AccountId: 011433970860
ContactId: 48c15811-bd7a-48e4-a6ec-71b167dae08a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 724039 ms
Total Talk Time (AGENT): 364160 ms
Total Talk Time (CUSTOMER): 218622 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/48c15811-bd7a-48e4-a6ec-71b167dae08a_20250602T16:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, this is [PII]. Can you hear me? [PII] words, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I am tongue tied today, but um, I have a group admin on the phone and she was wanting to make a payment. She is saying that um effective date should have been [PII], which I do show [PII], and so they hadn't made a payment, but she's wanna make sure that it does the coverage doesn't get canceled.
[CUSTOMER][NEUTRAL] And also, if possible, she, I did say that she can pay over the phone with a credit card, she would like to do that if possible too.
[AGENT][NEUTRAL] OK, what's that group number?
[CUSTOMER][NEUTRAL] 27046.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Sorry, it's taking a second.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Yeah, I have a like in line it shows effective date of the [PII] but their first invoice isn't until April.
[AGENT][NEUTRAL] And she that's the invoice she's wanting to pay it's just the April.
[CUSTOMER][NEUTRAL] Uh, she's on my April and May if it was possible to pay both of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And did she give you a callback number?
[CUSTOMER][NEUTRAL] Uh, the same one is in the system at [PII].
[AGENT][POSITIVE] Alright, I'm ready for it whenever you are.
[CUSTOMER][POSITIVE] All right, thank you so much have a great one, Miss [PII].
[AGENT][POSITIVE] Thank you. You as well.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the group billing department. How are you this morning?
[CUSTOMER][POSITIVE] Hi, good thank you.
[AGENT][POSITIVE] I am, uh, I'm doing well. Uh, she's let me know that you wanted to, um, pay an invoice or two online or for, well, that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] On the phone
[CUSTOMER][NEUTRAL] Yeah, yeah. Yeah, um, so we're, we're worried that our, our account gets, um,
[CUSTOMER][NEUTRAL] We, uh, we don't have a, we don't wanna have a lapse in coverage, so we wanted to make a payment because we're trying to dispute March because we weren't supposed to be on.
[CUSTOMER][NEUTRAL] Effective as of March it was supposed to be as of April, so we're trying to get out of that um our broker submitted a request to fix that. So are we able to pay April and May?
[AGENT][NEUTRAL] Yes ma'am, I do see that it has not been lapsed and I do see in our system it says the original effective date is [PII], but the first invoice wasn't until April, so um I'm sure that the broker can get that all straightened out but yes you I can take care of those two invoices um for you. let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are we able to choose which ones we want to pay? Like April and May?
[AGENT][NEUTRAL] But you
[AGENT][NEUTRAL] Oh, you know what, now that I'm looking at it, April's looks like it's double what May's was, so maybe that's covering March, uh, oh, it is. OK, so, hmm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I gotta figure out how we need to handle.
[CUSTOMER][NEUTRAL] Yeah, they send in a request to fix that.
[AGENT][NEUTRAL] Let me look one place real quick and see if.
[AGENT][NEUTRAL] Mm, I just wonder how to handle this.
[AGENT][NEUTRAL] So the effective date should be as of [PII], not [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the broker already submitted a request to have that fixed, so I guess that's still in the process.
[AGENT][NEUTRAL] That's what it looks like.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'll tell you what, let me.
[AGENT][NEUTRAL] Let me adjust this. I'm going to adjust the um April invoice to remove the March charges and.
[AGENT][NEUTRAL] That should be.
[AGENT][NEUTRAL] It should be efficient like that should be sufficient when everything gets fixed instead of paying this full invoice because it does cover, you'll end up having end up paid 3 months of coverage if you pay this full March invoice so I mean April invoice, so what I'm gonna do is I'm gonna remove all of the March charges.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Just take me a moment to get through them all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, there's only 26, OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I was thinking this is a larger invoice than it was alright, let's see.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Can't think I got them all. Let's see.
[AGENT][NEUTRAL] Alright, so yeah, 61657 twice, let's see 6 1657 times 2.
