AccountId: 011433970860
ContactId: 536f8270-3dc0-4e81-97e2-8afd7016c178
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1380540 ms
Total Talk Time (AGENT): 449399 ms
Total Talk Time (CUSTOMER): 545858 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/536f8270-3dc0-4e81-97e2-8afd7016c178_20250625T19:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] and I'm calling from Melrose Municipal Schools. um, we are trying to figure out a situation where there's a invoice that says that it's um not paid however, we had an overpayment on previous invoices so I'm hoping you can help me figure that out. I was speaking to somebody a couple of days ago and they asked to call me back but they haven't yet so I'm just checking in.
[AGENT][NEUTRAL] Oh, I'm sorry about that. What's that group number?
[CUSTOMER][NEUTRAL] Um, give me one second to get it, uh, 13759.
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] 13759.
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and would you give me the physical address and phone number so I can verify the right account?
[CUSTOMER][NEUTRAL] Mhm, the physical address is [PII].
[CUSTOMER][NEUTRAL] Do you need the mailing address which is [PII]?
[AGENT][POSITIVE] Oh no ma'am, just a good call back number?
[CUSTOMER][NEUTRAL] A callback number is [PII].
[AGENT][NEUTRAL] And what did you say your last name was? Because I, I feel like I don't have your name as a contact but I have an email address here, so that might be it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] L.
[AGENT][NEUTRAL] Um, no, I have uh
[CUSTOMER][NEUTRAL] Do you have [PII] and [PII] maybe or one of the other.
[AGENT][NEUTRAL] Yeah, I have uh [PII]'s email and uh [PII].
[AGENT][NEUTRAL] At [PII], oh, it's the Melrose schools. I, I understand. Unfortunately unless there is, well, let me look at, I wouldn't be able to talk to you about invoices because I don't have you down as a contact, but let me look in one more place.
[CUSTOMER][NEUTRAL] Oh [PII], she's our high school secretary.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, I don't have
[AGENT][NEUTRAL] Um, do you, you don't know the name of the person you were talking to?
[CUSTOMER][NEUTRAL] I do not
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I, I missed it when they did the auto answer and I and then she she quickly was like oh let me investigate this and then I wasn't able to ask her for her name um.
[AGENT][NEUTRAL] Oh, I see. I'm sorry about that. If you can send me an email from that domain, the [PII], um, I can add you as a contact, but I cannot do it until I have something from there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I definitely can.
[CUSTOMER][POSITIVE] I have it right here.
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] What's your email address?
[AGENT][NEUTRAL] It's gonna be my first and last name [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's gonna be [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] you said?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you could just say please add me as a contact or please add this name as a contact.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just sent it so.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I wanna get started on it while we're um.
[AGENT][NEUTRAL] Talking, but
[AGENT][NEUTRAL] Or while I'm waiting I shouldn't say talking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, she, oh, I think I just got it.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] I was gonna do that.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Apologize it's taking a little bit longer than I thought it was alright.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I just add a note.
[AGENT][NEUTRAL] Added
[AGENT][NEUTRAL] All right, there we go.
[AGENT][NEUTRAL] OK, now.
[AGENT][NEUTRAL] 13759.
[AGENT][NEUTRAL] What invoice is it that's in question?
[CUSTOMER][NEUTRAL] Um, so the invoice that I received a letter about is, um, invoice 0006386935.
[AGENT][NEUTRAL] OK, I do see that.
[AGENT][NEUTRAL] It's possible.
[AGENT][NEUTRAL] Did you guys include the stuff for May with that payment because I see May's invoice paid but not April's.
[CUSTOMER][NEUTRAL] So, um, we pay, we do payroll deductions and we, so we usually submit two checks every month that include the payroll deduction, um, so what happened for this April invoice was it was an underpayment because for the months of January, February and March there would have been overpayments because an employee had their deduction had been adjusted in the system.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And was an overpayment so we had been paying $13.58 or something 50 cents over for three months and I didn't catch it until in April and so in April our total payment that we sent in was only for $534.98 which is less than our bill which was $575.40 but that was because I had paid overpayments for the previous 3 months.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, and I had talked, I spoke to somebody when I caught that with American Public Life, and they said that they would note the account and that they would use the credit that was shown on the account to offset that. However, today I got a check from you guys in the mail for 1358 for a premium overpayment for [PII], which was the employee who had been over deducted, so I'm like, OK, no it hasn't been fixed yet, so I better call and check on that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right, let's see. I don't see anything in suspense for for the group, so let's see, is it, what's her last name? [PII]'s last name?
[CUSTOMER][NEUTRAL] [PII] N.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and you're saying that her premium should not be 2254?
[CUSTOMER][NEUTRAL] No, her premium was correct on your end. It had been incorrect on in our system, and we had been charging her through her payroll deductions, um, an additional like $7 for whatever reason there had been in a data entry mistake on our side. So when we sent you the checks for those months of January, February and March, we sent $588.98.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEGATIVE] Which was incorrect.
