AccountId: 011433970860
ContactId: 57741b2d-9853-4705-aef0-014107d6ec72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642489 ms
Total Talk Time (AGENT): 143253 ms
Total Talk Time (CUSTOMER): 351504 ms
Interruptions: 7
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/57741b2d-9853-4705-aef0-014107d6ec72_20250428T14:38_UTC.wav
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[AGENT][NEUTRAL] For calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm good, [PII], how are you, honey?
[CUSTOMER][MIXED] I'm good thank you but I have an agent that I'm not gonna say he's just a little upset.
[AGENT][NEUTRAL] OK, oh gosh, what's going on? What's his name?
[CUSTOMER][NEUTRAL] The, um, his name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's calling on behalf of group 25031 Avatar Inc.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if you'll look at the notes on here.
[CUSTOMER][NEUTRAL] This group had been changed from 12 to 26 pay but that was an error and that was supposed to have been being fixed.
[CUSTOMER][NEUTRAL] And if you, yeah, you'll just need to look at the notes, the ones by [PII], but he is stating that the client, the group has received a strange bill for April, and he said that there had been customer service had even put another agent's name on this group, so that was part of an issue, but he's showing on there as now but anyway he says that he thought that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The April March and April bills were gonna be fixed, but now the May bill is like twice as much as it should be. It looks like they've been billed for 3 months.
[AGENT][NEUTRAL] Any
[CUSTOMER][NEUTRAL] So he is wanting someone to go over that bill with him and explain what is going on.
[AGENT][NEUTRAL] It looks like it's built for April and May. Was he saying that March didn't steal?
[CUSTOMER][NEUTRAL] Well, he's just, he says that it's almost like they've been billed for 3 months of premium.
[CUSTOMER][NEUTRAL] And that the bill is twice as much as it should be.
[AGENT][NEUTRAL] OK, let me talk to him. We'll figure it out. Thank you, [PII].
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. Have a great day.
[AGENT][POSITIVE] I'll do. You're welcome, you too, goodheart.
[CUSTOMER][NEUTRAL] And look, the, the phone number that is up on the screen if you can see that that [PII], that is also the same number he gave me as his call back.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I'm writing it down. Thank you, sweetie. I appreciate it, [PII]. I'll be glad to help you.
[CUSTOMER][POSITIVE] OK, [PII], have a great day.
[AGENT][NEUTRAL] Alright, you too.
[CUSTOMER][POSITIVE] Bye-bye. Thanks, bye.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, this is [PII]. I work in the group billing department. How are you doing today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK [PII] I'm just I'm I'm good I'm just trying to help out a client that um is confused about billing I thought I took care of this issue last week but I guess I did not.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, let me see was explaining that.
[CUSTOMER][NEUTRAL] Um, this is for Saboteur.
[CUSTOMER][NEUTRAL] Avatar Inc. Can you hear me OK?
[AGENT][POSITIVE] I can. Yes, sir. Thank you.
[CUSTOMER][NEUTRAL] OK, OK, so the.
[CUSTOMER][NEUTRAL] Bills that were generated in February for March.
[CUSTOMER][NEUTRAL] We're fine.
[CUSTOMER][NEUTRAL] And we're paid
[CUSTOMER][NEUTRAL] The March bill was paid on [PII] with an online payment.
[CUSTOMER][NEUTRAL] Of $618.60.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] The April bill which was received in March.
[CUSTOMER][NEGATIVE] Customer service billing made a mistake. Somebody attached another agent's email for another group.
[CUSTOMER][NEUTRAL] To my group.
[CUSTOMER][NEUTRAL] And switch them from a monthly cycle.
[CUSTOMER][NEUTRAL] To a bimonthly cycle.
[CUSTOMER][NEUTRAL] And the bill was split into two.
[CUSTOMER][NEUTRAL] So the client was billed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, like 285 54, which they paid on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then they were billed uh 301-82.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] I think they paid as well. I'm not sure.
[CUSTOMER][NEGATIVE] And when I called customer service last week they said oh yeah looks like you changed the billing cycle. I said no I I would never change the billing cycle all of my groups are monthly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the guy said oh yeah there's an email here uh.
[CUSTOMER][NEGATIVE] This is from agents so and so I said that agent's got nothing to do with my group. I need them off of my group immediately and the bill for May to stay monthly.
