AccountId: 011433970860
ContactId: 60649733-ef5b-4350-b634-681c80932c3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408420 ms
Total Talk Time (AGENT): 71395 ms
Total Talk Time (CUSTOMER): 235375 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/60649733-ef5b-4350-b634-681c80932c3a_20250603T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I'm calling on behalf of my group and the um employees.
[AGENT][NEUTRAL] OK, what's your group number?
[CUSTOMER][NEUTRAL] It is 25639.
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Give me just a moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Can I get you to verify your email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, and how can I help you today?
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Uh, like a week ago I requested a pay history for my account, and I was looking through it and um I believe it's showing a short pay invoices, so I just wanted to go over uh the pay history um.
[CUSTOMER][NEUTRAL] Maybe you can help me um
[CUSTOMER][NEUTRAL] I find my questions. Um, I'll tell you what I was doing. I was.
[CUSTOMER][NEUTRAL] Before I pay the invoice, I will go because I guess the invoice was opened. So I will go and make the adjustment on the invoice and that is what I will pay. But I looking at the pay history and I'm afraid that it's showing like I was short paying um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it was paying those invoices, so I want some clarification if you see my account.
[CUSTOMER][NEUTRAL] That has a balance do or?
[CUSTOMER][NEUTRAL] You know, it all balance, not like the current bill, I understand that, just, you know.
[AGENT][NEUTRAL] So you're trying to see if you were uh.
[AGENT][NEGATIVE] Underpaid,
[AGENT][NEUTRAL] Or underpaying? OK.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Yes, because again, I
[CUSTOMER][NEUTRAL] I was making adjustment to the invoice while it was open and I think that will probably was, you know, an account in turn was showing like I was short of paying, so I just wanna go over that and make sure do you see my account being.
[CUSTOMER][NEUTRAL] Like, how's the status, that's what I'm trying to do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To, um, understand, yeah.
[AGENT][NEUTRAL] Can I get you to verify the um.
[AGENT][NEUTRAL] The business address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the phone number that we have?
[CUSTOMER][NEUTRAL] Oh, it should be my phone number [PII].
[AGENT][NEUTRAL] OK. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I can tell you when these um
[CUSTOMER][NEUTRAL] Uh, premium payment history.
[CUSTOMER][NEGATIVE] I was wrong. We was from from [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] So maybe, so that way you can hear the same thing.
[AGENT][NEUTRAL] Give me just a moment. Let me see if I can get someone from uh billing to help answer those questions, OK?
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Calling ATL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi this is [PII] with the APL care team. I have a group admin on the line who thinks that she is underpaying in her premium and then she was also wanting to see her invoice history for um the month of [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. What is the
[AGENT][NEUTRAL] 25639
[AGENT][NEUTRAL] And I verified her as [PII].
[CUSTOMER][POSITIVE] Thank you. And OK, thank you so much. Did you get a call back?
[AGENT][NEUTRAL] Uh, the callback number is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much I'll be happy to help her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll put it on now.
[CUSTOMER][POSITIVE] All right, thanks.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Good morning, [PII]. How are you doing this morning?
[CUSTOMER][POSITIVE] Hi, I'm doing good and you?
[CUSTOMER][POSITIVE] I'm doing great, thank you so much for asking. Um, my name is [PII]. I work in the department and I'll be happy to assist you. I'm having a hard time. I have a hard time hearing you something. OK. OK. Yes ma'am, [PII], is that, is that better, [PII]? Can you hear me better now? Let's see. OK, let's just deal with it.
[CUSTOMER][NEUTRAL] Well, no, I want to be able to hear me. um.
[CUSTOMER][NEUTRAL] Is that better?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, thank you. OK, are you wanting your invoices sent to you? Is that what you're calling about? I'm sorry, is that what you're needing? Yeah, I, I requested a pay history to see the status of my account and I noticed that, um, you know, because I was um.
[CUSTOMER][NEGATIVE] There's some invoices that I'm afraid they were showing us short pay.
[CUSTOMER][NEUTRAL] And uh I just wanna make sure that's.
[CUSTOMER][NEUTRAL] Like what's going on because let me tell you this, the whole situation. I can give you one specific so you can see. I don't know if that would help me see what I'm trying to say. So I'm just looking, uh, that's the one, the one for [PII], OK, uh, you guys bill us 39,000 and I paid 35.
[CUSTOMER][NEUTRAL] Because what I was doing and I I'm afraid I was doing it incorrectly, um, I will do the reconciliation of the bill um while the bill was still open and whatever I notice I don't know if it's.