AccountId: 011433970860
ContactId: 2fecb02f-233e-4d7f-bea6-6f94cbfa2cd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518467 ms
Total Talk Time (AGENT): 160803 ms
Total Talk Time (CUSTOMER): 228612 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/2fecb02f-233e-4d7f-bea6-6f94cbfa2cd1_20250516T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing alright thank you. I've got a group admin on the line who said that they usually do um a bit of overpayments on each of their invoices um due to just rounding and she wanted to see how much of that like how much access they have with them overpaying.
[AGENT][NEUTRAL] Uh, what's the group number?
[CUSTOMER][NEUTRAL] That is 26142.
[AGENT][NEUTRAL] 26142 0 come on now.
[AGENT][NEUTRAL] And 142.
[AGENT][NEUTRAL] 2, and who's on the phone?
[CUSTOMER][NEUTRAL] Uh, [PII], it is the uh contact we have.
[AGENT][NEUTRAL] City of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm I don't see any overpayment. Let me see.
[AGENT][NEUTRAL] Um, OK, you can send her to me, but there we don't have any overpayment for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, OK, thank you, bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. My name is [PII]. I'm with the City of [PII] and I'm not sure what you are familiar with with what I'm calling in regards to, so I'll just outline it, uh, group number 26142, um, every month it seems like we've been paying a little bit extra due to just some rounding that's typical.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, but I'm just trying to get a feel of what is the current overage on our account balance.
[AGENT][NEUTRAL] Um, OK, uh, so I'm looking at it and, um, anything under $1 we don't document as an overpayment for a group, so it just, um, it goes into the system as like an overinsured.
[AGENT][NEUTRAL] So there's not an overpayment.
[CUSTOMER][NEUTRAL] OK, it's like I'm looking at the.
[CUSTOMER][NEUTRAL] Invoice 38 I'm 385843.
[AGENT][NEUTRAL] Yeah, the 59 cents.
[CUSTOMER][NEUTRAL] I see overpayment of 59 cents.
[AGENT][NEUTRAL] Yeah, so that doesn't get documented in the system. It just goes into an over in short, anything under $1.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so there are a couple invoices where there are a little bit more than that, mm.
[CUSTOMER][NEUTRAL] One that's like 9:34 and one that's 10:27.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] So then I show maybe like an overpayment in our account of like 1961.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just wanna confirm if that's correct.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] 1961. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and, and due to some corrections it looks like that ours just kind of is short this time around of like $14 so if I submit the invoice.
[CUSTOMER][NEUTRAL] That is um a bit short versus what you guys are receiving um that overpayment that credit that's in the account will just apply to it.
[AGENT][NEUTRAL] Yeah, just make sure it's documented on the invoice.
[CUSTOMER][NEUTRAL] Um, by adding a line item that just says.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Um, just
[CUSTOMER][NEUTRAL] What do you want me just have it say?
[AGENT][NEUTRAL] Um, it can just simply say, um, whatever the amount is the 14 and some change, whatever that is, um, you can put shortage, um.
[AGENT][NEUTRAL] And then, uh, like a dash and say, um.
[AGENT][NEUTRAL] Yo, let me, let me, let me think, um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Or put short 14 and whatever the change is and then um you can put out beside it um take from March February and March overpayments.
[CUSTOMER][NEUTRAL] March over OK and part of the problem that's causing this is um you guys issued a refund check for a lapse in coverage for [PII] that should not have been issued, um, so I've added her coverage back on because it is reflective, but of course the invoice doesn't reflect that.
[CUSTOMER][NEUTRAL] Um, so I, you know, I don't, the check is obviously already been received and processed, so by adding it back to the invoice that does help some, um, but.
[CUSTOMER][NEGATIVE] That that refund check should not have been issued.
[AGENT][NEUTRAL] Um, let me look at that.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Come on computer.
[CUSTOMER][NEUTRAL] So it looks like the invoice.
[AGENT][NEGATIVE] That's not what I wanted.
[CUSTOMER][NEUTRAL] More
[AGENT][NEUTRAL] Deer.
[CUSTOMER][NEUTRAL] Oh, actually it looks like the invoice is more than what we need to pay.
[CUSTOMER][NEUTRAL] OK, so the invoice is actually more than we need to pay, not less.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] 5908.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Of and.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I want let's see.
[AGENT][NEUTRAL] OK, alright, there's that. Alright, let me make sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, yes, uh, the, the De Mayer, yeah, yeah, we've got that one figured out the squared away, and I have the total for that invoice is 52 38 5 cents.
[CUSTOMER][NEUTRAL] Yes, that one is for.
[CUSTOMER][NEUTRAL] Correct, and you guys probably have received like $5,137.72.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's probably what you've received.
[CUSTOMER][NEGATIVE] So far.
[AGENT][NEGATIVE] I don't see that we've received anything for May.
[CUSTOMER][NEUTRAL] So then the [PII], I.
[CUSTOMER][NEUTRAL] Well, and that's maybe it's it's paid through our payroll software, um, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I'm submitting that invoice for 5238, but part of the problem is that refund for [PII] we've already collected from her for.
[CUSTOMER][NEUTRAL] April and May um and so we've sent those funds.
[CUSTOMER][NEUTRAL] So I've just added that policy amount back in um and then we have an issue with an FMLA person but we'll handle that.
[CUSTOMER][NEUTRAL] So it looks like all said and done everything that the invoice.
[CUSTOMER][NEUTRAL] Should be is about 52 23 82.
[CUSTOMER][POSITIVE] So it's actually $14 more, so it's actually gonna add to the overpayment.
[CUSTOMER][NEUTRAL] That's not gonna detract from it. It's gonna add to it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, alright, so I've got that added in for [PII].
[CUSTOMER][NEUTRAL] Back to the invoice so that should all work out all right I'm gonna submit the invoice as is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you much. I appreciate your time.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that will be all.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks.