AccountId: 011433970860
ContactId: 545cfc0c-9852-4487-a672-af0310639a02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 692469 ms
Total Talk Time (AGENT): 179869 ms
Total Talk Time (CUSTOMER): 333522 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/545cfc0c-9852-4487-a672-af0310639a02_20250206T17:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um so I've got an interesting one for you um I've got a group admin on the line and she said that she had already paid uh January and February's invoice and then just got two new invoices um that say that they are January and February, so she didn't have the old information, uh, but she did give me the two new invoice numbers and just wants to see what is going on.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] It is 18735.
[AGENT][NEUTRAL] All right, and what's her name?
[CUSTOMER][NEUTRAL] Uh, [PII], she is the, uh, admin we've got.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me just get that pulled up please.
[CUSTOMER][NEUTRAL] Mhm, and she didn't give me the full invoice numbers, but she did tell me the two new ones she got the last four digits if you need those.
[AGENT][NEUTRAL] That's OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK all right thank you bye bye.
[AGENT][POSITIVE] You're welcome bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I understand that you um were saying that you got the your February and January invoices twice, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and could you, uh, would you mind reading me the invoice numbers of, um, all four of them?
[CUSTOMER][NEUTRAL] Give me a minute because I'm in a different part of QuickBooks and.
[CUSTOMER][NEUTRAL] Give me a second, let me go pull them. Give me a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] When you call us with an air conditioner that won't work, a new furnace that needs installation, or any heating or air conditioning repair, your one hour service technician arrives prepared to solve your HVAC problem. Our technician will show you exactly how much it costs before the project begins, so there are no surprises. We even provide you with several options so you can choose what's right for your budget.
[CUSTOMER][NEUTRAL] How? OK.
[CUSTOMER][NEUTRAL] So the bills that got paid.
[CUSTOMER][NEUTRAL] We're 6381324 for $2,448.69 and then 63.
[AGENT][NEUTRAL] 63812, I'm sorry, did you say 638-1234?
[CUSTOMER][NEUTRAL] 638-1324.
[AGENT][NEUTRAL] 6381324 and what month does that say on it?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And uh what is the group number that's on the invoice?
[CUSTOMER][NEUTRAL] 18735.
[AGENT][NEUTRAL] OK, go ahead with the next one.
[CUSTOMER][NEUTRAL] 637-9578.
[AGENT][NEUTRAL] All right, and what is the
[CUSTOMER][NEUTRAL] That's group number 18735 is for $2,448.69.
[AGENT][NEUTRAL] And what month is that?
[CUSTOMER][NEUTRAL] February.
[AGENT][NEUTRAL] [PII]. All right. And the last two?
[CUSTOMER][NEUTRAL] I mean, I just paid those like on the [PII], so those were paid on Tuesdays.
[AGENT][NEUTRAL] Yeah, what are the, um, I, what are the other two invoices that you have that were for January and February, those invoice numbers?
[CUSTOMER][NEUTRAL] So this
[CUSTOMER][NEUTRAL] 638-1348.
[CUSTOMER][NEUTRAL] And that one says [PII] and then 6381349 that says [PII].
[CUSTOMER][NEGATIVE] I'm like, dude, you can't make this shit up.
[AGENT][NEUTRAL] Yeah, so I'm gonna double check what I'm thinking is that those first two, the ones ending in 1324 and 9578, were somehow sent to you in error because those I'm gonna check that those are maybe for another group because I'm not showing those invoices on your.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] No, because the, because the people that are on this bill are my.
[CUSTOMER][NEGATIVE] Employees, so incorrect.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Now the rates are different.
[AGENT][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] I'm noticing that, so the rates on the new bill, I guess, are for the new policies.
[CUSTOMER][NEUTRAL] And the ones, the other ones are old policy amounts.
[CUSTOMER][NEUTRAL] So it's gonna be a 400 and something dollars difference in between the check that you receive and the check and and what's owed because.
[CUSTOMER][NEGATIVE] Unfortunately, um, you know, somebody issued a bill, you're gonna get a check in for over 4000 and the invoices you're gonna apply it to are not gonna be there and then on top of that they're gonna be short paid for the new ones.
