AccountId: 011433970860
ContactId: 0496991f-70af-4c8b-b16e-6f89e5c9a70a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 796780 ms
Total Talk Time (AGENT): 217615 ms
Total Talk Time (CUSTOMER): 367110 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/0496991f-70af-4c8b-b16e-6f89e5c9a70a_20250603T16:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is and I'm calling from Personal care pediatrics. I was just trying to play an invoice and it didn't go through and
[CUSTOMER][NEUTRAL] So error?
[AGENT][NEUTRAL] OK, so you're trying to pay on the online service center?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and your name is again?
[CUSTOMER][NEUTRAL] Now [PII], this is the first time I'm using the new uh one I just signed in so I just remade the account I guess for your new dashboard that you have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], what's that group number, please?
[CUSTOMER][NEUTRAL] 18766
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] Yeah, 18766 there it is.
[AGENT][NEUTRAL] OK, and Ms. [PII], uh, do you, um, more words, uh, verify the group mailing address and email address, please.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII]. Email is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And you said that it's not letting you pay?
[CUSTOMER][NEUTRAL] Yeah, when I went into invoicing.
[CUSTOMER][NEUTRAL] Oh wait, it says submitted.
[CUSTOMER][NEUTRAL] Now it says submitted invoice.
[AGENT][NEUTRAL] Uh, what was that invoice number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 638-738-4
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, yes, I show that one shows that it is some Lord words it has been submitted and it looks like there's another invoice that I guess for June.
[AGENT][NEUTRAL] And were you trying to pay the one for June or the one that you just gave me, uh, for [PII]?
[CUSTOMER][NEGATIVE] No, the one, the one I just gave you, but when I did it, I did it twice because the first time it said error message and then I did it again and it said message again. So am I, did I do it twice?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because it kept both of them said error message, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am. I see that both of them are not both of them, but it only came in through once.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I can't check, but could you tell me why the top one, the next invoice is like almost double?
[AGENT][NEUTRAL] And then I will.
[CUSTOMER][NEUTRAL] Yeah, it says that the invoices are down so I can't check.
[AGENT][NEUTRAL] OK, I will have to transfer you to a representative. Give me one quick moment, OK?
[CUSTOMER][POSITIVE] Alright thanks. Oh, actually it just popped up let's see, OK.
[AGENT][NEGATIVE] No, not that 10, that's not the right thing. So you said it's popped up.
[CUSTOMER][NEUTRAL] Hold on 123456.
[CUSTOMER][NEUTRAL] That's very strange. 1234565123451 person is on here 5 times.
[AGENT][NEUTRAL] OK, 31.
[CUSTOMER][NEUTRAL] That's really strange.
[CUSTOMER][NEUTRAL] Yeah, I guess I'm gonna need somebody.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] And and by the way, now now that I'm back on on the invoices it's showing me that I still have an open invoice that one number that I just gave you.
[AGENT][NEUTRAL] It's weird because it showed that it went through. Oh yeah, let me transfer you to a representative hold on one moment please.
[CUSTOMER][NEUTRAL] So it didn't go through or it did go through?
[AGENT][NEUTRAL] But I'm not sure it showed um but I was saying what you're saying that it went through and now I'm saying again that it's showing it's open but give me one moment transfer you to a representative.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] What is that screen?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], I'm sorry, I have a group admin on the phone. She has set up on the online service center and was able to pay. She said she had to click twice in order for the invoice to go through, and it shows that it was submitted and then all of a sudden it shows that it's open.
[CUSTOMER][NEUTRAL] It's the group number?
[AGENT][NEUTRAL] It is 18766.
[AGENT][NEUTRAL] And it's for Ms. [PII] and I verified their information.
[AGENT][NEUTRAL] And it, when I looked at it initially it looked like it was admitted.
[CUSTOMER][NEUTRAL] It looks like, well, according to, according to um.
[CUSTOMER][NEUTRAL] According to this morning, the.
[CUSTOMER][NEGATIVE] Online payment is not working.
[AGENT][NEUTRAL] [PII], [PII] and [PII].
[CUSTOMER][NEUTRAL] Um, on the payment.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Let me double check that, but I'm pretty sure it's not working.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] Well, I'm wanting to give you an answer before you.
[CUSTOMER][NEUTRAL] Transfer or let her know.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And she also had a question on why this, the next invoice was doubled or why it was so much.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Well, she's look at the invoice to tell her.
[CUSTOMER][NEUTRAL] Um, probably because we've issued some new policies or premium differences.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Looks like one person is in here. 12345 times.
[AGENT][NEUTRAL] I'm saying.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's being billed for that premium. Let me pull the invoice up.
