AccountId: 011433970860
ContactId: 40b50dde-5779-4cf2-8797-1fa8f7aab57e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1099260 ms
Total Talk Time (AGENT): 348716 ms
Total Talk Time (CUSTOMER): 353304 ms
Interruptions: 9
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/40b50dde-5779-4cf2-8797-1fa8f7aab57e_20250423T17:55_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Tr[PII]How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is My[PII]nd I'm calling from Seagal.
[CUSTOMER][NEUTRAL] Institute for Clinical Research our group number is 19658.
[AGENT][POSITIVE] Yes, I am. How, and how can I help you today, Ma[PII]?
[CUSTOMER][NEUTRAL] OK, we have an invoice dated for 11[PII].
[CUSTOMER][NEUTRAL] That does not have an invoice number and it says total amount 0 due but we normally pay or have a bill every two weeks for about $1,103.31 and we wanted to know what is the invoice number for this particular premium date.
[CUSTOMER][NEUTRAL] Can you check?
[CUSTOMER][NEUTRAL] We couldn't see it in your website.
[AGENT][NEUTRAL] So are you the administrator?
[AGENT][NEUTRAL] OK, yes, ma'am. Um,
[CUSTOMER][NEUTRAL] Yes, we are, we're no we're not an administrator this is accounts payable and our supervisor told us to call you. We don't want any information we just wanna know why doesn't it have an invoice number and what is the amount so we can pay it.
[AGENT][NEUTRAL] OK, so yes ma'am, so what I'm gonna have to do is to verify some information with you, My[PII]for security purposes first and depending on who we have listed and authorized for the group as to what information I will be.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK. Hello?
[AGENT][POSITIVE] able to provide for you.
[CUSTOMER][NEUTRAL] OK. Sure.
[AGENT][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] So first off, what is your last name?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] My name is My[PII]ast name Al[PII].
[AGENT][NEUTRAL] [PII]K, give me my[PII]ith a callback number, please?
[CUSTOMER][NEUTRAL] My number is 30[PII]but that is my regular number. Maybe you have another number in your, in your system.
[AGENT][NEUTRAL] OK. So I'm not that far yet, Ma[PII]So first off, if you could please, you gave me the name of the group. What's the address for the group?
[CUSTOMER][NEUTRAL] The address for the group is 14[PII].
[CUSTOMER][NEUTRAL] Northwest 80th Avenue.
[CUSTOMER][NEUTRAL] Suite 202.
[CUSTOMER][NEUTRAL] Miami Lakes, Florida.
[CUSTOMER][NEUTRAL] [PII]s where the bill comes.
[AGENT][NEUTRAL] Thank you. And the primary contact for the group and their email address?
[CUSTOMER][NEUTRAL] It would be Mi[PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And her email is M [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's sometimes I even I get confused. OK, one second, let me see. I wanna make sure I, I mean when I write it I get it right, but it's um.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am. Yeah.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Let me see my email.
[CUSTOMER][NEUTRAL] Yeah, hold on.
[CUSTOMER][NEUTRAL] It's M [PII]and then you have A [PII].
[CUSTOMER][NEUTRAL] W A H.
[AGENT][NEUTRAL] [PII]hm.
[AGENT][NEUTRAL] And what's the rest of it? Her email?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, M [PII].
[CUSTOMER][NEUTRAL] Seal trials.
[CUSTOMER][NEUTRAL] Dot com.
[AGENT][NEUTRAL] OK, so the, well, first off, the the email address is different on file than what you just provided.
[CUSTOMER][NEUTRAL] Is it another person or it's just hers with something else?
[AGENT][NEUTRAL] For me.
[AGENT][NEUTRAL] Um, well, yes, ma'am. It's, it has to do with her name but different. Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh, that must have been a long time ago when they had another, let me ask her what it used to be, one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] OK, I'll close your door now.
[CUSTOMER][NEUTRAL] Could it be Seal Institute?
[AGENT][NEUTRAL] OK. All right, thank you. And the primary and the phone number that we would have on file for the group?
