AccountId: 011433970860
ContactId: 162e332e-2bc2-4cbc-8981-cfa07f91c80e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 674039 ms
Total Talk Time (AGENT): 160826 ms
Total Talk Time (CUSTOMER): 174596 ms
Interruptions: 5
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/162e332e-2bc2-4cbc-8981-cfa07f91c80e_20250306T16:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was trying to make a payment. Um, I work at Access Healthcare Services and I was trying to make the payment and it said there was an error and it told me to call customer service.
[AGENT][POSITIVE] OK, um, sure, I can assist you. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] OK. And do you have the group number?
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Uh, let's see, is it on the bill?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On the right side. Mhm.
[CUSTOMER][NEUTRAL] Uh, group number 246553.
[AGENT][NEUTRAL] 3. OK.
[AGENT][NEUTRAL] OK, um, and may I have uh the mailing address and your email address for verification?
[CUSTOMER][NEUTRAL] Uh, the mailing address is [PII].
[CUSTOMER][NEUTRAL] And I assume it's my email is because I take care of all this it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, that's correct. OK, so what um error message you're getting?
[CUSTOMER][NEGATIVE] It just says oops there's been an error looks like we're expecting technical difficulties. I didn't click anything because I didn't know if this payment went through or not. It says if you continue to experience issues, please contact customer service, and I, I didn't push anything because I didn't want to. I, I didn't know if this payment went through.
[AGENT][NEUTRAL] OK. And did it give you a confirmation number or no?
[CUSTOMER][NEUTRAL] Can you tell if it was?
[CUSTOMER][NEGATIVE] No, this, this error come up and I've never had that before.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so more than likely it didn't. When it does, uh, it usually gives you a confirmation number or it gives you like a, you know, a notification that it went through.
[CUSTOMER][NEUTRAL] So I can just push OK and try to do this again.
[AGENT][NEUTRAL] Um, let me check and see if there's another way to find if the payment went through or not, but it doesn't seem like it did, um, because it usually gives you a confirmation number. So let me go ahead and check and see if I I can get more information about this, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. No, go ahead.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. Um, I have a situation that I'm not sure if you can help me, but I asked, uh, [PII] and she told me to call here. Um, but I have a group, group number 24653.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Access Health Services.
[AGENT][NEUTRAL] Uh-huh. Yeah, I got Miss [PII] on the line, but she was on the OSC uh making the payment, and she said she got an error and she don't know if it went through or not, but she don't want to make a double payment.
[CUSTOMER][NEUTRAL] Well she wouldn't be able to make a double payment on the online service center anyway um let me look.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, there's once you submit, yeah, it's submitted and it's submitted to be scheduled for tomorrow.
[AGENT][NEUTRAL] So it was submitted, so it did go through.
[CUSTOMER][NEUTRAL] Yeah, and I, and, and all she would have to do is just refresh your screen or log out and log back in and she'll be able to see that but yeah on the online service center there's not a there's not any way to submit like a double payment, yeah.
[AGENT][NEUTRAL] That you don't have to
[AGENT][POSITIVE] Got you. OK, OK, that's good to know for us.
[AGENT][POSITIVE] OK. All right, well, thank you so much. Have a good day. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] You're welcome. You too. Bye.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so I checked with the group billing department and they say that um they can see the payment there, so it is scheduled to be coming out tomorrow and she said that uh if you get this message again in the future, just refresh your system and you should be able to see uh and there's no way to send a double payment because it will not allow you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I can push OK on here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where it's telling me there's a, so.
[CUSTOMER][NEUTRAL] Will it give me a confirmation?
[AGENT][NEUTRAL] When you open your invoice, you will see the schedule for tomorrow. That's what she said. Do you want to go in and check on that to see if you see it?
[CUSTOMER][NEUTRAL] Yeah, hang on a second, let me look.
[AGENT][NEUTRAL] OK, go ahead. Mhm. Sure.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Submitted date [PII] and schedule date [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you so much. I just, I did not want to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEGATIVE] I didn't want to pay that twice.
[AGENT][POSITIVE] I understand, I understand. That's exactly what I told them. I'm like, she don't want to do a double payment. Yes.
[CUSTOMER][NEUTRAL] Because that, that has happened before.
[CUSTOMER][NEUTRAL] Right, right, that's happened before and I'm like, oh my gosh, I didn't even know that that's why I just stopped. I said, well.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'll call somebody. Somebody should say that.
[AGENT][POSITIVE] OK, yeah, but we're able to see it. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] No, I think that's it. Thank you.
[AGENT][POSITIVE] Yeah, OK. Well, thank you for calling APL. You're welcome. Have a good day, Ms. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] All right you too bye.