AccountId: 011433970860
ContactId: 6216b325-e129-4a74-8280-2b65540ce8e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415179 ms
Total Talk Time (AGENT): 204989 ms
Total Talk Time (CUSTOMER): 82952 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/6216b325-e129-4a74-8280-2b65540ce8e8_20250428T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a group, uh, contact on the line that wants to get her invoice taken care of.
[AGENT][NEUTRAL] All right. Do you have a group number?
[CUSTOMER][NEUTRAL] Yes it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] [PII] and then I've got her call back.
[AGENT][NEUTRAL] It's who.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and is the callback number the same as in the system?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, and everything else has been verified?
[CUSTOMER][NEUTRAL] Uh, she had a question on we got a member terminated, um, and I think we did like a retro term back to [PII], so she's questioning, um, on her invoice, um, that member.
[CUSTOMER][NEUTRAL] Why they're still being charged, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You want that name of that member?
[AGENT][POSITIVE] I can pull it up.
[AGENT][NEUTRAL] Come on, [PII].
[AGENT][NEUTRAL] Uh, [PII] and [PII].
[CUSTOMER][POSITIVE] Yeah, [PII], yeah.
[AGENT][NEUTRAL] All right, send it to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK [PII] I've got [PII] on the line. She's gonna assist you with your invoice, OK?
[CUSTOMER][POSITIVE] OK, thanks so much I appreciate it.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Like she said, my name is [PII] and I'll be assisting you. I'm looking at the uh insured that got terminated and making sure that
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Oh, we got terminated correctly, so bear with me. My computer is being slow today.
[CUSTOMER][NEUTRAL] Don't do that. I'm gonna do the same thing.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] My computer's being slow. Alright, so I have that insured April terminated 31, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All righty. Let me pull that insured.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, I've got her pay to.
[AGENT][NEUTRAL] Alright, so there was a credit that was issued. Let's see when that was processed.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, that's not, oh, I wonder if it's on this one.
[AGENT][NEUTRAL] Yeah, it's not on that one, but where is right, bear with me real quick. I need to ask a question to the processor.
[AGENT][NEUTRAL] And see
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I did with that credit.
[AGENT][NEUTRAL] Let me make sure I didn't end up getting.
[AGENT][NEUTRAL] Alright just making sure.
[AGENT][NEUTRAL] See where the policy was terminated and everything was done correctly, but I'm wanting to make sure we're
[AGENT][NEUTRAL] The credit actually is before we continue and let me go ahead and continue actually pulling up the credit card thing while I wait. you're wanting to pay the April invoice with the credit card, is that correct?
[CUSTOMER][POSITIVE] Yeah, I just wanna make sure I got the credits first so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, yes
[AGENT][NEUTRAL] I'm waiting for a response so we can get that one going.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] An insurance.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] 3.
[AGENT][NEUTRAL] April.
[AGENT][NEUTRAL] And the invoice number.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see if he did it yet either way I have it terminated off of there, but.
[AGENT][NEUTRAL] to be that.
[AGENT][NEUTRAL] Alright, so I've got to zoom in on my screen. It is way too small. I cannot see. I have the April invoice total now in the amount of 36804.
[CUSTOMER][NEUTRAL] And what about March?
[AGENT][NEUTRAL] What about March?
[CUSTOMER][NEUTRAL] Because I I paid um with.
[CUSTOMER][NEUTRAL] Is April for March or April for April?
[AGENT][NEUTRAL] April's for April March was processed or paid on [PII].
[CUSTOMER][NEUTRAL] But then um.
[CUSTOMER][NEUTRAL] Wouldn't I have gotten a credit for that one?
[AGENT][NEUTRAL] That I've made that adjustment and that's where the 36804 comes from.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, got it, OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, OK, so then I'll go ahead and pay.
[AGENT][NEUTRAL] All right, let me.
[AGENT][NEUTRAL] Switch to the other system.
[AGENT][POSITIVE] All righty. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. The name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, and I'm gonna send that confirmation number to the email that we have on file for you.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] All right, [PII], that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it, thanks for all your help. I appreciate it.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye now.
[AGENT][POSITIVE] Thanks. Bye.