[CUSTOMER][NEUTRAL] Oh, all it is.
[CUSTOMER][NEUTRAL] But I'm gonna go uh I this card.
[CUSTOMER][NEGATIVE] I'm, no, I'm gonna pull around. I don't have, uh, I, I haven't had time to type up here you're fine.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] Let me see, check your renewal date.
[CUSTOMER][NEUTRAL] OK, that one should be going away.
[CUSTOMER][NEUTRAL] OK, so now we're down to one batch.
[AGENT][NEUTRAL] 49
[CUSTOMER][NEUTRAL] Export export.
[CUSTOMER][NEGATIVE] I cannot find my desk.
[AGENT][NEUTRAL] Did you, um, do you remember if you spoke with someone in early January and they, uh, reissued.
[CUSTOMER][NEGATIVE] Yeah I've spoken to him several times, yes, because we've had major problems with our rep not there but with out here in the field, whatever that is.
[AGENT][NEUTRAL] Oh, the broker.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yes.
[CUSTOMER][NEUTRAL] OK, can you hold on for a minute?
[AGENT][POSITIVE] Yeah, that's fine. I'm looking into your account, so that's no problem.
[CUSTOMER][POSITIVE] Thank you. OK, thank you.
[CUSTOMER][POSITIVE] When you call us with an air conditioner that won't work, a new furnace that needs installation, or any heating or air conditioning repair, your one hour service technician arrives prepared to solve your HVAC problem. Our technician will show you exactly how much it costs before the project begins, so there are no surprises. We even provide you with several options so you can choose what's right for your budget.
[CUSTOMER][NEUTRAL] How many times have you heard time is money? At One Hour Heating and Air Conditioning, we'll always give you our trademark straightforward pricing to let you know how much your repair or service will be before we begin the work. That means no matter how long it may take, your price never changes. Feed the clock with straightforward pricing from one hour heating and air conditioning.
[CUSTOMER][NEUTRAL] Did you know that one hour air conditioning and heating offers the YouWin guarantee? YouWin is a consumer service resource that allows home services contractors to provide an extra level of protection and peace of mind. OK.
[AGENT][NEUTRAL] Uh yeah, I'm.
[AGENT][NEUTRAL] I wonder if someone ordered invoice because I'm those first two in that you paid we're not showing on your account as your January and February invoices. What we have are the 1348 and the 1349, so I'm trying to figure out, yeah.
[CUSTOMER][NEUTRAL] I'm sure, so it just means somebody erased them, but just to give you a heads up, they're on their way to get paid.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because one has the old rates and one has the new rates.
[CUSTOMER][POSITIVE] So I guess y'all better catch them and apply them correctly and I'll just add in new invoices with the amount difference and get that in the mail to you in the next couple of days.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, but I still, I'm gonna reach out to um one of the managers for um sales and broker resources to see what happened with those other two invoices because I wanna get this straightened out because it shouldn't you, you shouldn't be getting 4 invoices for 2 months.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I get you.
[AGENT][POSITIVE] So I wanna I still wanna make sure that this gets straightened out so there aren't any problems going forward on your account um so I'm gonna reach out.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, well, just give me, I'll take and I'll uh I'll do the different.
[CUSTOMER][NEUTRAL] The amount difference.
[CUSTOMER][NEUTRAL] For the ones that I currently have on my desk for the new ones.
[AGENT][NEUTRAL] OK, so I'll put, OK, I'll put in the notes that you're gonna, um, pay the difference, but, um, just be expecting an email or that they'll most likely reach out to you by by email rather than phone call um regarding this because this really needs to get straightened out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with while you have me on the phone, [PII]?
[CUSTOMER][NEUTRAL] Um, no, ma'am. I just wanted to make sure we were good to go, but you know, kind of weird.
[AGENT][POSITIVE] Yeah, I will get this straightened out for you and uh we're gonna follow up with you via email, right?
[CUSTOMER][POSITIVE] OK thank you ma'am.
[AGENT][POSITIVE] No problem, have a great rest of your day. Bye.
[CUSTOMER][POSITIVE] Have a good one.
[CUSTOMER][NEUTRAL] OK bye.