[CUSTOMER][NEUTRAL] For the group, OK, hold on.
[CUSTOMER][NEUTRAL] That would be the main number that we have that we never use.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, hold on a minute.
[CUSTOMER][NEUTRAL] We do have one.
[CUSTOMER][NEUTRAL] But that one we know rarely use it because the problem is that the number it should be 30[PII].
[CUSTOMER][NEUTRAL] 8444.
[CUSTOMER][NEUTRAL] That is a them.
[CUSTOMER][NEUTRAL] Wait, your, your number?
[AGENT][NEUTRAL] OK, so the
[CUSTOMER][NEUTRAL] I'm sorry, go ahead, ma'am.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] No, ma'am. OK, so that's not the phone number that we have on file.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Is it end in 19[PII]?
[AGENT][NEUTRAL] My[PII]
[AGENT][NEUTRAL] [PII]K, thank you. Now, My[PII]you are not currently listed as an authorized contact for the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you need, do you need to speak to her?
[AGENT][NEUTRAL] If Mi[PII]s available, I was, to provide that information. Yes, ma'am, I'll have to, yes.
[CUSTOMER][NEUTRAL] To Mi[PII]
[CUSTOMER][NEUTRAL] [PII]eah
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Let me transfer you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good afternoon this is Mi[PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, Mi[PII]This is Tr[PII]ith APL. How are you today?
[CUSTOMER][POSITIVE] Hi good.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][POSITIVE] Good. So my, yes, ma'am, I can hear you.
[CUSTOMER][NEUTRAL] Yeah we're recording.
[AGENT][NEUTRAL] OK, so My[PII]as calling to, well, first off, if you will verify your email address for me, please, Mi[PII].
[CUSTOMER][NEUTRAL] It's Em[PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If if it doesn't say sa[PII]it might say Se[PII].
[AGENT][NEUTRAL] OK, so we have something different.
[CUSTOMER][NEUTRAL] Se[PII].
[AGENT][NEUTRAL] OK, so is this, yes, so is that the valid email that we should have?
[CUSTOMER][NEUTRAL] I mean it, it's, it transfers to me so that was our old email se[PII]ut we changed it to se[PII].
[AGENT][NEUTRAL] OK, so if you would like to have that updated in the system, I can give you the email address that you would just need to send that request to so we can get it updated for you. I can't verbally do it over the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you can send an email to ca[PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] Care team.
[AGENT][NEUTRAL] Uh-huh, at AMpublic.
[CUSTOMER][NEUTRAL] Mhm, uh, uh huh.
[AGENT][NEUTRAL] Dot com.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just reference, you know, the update that you would like made.
[AGENT][NEUTRAL] OK, so I was explaining to Ma[PII]hat she's not an authorized contact for the group and our records, so she was wanting, she said she received you all received an invoice that's stated 4/[PII]ut there was not an invoice number on there.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Correct or an amount too.
[AGENT][NEUTRAL] OK, that's, I'm not sure that's.
[AGENT][NEUTRAL] Odd that you have because I'm looking at the invoice um an invoice number is 638.
[AGENT][NEUTRAL] 668 4.
[CUSTOMER][NEUTRAL] 6386684.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh, and it states total amount due is 1000.
[CUSTOMER][NEUTRAL] Uh, 103 81 is the same amount we pay every month, but I didn't see.
[AGENT][NEUTRAL] 103 dollars.31.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me see what's the uh because we went online, yeah, we went online and it does not show up online.
[AGENT][NEUTRAL] And she said it was dated 4-11.
[AGENT][NEUTRAL] Now, I can transfer you to our billing department to see why you're not able to see that online, if you would like.
[AGENT][NEUTRAL] And are you, when you logged into the online service centers where you said you could not see that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We could not see that invoice, right?
[AGENT][POSITIVE] Hm, OK, so I'm not sure about that, honestly, Mi[PII]but I'll be happy to.
