, um, really quick, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, the call number, give me just a second. I don't remember my cell phone. You can try my cell phone would be [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. All right, one moment please. I'll get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you did say that was JK mechanical?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So the, the charges are for [PII]. You guys are charging me in this February invoice 1440 for December and January, and they were already uh paid for like that one in December was adjusted on the was uh billed or paid in the January.
[CUSTOMER][NEUTRAL] Uh, invoice and the other for adjustment for January that you guys are charging me right now on January we pay the complete premium for him so we don't owe those.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2880.
[AGENT][NEUTRAL] Got you. OK, one moment. Do you happen to have that, uh, invoice number please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, this invoice number is because I wanna see if you can adjust it or um change it so I can pay the correct amount.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The invoice number is.
[CUSTOMER][NEUTRAL] OK, so it's 0006380673.
[AGENT][NEUTRAL] I'm sorry, that was 0673?
[CUSTOMER][NEUTRAL] 0673, yeah.
[AGENT][NEUTRAL] Got it. OK, thank you and then really quick, [PII], I'm just gonna verify um if you're able to verify the address for the business please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that, uh, [PII], if you don't mind, I'm gonna put you on a brief hold and reach out to our billing department and they can take a look at this. We'll get right back with you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, absolutely, I, I'll, I'll hold.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] Doing good thank you um I've got a group admin on the line uh calling about their February invoice uh she said that there were some items on that bill uh from December and January that she said had already been paid and so she just wanted to take a look at that with y'all.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] It is 261-38.
[CUSTOMER][NEUTRAL] OK, and what's the name please? OK.
[AGENT][NEUTRAL] And we are speaking with uh [PII]. I'm sorry?
[CUSTOMER][NEUTRAL] Oh no, you're, you're fine. You answered my question I was asking.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um let's see
[AGENT][NEUTRAL] And did you need the invoice number?
[CUSTOMER][NEUTRAL] Uh, you said the February invoice?
[AGENT][NEUTRAL] Yeah, um, the one ending in 0673.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send over.
[AGENT][POSITIVE] OK, thank you, bye bye.
[CUSTOMER][POSITIVE] You're welcome. Bye.