AccountId: 011433970860
ContactId: f9593a50-023a-4ba1-9512-90cdb7748e1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 626760 ms
Total Talk Time (AGENT): 133759 ms
Total Talk Time (CUSTOMER): 151976 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/f9593a50-023a-4ba1-9512-90cdb7748e1b_20250204T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. Um, I'm calling from Hollybrook Golf and Tennis Club's accounting department. How are you this morning?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good thank you [PII]. I just wanted to see if you can help me out um I believe OK I just wanna extend our sincerest apologies. Hollybrook is going through a transition right now with a management company. Um, two previous supervisors got relieved of their duties, so now we have a management company coming in and taking over the back office of our accounting department. Um, I know we might have a couple of invoices unpaid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I wanted to reach out to see if you could send them over to me. I have one right now, but I know it's due on the [PII], but I wanna know if we have any from before.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, let's take a look at the group. Do you have your guys' um group number?
[CUSTOMER][NEUTRAL] Yes, it's 16583.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that up here 1 2nd.
[CUSTOMER][NEUTRAL] I'm thinking about just paying all of them all at once just so we even this bill that we just got.
[AGENT][NEUTRAL] OK. Yeah, let's take a look.
[CUSTOMER][NEUTRAL] Been reaching out to vendors all morning saying sorry asking for bills.
[AGENT][NEUTRAL] I know, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see what we got for.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Alright [PII], what is the invoice number that you have?
[CUSTOMER][NEUTRAL] I have invoice 0006379370.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see what I see as far as the last invoice in here.
[AGENT][POSITIVE] Oh bless.
[AGENT][NEUTRAL] What is the due date on that one that you have there? You said it was the [PII], right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yeah, that's the one due [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so yeah it looks like there's one other invoice that's outstanding from December and I can email that to you. Do you have an email address?
[CUSTOMER][NEUTRAL] Yes, I do. Um. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and is that on the invoice that's open is that for January? What month was that premium period?
[AGENT][NEUTRAL] Yes, it would have been for January. Let me pull that back up here. Let's see.
[CUSTOMER][NEUTRAL] So that means I just want OK so everything from last year has been paid up we're just coming into this current year OK OK.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm, yeah, so it have been premium premium period [PII] due date [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, you can send that letter and I'll pay that one up.
[AGENT][NEUTRAL] And so I'm gonna.
[AGENT][NEUTRAL] I'm gonna email that one to you right now.
[AGENT][POSITIVE] And that is all that I see as far as like any sort of outstanding, um.
[AGENT][NEUTRAL] Did you need me to check on anything else for you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, um, that's about it. I just wanna make sure that we get you guys paid so that our employees can all have their, their life insurance.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely, yeah, if you have any other questions or concerns feel free to give us a call back, OK?
[CUSTOMER][POSITIVE] OK, thank you so much. So you're gonna send it over, um, let me load up my email now.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Inbox
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I just sent it a minute ago so it should be there hopefully in a few few moments.
[CUSTOMER][POSITIVE] OK, I'm just refreshing.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK, what is going on?
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yes, that's exactly it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just want to make sure I wrote it down right.
[CUSTOMER][POSITIVE] Boom, boom, I think yep I got it [PII] invoice, yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Printing it out now. Thank you so much.
[AGENT][POSITIVE] You are so welcome. You have a good rest of your day.
[CUSTOMER][NEUTRAL] I just wanna wait one second, one second, we're gonna send it over to that PO box address.
[AGENT][POSITIVE] Yes, you can absolutely, yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] Correct?
[CUSTOMER][POSITIVE] OK, alright, no problem then I'll get it going for you thank you.
[AGENT][POSITIVE] Uh, you're welcome. Bye-bye.