AccountId: 011433970860
ContactId: 537c7ed4-8496-4a26-9167-1e15fc4bf256
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329739 ms
Total Talk Time (AGENT): 124034 ms
Total Talk Time (CUSTOMER): 113733 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/537c7ed4-8496-4a26-9167-1e15fc4bf256_20250128T22:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Good afternoon [PII]. I was just speaking to someone on the line went dead. I'm not sure what happened. Um, I was calling in because I am an employer and I was adjusting an invoice online, um, and then, but I've been unable to print the invoice and it got to the point where I actually submitted the invoice but I'm still not able to see the adjusted invoice.
[CUSTOMER][NEUTRAL] I submitted it for payment.
[AGENT][NEUTRAL] OK, so you're wanting a copy of the
[CUSTOMER][NEUTRAL] Adjusted invoice.
[AGENT][NEUTRAL] OK, and you said you're calling from an employer. What's your group number?
[CUSTOMER][NEUTRAL] Our group number is 22609.
[AGENT][POSITIVE] Thank you for that. And may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here, and [PII], I just need you to verify the um group name, address, and your email address.
[CUSTOMER][NEUTRAL] And the group name is Gang Alternative, um, the group name and what email? Oh, right, so the address is [PII] and my email address is [PII].
[AGENT][NEUTRAL] Address and your email address?
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And this is, um, the adjustment was for your January invoice.
[CUSTOMER][NEUTRAL] This is for our February invoice.
[AGENT][NEUTRAL] Or for February.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] 679.
[AGENT][NEUTRAL] And what is the adjustment that was made?
[CUSTOMER][NEUTRAL] And there were several adjustments, um, I don't hold on, let me see if I still have it on. Oh, I don't see the full screen.
[AGENT][NEGATIVE] I'm asking um just so I could pull the um invoice and see if it's on, I don't want to send it and it's not what you need.
[CUSTOMER][NEUTRAL] Right, so there was a maybe 5 or 6 people that had adjusted. One of them had um [PII] like he had a duplicate account bill for several months.
[CUSTOMER][NEUTRAL] So there there were deductions.
[AGENT][NEUTRAL] And what was the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, hold on one moment.
[AGENT][NEUTRAL] And you said he had multiple, OK, I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, all of a sudden a new account, uh, the duplicate account popped up for him that billed back to, I don't know, in like in November or something.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Yeah, I do see that. OK, let me do this. Um, I'm going to get a good billing representative on the line because it looks like on this invoice, I, I still see multiple lines for him, um, but I'm also not in billing, so I, I'm not sure what that means. Um, I just know I see him multiple times. So I'll um get group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But do you see the adjustments?
[AGENT][NEUTRAL] I'm not billing, so I don't know how to look for an adjustment, but I'm going to get billing on the line so that they can do that for you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] f er ring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good, how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have a well, a group, um, admin on the other line. She has some questions about the February invoice. She said she made some adjustments on the OSC and wanted to know if they were completed on the February invoice.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] It is 226-09.
[CUSTOMER][NEGATIVE] Oh crap, hang on one second. OK. 2226 what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 09.
[CUSTOMER][NEUTRAL] Gang alternative.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Is she the contact?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alrighty you can send it to me.
[AGENT][NEUTRAL] Alright, hold on one second.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line. She'll be assisting you further.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right, [PII], like she said my name is [PII].