AccountId: 011433970860
ContactId: 2129410c-ed99-4120-bcd3-ad4bca9c7062
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 864919 ms
Total Talk Time (AGENT): 438929 ms
Total Talk Time (CUSTOMER): 288195 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/2129410c-ed99-4120-bcd3-ad4bca9c7062_20250620T19:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] on the care team. I was gonna see if you could help me look at this. Um, there's a discrepancy one of our groups, she said when she goes to pay the invoice, the dollar amount shows 1, and then when she goes to pay it, it changes the dollar amount. So I wondered if you could look at it for me.
[AGENT][NEUTRAL] I can help you.
[AGENT][NEUTRAL] All right, what is that group number, dear?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, group number is 20691.
[AGENT][NEUTRAL] 20691. All right. Let me pull that up real quick.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I can't see the dollar amount. I can, I'm in GRMAI and I can't see the dollar amounts populated, so I don't know.
[AGENT][NEUTRAL] Oh, it's not, it's not gonna populate on that, so.
[CUSTOMER][NEGATIVE] Oh, it's not OK.
[AGENT][NEUTRAL] No, um.
[AGENT][NEUTRAL] Uh, hold on, I do apologize.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the bookkeeper on the line? Is that what you're saying?
[CUSTOMER][NEUTRAL] Yeah, I've got [PII], she's on on the line, um.
[CUSTOMER][POSITIVE] I don't know if you can help her or if it's something simple I can explain to her I'm happy to happy to explain it to her.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, I know, I know, and I appreciate that. um, let's see how in depth it's gonna be and I hate to really keep her on the line and that's for Thornton Construction.
[CUSTOMER][NEUTRAL] It is. I'm talking to [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and she's wanting to pay which invoice or which invoices she's trying to pay.
[CUSTOMER][NEUTRAL] Well she's trying to pay. She said on the portal it it shows 5,37787, but what then she clicks to pay it and the dollar amount changes to $5000.
[AGENT][NEUTRAL] I got it. Uh, you can let um.
[CUSTOMER][NEUTRAL] 5:15.
[AGENT][NEUTRAL] You can send her on what it is is there was a balance that was added that we did not receive in January, um, on [PII], so they, they billed for him.
[AGENT][NEUTRAL] For his January premium, uh-huh, for [PII].
[CUSTOMER][NEUTRAL] OK, for employee [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] That's what it is, but I mean if you want to you can send her on and I can help her. That's not a problem.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think she'll, I mean, I think she'll understand is there is there a note in here that I can see?
[AGENT][NEUTRAL] Uh, it's gonna be on the online service center. Um, I don't know if y'all still have access to the, um, old one.
[AGENT][NEUTRAL] Um, so, um, just send her on that way, better safe than sorry, um, and you said you got Alexa and what's a good callback number?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got Alexa.
[CUSTOMER][NEUTRAL] Uh, her callback number, let's see what she gave me. How do I write it all these sticky notes. I need a better system. Oh, goodness gracious, what do I do with it? I'm so sorry. It's not the number that's on the screen. It's a different number she gave me. I'm sorry. I can't find it. I have too many sticky.
[AGENT][NEUTRAL] Oh it's OK.
[AGENT][NEUTRAL] Uh, hey, I get it. I get it. When we got too many pokers in the fire. I don't know how y'all do it. Um, is it the number that's in the system?
[CUSTOMER][NEUTRAL] Of
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Uh, let's see, it's a 77 something number.
[CUSTOMER][NEUTRAL] Let's see through, no, she gave me, I think she gave me a different area code, but it's [PII], and I verified the address, um, of the group and the email address. So I've got those things verified, um, and will you repeat your name? I'm sorry, I missed your name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let, I'm gonna, um, I'm gonna introduce you and then I'll release the call, OK?
[AGENT][POSITIVE] OK, love, thank you.
[CUSTOMER][POSITIVE] Thank you so much for your help appreciate you have a good weekend.
[AGENT][POSITIVE] Oh, you're so welcome. No problem. You too.
[CUSTOMER][NEUTRAL] OK, [PII], I've got from our billing department on the line. She's gonna help you with that, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi [PII], um, this is [PII] in group billing. Excuse me, um, can you verify a good call back number for you just in case?
[CUSTOMER][NEUTRAL] Yes, um, it'll be [PII].
[AGENT][NEUTRAL] All right, thank you so much for verifying that. OK, so [PII] said that you are trying to pay your invoice online and that every time you go to submit it, it's a different amount.
[AGENT][NEUTRAL] Then what the bill amount is? OK, I can help you with that. OK, so what happened was that, um,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] The balance that we have here for the uh if you'll go online and you see you pull up that invoice if you'll look on there and you'll see [PII] showing and it's got an extra 107 28 added this is for his uh the difference in premium that uh for January.
[AGENT][NEGATIVE] That premium was missed.
[CUSTOMER][NEUTRAL] So these were
[CUSTOMER][NEUTRAL] Oh, OK, so this was um an adjustment that was made in January and it was just missed on your end to add it in the in the January invoice?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. So that.
[CUSTOMER][NEUTRAL] OK, so now you guys are adding it to the May, but how come it's not reflecting on the invoice?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It, it doesn't, this is something any adjustments that we make, um, for, for at this moment now they've been working on it where it would automatically put the credits on there but at the time at this time it's not working I mean they haven't got that.
