AccountId: 011433970860
ContactId: 13127e13-3f31-493f-ab4c-ac4ed723b5de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516419 ms
Total Talk Time (AGENT): 220018 ms
Total Talk Time (CUSTOMER): 205198 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/13127e13-3f31-493f-ab4c-ac4ed723b5de_20250527T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got [PII] on the phone. She's the broker for the group, um, 245-51.
[CUSTOMER][NEUTRAL] And she is calling because she said there is something wrong with one of the members on invoice number 6390576 and she has been verified.
[AGENT][NEUTRAL] Alright you can send her to me.
[CUSTOMER][POSITIVE] The number she's calling from is a good call back. OK, thanks [PII], bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][POSITIVE] Yes, hi, good afternoon, how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I am good.
[CUSTOMER][NEUTRAL] Um, did they let you know what this is about, or do I need to give you what information do you need?
[AGENT][NEUTRAL] Um, there's something wrong with one of the insureds on the latest invoice.
[CUSTOMER][NEUTRAL] Yes, OK, just sometimes people just transfer you and don't explain what's happening to the next person.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, do you have the invoice pulled up?
[AGENT][NEUTRAL] Who
[AGENT][NEUTRAL] Who's the insured?
[CUSTOMER][NEUTRAL] Well it's the whole invoice, not just one person.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, on the, I'm trying to pull it up.
[CUSTOMER][NEUTRAL] Uh, because it doesn't really pull up it just downloads.
[CUSTOMER][NEGATIVE] Anyway, I looked at it and there's like 5 people that they're being double billed for and there's no explanation of why they would be being double billed.
[AGENT][NEUTRAL] OK, um, I'm looking at the invoice and the first insured [PII], um, looks like she's being invoiced for [PII] and [PII].
[AGENT][NEUTRAL] Um, and it looks like looking down, that's what the other ones are being built for as well.
[CUSTOMER][NEUTRAL] So you mean to tell me you're trying to bill my client for [PII], 6 months later?
[AGENT][NEUTRAL] February.
[AGENT][NEUTRAL] They were not billed for [PII], so when the audit was done, um, it, customer service, uh, supplemental bill for supplemental build them.
[CUSTOMER][NEUTRAL] OK, and I, I, I guess that's fine.
[CUSTOMER][NEUTRAL] Don't you think somebody ought to send them a letter or do they? Because
[CUSTOMER][NEUTRAL] I would want to know, I mean, it doesn't say anything on the invoice about this being for [PII].
[AGENT][NEUTRAL] On the invoice that is online.
[CUSTOMER][NEUTRAL] How would they know that?
[AGENT][NEUTRAL] Is that the one you're referring to?
[CUSTOMER][NEUTRAL] Well, I'm looking online at the invoice and I don't see anything about a date on here.
[AGENT][NEUTRAL] Yeah, OK, so, um, it'll have the policy number, the insured's, uh, first name, last name, the last four of the social, and then the month [PII] says [PII].
[AGENT][NEUTRAL] Or did you download the, did you download the invoice?
[CUSTOMER][NEUTRAL] OK, well, I think your view is different.
[AGENT][NEGATIVE] Yeah, the downloaded part of the invoice does not show that the billing details um shows that part. It shows the details of it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And how would one get to the details part?
[AGENT][NEUTRAL] Um, click on the invoice number under open invoices, just the invoice number, just click on that in that box and those details open up at the bottom of the screen.
[CUSTOMER][NEUTRAL] OK, got you. All right, I never scroll down, so.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Now I see it.
[AGENT][NEUTRAL] Yes ma'am, yeah, for some reason I don't know why, but for some reason when you download it, it doesn't give you the.
[AGENT][NEUTRAL] Um, like the extra details more or less, um, yeah, it doesn't do that, um, hopefully we'll get that.
[AGENT][NEUTRAL] Changed or fixed um but yeah the billing details part is what shows which month it's for.
[CUSTOMER][NEUTRAL] OK, so I'm scrolling back.
[CUSTOMER][NEUTRAL] I see one.
[CUSTOMER][NEUTRAL] Like, I don't see where you're seeing that they didn't pay for February. I, I mean, I don't know.
[CUSTOMER][NEGATIVE] All of the bills, I mean, this group doesn't really change a whole lot.
[CUSTOMER][POSITIVE] So their billing is very consistent.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I'm going back, back, back, back, back here.
[CUSTOMER][NEUTRAL] And I paid invoices.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] When do they bill for February?
[AGENT][NEUTRAL] Uh, they were not billed for February. Um, February would have generated, uh, the 3rd weekend of January, um, and they for some reason were not. Let me see if I can.
[CUSTOMER][NEUTRAL] Do they build the month ahead?
[AGENT][NEUTRAL] Go and
[AGENT][NEUTRAL] Look somewhere else.
[CUSTOMER][NEUTRAL] So I can see a bill for [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And then they did not get another invoice until the end of February for March.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, so, I mean, I don't, I know this isn't your fault, but I feel like you have to notify people and be like, hey.
[CUSTOMER][NEGATIVE] We're back billing you for some, for our mistake.
[AGENT][NEUTRAL] Yeah, I mean, I understand, but I, I don't know the answer as to why the February invoice of [PII] never generated. Um, I'm looking back to see if I can find a note as far as far as like why the only thing I can think of is it was during their their renewal period, um.
[CUSTOMER][NEUTRAL] You know, I mean, that's just crazy to me.
[AGENT][NEGATIVE] And it just never generated.
[CUSTOMER][NEUTRAL] Well, yeah, I mean, listen, I will read to you.
[CUSTOMER][NEGATIVE] But every time I file a renewal, it takes weeks now for everybody's renewals. I mean, the last couple of years has been terrible.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it takes a long time, but
[CUSTOMER][NEUTRAL] Anyway, I will let her know and uh tell her where she can see the details. And I'm surprised she didn't notice that she didn't get billed.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Cause usually she would know that, but anyway. OK. All right. I will let her know and
[AGENT][NEUTRAL] And it'll show they get a um let's see, I think.
[AGENT][NEUTRAL] Let me look at one more little spot and um they also get paper invoices so it'll show on there that it's for one lines for [PII] and the others for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All [PII].
[CUSTOMER][NEUTRAL] So basically what happened is they sent them the January bill at the end of January instead of the February and the January bill at the end of January.
[AGENT][NEUTRAL] Um, let's see when the January was issued.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm guessing, but anyway, it doesn't matter.
[AGENT][NEUTRAL] January generated um at.
[AGENT][NEUTRAL] The OK, yeah, [PII] was um when the January invoice, so yeah, whenever that one got generated uh the system didn't generate the February invoice it was, it had to have been around the same time that a regular month invoice was to generate and it just didn't pick it up.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEGATIVE] And that could have just simply been a system error.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you for your help. I do appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. Have a great day.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a great day as well.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] OK