AccountId: 011433970860
ContactId: 1bcb4db9-e377-4aba-a059-357b718781f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315829 ms
Total Talk Time (AGENT): 173142 ms
Total Talk Time (CUSTOMER): 96071 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/1bcb4db9-e377-4aba-a059-357b718781f6_20250129T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um [PII] on the phone. He is with group 26725.
[CUSTOMER][NEUTRAL] And he has some questions about some invoices he believes he has 2 that are open and one that is paid, but he has some questions about those. He verified his po I'm sorry he verified his group and he is the contact person and the number he's calling from is the correct number to call him back on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright, thank you [PII] I've got them pulled up and I'll help him with this invoice mhm.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] Well, just wonderful. How about yourself?
[AGENT][POSITIVE] Good, I'm doing well thank you um so I've got your group pulled up heal Behavioral Health, and I understand that you have some questions about your invoices, is that right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, do I have 2 open invoices?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes sir, you have December and January.
[CUSTOMER][NEUTRAL] OK, and when, when are my invoices due?
[AGENT][NEUTRAL] So they're typically due on the [PII] of the month, um, so let me see how your group bills, yes sir, let me see how your group bills real quick, let's see.
[CUSTOMER][NEUTRAL] The [PII] of the month.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so your group, um, currently pay uh bills in arrears, so that means your January invoice just generated at the end of this month I believe it was this past week. Let me check the date real quick.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I can get it to come up.
[AGENT][NEUTRAL] OK, yes sir, your January invoice just generated on the [PII], so January's invoice will be due on [PII].
[CUSTOMER][NEUTRAL] OK, so what I do is.
[AGENT][NEUTRAL] And December's invoice was due on the [PII] mhm.
[CUSTOMER][NEUTRAL] So what I do is I go in I click that invoice and then I click submit invoice.
[AGENT][NEUTRAL] Yes sir mhm and then you should be able to um.
[CUSTOMER][NEUTRAL] One time
[AGENT][NEUTRAL] Yes, one time payment mhm and you can select the day you wanna make your payment.
[CUSTOMER][NEUTRAL] We'll do it for tomorrow.
[CUSTOMER][NEUTRAL] In submit.
[CUSTOMER][NEUTRAL] I already have a bank account in there correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, I think that one's going. Let me make sure.
[CUSTOMER][NEUTRAL] OK, payment submitted, done.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, now let me go to this one.
[AGENT][NEUTRAL] OK, and I just can confirm for you I do see January submitted.
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] And I'm just gonna do the summers right now too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Doing for the same thing.
[CUSTOMER][NEUTRAL] So we should be paid in full.
[AGENT][NEUTRAL] OK, yes sir, once you get those paid um you should be set, um, and your February invoice will not generate until the end of February. Let me see and I, I can get you the date that those will be available.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So the February invoice for your group will be available on [PII] so you should get an email let me see we have.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], yes, so an email will go to her. Um, we can, we do have to have a request in writing to update that information but I can give you our care team um email address if you can just send a request over to update that information, um, then we can change that and then you know uh an email typically goes out each time a new invoice is ready so.
[CUSTOMER][NEUTRAL] Can we change that?
[CUSTOMER][NEUTRAL] Care email. OK, go ahead.
[AGENT][NEUTRAL] OK, it is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it alright thank you so much.
[AGENT][NEUTRAL] OK, no problem, and just include your group number, the 26725, and then if you'll just request for us to update the email address and then just include the email address you want, um, on the group account and we'll get that updated for you and we'll send you a confirmation. It is 26725.
[CUSTOMER][NEUTRAL] What was the good number again?
[CUSTOMER][NEUTRAL] 67
[CUSTOMER][POSITIVE] 25. Perfect. Thank you.
[AGENT][NEUTRAL] Mhm. OK, no problem. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Not at all. You're the best.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.