AccountId: 011433970860
ContactId: 0a7ca01b-32b1-4756-9188-85d1ad2f634f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187220 ms
Total Talk Time (AGENT): 68052 ms
Total Talk Time (CUSTOMER): 88988 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/0a7ca01b-32b1-4756-9188-85d1ad2f634f_20250516T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. My name is [PII] and I am with the City of Goose Creek Group number 26142.
[CUSTOMER][NEUTRAL] I am just looking at um.
[CUSTOMER][NEUTRAL] Some previous months and it looks like there's been some overpayments applied to the account and I'm sure it's it's due to rounding it's just the way that things work but I'm curious what's in our account as overpayments.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, OK, so, uh, so y'all have been overpaying on the premium, correct?
[CUSTOMER][NEUTRAL] Total.
[CUSTOMER][NEUTRAL] Correct, and it's just payroll rounding.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you, OK, yeah, we could take a look.
[CUSTOMER][NEUTRAL] Typically it's somewhere about 59 cents, but there's a couple of months that there seems to be a little bit extra and so I'm just kind of trying to get a gauge of what is showing as the full overpayment on our account.
[AGENT][POSITIVE] Over sure yeah um [PII], we can definitely take a look. Can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII] gosh, I don't know my own cell phone number. Hang on just a 2nd, [PII].
[AGENT][NEUTRAL] OK thank you and then just really quick if you're able to uh please verify the address for the business please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect, I appreciate you verifying that. Alrighty, give me just a moment, [PII]. I'm gonna put you on a brief hold, or [PII], excuse me, um, and I'm going to reach out to our billing department, uh, so that they can assist us with this.
[CUSTOMER][POSITIVE] Perfect, thanks so much.
[AGENT][POSITIVE] All right, I'll get right back with you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing alright thank you. I've got a group admin on the line who said that they usually do um a bit of overpayments on each of their invoices um due to just rounding and she wanted to see how much of that like how much access they have with them overpaying.
[CUSTOMER][NEUTRAL] Uh, what's the group number?
[AGENT][NEUTRAL] That is 26142.
[CUSTOMER][NEUTRAL] 26142 0 come on now.
[CUSTOMER][NEUTRAL] And 42.
[CUSTOMER][NEUTRAL] 2, and who's on the phone?
[AGENT][NEUTRAL] Uh, [PII], it is the uh contact we have.
[CUSTOMER][NEUTRAL] City of Goose Creek.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm I don't see any overpayment. Let me see.
[CUSTOMER][NEUTRAL] Um, OK, you can send her to me, but there we don't have any overpayment for her.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, OK, thank you, bye bye.
[CUSTOMER][NEUTRAL] Mhm.