AccountId: 011433970860
ContactId: 1c4b5725-0de2-4eed-9309-00038249278c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 920460 ms
Total Talk Time (AGENT): 254830 ms
Total Talk Time (CUSTOMER): 294644 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/1c4b5725-0de2-4eed-9309-00038249278c_20250425T16:22_UTC.wav
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[AGENT][NEUTRAL] But a recipe for Augusta.
[CUSTOMER][NEUTRAL] All of 11 of the.
[AGENT][NEUTRAL] Maybe ingracia Houston University.
[CUSTOMER][NEUTRAL] dup group numbers.
[AGENT][NEUTRAL] I list a group number.
[CUSTOMER][NEUTRAL] OK, so this.
[CUSTOMER][NEUTRAL] OK, the group number is Penticinco, no and I say do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In direction I could have electronic.
[CUSTOMER][NEUTRAL] Certiento Lambra Plaza suit Dosa Crocero Cora Davos, Florida Yelfioreres Uno rescuatro.
[CUSTOMER][NEUTRAL] Yes, el correo mi correo user or el correo the user principal.
[AGENT][NEUTRAL] The user principal or just theta functionaria.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, yeah yeah.
[AGENT][NEUTRAL] He unumera telephone and caskela jamase connector.
[CUSTOMER][NEUTRAL] See Evaroserrero cinco cinco tosos rose.
[AGENT][NEUTRAL] Gracias. OK, number of the invoice operaquemes is.
[CUSTOMER][NEUTRAL] El parvoreogenaocho trenta quatro el correspondente mayo.
[AGENT][POSITIVE] OK, gracias.
[CUSTOMER][NEUTRAL] Uh and your policy number.
[AGENT][NEGATIVE] Mm no, no, I don't feel like that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What I normally
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] E N.
[CUSTOMER][NEUTRAL] Elro de la polio es entitres cuentare uno er uno Sandra Sierra.
[AGENT][NEUTRAL] Mjo Sandrafierro.
[CUSTOMER][NEUTRAL] C C S E A F O
[AGENT][NEUTRAL] Yeah, oh, got you. OK.
[AGENT][NEUTRAL] Oh, OK, so Uno.
[CUSTOMER][NEUTRAL] He plus and cover.
[AGENT][NEUTRAL] Uh-huh, uno majo and invoice the, OK, one moment.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] So yes your person ma margin.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes taco is Gabriel or or a pena centre and majo.
[CUSTOMER][NEUTRAL] Asia and Cora and Mara.
[AGENT][NEUTRAL] In Mao.
[CUSTOMER][NEUTRAL] OK, cargo or ama and an invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh, the bacteria.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the hemechiel the partamentose nosque no funerro isi funer or peril. OK, the permito moment laino.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For that's it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hi, so I'm well. How about yourself?
[AGENT][NEUTRAL] I'm good, I'm good, thank you. Um, I have a group in the line, it's a Spanish call, so I'm just gonna ask the question for her, um, but the group number is 259-62.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and she's calling because there is a member listed on the invoice twice and she wants to know if she needs to pay for her twice or can it be removed?
[CUSTOMER][NEUTRAL] OK, hold on a second, let me take a look.
[CUSTOMER][NEUTRAL] Sorry, it's taking a second to pull up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I don't know what the deal is why it's not loading.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Alright, let me just
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so, maybe because I haven't opened. Should I close them?
[CUSTOMER][NEUTRAL] Oh, no, I doubt that's what it is.
[AGENT][NEUTRAL] Yeah, OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Like the page isn't even like loading. It's just the strangest thing. Alright, let me see if this is it.
[AGENT][NEGATIVE] I mean today today the system is a little bit slower.
[AGENT][NEUTRAL] I've noticed that.
[CUSTOMER][NEUTRAL] Oh my word. OK, what's the last name?
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] Alright, so this looks like two different months. So it's April and May. Let me see why that is, probably because I just got started.