[AGENT][NEUTRAL] It's gonna be $1,233.14.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And that is for April and May?
[AGENT][NEUTRAL] That'll, yes ma'am, that'll be April and May. The April invoice had both March and April on there, so it was just doubled. It was covering um.
[AGENT][NEUTRAL] With the effective date as of March, um, if for whatever reason it ends up that you guys end up being effective as of March March we can always collect that at a later date but I've essentially removed it from the invoice so it's only gonna cover April and May.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. Let me give you, um, is there a credit card fee to pay with a credit card?
[AGENT][NEUTRAL] Uh no, ma'am. I don't, I don't know the fee that um.
[AGENT][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] Let's see 12.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Give me one second to enter all this information in here [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] but they're not.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] Alright, I'm ready for that code. Goodness gracious, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] I'm paying APL.
[AGENT][NEUTRAL] Your expiration?
[CUSTOMER][NEUTRAL] You haven't paid it, right?
[CUSTOMER][NEUTRAL] For April and May.
[CUSTOMER][NEGATIVE] It was on hold because In Jira is working out the March thing that it wasn't due. You didn't pay, OK.
[CUSTOMER][NEUTRAL] Yeah, the expiration date is [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let's see here. OK, so that's a charging amount of $1,233.14. Once I have that process, I will have an authorization number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me ask you a question. um, let's say we terminate someone but we were already charged for them since you charge like up front for the month.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So how does that work when we terminate someone?
[AGENT][NEUTRAL] Any time you have, yes ma'am, any time you have a termination after an invoice has been uh generated, you can go on to our online service center and a you can reconcile your invoices there if you're gonna pay by check, you can just reconcile it on there and submit it and then once we receive the check it'll process or you can pay it online on the online service center um you'll just wanna adjust that bill before you submit the payment.
[CUSTOMER][NEUTRAL] But we're already charged for them.
[CUSTOMER][NEUTRAL] So we could adjust the bill?
[AGENT][POSITIVE] Mhm, yes ma'am. You can add someone um yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Before paying it?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, your office.
[CUSTOMER][NEUTRAL] And what if we pay the invoice and then and then we need um adjustments.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][NEUTRAL] What if we pay the invoice and then we need adjustments?
[AGENT][NEUTRAL] Oh then if, if say you paid for someone that needed to be terminated and what they weren't taken off, it'll end up as a credit that we can either apply to a future invoice or send back to you in the form of a refund check.
[CUSTOMER][NEUTRAL] OK, so we just call you and let you know when that happens?
[AGENT][NEUTRAL] Um, well, if you send, you can send an email to our customer care or our care team letting us know that certain persons should be, um, terminated and then, uh, the date and everything, but you can also put that termination into the online service center and let let us know what the date was, and it will, it'll show the credit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] You alright, oh, OK, so you guys are electronic not a file fee. OK, your authorization number is 207.
[AGENT][NEUTRAL] 764.
[CUSTOMER][NEUTRAL] Got it. And what is your name?
[AGENT][NEUTRAL] And um my name is [PII] and did you by chance want that via email as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, with the email we have on file, uh, let's see, am I, uh, your name.
[AGENT][NEUTRAL] With the last initial at heart.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It was really long and I was trying to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, let's see here, send the receipt.
[CUSTOMER][NEUTRAL] Yeah, it's a little, yeah, it's a little tricky, that one, yeah.
[AGENT][POSITIVE] Alright, I've got that coming your way. Is there anything else I can help you with? The online service center, it'll be a great tool for you guys. um, you can add, you can take people off Terminate, you know, reconcile a bill, let us know about terminations. There's a lot of things that you can do. I tell you what, let me.
[AGENT][NEGATIVE] Send you something else um.
[AGENT][NEUTRAL] Right now we just launched a new site and we're we're having a few issues with getting people started on it but what I can send to you in the meantime will be kind of like a user guide that shows you all the things that you can do on there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And um it'll be a great tool for you. You won't have to uh give us a call every time there is a lot of things can be done on there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] Alright, I will get that your way if there's anything else we can do, just let us know.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes ma'am, thanks for calling ATL. I hope you have a great week.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.