AccountId: 011433970860
ContactId: 297e4f4a-78a7-4966-b7c6-c4c74ba20c03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 658039 ms
Total Talk Time (AGENT): 181063 ms
Total Talk Time (CUSTOMER): 135751 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/297e4f4a-78a7-4966-b7c6-c4c74ba20c03_20250625T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Good, what's up?
[CUSTOMER][NEUTRAL] I've got a uh group admin on the line uh wanting to discuss an invoice. Uh she said she believes that she's being charged twice.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] It is 26892.
[AGENT][NEUTRAL] Alright, and who do we have on the line?
[CUSTOMER][NEUTRAL] We're speaking with [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have the invoice number as well.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] Alright, let's hold on hold on.
[AGENT][NEUTRAL] 26892.
[AGENT][NEUTRAL] OK, what's the invoice number?
[CUSTOMER][NEUTRAL] It is 639-387-8.
[AGENT][NEUTRAL] OK, um, it's probably because they didn't pay for June, um, especially if she's a new activation, but I can talk to her.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I understand that you are calling uh regarding your July invoice um because it's showing um [PII] twice, correct?
[CUSTOMER][NEUTRAL] but.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] March, April
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] So looks like it's charging twice because we didn't receive a payment for June.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That one.
[CUSTOMER][NEUTRAL] Well, I mean, yeah, no, I just paid those unfortunately I guess there was something.
[CUSTOMER][NEUTRAL] Redone to your website and I wasn't able to log in so May and June is paid, but I still paid on June. I'm still on there for the 61 for the 6134, so we, we altered my insurance but I shouldn't have to pay.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] 2 times in one month.
[AGENT][NEUTRAL] We have, we received a payment of going back to January, February, March, and April, and then we haven't received the payment for May, but I'm checking.
[CUSTOMER][NEUTRAL] I just like again.
[CUSTOMER][NEUTRAL] Yeah, I just did that maybe 5-10 minutes ago because I wasn't able to log in.
[AGENT][NEUTRAL] OK. OK. That's fine.
[CUSTOMER][NEUTRAL] So a couple of minutes ago I just did the May and the June.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But again, you know, I'm on all of those so I don't understand why I'm on this one twice.
[AGENT][NEUTRAL] If you just paid your May and June, then it would show on the July um because it just generated like it because since you paid after the July invoice generated because July invoice generated on the [PII] so if you just paid for May and June, then it would still show that um because it's showing that by the time that July was generated we didn't have to pay.
[CUSTOMER][NEUTRAL] OK, but again I'm on there twice nobody else is.
[CUSTOMER][NEGATIVE] That appears to me an error. I can only be a policy number and one person.
[CUSTOMER][NEUTRAL] Once on a bill.
[AGENT][NEUTRAL] Yeah, I'm looking at it to see.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] 892
[AGENT][NEUTRAL] OK, so we have 6134.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so we'll get this tomorrow and then June, did you want your new plan that's the 177.96? Is that supposed to start in June or in July?
[CUSTOMER][NEUTRAL] Um, well, the boys were covered through June, so it should have started July.
[AGENT][NEUTRAL] OK, so then that's
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So in June, you just paid 6134.
[AGENT][NEUTRAL] Um, customer service has sent to start on [PII], which is correct.
[AGENT][NEUTRAL] Why is there?
[AGENT][NEUTRAL] 26892.
[AGENT][NEUTRAL] I
[AGENT][NEGATIVE] I think they go the wrong amount to.
[AGENT][NEUTRAL] on our.
[AGENT][NEUTRAL] Yeah Jaw.
[AGENT][NEUTRAL] 45
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, they have a dream on here twice, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you just pay that, so that'll show up tomorrow, so then we'll have May, June, and then July should just be the 17796 1 time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] see if I can
[AGENT][POSITIVE] Thank you um.
[CUSTOMER][NEUTRAL] No, what do you need?
[CUSTOMER][POSITIVE] Oh no, but this place looks good too, and it's affordable.
[CUSTOMER][NEUTRAL] So you may wanna check it out. They give a.
[CUSTOMER][NEUTRAL] But probably
[CUSTOMER][POSITIVE] It's giving you a free trial for a week. Go work out free for a week if you like it.
[CUSTOMER][NEUTRAL] You know what I mean?
[CUSTOMER][NEUTRAL] Yes and then uh.
[CUSTOMER][NEUTRAL] Let's see, I thought they had pictures.
[CUSTOMER][POSITIVE] I mean definitely check it out.
[AGENT][NEUTRAL] OK, are you logged into the online service center now?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, can you refresh it and see if um it processed, uh, I just removed that and put a note and can you, I just want to make sure you can see it, the new total.
[CUSTOMER][POSITIVE] Alright, I appreciate it, [PII]. Let me just check it out real quick. Yeah, it's automatically it changed the price definitely changed.
[AGENT][POSITIVE] OK good.
[AGENT][NEUTRAL] Alright, so let's see, let me make sure.
[CUSTOMER][NEUTRAL] Yep, and it does say double charge rate starts 7125 yep so I see the 177.96 off of there.
[AGENT][NEUTRAL] OK good and um I apologize that um they had that on there twice um but.
[AGENT][NEUTRAL] Uh, we got that removed. So is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That would be it. Thank you so very much. I appreciate it.
[AGENT][POSITIVE] Yeah, no problem. It's a pleasure assisting you. I hope you have a great rest of your week.
[CUSTOMER][POSITIVE] You do the same. Thank you.
[AGENT][NEUTRAL] Bye.