AccountId: 011433970860
ContactId: 529d4846-1dae-4a8f-b719-836421d17309
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420269 ms
Total Talk Time (AGENT): 244639 ms
Total Talk Time (CUSTOMER): 144565 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/529d4846-1dae-4a8f-b719-836421d17309_20250325T17:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][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.
[AGENT][NEUTRAL] What's that group number, please?
[CUSTOMER][NEUTRAL] It's 19698.
[AGENT][NEUTRAL] 19698 and who do you have on the phone?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I got Mr. [PII] on the line.
[CUSTOMER][NEUTRAL] And she's talking about the January in [PII], yes. Uh-huh.
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And she's talking about the January invoice.
[AGENT][NEUTRAL] OK, um, and what's a good callback number for uh [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And the credit
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, that is correct. Uh, the amount of the credit she said that it's supposed to be is 703 with 10 cents.
[AGENT][NEUTRAL] 703 10.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. And so has she been verified, everything been verified?
[CUSTOMER][NEUTRAL] I did, yes, everything's been verified.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yes, yes, OK.
[AGENT][POSITIVE] Um, thank you.
[AGENT][POSITIVE] All right. So you can send Evangelia on and I can help her with that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm, you ready for it?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, dear.
[CUSTOMER][POSITIVE] All right. Thank you. You're welcome, Miss [PII]. Have a good day.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Uh, you too, dear. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. I got Ms. Male on the line. She's in the billing department. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is Male in group billing. Uh, soul said that um you were calling about a credit that you were, um,
[AGENT][NEUTRAL] Yeah we're waiting on.
[CUSTOMER][NEUTRAL] Yeah, 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.
[AGENT][NEUTRAL] OK.
[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.
[AGENT][POSITIVE] OK. That's, that's not a problem. I can help you with that. Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And a good call back number Ms. [PII] is the [PII].
[AGENT][NEUTRAL] 10.
[CUSTOMER][NEUTRAL] 10, yes ma'am.
[AGENT][POSITIVE] OK, thank you so much. And um the name of the group is the um.
[AGENT][NEUTRAL] Master's Medical. Is that correct?
[CUSTOMER][NEUTRAL] Inc mhm yes it is.
[AGENT][POSITIVE] OK, thank you so much. And you are calling about an overpayment were y'all paid?
[CUSTOMER][NEUTRAL] 2,037 99 cents.
[AGENT][NEUTRAL] Mhm, I see that and I see where there are credits on there um now what I can do is I can um.
[AGENT][NEUTRAL] Put these credits on the April invoice.
[AGENT][NEUTRAL] If you want us to.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And um.
[CUSTOMER][POSITIVE] Sure, I'd appreciate it.
[AGENT][POSITIVE] OK, we can help you with that. That's not a problem. Um.
[AGENT][NEUTRAL] And, and I wanted to let you know too that uh our credits are not automatically done. It's just that uh I mean this is just something that we have I mean we manually have to do.
[AGENT][NEUTRAL] So at the time it did doesn't automatically put credits on there so that's probably the another reason too why it's not showing up on your other invoices.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But that's not a problem. We will make sure that it is, I mean, I will get this taken care of on your April invoice, so before you pay them.
[CUSTOMER][NEUTRAL] on.
[CUSTOMER][NEUTRAL] OK, the April invoice I saw, oh, OK, because it has already been issued. Are you gonna?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] Alright, you do have access.
[CUSTOMER][NEUTRAL] Should I wait for something to be posted or what?
[AGENT][NEUTRAL] Yes ma'am, just if you before you pay it, just wait and let us put on the uh now I'm gonna tell you also now if you see in your in your open invoices.
[AGENT][NEUTRAL] The amount field up top is not gonna change.
[AGENT][NEUTRAL] So whenever you do pull up your invoice it's gonna change on the um.
[AGENT][NEUTRAL] If you'll click on the invoice.
[CUSTOMER][NEUTRAL] Total amount too.
[AGENT][NEUTRAL] Right, that um that amount billed is not gonna change, but if you click on that invoice number and it pulls everybody up down at the bottom it'll show your credits, but it, I haven't put it on there yet so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I just wanted to let you know.
[CUSTOMER][NEUTRAL] OK, no, no, no.
[AGENT][NEUTRAL] Um, but on the right hand, but once the credits are issued on the right hand side, you will see the um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That the the amount has changed, right, you'll see the amount has changed and that would be the amount that you paid not up top but down on the bottom.
[CUSTOMER][NEUTRAL] The credit.
[CUSTOMER][POSITIVE] The amount, OK, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] Does that make sense? Yes, OK.
[CUSTOMER][NEUTRAL] So it will be shown today?
[AGENT][NEUTRAL] Uh yes, ma'am. Uh, if you'll check later on this afternoon, it should be uh uh on there.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect thank you so very much, ma'am. I really appreciate it.
[AGENT][POSITIVE] That gives me time to get it correct. That gives me time enough to get it on there and everything. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] You too, OK?
[CUSTOMER][POSITIVE] No, that's about it. Thank you much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, Mr. [PII].