AccountId: 011433970860
ContactId: 5dd00c8f-bbb9-4e79-a750-2e1dea125fe6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525760 ms
Total Talk Time (AGENT): 191283 ms
Total Talk Time (CUSTOMER): 146285 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/5dd00c8f-bbb9-4e79-a750-2e1dea125fe6_20250114T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Hey, [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have a group.
[CUSTOMER][NEUTRAL] Admin on the other line.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, he said that they were, uh, basically 2 invoices or 2 premiums were paid for January, and he's wanting to know if he can get refunded, which we already don't refund premiums, but if, um, it could be credited for February.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] It's 25595.
[AGENT][NEUTRAL] OK. And who do we have on the phone?
[CUSTOMER][NEUTRAL] Um, [PII], I don't know how to pronounce the last name, but he, he's in the um comments for the additional contact.
[AGENT][NEUTRAL] [PII] I see him. Alright, I will look into it and see what payments we have. You can go ahead and send him over.
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Hello [PII]. Yes. Thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] You have. You're welcome.
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] Doing great.
[AGENT][NEUTRAL] Good, um, so [PII] let me know that you were calling about um possibly overpaying on an invoice, is that right?
[CUSTOMER][NEUTRAL] Yeah, it looks like we I paid the January invoice twice.
[AGENT][NEUTRAL] OK, sure. Well, let me take a look at that and let me see if I can pull up the payments that we've received so we can see what's going on. Give me just one second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] Mhm, no problem.
[AGENT][NEUTRAL] OK, so it looks like we have check number 9992636 that was dated [PII], um, and it looks like
[CUSTOMER][NEUTRAL] Yeah, that's the one we pay in before we went on [PII] break.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] And then I was so excited to get back to work. I paid it a second time when we when we got in in January.
[AGENT][NEUTRAL] OK, so it may be, let me check one other place. We might not um have receipt.
[CUSTOMER][NEUTRAL] Now you may not have received it just yet. It looks like it's due to get to you guys on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's gonna be for 4680 and 72 cents.
[AGENT][NEUTRAL] Alright, 72. OK, let's see.
[AGENT][NEUTRAL] I think this is it. Is it?
[CUSTOMER][POSITIVE] Now we can do one
[CUSTOMER][NEUTRAL] We can do 1 or 2, go ahead.
[AGENT][NEUTRAL] Um, is it check number 9992653? I see it's dated [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that just came in today.
[CUSTOMER][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] OK, what amount is that one for?
[AGENT][NEUTRAL] Um, it is for a different amount now. It says it's 4,925 and 14 cents.
[CUSTOMER][NEUTRAL] OK, that's that's one that we had missed previously.
[AGENT][NEUTRAL] Yes, I was just fixing to say.
[CUSTOMER][NEUTRAL] That's not [PII]. I believe that's the uh October, I believe.
[AGENT][NEUTRAL] It is you're correct. I was fixing to say that October was outstanding and so this one would be applied to October so you you have another one in addition to this one?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, uh, looks like it's already coming to you guys. It's dated for the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's for the 4680 and 72 cents.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] Now you can do one or two things. You can either credit that to October.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or you can issue a refund whichever easiest for you guys.
[AGENT][NEUTRAL] OK, so this check that we just received dated on [PII] we have that one to apply to October so if this next check comes in, um, do you want us to put that towards February? We can do that if you want February invoices. OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You, you can, you can.
[AGENT][NEUTRAL] So those invoices will be ready.
[AGENT][NEUTRAL] Should be on the [PII] so we can hold that and I can make a note um to apply that to February um now the invoice will still generate so if you get that, you know, just hold off on it um what I can do is I can send um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The processor that will work your group um I can just send them a message and um so that they're aware that we have another check coming in and that you guys wanted to apply to February and I can just make make sure that they send you a confirmation once that's processed, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] We
[CUSTOMER][POSITIVE] Great and your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. Do you happen to have the check number?
[CUSTOMER][NEUTRAL] Uh, not yet. The check numbers, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has not yet been assigned. Well, hold on a second, I may be able to get it stand by.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you still there for now?
[CUSTOMER][NEUTRAL] Ms. [PII], thank you for holding. OK, it has been issued but we yet don't have the check number.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, sure, that's no problem um I'll still just make a note um and I'll just let the processor know to be expecting that and that when we do receive that we can hold it until we generate the February invoice and we'll just make a note to apply that to February and and I'll make sure too that we get you a confirmation just letting you know um that you know payment won't be.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Necessary for that invoice since that that check should cover it OK?
[CUSTOMER][POSITIVE] Sounds great thank you ma'am.
[AGENT][POSITIVE] OK, you're very welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Yeah ma'am, you've been helpful thank you.
[AGENT][POSITIVE] OK, no problem. Thank you for calling ATL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][POSITIVE] Thanks bye bye.