[AGENT][NEUTRAL] Yeah, but she, she's, um, she was, she was, uh, listed on that invoice for April, so she was, she's been paid for April.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It looks like it's a supplement bill, uh.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It's placed on Cobra.
[CUSTOMER][NEUTRAL] Policy change removed on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The last I've been here is in [PII] that they were placed on Cobra.
[CUSTOMER][NEGATIVE] I wish they would put in why they supplement bill.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] February
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't even know who did it, we.
[CUSTOMER][NEUTRAL] Well it's maybe it's not supplement. SB sub.
[CUSTOMER][NEUTRAL] The same thing happened back in [PII] and [PII].
[CUSTOMER][NEUTRAL] I, I truly don't know why this is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I, I checked and, yeah, but I didn't see anything either and I, I checked the notes but I didn't see nothing either, so I'm not sure.
[CUSTOMER][NEUTRAL] Oh wait, let me look at one more thing.
[AGENT][NEGATIVE] Because usually it's really easy. Oh, it's not in that bill, so it's in this one, this one is not.
[CUSTOMER][NEUTRAL] Oh wait a second here. Let's see December, January, it looks like.
[CUSTOMER][NEUTRAL] Um, let me see when that changes me.
[CUSTOMER][NEUTRAL] July
[CUSTOMER][NEUTRAL] OK, so it looks like, OK, so her coverage changed the daughter was removed from the policy and
[CUSTOMER][NEUTRAL] We are, uh, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, I'm still learning to read this the right way. I don't wanna give you the wrong information.
[AGENT][NEUTRAL] And you, it's OK.
[CUSTOMER][NEGATIVE] It looks like there was a month that we charged but weren't paid for coverage with the both of them and so they're um but if 2 months are paid, that's gonna bring her past.
[AGENT][NEUTRAL] So is she in the arrears?
[CUSTOMER][NEUTRAL] That's a supplement.
[AGENT][NEUTRAL] Because I know that I asked, um, I asked the employer and she said that she started COR on March, which I don't know if you see any changes there that may affect, but I went ahead and pull all the invoices since March till today, but I see that she was listed in all of them, so I'm not sure.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I mean she's paid to 51, which is.
[CUSTOMER][NEUTRAL] Like, let me go back up here.
[CUSTOMER][NEUTRAL] That's accurate with the rest of the group.
[CUSTOMER][NEUTRAL] I, I truly do not know.
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Why there's two charges there. It says one is from April and one is from May. We can, we can take it off and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So just have her to deducted. OK.
[CUSTOMER][NEUTRAL] Tell you what, I'll do that right now.
[CUSTOMER][NEUTRAL] I'll I'll do that right now and just let her know that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm doing it because it looks like she's.
[CUSTOMER][NEUTRAL] Current and it's a duplicate charge.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was paid last month, but if it shows back up again, it's probably.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know she might wanna call back.
[CUSTOMER][NEGATIVE] I feel like it looks like a duplicate charge.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] It, it looks like it because she, uh, based on the pay date date, yeah, uh, it looks like she's due for May, so yeah, it looks like you're right. So I'll go ahead and let her know that you're gonna, I mean that it's gonna be fixed so she can see it on her end, um, through the website and um and then if she, if it shows again, she can give us a call back again, but yeah, OK. I'll let her know.
[CUSTOMER][NEUTRAL] I actually
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, so I've got it saved so she should be able to see that now.
[AGENT][POSITIVE] OK dokey. OK, thank you so much. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Graciapelecuan see.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] OK, Lito Ala pantamento group billing remose cargo dupliccao um la polia esta paga as the final de Abril is um prosimmo pagos the Mao uno sore serra un duplical uh so yellosaco del coro so no i serrareibela ya el elina, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Then.
[CUSTOMER][NEUTRAL] No, I thought I said so. We'll check it out.
[AGENT][NEUTRAL] Then the gracia.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] No