[CUSTOMER][NEUTRAL] Um, what was that group number 187.
[AGENT][NEUTRAL] 18766.
[CUSTOMER][NEUTRAL] G
[CUSTOMER][NEUTRAL] It's like this car here.
[AGENT][POSITIVE] I'll be so happy when everything works like it's supposed to.
[CUSTOMER][NEUTRAL] You got that policy.
[CUSTOMER][NEUTRAL] Yeah, well.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] 46, right, so it looks like the policy got lapsed, so we had to bill for February, March, April, May and June.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Canceled policy back in February. OK. He help request policy reactivated with no lapse in coverage and so bill for remaining months.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] Noticed and corrected name and last name is spelling from OK I don't care about that part, um.
[CUSTOMER][NEUTRAL] Uh, please do not lapse policy. It's been advised to keep active, yes, so that's why it's being billed for all that, and they should realize that if they haven't been paying the policy.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Um, uh, let me see what the other answer is. This other question. Online payment group makes ACH payment is not working correctly. I don't want this one look at the error message for making a payment. I said it has has since gone through. I've not heard back from the ticket.
[CUSTOMER][NEUTRAL] You're on its own it was showing a schedule for yesterday.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't know what to tell this lady.
[CUSTOMER][NEUTRAL] I just had one do the same. OK, so apparently, uh, IT has already been put in regarding that.
[CUSTOMER][NEUTRAL] Um, so really the only thing we can do is she can sit and wait and try again, try, try, try again later, or she can make the payment over the phone.
[CUSTOMER][NEUTRAL] Or send in a check.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Well that sucks right.
[CUSTOMER][NEUTRAL] Um, let me see what else someone else typing.
[CUSTOMER][NEUTRAL] Well, oops I.
[CUSTOMER][NEGATIVE] I'm already not a fan of this online service center.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Much.
[CUSTOMER][NEGATIVE] Headache.
[CUSTOMER][NEUTRAL] OK, someone wanted a confirmation numbers. It's an ACH payment. We don't do that, do we? Well, they get an email.
[AGENT][NEUTRAL] Probably have to put it on the error log.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] Yeah, I mean you can tell her to try submitting it again because I mean it's not like it's gonna if it doesn't go through.
[CUSTOMER][NEUTRAL] Then it's I mean it's not gonna hit their bank if it doesn't go through but um.
[CUSTOMER][NEUTRAL] Yeah, but apparently the issue is still ongoing.
[CUSTOMER][NEUTRAL] Since this morning.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] should not have.
[AGENT][NEUTRAL] All right. Well, I'll, um, I'll put it in the error log so that someone can call her back.
[CUSTOMER][NEUTRAL] And then you can just call it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or help her.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, that'll be fine and then as far as that invoice it's because that policy was lapsed and got reactivated and got billed for the missing premium.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, madam.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] Oh, she hung up. Never mind.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, she, she, it, she probably finally got it to go through and was like, OK, well I'll just leave them alone, um, I don't know if that's the case, but, um, I'm also let me look on the other side of this. OK, that's a lot. Wait, no, there's March.
[AGENT][NEUTRAL] Well, sometimes I get the attitude, but it's all good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 76
[CUSTOMER][NEUTRAL] Let me go ahead and apply this time.
[CUSTOMER][NEUTRAL] Alright, there's that. OK, alright, yeah, uh, if she calls back, just let me know or and around the group billing or whatever out they've got to.
[CUSTOMER][NEGATIVE] We, we need to get this stuff fixed cause this is causing a lot of headaches for these groups.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] That's most of the calls been about if it's not the group, it's agent, and it's brokers, insured, even providers, so it's like, oh Jesus, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know, it's, yeah, yeah.
[AGENT][NEUTRAL] I'm over it.
[CUSTOMER][NEGATIVE] It doesn't sound like we had enough testing to, to do all of this.
[AGENT][MIXED] Yeah, I got excited for it, but uh.
[CUSTOMER][NEUTRAL] I know, I got excited but then ever since I got in this morning cause I've been off since last week since last Thursday. Since I got in this morning, I'm like, oh gosh, I hadn't even been here throughout all this other madness and now the madness just continues.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, absolutely, and it's been of course yesterday was kickoff point so it's a lot more calls, but it's almost every other call today so.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, well, hopefully they'll fix it.
[CUSTOMER][NEUTRAL] Yeah, yeah, I've only had like maybe two normal calls non OSC related.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, good luck with that. Well, I'll, I thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know, you too.
[CUSTOMER][POSITIVE] All right, no problem.
[AGENT][POSITIVE] Have a great one. Bye.
[CUSTOMER][NEUTRAL] You do