AccountId: 011433970860
ContactId: fbd9ba49-0845-4968-b071-b33b71d4b2cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 713059 ms
Total Talk Time (AGENT): 275927 ms
Total Talk Time (CUSTOMER): 268925 ms
Interruptions: 7
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/fbd9ba49-0845-4968-b071-b33b71d4b2cf_20250304T14:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I'm with Diamond and Water Well Service, and we need, we have had a change in secretaries.
[CUSTOMER][NEUTRAL] And we are confused so I need to know what the balance is that we owe, and the group number is 9151.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Did you say your name was [PII] or [PII]?
[AGENT][POSITIVE] So I so well.
[CUSTOMER][NEUTRAL] Well, I didn't get that. I'm too, hm, OK, so sorry.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] No, that's fine. And um may I have uh let's see, a callback number just in case we get disconnected and I need um the address for the.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. Uh, the, I'm on the phone. I'm at home today. [PII].
[AGENT][NEUTRAL] All right. What's the address on file for the group?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And how may I assist you with this group?
[CUSTOMER][NEUTRAL] I need to know we've had a change with secretaries and I don't know that the previous one was doing her job and we don't know if, uh, particularly the invoice 6383851 has been paid. We just like to know what our balance is because we do not want to lose our insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I understand. OK, um, let me check the payment history and um the account just to get that information and see if you're up to date. Um, do you mind holding for me while I get this information?
[CUSTOMER][NEUTRAL] That'll be fine and I mean we've been with you guys for probably what 30 years or better, probably longer than that. I don't know how long.
[AGENT][NEUTRAL] Mhm, yeah, I see that.
[AGENT][NEUTRAL] Yeah, it looks like um since, let me see.
[AGENT][NEUTRAL] What date, where was it? [PII], I think it is.
[AGENT][NEUTRAL] You know, let's see, [PII], it looks like it was.
[CUSTOMER][NEUTRAL] Yes, so we did not definitely need to lose this. I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't know how, oh, I don't know.
[AGENT][NEUTRAL] It's OK. It's just fine. Let me, let me check and see what we can do about that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I see and you're looking at.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I'm gonna put you on a brief hold, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so it looks like um based on the payment history, the last payment we received was for January, so you're due for February and March.
[CUSTOMER][NEUTRAL] OK, so how much would that be if we got a check in the mail or do you need to do something different to cover February?
[AGENT][NEUTRAL] OK. You can either do uh uh over the phone payment with a credit card which does uh no extra charge if you wanna do that, or you can just go ahead and send in a check. Um, do you have the invoice for February?
[CUSTOMER][NEUTRAL] Uh, I believe that's what I was looking at it's uh.
[CUSTOMER][NEUTRAL] Let me see what this says here.
[AGENT][NEUTRAL] OK, because the one you provided to me in the beginning is for March.
[CUSTOMER][NEUTRAL] From March, uh, there may be let uh let me text and see if if they have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] February.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I don't, like I say, I'm working from home today.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's OK. Yeah, I understand and I can what I can do is if you have both and you're gonna send the check, I can go ahead and make a note on the account that you're gonna be sending those payments so you know, at least, uh, billing department will be aware of what's happening, OK?
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] OK, I, I would, I would guess this right this minute I'd say we'd write a check today and send it.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEGATIVE] And if they decide they want to do something different, I mean, I just, I just can't afford to lose this. I mean,
[AGENT][NEUTRAL] Got you. I understand.
[CUSTOMER][NEUTRAL] Uh, you know what I'm saying?
[AGENT][NEUTRAL] Yeah, I understand 100%. OK, so let me just, I'm gonna go back to the account and I'm gonna go ahead and um make a note that you're gonna be sending um.
[AGENT][NEUTRAL] A check payment check, um, and it's gonna be for February and March or you're sending right now just February?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I would like to say that we're doing February and March, but I guarantee you we'll send February today. I don't know when, when is that other one due? When is it the actual due date?
[AGENT][NEUTRAL] OK, so I'll go ahead.
[AGENT][NEUTRAL] Um, I, I believe it's uh the [PII], but let me double check. Let me pull that invoice one more time.
[CUSTOMER][NEUTRAL] No [PII] is what this one says.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, due date, yes, the [PII]. So yeah, you have till the [PII] for this one. So, um, let me go ahead and just make a note indicating that you're sending, um, February, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Did it, did any kind of weather there?
[AGENT][NEUTRAL] Letters on the invoice?
[CUSTOMER][NEUTRAL] No, I was just wondering if there was any weather, you got snow or rain.
[AGENT][NEUTRAL] Oh, weather, bad weather. Yeah, we, we're expecting uh tornadoes today, supposedly. We're in [PII], so yeah.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Oh, you're in [PII]. Oh my gosh, OK. I was thinking that you were, I was looking at the the billing billing is [PII] and I thought, well,
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hopefully not, but anyway.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I hope you don't have any tornadoes either.
[AGENT][NEUTRAL] Yeah, we have 2 offices.
[AGENT][NEUTRAL] I, I hope we don't. Um, they just, right now, they have decided to close most of the schools and everything due to the bad weather, um, but it's, it hasn't started yet. It, I can hear like the wind, but it hasn't started like that just yet.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, they say we're supposed to have up to 70 mile an hour winds ourselves today. We have until [PII] for it to kind of go through, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, in the [PII] panhandle, that's kind of tough.
[AGENT][NEUTRAL] Yeah, I think
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I think we're in the same boat.
[AGENT][NEGATIVE] Yeah, so yeah, we're just waiting, hopefully it's just gonna be bad news and not nothing.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, we just
[CUSTOMER][NEUTRAL] Right, right. Well, we need, we need the moisture up here. We need the moisture. You probably don't need the moisture, but as that's what we do. Uh.
[AGENT][NEUTRAL] That happens a lot.
[AGENT][NEUTRAL] Oh really? No, we don't.
[AGENT][NEUTRAL] Oh yeah, we get a lot of water here, so now we don't need none of that.
[CUSTOMER][NEGATIVE] I worry.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have notated the account indicating that you're gonna be sending that February payment by check today, um, and so billing department will be aware. Usually you have um 30 days after the due date on the on the invoice for that payment. So it looks like you you may be still on time, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yes, ma'am. Thank you, thank you. That just.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] Uh, you don't do something for 30, 40 years, whatever it is, and, and had let somebody mess you up. I used to do all of this myself.
[AGENT][NEUTRAL] And then the
[AGENT][NEGATIVE] Yeah, then lose it.
[CUSTOMER][NEGATIVE] Yeah, and because I didn't think I could trust anybody and so, uh-huh, that's kind of worrisome.
[AGENT][POSITIVE] OK, I understand, yeah, you don't work hard to lose what what you have. You, you work hard to get more, not to lose.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] But, I mean,
[CUSTOMER][NEUTRAL] Right, that is, that is exactly and if we had to replace this with something right now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have no idea what the cost would be, you know, it's, it's that's scary, so, alright then, well, I will make note and we will get the check out today.
[AGENT][NEUTRAL] Oh yes, yes, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That is right.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, no, so I just, uh, I'm so glad you answered and, and thank you for your help and you they have a safe and blessed day and
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I hope I don't have to call again, OK?
[AGENT][POSITIVE] If you do, it's no problem we're here.
[CUSTOMER][NEUTRAL] Uh-huh. OK. All right. Uh, yes, yes, ma'am. Thank you. Mm bye-bye.
[AGENT][POSITIVE] To assist you, OK? Have a good day. Bye-bye. Stay safe. You're welcome. Bye bye.