[CUSTOMER][NEUTRAL] Is it possible to send me the invoice so that I can put it in the system?
[AGENT][NEUTRAL] Uh, yes, give me one moment and I, um.
[AGENT][NEUTRAL] I can email that to you.
[AGENT][NEUTRAL] And I'll have to send it to the Seagull Institute.
[CUSTOMER][NEUTRAL] That's fine it should still come to me.
[AGENT][NEUTRAL] Uh, email, OK, alright, so give me just one second.
[AGENT][NEUTRAL] OK, bear with me just a moment. For some reason, this is.
[AGENT][NEUTRAL] I'm just getting it to load so that I can email it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you
[AGENT][NEUTRAL] You, the email that you're gonna receive, Mi[PII]it's gonna come from team.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mi[PII]can you hear me? Yeah.
[CUSTOMER][NEUTRAL] I can hear you. I can hear you.
[AGENT][NEUTRAL] It's gonna come from the same care.
[AGENT][NEUTRAL] Care team email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That I just gave you.
[AGENT][NEUTRAL] So, and I just put APL invoice.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the subject line.
[CUSTOMER][NEUTRAL] I haven't gotten it yet, but it takes a minute to come.
[AGENT][NEUTRAL] So you're receiving that in just a moment. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, but if you can, you said you were gonna transfer me to the billing team to find out why we that invoice doesn't show up.
[AGENT][POSITIVE] Uh, yes, ma'am. I'll be happy to do that if you would like.
[CUSTOMER][NEUTRAL] Yes, please, because um.
[AGENT][POSITIVE] So before I do that though, again, is there anything else? Yeah, sure, that I can help you with?
[CUSTOMER][NEUTRAL] No, that's it for now.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Br[PII]this is Tr[PII]Um, I connected. Can you not hear me? I can't hear you at all.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is Te[PII]Can I help you?
[AGENT][NEUTRAL] Hey Ke[PII]it's Tr[PII]How are you today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm alright. I have an admin on the line who's calling because they received their invoice but it did not have.
[AGENT][NEUTRAL] Of an amount and it didn't have an invoice number see it in the portal either.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] What, what, um.
[CUSTOMER][NEUTRAL] You cut out on a lot of that. What's the group number?
[AGENT][NEGATIVE] I've emailed the invoice because, yeah, I, I don't know what what's going on with this phone. I don't know and IT can't fix it.
[AGENT][NEUTRAL] Group number is 19658.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hang on one second.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] So they, uh, you say that there's not an amount on it?
[AGENT][NEUTRAL] Nope, or an invoice number, but it's in on base. I emailed it.
[CUSTOMER][NEUTRAL] Did they know who they got it from?
[AGENT][NEUTRAL] She says it's from APL.
[CUSTOMER][NEUTRAL] Um, did she say which invoice it was?
[AGENT][NEUTRAL] I emailed her the invoice, but they're wanting to find out.
[AGENT][NEUTRAL] April, it's dated Ap[PII].
[CUSTOMER][NEUTRAL] I see the amounts on here right right on here.
[AGENT][NEUTRAL] Yeah, I do too. Mhm. And I, like I said, I emailed an invoice. She's just wondering whether
[CUSTOMER][NEUTRAL] So what's your question?
[AGENT][NEGATIVE] Well, why can't they see it online? And why doesn't it have their information on it, the invoice number and amount?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Wonder why. Oh, I wonder if it just the old today and I hadn't been pushed out to the online service center.
[CUSTOMER][NEUTRAL] Come on computer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Out there I don't know why it's not on the online service center.
[CUSTOMER][NEUTRAL] But the invoice it.
[CUSTOMER][NEUTRAL] It has amounts on it, but who's on the phone?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] uh, Mi[PII].
[CUSTOMER][NEUTRAL] OK, you can send her to me.
[AGENT][POSITIVE] I'm a class. All right, girl, thank you so much. Have a
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, good afternoon, Te[PII].
[CUSTOMER][NEUTRAL] This is
[AGENT][NEUTRAL] OK.