AccountId: 011433970860
ContactId: 588c3760-621e-4649-8e07-09ccf62eba82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449119 ms
Total Talk Time (AGENT): 104347 ms
Total Talk Time (CUSTOMER): 115749 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/588c3760-621e-4649-8e07-09ccf62eba82_20250320T16:30_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII], and I am calling in regards to.
[CUSTOMER][NEUTRAL] Um, our
[CUSTOMER][NEUTRAL] My the bill for our group billing.
[AGENT][NEUTRAL] Yes, ma'am. What's your group number?
[CUSTOMER][NEUTRAL] 26142
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] All right, [PII], would you uh verify your mailing address and phone number, please?
[CUSTOMER][NEUTRAL] Mailing address is [PII], and the phone number is [PII].
[AGENT][NEUTRAL] Alright, I see that there. OK, so, uh, you had a was it a question about your invoices?
[CUSTOMER][NEUTRAL] Yes, so, um, the February invoice, invoice number 6380677.
[CUSTOMER][NEUTRAL] Um, it has an overage of $10.27.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm pulling it up right now.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, and they because of and I knew this was going to happen because of just some issues that we had with open enrollment kind of thing so the invoice that I just submitted um 6383257 is about.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8 or $9.
[CUSTOMER][NEUTRAL] Or hold on just a second, yeah, it's about $8 or it's gonna be $8 or $9 short because the funds that are being sent via EFT is $5,227.12. The adjusted bill is $5,236.46. So we're about 9 something short. Can I get that overage that was for uh February applied to the shortage?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. We can definitely do that. Let me take a look where that went real quick.
[AGENT][NEUTRAL] 26142.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I take that out uh and that is.
[CUSTOMER][NEUTRAL] We're gonna apply 10:27.
[AGENT][NEGATIVE] Well, I see the 1027 that was overpaid. I'm just trying to find.
[AGENT][NEUTRAL] Where that went.
[AGENT][NEUTRAL] Oops, let's see
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] You yeah it's good.
[AGENT][NEUTRAL] OK, here are the notes here.
[AGENT][NEUTRAL] Well, I tell you what.
[AGENT][NEGATIVE] I'm gonna have to locate this $10.27 because I do not see it. Um, I do see on the invoice where it was the overpayment.
[CUSTOMER][NEUTRAL] Because I see it on.
[CUSTOMER][NEUTRAL] I see it on the February bill, the invoice ending in 677. Hang on for me for just a second. I, one moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] I'm just, um, I see the overpayment. I just, I'm trying to figure out what happened to it.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Alright, let's see that was on [PII].
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] When an overpayment comes through like that normally it just goes straight to our system so that we can refund it or apply the credit.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Sorry, I'm multitasking at the same time.
[AGENT][POSITIVE] No, you're absolutely fine.
[AGENT][NEUTRAL] I, I apologize for the dead air. I just, I'm looking here.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] All right, I tell you what, let me get a good callback number for you because I am not seeing it and I just might not be looking in the right places.
[CUSTOMER][NEUTRAL] That number is [PII]. That's my um city cell phone number.
[AGENT][NEUTRAL] OK, alright, so let me just look into this real quick and um I'll give you a call back and let you know.
[AGENT][NEUTRAL] Uh, what I find, um, I do see that overpayment on the invoice. I just don't know where it went, so let me figure that out for you and I will give you a call back.
[CUSTOMER][POSITIVE] Perfect sounds good thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.