[AGENT][NEUTRAL] Right, right, I'm looking here at the notes.
[AGENT][NEUTRAL] OK, do you see the refund.
[AGENT][NEUTRAL] Yeah that was sent out just a couple of days before the overdue notice.
[AGENT][NEUTRAL] So I'm not sure why, but your last payment was applied towards the May invoice rather than the April invoice. I'm not 100% sure why 13759.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like I have all of the information if it helps you research it more like the check numbers, the check amounts.
[CUSTOMER][NEUTRAL] The date they were mailed like I can get that to you if that helps you be able to you know connect the account information together I don't know what you need for me to help.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] So you received the.
[AGENT][NEUTRAL] The notification about the April invoice, but because your last payment was paid towards the May invoice.
[AGENT][NEUTRAL] It's, it technically should have been the [PII] that the overdue notice was sent for, not April. I'm just trying to figure out why they would have applied the payment towards.
[AGENT][NEUTRAL] A different invoice.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see here.
[AGENT][POSITIVE] Oh, that's not it. That's amazing invoice for payment.
[AGENT][NEUTRAL] And I only see one, maybe they combined them, let's see.
[AGENT][NEUTRAL] It's 287.
[AGENT][NEUTRAL] OK, so when you guys submitted the last payment it was submitted with the May invoice stub.
[AGENT][NEUTRAL] So that's why I got paid towards May.
[AGENT][NEUTRAL] 1354.
[CUSTOMER][NEUTRAL] OK, I'm
[AGENT][NEUTRAL] Yeah, that's what it is. OK, so that.
[CUSTOMER][NEUTRAL] I'm, I'm trying to look at the invoices, so I have 5 invoices, but now that I'm looking at it I'm like oh the dates on them quite possibly are all mixed up, um.
[CUSTOMER][NEUTRAL] Because this one is January, but why does it say March there.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bill
[CUSTOMER][NEUTRAL] OK, so this is.
[CUSTOMER][NEUTRAL] January.
[CUSTOMER][NEUTRAL] March.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Alright, um, yeah, I, we get our invoices after I pay.
[CUSTOMER][NEUTRAL] And so I'm wondering if that's somehow how it happened where but I have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no, I mean it's understandable and it tends to happen every now and again um we'll get.
[AGENT][NEUTRAL] The pay stub for the wrong month but because it's in there we have to apply it towards the month that it's indicated for so that's that's the reason why that happened but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so is there a way, are we gonna be able to like we can, is the account.
[CUSTOMER][NEUTRAL] Do you have the same payments as I show that we've made, I guess.
[AGENT][NEUTRAL] So I have uh let me look to see if we have I think that's let me see here.
[AGENT][NEUTRAL] Right now on the site I see April and June's invoices still open. Do you know if you've sent.
[AGENT][NEUTRAL] Other like, I guess tech.
[CUSTOMER][NEUTRAL] I have not sent June.
[AGENT][NEUTRAL] OK, I think it's this one, let's see.
[CUSTOMER][NEUTRAL] I will pay that like.
[CUSTOMER][NEUTRAL] [PII] is when I send it off so I've.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We bill
[CUSTOMER][NEUTRAL] I'm trying to think how this will go so like we bill we bill a month in advance and then we receive your um bill to us and we pay.
[CUSTOMER][NEUTRAL] The first of the month.
[CUSTOMER][NEUTRAL] Following the invoice.
[AGENT][NEUTRAL] Yes, I see that you pay in arrears, yes.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so this is [PII]. Let me see.
[AGENT][NEUTRAL] Who handles that state?
[AGENT][NEUTRAL] I can look to see if we have any payments pending.
[CUSTOMER][NEUTRAL] I can see that my.
[CUSTOMER][NEUTRAL] My February invoice, it looks like I that invoice and maybe you can look at this, so I have two invoices that have the same invoice number 6379144.
[CUSTOMER][NEUTRAL] Um, it looks like I never received a paper invoice from you, so I printed one off of our online.
[CUSTOMER][NEUTRAL] Access account but it ended up being the January invoice I didn't correctly print the February invoice and I, I sent that in with the check so I'm wondering if January got applied.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2 payments.
[CUSTOMER][NEUTRAL] For the 58898 that same invoice 637-9144.
[AGENT][NEUTRAL] So we can't apply uh to payments like that it's it's not something our system would allow, but I'm gonna look to see what was put on what let's see here you said January.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, so it's invoice 60006379144.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right here.
[AGENT][NEUTRAL] There's that one.
[CUSTOMER][NEUTRAL] And that was paid with check number 38522 and 38499.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's check these notes.
[CUSTOMER][NEUTRAL] And the total is 588 98.
[AGENT][NEUTRAL] OK, I do see.
[AGENT][NEUTRAL] Those two payments.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The 38522.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Where's the other one?
[CUSTOMER][NEUTRAL] 38499 what's the other one.
[AGENT][NEUTRAL] OK, OK, I do see those two checks. I was thinking they were combined, but those are both.
