AccountId: 011433970860
ContactId: 3ac23d5d-7435-4c54-9ebf-7aa593b5a562
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485019 ms
Total Talk Time (AGENT): 144929 ms
Total Talk Time (CUSTOMER): 191230 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/3ac23d5d-7435-4c54-9ebf-7aa593b5a562_20250325T17:18_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, so my name is [PII] and I'm calling you from Masters Medical Inc and I need to see if you can help me with um a billing that we have and it's not squaring away with my numbers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, our group number is 19698.
[AGENT][NEUTRAL] I'm sorry, that was 19698.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and I need to verify the mailing address and the email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. And how may I assist you with this group?
[CUSTOMER][NEUTRAL] OK, the thing is in January I received an invoice.
[CUSTOMER][NEUTRAL] OK, with an amount bill of 2,03799 and it said amount due 1,33489 because we had some credits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of $703 however, we sent the payment for the 203799.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you see that in your records?
[AGENT][NEUTRAL] Let me check the history, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm waiting on the information to pull up, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm so sorry it's taking a little bit to pull up for some reason.
[AGENT][NEUTRAL] OK, so the January.
[AGENT][NEUTRAL] 3799, um, yeah, it was uh fully paid on the process date [PII]. Mhm.
[CUSTOMER][NEUTRAL] Yeah, but we paid the $2,03799 so we should have had a credit of $700.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I'll have to for credits I will have to get the billing department involved because we don't see the credits we can only see the history of the payments um but if there's any credit we're not able to see that um but are you seeing a discrepancy on the February? Is that what you're calling about that credit?
[CUSTOMER][NEUTRAL] But then on my
[CUSTOMER][NEUTRAL] Yeah, because on February we pay the entire amount and in March we paid the entire amount as well, so I don't see any credit of the $700 of the overpayment we did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, let me go ahead and and get somebody in the group billing department for that um credit that you're trying to look for, and that was $703 correct?
[CUSTOMER][NEUTRAL] $703.10.
[AGENT][NEUTRAL] And 10 cents. OK. All right, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. How are you? This is [PII].
[CUSTOMER][NEUTRAL] I'm doing fine, so how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a, a group in the line that she said that she, she's looking for a credit that she cannot see, um, and, um, so she needs help with that credit.
[CUSTOMER][NEUTRAL] What's that group number please?
[AGENT][NEUTRAL] It's 19698.
[CUSTOMER][NEUTRAL] 19698 and who do you have on the phone?
[AGENT][NEUTRAL] I got Mr. [PII] on the line.
[AGENT][NEUTRAL] And she's talking about the January.
[CUSTOMER][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] [PII], yes. Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And she's talking about the January invoice.
[CUSTOMER][NEUTRAL] OK, um, and what's a good call back number for, uh, [PII]?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the credit
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yes, that is correct. Uh, the amount of the credit she said that's supposed to be is 703 with 10 cents.
[CUSTOMER][NEUTRAL] 703 10.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right. And so has she been verified, everything been verified?
[AGENT][NEUTRAL] I did, yes, everything's been verified.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] Yes yes OK.
[CUSTOMER][POSITIVE] Um, thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. So you can send [PII] on and I can help her with that.
[AGENT][NEUTRAL] You ready for it?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you, dear.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Uh, you too, dear. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for holding and being patient for you, Ms. [PII]. I got Ms Male on the line. She's in the group billing department. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] in group billing. Uh, soul said that um you were calling about a credit that you were um.
[CUSTOMER][NEUTRAL] Yeah we're waiting on and and no, no, no, the thing is that in my January statement, OK, I, I received the statement that said the amount bill was $2,037 and the amount due was $1,334 because they were issuing some credits. OK, however, the amount we went ahead and paid was the full amount billed which was the $2,038.
[CUSTOMER][NEUTRAL] OK, so we should still have the credit of 703.
[CUSTOMER][NEUTRAL] We overpaid the January payment, that's what I'm trying to tell you.
[CUSTOMER][NEUTRAL] OK, that's, that's not a problem. OK, I can help you with that, um, let's see.
[CUSTOMER][NEUTRAL] And a good call back number Ms. [PII] is the [PII].
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.