AccountId: 011433970860
ContactId: 428dec9a-0e25-4feb-ad3b-2d3a9fb984a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330179 ms
Total Talk Time (AGENT): 135627 ms
Total Talk Time (CUSTOMER): 110046 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/428dec9a-0e25-4feb-ad3b-2d3a9fb984a2_20250313T17:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team. I've got um Ms. [PII].
[CUSTOMER][NEUTRAL] ' s on the phone. She is with group number 19045. She's calling from number [PII]. I have verified the group and she's calling because she wants to cancel the payment.
[CUSTOMER][NEUTRAL] That she made today.
[AGENT][NEUTRAL] OK, and uh just to make sure, did you say it was for group 19045?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you have coverage.
[CUSTOMER][NEUTRAL] And she's been verified.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] OK, thanks, [PII], bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, hi, this is [PII] in the billing department. I'm I speaking with [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. I understand that you are wanting to cancel a payment that you just submitted. Is that correct?
[CUSTOMER][NEGATIVE] Right, it was scheduled online and um apparently we're not with you guys anymore for the um [PII].
[CUSTOMER][NEUTRAL] And so I was wondering if it was feasible to go ahead and cancel that. It was scheduled to pay tomorrow.
[AGENT][NEUTRAL] OK, yeah, if you, um, are you in the logged into the online portal?
[CUSTOMER][NEUTRAL] No, but I can.
[AGENT][NEUTRAL] OK, yeah, because I was gonna show you how you can cancel it.
[CUSTOMER][NEUTRAL] Oh, OK, great. I was, you know, I was looking to see how to do that, but I couldn't find anything.
[CUSTOMER][POSITIVE] So I'm glad.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][NEUTRAL] OK, and um when you or did you see your submitted invoice?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, click on that.
[AGENT][NEUTRAL] And then let me know when the billing details pops up, you should see like a blue strip.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you see where it says open invoice?
[CUSTOMER][NEUTRAL] Invoice total due.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Under billing details in that blue strip where it says employees per page should see where it says open invoice, print invoice, print coupons.
[CUSTOMER][NEUTRAL] I'm not seeing
[CUSTOMER][NEUTRAL] OK, it only has those 3. It only has employees per page, print invoice, and print coupon.
[AGENT][NEUTRAL] Oh, you don't have an open invoice option?
[CUSTOMER][NEGATIVE] It has you have no open invoices because I had to submit the invoice to pay it.
[AGENT][NEUTRAL] No, I'm saying you don't have a um option after where it says employees per page. You don't see where it says open invoice print invoice print coupon.
[CUSTOMER][NEUTRAL] Oh, I see print invoice.
[AGENT][NEUTRAL] And it doesn't say open invoice right next to it?
[CUSTOMER][NEUTRAL] No, it's only 3.
[AGENT][NEUTRAL] OK, alright, um, I'll just go ahead and click it for you.
[AGENT][NEUTRAL] Alright, and if you go ahead and refresh it, you should see it um in your open invoices now.
[CUSTOMER][NEUTRAL] OK, so I see open invoices so you want me to click on the invoice again?
[AGENT][NEUTRAL] Oh, no. Um, I just opened it back up so it won't submit. Um, but, uh, since you're saying that um you guys are terming, uh, with the group, you'll need to send that in an email to our care team so that they can um see if they can get that, that invoice canceled. So it's not something that I can do on my end.
[CUSTOMER][NEUTRAL] Well, it's um our broker is probably taking care of that right now. I just wanted to cancel the payment.
[AGENT][NEUTRAL] OK. OK. Yeah. Well, that, that's taken care of, so the payment's canceled, um, it won't go through.
[CUSTOMER][NEUTRAL] Is there any way you can send me confirmation for that?
[AGENT][NEUTRAL] Um, you seeing it, do you see it in your open invoices?
[CUSTOMER][NEUTRAL] Uh, yeah, it's in the open invoices.
[AGENT][NEUTRAL] OK, yeah, so that's, that's confirmation that it's not gonna, it's not going through.
[AGENT][NEUTRAL] Because it's not submitted.
[CUSTOMER][NEUTRAL] OK, so, OK.
[AGENT][NEUTRAL] Yeah, because I don't have really have anything else that I can send you just um it you seeing that it's an open invoices and not submitted or paid um it's just confirmation that it's not going through processing.
[CUSTOMER][NEUTRAL] All right then.
[CUSTOMER][NEUTRAL] OK, I, I have nothing else to do but take your word for it.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all I needed. Thank you.
[AGENT][POSITIVE] Alright, [PII], it's a pleasure assisting you and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Likewise, bye bye.