[CUSTOMER][NEUTRAL] So can you tell me.
[CUSTOMER][NEUTRAL] How much money was received for the April premium for my client?
[AGENT][NEUTRAL] Yes sir, I can. I'm looking at that, [PII]. OK, so I do see where the 6-1860 was sent and that was for March. I'm just going back through it. Give me one moment, OK?
[CUSTOMER][NEUTRAL] Please.
[AGENT][POSITIVE] Sure, thank you for your patience. I'm sorry for the frustration. We'll get this taken care of. I do see where that was put back on monthly, so that has been corrected, um.
[CUSTOMER][NEUTRAL] I'm sorry, I'm having a very difficult time hearing you. Are you on speakerphone?
[AGENT][NEUTRAL] No, sir. I, it must be my connection. Can you hear me better now?
[CUSTOMER][NEUTRAL] Well, it just sounds, sounds like super tinny, so I, I, I, I didn't hear you but so you said you received, you received the March premium, the March you confirmed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's, that's right, and it looks like um what happened was we just built for May and that's got April and May on it.
[CUSTOMER][NEUTRAL] But they paid part of.
[CUSTOMER][NEGATIVE] You should have received I show a payment for part of.
[CUSTOMER][NEUTRAL] May
[CUSTOMER][NEUTRAL] Excuse me a part of April for $285.54. Do you see that receipt?
[AGENT][NEUTRAL] I do see that receipt. Yes, sir. I just saw that.
[CUSTOMER][NEUTRAL] OK, so that's 285 54 of the.
[CUSTOMER][NEUTRAL] Of the total amount due.
[CUSTOMER][NEUTRAL] Which again would have been
[CUSTOMER][NEUTRAL] 61,860, right? Or something close to that.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I don't understand what
[CUSTOMER][NEUTRAL] So there was a shortage in April.
[AGENT][NEUTRAL] How, may I place you on a brief hold for just a moment? I'm gonna get some assistance with this, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] How excuse me, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is this a good call back number for you [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, do you mind if I give you a call back? I, I need someone else to look at this with me to make sure that that I told you right. I don't wanna keep you on hold. Do you mind if I give you a call back on it to make sure I give you the correct information? OK.
[CUSTOMER][POSITIVE] And no problem, just that would be great. What's what's weird is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] The client didn't send me.
[CUSTOMER][NEUTRAL] A confirmation of payment for like the second half of the April they only sent me the 285-54 confirmation so I don't know whether the balance of April was ever was ever paid but then the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what I'm seeing.
[CUSTOMER][NEUTRAL] Shows 3 months premium. So well, it shows the [PII] shows.
[CUSTOMER][NEGATIVE] A 1 month for each employee, a 1 month premium, and then 2 months premium well actually that can't be. It's showing a half a month premium.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And a full month premium due for each employee.
[CUSTOMER][NEUTRAL] But the number doesn't add up, it's, it's.
[CUSTOMER][NEUTRAL] Let's just see here.
[AGENT][NEUTRAL] It doesn't add up to the 1000.
[CUSTOMER][NEUTRAL] The normal monthly premium.
[CUSTOMER][NEUTRAL] It's weird, it's.
[CUSTOMER][NEUTRAL] It says $1,0005.92.
[AGENT][NEGATIVE] Yeah, something, something is not right, yeah, I'm looking at that because that doesn't add up to what's on this.
[AGENT][NEUTRAL] Invoice that we just
[CUSTOMER][NEUTRAL] Because if it was a month and a half premium, well, if it was a month and a half premium, it could be 900 almost $1000 so maybe there was a new employee that was added or something in there too, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But yeah, I, so if this is right, I just need to be able to explain it to her.
[AGENT][POSITIVE] Yes, sir. Absolutely, absolutely, I understand. And like I said, I just want to get some clarification on it. If you don't mind, let me, I will give you a call back very shortly, OK? It won't be long, and I'll be glad to call you back.
[CUSTOMER][NEUTRAL] OK, I'll leave this up on my computer.
[CUSTOMER][POSITIVE] No worries, I'll, I'll leave this up on my computer and.
[CUSTOMER][NEUTRAL] Yeah, and then you and then we'll talk when you call me back.
[AGENT][POSITIVE] OK, absolutely, thank you so much [PII]. I'll speak with you soon, OK? All right, you're welcome.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye bye.