AccountId: 011433970860
ContactId: 018efce6-beea-430c-821c-4f12d90c73df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 687359 ms
Total Talk Time (AGENT): 206043 ms
Total Talk Time (CUSTOMER): 223568 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/018efce6-beea-430c-821c-4f12d90c73df_20250422T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, I'm calling from Allergy Consultants in [PII]. I am a new bookkeeper and I just received an email.
[CUSTOMER][NEGATIVE] Um, that we have a bill available, but I'm not able to log into the website because one I can't really read her handwriting and two of them what I've tried isn't working, so I'm a little stuck.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's take a look, um, do you have your guys' group number?
[CUSTOMER][NEUTRAL] 22,670
[AGENT][POSITIVE] 2260. All right, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. And then if you don't mind, could I grab your first name?
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] OK, so it looks like the email on here is [PII]. Is that still, is that OK still?
[CUSTOMER][NEUTRAL] Allergy.
[CUSTOMER][NEUTRAL] Right, yes, it is, and I tried that, but what I, what she has written down is the password doesn't work and then when I did forgot password, it said it's not set up to be reset, so I'm, I got that's why I called you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] Not sure what that means.
[AGENT][NEUTRAL] Um, let me give you the user name. Do you have something to write that down with?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the the username is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The number [PII] and all those letters are capitals.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So maybe if I do it
[AGENT][NEUTRAL] Yeah, maybe
[CUSTOMER][NEUTRAL] A reset password with that that will work and and uh can you are you looking at my bill at all or?
[AGENT][NEUTRAL] With
[AGENT][NEUTRAL] No, no, no, I was just looking at the uh group, but I can pull up billing here if you give me.
[CUSTOMER][NEUTRAL] Uh, like you, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'd be curious how much it is and then maybe we could set up an auto pay.
[CUSTOMER][NEGATIVE] Not sure why they haven't done that. It's kind of silly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And we may need to get, cause you're not, [PII] is the original contact on here, so we may need to get you added to.
[CUSTOMER][NEUTRAL] Yeah, she's gone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, she's she was the original office manager and she's gone.
[CUSTOMER][NEUTRAL] Um, alright, let me try reset password.
[CUSTOMER][NEUTRAL] Let's see what happens.
[CUSTOMER][NEUTRAL] OK, hold on, it's letting me, I think it's letting me do this.
[CUSTOMER][NEUTRAL] Let me just
[CUSTOMER][NEUTRAL] Sending you a verification email.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Just waiting for it to come.
[CUSTOMER][NEUTRAL] While I'm waiting, do you want to look at the bill and tell me how much it is?
[AGENT][NEUTRAL] Yeah I'm pulling that up and it does look like Irene I need to give you some information for you to send an email to our care team um so we can get you added as a uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Contact on here.
[AGENT][NEUTRAL] Um, so the email address is [PII].
[CUSTOMER][NEUTRAL] [PII] a.m. [PII].
[CUSTOMER][NEUTRAL] [PII], wait, hold on, it's giving me a code. Let me just put this in so I don't time out.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's telling me to add a new password, so now I can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do that which is gonna be.
[CUSTOMER][NEGATIVE] Doesn't like my password sorry.
[AGENT][NEUTRAL] No, you're totally fine. I'm trying to get to the right place for the invoices. I thought I was in the right place and I'm like I'm not even in the right place here, so.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's close that.
[CUSTOMER][NEUTRAL] OK, let's see if I can.
[CUSTOMER][NEUTRAL] See the bill, so it looks like.
[CUSTOMER][NEUTRAL] I can't really tell what my open balances are here.
[AGENT][NEUTRAL] Do you have the invoice number by chance?
[CUSTOMER][NEUTRAL] Um, let's see if the email says it.
[CUSTOMER][NEUTRAL] No, I mean, it's just listing all the invoices, but I just don't know what's open recent activity.
[AGENT][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Paid invoices. Oh, wait here. Wow, it looks like it hasn't been.
[CUSTOMER][NEUTRAL] OK, so that's I'm concerned.
[CUSTOMER][NEUTRAL] I just, I don't know what's.
[CUSTOMER][NEUTRAL] What's past due here? I'm showing paid invoices through [PII] and then I'm showing December through now with invoices. Are those all due? This is the first time I'm getting this, so.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] I was trying to see when I looked under invoices I was having a hard time finding something with the date of [PII]. Let me go to this other screen here.
[CUSTOMER][NEUTRAL] It says open invoices. There's 5 of them. That's a lot.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] And you're gap insurance, right, is that what you guys are, yeah, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yes, ma'am, uh huh.
[AGENT][NEUTRAL] OK, well, that looks like that's accurate. They have the January, February, March.
[CUSTOMER][NEUTRAL] Huh
[AGENT][NEUTRAL] April and then there's an invoice from [PII] that's showing not paid.
[CUSTOMER][NEUTRAL] Wow, I'm surprised we haven't heard from you guys, um, alright.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, let me see how much that is and and what are my options for payment? Like, can I pay you or do I have to send a check or can I do a credit card or?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] So, if you would like, Irene, I can get somebody over on the line and billing. I believe they can take a credit card from you over the phone.
[AGENT][NEUTRAL] Um, if that's something that you wanted to do, um, and then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do, um, but I have to.
[AGENT][NEUTRAL] Go ahead, I'm sorry. No, no, no, I was just gonna say.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I was just gonna say I have to just go get the credit card. I have to get the card from the doctor, so hopefully she's not in with the patient, but go ahead. What were you gonna say?
[AGENT][NEUTRAL] Oh, I was just gonna say just when you send that email to the care team, um, just make sure that you put in, um, the information for [PII] that she was the original and that you just, you know, [PII]'s no longer there, so it needs to be updated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will, so it's [PII]. OK, I'm gonna put you on hold for a minute if that's OK. Hold on.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, no, go ahead, no worries.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We're sorry for the delay. We'll be with you in just a moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Please continue to hold. Your call is important to us.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mhm, I'm still here, [PII].
[CUSTOMER][NEUTRAL] Oh, OK. Hi, sorry, it's, I'm new with the phone system too, so I couldn't find you. Um, she's in with a patient. I'm gonna have to call back. Can you tell me where, uh, like a direct number I can call back and
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you'll just have to call the [PII] number. I mean, we don't have a direct number. You can select billing on the drop down and they'll just have to transfer you over to somebody that can take the payment.
[CUSTOMER][NEUTRAL] I see. OK, alright, but at least I can get in, so maybe I might even be able to pay online, I guess I'll have to see, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, absolutely, and I'll, I'll notate that you had called and everything earlier today, so it'll be on file for that as well, OK?
[CUSTOMER][POSITIVE] Oh good, yeah, we'll get it taken care of thank you so much.
[AGENT][POSITIVE] Yeah, my pleasure. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.