[AGENT][NEUTRAL] To do yet, so we have to manually add it. So it does take us a minute sometimes to catch it and I do apologize for that, but that's what that is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we have to manually adjust it.
[CUSTOMER][NEUTRAL] OK, and is
[CUSTOMER][NEUTRAL] And there's no way that um you can send an updated invoice including that amount because um for for you know accounting purposes when this is routed in the system you know I need I need something um to reflect as to you know why was the amount taken out of the bank not reflecting the same amount that is in our system.
[AGENT][POSITIVE] Absolutely, I understand.
[CUSTOMER][NEUTRAL] Because I, you know, this invoice is already in our system at 5,377, so you know now with the amount, the, the new amount due is 5,485, it's not gonna match our records, so you know it's, I need like something document to, you know.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Now what I can do is I can send you a copy of the adjusted invoice if that will help that's the only thing that I know to do.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, that that that would help.
[AGENT][NEUTRAL] And it would say on there that it was the January, it'll all say January balance due right beside [PII]'s name.
[CUSTOMER][NEUTRAL] OK, yeah, that.
[CUSTOMER][POSITIVE] Yeah, that can help.
[AGENT][NEUTRAL] OK. I can do that for you, [PII]. Um, and let me double check and make sure. So the email address that I'm gonna be sending it to would be accounting at [PII].
[CUSTOMER][POSITIVE] Accounting correct.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]. I can do that. So if you'll give me a few minutes, so to get this done.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] and let me send that to you then um and it's gonna be coming from what they call the care team.
[AGENT][NEUTRAL] So you'll know.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, is there anything else, [PII] that I can help you with today?
[CUSTOMER][POSITIVE] No, no, that was all. I just needed, um, you know, a little bit of clarification as to why the amounts weren't matching and you, you've, you resolved my question.
[AGENT][NEUTRAL] I understand.
[AGENT][POSITIVE] Well, awesome. I'm glad I was able to help you with that. Um,
[AGENT][NEUTRAL] Hold on just a moment. Let me make sure I can pull this up before I get you off the phone.
[AGENT][NEUTRAL] My screen's starting to black out, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And I do apologize. Like I said, they're trying to work on that to where the pre um, it would automatically adjust.
[CUSTOMER][NEUTRAL] No, it's OK, yeah, I noticed that there's, yeah, there's um some changes to the portal and the website and everything.
[AGENT][MIXED] Yeah, but don't you like it? The format?
[CUSTOMER][POSITIVE] Yeah, it's, it's, it's new. Yeah, it's, it looks cool.
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] It does. I, I, I, I, me personally like it, but once we get all that done and hopefully, eventually, we'll be able to manually, I mean, instead of us manually adjusting it, it'll automatically adjust, so that would be great.
[AGENT][NEUTRAL] So that we will get this, OK.
[CUSTOMER][POSITIVE] Yeah, it's just it's it's new so with time I'm sure everything will get settled.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yes, ma'am. Uh, let's see.
[AGENT][NEUTRAL] And this is group 20691.
[AGENT][NEUTRAL] What?
[AGENT][MIXED] And I'm, I hate to keep you on hold, but I wanna keep you, I wanna make sure that you get what you need before.
[CUSTOMER][NEUTRAL] Of course, no, it's OK.
[CUSTOMER][POSITIVE] It's OK, I appreciate your help.
[AGENT][POSITIVE] Oh no problem that's what we're here for, um.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Here we go. So that is the May invoice.
[AGENT][NEUTRAL] That way you can let me know if this is what you need.
[AGENT][POSITIVE] And if it will help even more.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and this is the.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well, I thought I had your email address in here. Hold on just that might help to send it.
[AGENT][NEGATIVE] It's not gonna go anywhere if I don't.
[AGENT][NEUTRAL] OK. Let's see. And
[AGENT][POSITIVE] All right, I have sent it, so let me know if that's what you need and if that will help you.
[AGENT][POSITIVE] But that's the only other thing that I know to do. I'm sorry.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] No, it's OK it's just I need I anything would, you know, just in writing.
[AGENT][NEUTRAL] Right, right. I understand. I understand.
[CUSTOMER][NEGATIVE] OK, I haven't received it. Let me close my emails and opening them again because sometimes they just wanna be so slow.
[AGENT][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] Hence the reason why I said let's, let's, let's make sure you get it first.
[CUSTOMER][NEUTRAL] Let me check the junk. OK, nothing else came in in junk.
[CUSTOMER][NEUTRAL] And you send it to the accounting at Thornton Inc. right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's coming, like I said, it's come from the.
[CUSTOMER][NEUTRAL] It came in from [PII].
[AGENT][NEUTRAL] Yes, it's supposed coming and that's that's fine.
[AGENT][NEUTRAL] Either way, it's gonna, as long as you got it.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 12
[AGENT][POSITIVE] And it's gonna be the very first entry, awesome.
[CUSTOMER][POSITIVE] Oh perfect. OK, yes I see it I see it right there. Awesome perfect thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that, that would be all.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful weekend, OK?
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] All right, bye bye.