AccountId: 011433970860
ContactId: 33ca6f82-b35f-484d-8143-42de044a9e92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 529409 ms
Total Talk Time (AGENT): 158917 ms
Total Talk Time (CUSTOMER): 295091 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/33ca6f82-b35f-484d-8143-42de044a9e92_20250213T16:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, good morning. I have a question regarding um my current billing.
[CUSTOMER][POSITIVE] What can I give you my group number perhaps so you can take a look and perhaps help me uh to get some of the answers.
[AGENT][NEUTRAL] OK, yes, sir. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what's that group number, please?
[CUSTOMER][NEUTRAL] The group num yeah the group number is 24891.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you so much, give me one moment.
[AGENT][NEUTRAL] OK, and verify the group name and mailing address.
[CUSTOMER][NEUTRAL] Yep, uh, the group name is Agro Holdings Inc. and the main address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And don't give me a moment.
[AGENT][NEUTRAL] Excuse me, I'm sorry for clearing my throat in your ear.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It is the season for sickness for sure. Give me one moment.
[CUSTOMER][NEUTRAL] Oh, tell me about it, yeah, yeah, yeah, I.
[CUSTOMER][NEGATIVE] And it takes so long sometimes to just get over the actual, like I've been coughing for, I don't know, over 2 weeks that it just doesn't wanna go away.
[AGENT][POSITIVE] Yeah, yeah. It stays, I don't know, it just, it seems like it stays for a long time, for sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And how can I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, I just wanna check something really quick. So, uh, the current invoice that we have, uh, I'm actually looking at the website which is where I get the invoice from, um, it's dated, uh, you know, [PII], and it should be for I guess that period, but the prior invoice to this invoice it will is it was for, oh well it was dated at least December.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm not sure what happened to January or if because of, I, I suppose, um, the renewal that took place in January, perhaps.
[CUSTOMER][NEUTRAL] Delay the payment so the the the invoice that is dated [PII].
[CUSTOMER][NEUTRAL] Should really be dated January.
[AGENT][NEUTRAL] Uh, what's the invoice number you are you showing?
[CUSTOMER][NEUTRAL] 638-027-5
[AGENT][NEUTRAL] OK, that's the one I'm showing for February.
[CUSTOMER][NEUTRAL] Correct, so the prior invoice is 637-5228.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, that must have been.
[AGENT][NEUTRAL] December.
[CUSTOMER][NEUTRAL] Right, so, generally speaking, uh, I wanna say that obviously all the billing is really basically they are prepayments, so essentially I guess that would mean that the December invoice is really for coverage for January.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But then again,
[CUSTOMER][NEUTRAL] I suppose there should be one for January.
[AGENT][NEUTRAL] Uh, it should be one for January. So you have not received that one or it's not showing on the OSC?
[CUSTOMER][NEUTRAL] It's not on the website, so and I don't have unless you see something different because they then I mean can you see all our billing?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so do you see, do you have one invoice dated January?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not available online because again the only one that is there open invoice is the one that I did mention which is the one for February and the only one prior to that one.
[AGENT][NEUTRAL] It was for December
[CUSTOMER][NEUTRAL] It's the 637-5228.
[AGENT][NEUTRAL] OK, yeah, that's December. OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] And if there's something in between that you see, I don't have it and it's not on the website.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And again, this change, I mean, it's typically normal because obviously, again, it was the renewal, so a lot of people changes their, you know, coverage. So I, I, like I said.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just don't see anything, so and I don't know if there's one, if you have one or um.
[AGENT][NEUTRAL] Um, I do see one for January. Do you want me to email that to you? Or I can give you that invoice number if you need it.
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] No, I mean, I don't have it, so yeah, I definitely need to get it, but also more importantly is that it needs to be can you try to check why it's not up on the uh online portal because that's how the payments are processed and it's not there.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I was
[CUSTOMER][NEUTRAL] But I do need to get it regardless so I can properly book it anyway.
[AGENT][NEUTRAL] Oh no, I understand. um.
[AGENT][NEUTRAL] Let me, I might, well, I'll have to check with our IT department, um, see what's going on with the OSC.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Yeah, cause it should be in there. Um.
[AGENT][NEUTRAL] And what's your email address, Mr. [PII]?
[CUSTOMER][NEUTRAL] It's uh [PII], my last name [PII], so that's [PII]. So that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not sure why it would not be on there if it shows December and February, why January it's not on there, but um.
[CUSTOMER][NEUTRAL] Oh, I mean, every, uh, I mean there is a month invoice every month, so again I just figured because of the again update of, you know, coverage benefits for everybody again I I mean I don't know if perhaps that's the reason because it has to be adjusted or what not but typically the adjustment, whatever adjustments are usually being reflected on a later bill.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I'm not sure what prompt this invoice not to be here.
[CUSTOMER][NEGATIVE] But it's not.
[AGENT][NEUTRAL] OK. Well, I'll email that uh invoice to you, but I'll get with um someone in our IT to see what's going on as far as it not showing on the online service center.
[CUSTOMER][NEUTRAL] OK, are you sending me this from your email like if I have any questions anyway and I don't see that invoice on the website, do I need to call back or uh can I just email you back?
[AGENT][NEUTRAL] Um, either way, you can give us a call back or email, it's fine.
[AGENT][NEUTRAL] And the email address will be at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you check one more, uh, thing for me? Could, could you tell me who the contact person is? Or can you rather verify because I'm not sure if the HR person is, uh, actually getting this, uh, which is will be [PII], that's, um, that's her name.
[CUSTOMER][NEUTRAL] And I'm not sure again if she's listed and I don't think she received that invoice either.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, she's the one I show as the contact person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, I'll send a request to have them look at that and see why it's not on there, if the other ones are.
[AGENT][NEUTRAL] But I'll email this to you in a few moments. Um, is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] That's fine. So if I can just get that invoice and like I said just please do follow up because I'm not gonna be able to process the payment if it's not, you know, uploaded to, to, to your website, so.
[AGENT][NEUTRAL] OK. January.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] 891. OK. um I will send this off in a few moments, but yes, sir, I'll get that taken care of.
[AGENT][POSITIVE] And I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, it's OK, thank you very much for your help.
[AGENT][POSITIVE] Uh, yes, sir. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Speak soon bye bye.
[AGENT][NEUTRAL] Bye.