AccountId: 011433970860
ContactId: 5114b89f-1af3-46f6-b520-31c949e788c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341100 ms
Total Talk Time (AGENT): 95158 ms
Total Talk Time (CUSTOMER): 170052 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/5114b89f-1af3-46f6-b520-31c949e788c9_20250206T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][NEUTRAL] It's how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I have a group admin on the line wanting to see what their total balance is. She said she's working on their February um invoice and she went online and she said it looks like she owes they owe for January as well and she wanted to verify that.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 17319
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is she the admin on file?
[CUSTOMER][NEUTRAL] Yes, yes, she is the contact.
[AGENT][NEUTRAL] Right, you can send her to me.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEGATIVE] Oh, she didn't say she was transferring me. She said she was reaching out to the billing department and she was gonna get back with me. I don't know if she transferred me or if that was a mistake.
[AGENT][NEUTRAL] She transferred you to the billing department. What can I help you with today?
[CUSTOMER][NEUTRAL] 00, OK, I'm trying to find out the open invoices on the account um because online it shows 2, but my current invoice just shows the February is due.
[AGENT][NEUTRAL] OK, I can help you with that. Let me pull up my other screen and double check everything.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes ma'am, it looks like the last payment we got was um
[AGENT][NEUTRAL] December or the last payment that was processed was [PII], so the January and February invoice are both outstanding.
[CUSTOMER][NEUTRAL] Yeah, I wonder why I didn't get a January invoice. You know, I thought I paid it online too last month cause we're trying to transition to everything paying either on the websites or, um, on bill pay because our bank account was compromised, so I'm positive. So cause then I'm like I know I paid it online and then I got the invoice and it says only February is due so why wouldn't it wouldn't it show like a previous amount due if it wasn't paid.
[AGENT][NEUTRAL] No, ma'am. We, our bills aren't set up like that.
[CUSTOMER][NEUTRAL] Oh, interesting. Alright, let me just look through here real quick and make sure I did not.
[AGENT][NEUTRAL] And we're not showing a a payment made online.
[CUSTOMER][NEUTRAL] Cause I'm
[CUSTOMER][POSITIVE] Yeah, I'm pretty positive I did, but let me just make sure.
[CUSTOMER][NEGATIVE] Unless I just didn't get it.
[CUSTOMER][NEUTRAL] I mean our our insurance renewed in January, so I don't know if maybe that was what happened and we didn't get the invoice in time cause I know our Blue Cross was a little bit late being renewed. They were.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It probably if you renewed in January then it the invoice for January would have been emailed to you to the email that we have on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I don't. I don't get them by email. I always get them by paper mail. I get a notification by email, but.
[AGENT][NEUTRAL] No, the when, when they're in.
[CUSTOMER][NEUTRAL] OK, hm.
[AGENT][NEUTRAL] When you're in renewal, those, those get sent out in in an email um I'm not sure, um, they also get sent out in the mail but um you would have received the January by email I know for sure.
[CUSTOMER][NEUTRAL] Oh weird OK and I can pay these on the APL website correct? or no?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Trying to figure that out right now.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Submit invoice.
[CUSTOMER][NEUTRAL] Let's see that next.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure this goes through, so I have to do them individually, correct? because it won't let me pull two.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh goodness gracious.
[CUSTOMER][NEUTRAL] This website's a little difficult, but let me go back and see. Oh, OK, now I think I'm, do you see it when I first do it or no?
[AGENT][NEUTRAL] Um, let me refresh my screen.
[CUSTOMER][NEUTRAL] I'm just making sure I'm trying oh no no no not what I wanna do.
[AGENT][NEUTRAL] Yes, ma'am. I do see that you submitted the January invoice.
[CUSTOMER][NEUTRAL] OK, so now I'm trying to do February, but it's not popping up hold on.
[CUSTOMER][NEUTRAL] Submit invoice, yes.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Print this page.
[CUSTOMER][NEUTRAL] OK, so they both should have gone through now, so I just wanna make sure we're clear.
[AGENT][NEUTRAL] All right. So let me look at it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, but them have been submitted for online payment to post on [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK perfect thank you so much appreciate your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that is all. Thank you.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank.