AccountId: 011433970860
ContactId: f9e0c2cf-eced-4734-a464-8f1dc7b2e7c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 551469 ms
Total Talk Time (AGENT): 185982 ms
Total Talk Time (CUSTOMER): 182428 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/f9e0c2cf-eced-4734-a464-8f1dc7b2e7c1_20250623T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team. I've got a broker on the line. He's the broker for a group, and he said that the group said that they pay their invoice by ACH on [PII] for May, and I can't see that. So, um, would you be able to help him?
[AGENT][NEUTRAL] Yeah, what's the group number?
[CUSTOMER][NEUTRAL] Group number is 261-77.
[AGENT][NEUTRAL] What's his name?
[CUSTOMER][NEUTRAL] Name is [PII], uh, last name [PII], or he's a, um, broker, yeah.
[AGENT][POSITIVE] That's all right.
[AGENT][NEUTRAL] And did you get a callback number for him?
[CUSTOMER][NEUTRAL] Uh, it's a call back on the screen [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Alright, I'm ready for him whenever you are.
[CUSTOMER][NEUTRAL] OK, I'm gonna introduce you and then I'll release it, OK?
[AGENT][POSITIVE] Thanks so much.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, [PII], I've got [PII] on the line she's gonna be able to assist you, OK?
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII] and Kirk billing.
[CUSTOMER][NEUTRAL] Um, hi, [PII], you're actually, uh, how are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Yeah, you were actually I'm good. You were actually on the email that went out on Thursday from the care team at AM Public saying that they had not paid their May bill yet, so I emailed this to Quest Search, and they said that they paid it on the [PII] and they showed me the ACH coming out of the bank.
[AGENT][NEUTRAL] All right, let me just look into that real quick.
[AGENT][NEUTRAL] So I just
[CUSTOMER][NEUTRAL] I could forward you what they sent me from their bank.
[AGENT][NEUTRAL] OK, that would be great um I do still see it open and I do not see it as a pending payment in my, my folder here.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Hold on, I'm gonna, I'm gonna forward you what they sent me so you have it.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The other issue I'm having and I don't know if this is because it's a new system, um.
[CUSTOMER][NEUTRAL] So they gave me like the only way I was able to get access to the new system is for them to give me access to the broker like I couldn't roll myself.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, and like now when I look at the invoices like it takes me into the invoices but I can't download a PDF of the invoice.
[AGENT][NEUTRAL] Uh yes, that is also a problem that they're working on. Uh, I can get you an invoice that you need, um, uh, for whatever reason they didn't, I don't know what's going on with that.
[CUSTOMER][NEUTRAL] Can you, uh, OK, can you please email me the right, I'm gonna send you the what they their email and if you could email me back the June invoice.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] That would be great, hold on.
[CUSTOMER][NEUTRAL] I'm just sending an email now with like their they sent me a screenshot of what came out of their bank so if it was processed on the [PII].
[CUSTOMER][NEUTRAL] And let me see, that was a Friday.
[CUSTOMER][NEUTRAL] And the [PII] it was released. No, it should be, it should be with you already. It shouldn't take that many days to go through.
[AGENT][NEUTRAL] Yeah, I would think.
[AGENT][NEUTRAL] I'm gonna check to see, let's see you said the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Well I went down too far. come on.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] The [PII] was a Friday, so it would not have been that day so we're gonna try the [PII].
[AGENT][NEUTRAL] This area, let's see here.
[AGENT][NEUTRAL] Quest group.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sorry, it's just a little blurry. Let's see.
[AGENT][NEUTRAL] They sent 4902.
[AGENT][NEUTRAL] See here.
[AGENT][NEUTRAL] OK, I don't see it on the [PII].
[CUSTOMER][NEUTRAL] I mean, yeah, give it a few, I mean, maybe check the 708. I don't know, like, you know, sometimes banks take a process through.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, not the [PII].
[AGENT][NEUTRAL] Oh, you know what? I just thought about something. What bank did they send it to?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] Did you guys change banks? I mean.
[AGENT][NEUTRAL] So yeah, we've changed banks um several several months ago, but everybody should have been aware of that. Let's just make sure.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm just trying to find out there where it would have that information.
[CUSTOMER][NEUTRAL] Uh, it's an account ending.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Alright, let me look to see.
[AGENT][NEUTRAL] Yeah, that is not the bank account. I think that that's Regions.
[AGENT][NEGATIVE] If that's the case, that would be why we haven't received it.
[AGENT][NEUTRAL] Our account number um is Bank of Oklahoma. It's been since last year.
[CUSTOMER][NEUTRAL] When do you think that like
[CUSTOMER][NEUTRAL] Wait, so then how is everything being credited?
[AGENT][NEUTRAL] Well, it, you know, we kept the bank account open, you know, because we knew it could be a transition period, um.
[CUSTOMER][NEUTRAL] Back to [PII].
[AGENT][NEUTRAL] To get everyone, you know, on the same page, but at some point, you know, they had to close that account. I'm, I'm still looking uhu.
[CUSTOMER][NEUTRAL] Right, but it wouldn't that if the account was closed, wouldn't that money kick back?
[AGENT][NEUTRAL] It should, it should, but if that's the case, [PII]. I'm just looking the payment flyer that I have it says that our account number with Bank of Oklahoma ends in [PII] so.
[AGENT][NEUTRAL] Uh, let me see here.
[AGENT][NEUTRAL] Let me ask
[AGENT][NEUTRAL] OK, so I don't see it
[AGENT][NEUTRAL] There.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Here's the [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, wait.
[AGENT][NEUTRAL] What was the amount 49 what? Sorry, I'm going through a bunch of windows here.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][POSITIVE] Yeah, no problem, uh, it was hold on.
[CUSTOMER][NEUTRAL] Give me one sec, I gotta put it back here.
[AGENT][NEUTRAL] I think I may have found it.
[CUSTOMER][NEUTRAL] 4902 4902 24.
[AGENT][NEUTRAL] Oh well that's 490121, so I guess that's not it.
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Yeah, it's very close amount.
[CUSTOMER][NEUTRAL] Wait, was that from them or somebody else?
[AGENT][NEUTRAL] I don't know it. It says merchant credit card payments. I guess that wouldn't be that. It would be an ACH. I apologize. I thought it, it says pre-authorized ACH, but then it also says merchant credit card payment. That's so strange.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it's not there right now. OK.
[CUSTOMER][NEUTRAL] Um, I have to take an [PII] call. Can you, can you do me a favor? Could you reply with the correct bank information and the June invoice, and I'll ask them to resend it because I'm guessing that's the problem.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes sir, um, let me look into it more though to see if I can find it.
[CUSTOMER][POSITIVE] OK, alright, thank you so much. I'll wait.
[CUSTOMER][NEUTRAL] OK, yeah, that's fine. I have to take this call though.
[AGENT][NEUTRAL] OK, thanks. Bye bye.
[CUSTOMER][POSITIVE] OK thanks.