[CUSTOMER][NEUTRAL] No, yeah, they're separate checks and that both goes to the January invoice so that one looks like it was correct so then for February invoice.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I mailed it March 3rd and it that's where the invoice number that I have is the same as the January 1, but the check numbers are different it's 38597 and 38564.
[AGENT][NEUTRAL] I do see that we applied those towards February.
[AGENT][NEUTRAL] And it's probably because even if you had submitted it with that stuff it's probably because the January was already um processed, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It had already been paid. OK, so then we have the next invoice 6384324.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I mailed that April 2nd, so this must be the March.
[CUSTOMER][NEUTRAL] Invoice
[CUSTOMER][NEUTRAL] For check 38652.
[AGENT][NEUTRAL] 386-883.
[AGENT][NEUTRAL] Oops sorry.
[CUSTOMER][NEUTRAL] 386-53 and 386-883 yeah those two checks.
[AGENT][NEUTRAL] OK, let's see, I think I have to wait for that. It's taking a second to load.
[AGENT][NEUTRAL] OK, yes ma'am, those went towards March.
[CUSTOMER][NEUTRAL] OK, so those are all right till now, but those are overpayments, all three of those were overpayments for our account because I had billed or I had, I had deducted our employees, the in our employee [PII] the incorrect amount and so that's why then this March payment, this March or April invoice 6386935.
[CUSTOMER][NEUTRAL] Check 38776 and 38709.
[CUSTOMER][NEUTRAL] They totaled
[CUSTOMER][NEUTRAL] So each check was for let me look at the check really fast the check amount was.
[CUSTOMER][NEUTRAL] Uh, 247 24.
[CUSTOMER][NEUTRAL] And that those were two checks total 534 98.
[CUSTOMER][NEUTRAL] Do you show those payments anywhere?
[CUSTOMER][NEUTRAL] Check 387[PII] and 38709.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Sorry, it's just taking a second to pull up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I apologize.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] What were those two check numbers again?
[CUSTOMER][NEUTRAL] [PII]-76 and [PII].
[AGENT][NEUTRAL] OK, I believe those have not been received because.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] They have been cashed so I, I can see that they've been deposit like they've been cashed on our side through our checking account.
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm do you know what date that was?
[CUSTOMER][NEUTRAL] Um, May [PII] it says.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All right, so I was just remembering those check numbers. Let me see, check.
[AGENT][NEUTRAL] I apologize, can you give me that those two numbers one more time?
[CUSTOMER][NEUTRAL] Mhm [PII]-76.
[CUSTOMER][NEUTRAL] And it's for $247.24.
[CUSTOMER][NEUTRAL] And then [PII] and it is also for $247.24.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look one more place.
[AGENT][POSITIVE] Oh, I think I might have found them.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] It's like the faster I want it to go, the slower it goes.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][MIXED] Yeah, technology, we love it and hate it at the same time.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so yes, I found them. OK.
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEUTRAL] They had OK so there's.
[AGENT][NEUTRAL] The entry for the overpayments is missing, so, um, [PII] is might be the one you spoke with the other day and she's got a ticket in with our IT department to get it corrected.
[CUSTOMER][NEUTRAL] OK, so it it is being processed, it's going through whatever it needs to do.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Yes, we do have the checks and they, she is working on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so now here's my new issue since I received this overage check for $13.58 like a reimbursement check um.
[CUSTOMER][NEGATIVE] I'm pretty sure this is your guys' payment and I, I'm not sure how we're gonna get it back to you the way our systems.
[AGENT][NEUTRAL] I tell you what, hold on to it. I will message Millette and let her know that you received this refund check and I will see about.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What needs to be done with it if, if it's something that we should not have sent out, I will let you know and we will have just have it voided and you can just destroy the check but.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I, yeah, all right, I'll just hold on to it and I won't deposit it. I won't do anything. I'll just put it in our safe until I hear back from.
[AGENT][POSITIVE] Thank you so much. OK, let's see.
[CUSTOMER][NEUTRAL] You were [PII] you said?
[AGENT][NEUTRAL] My name is [PII], but I'm gonna speak with [PII] about what's going on because she's the one with the note on the payment about it, uh.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Because it says here it says email the group regarding the note on the invoice but can't process and put in a ticket. OK, yeah, so let me, let me get with her and um I will get back with you to figure out, I want to let you know what we figure out. Let me just one more thing.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect, yeah, as long as I know that you guys, uh, nobody's benefit is gonna be canceled or anything that we're in the process of getting this worked out that's what I'm most worried about. OK, awesome.
[AGENT][NEGATIVE] Oh, absolutely not.
[AGENT][NEGATIVE] Absolutely not.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, so I just wanna reconfirm [PII] is a good number?
[CUSTOMER][NEUTRAL] Yes, and I'm at [PII].
[AGENT][POSITIVE] Oh, that will definitely help. Extension [PII] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me uh look into it and I will let you know.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII], have a good day.
[AGENT][POSITIVE] Yes ma'am, you have a good day. Thanks for calling ATL.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][POSITIVE] Good bye.