AccountId: 011433970860
ContactId: 6414e083-7267-4fcc-bc57-d8463930cb85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 739909 ms
Total Talk Time (AGENT): 306289 ms
Total Talk Time (CUSTOMER): 303664 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/6414e083-7267-4fcc-bc57-d8463930cb85_20250402T20:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] calling from WE Schlegels Incorporated.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] So I need hi so I need to find out I had um got a letter saying that we made a duplicate payment so I made a note for my husband not to pay the next invoice while he went ahead and paid it and so I'm just wanting to check um I just got my April statement.
[CUSTOMER][NEUTRAL] And I wondered if you could tell me, am I.
[CUSTOMER][NEGATIVE] Still showing a duplicate payment.
[AGENT][NEUTRAL] OK, so you just received your April invoice, but you said that you had received a letter regarding a duplicate payment because your husband paid it after you were paid it, is that right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Previous yes.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you're wanting to see if there is a payment still showing as like a.
[CUSTOMER][NEUTRAL] Yeah, so I'm thinking, yeah, I'm thinking that I shouldn't pay this [PII].
[AGENT][NEUTRAL] A duplicate
[CUSTOMER][NEUTRAL] Yeah, but I'm just not I wanna double check that.
[AGENT][POSITIVE] OK, yes, ma'am. Well, I can take a look at that for you.
[AGENT][NEUTRAL] OK, sure
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what, uh, first off, [PII], what is your last name?
[CUSTOMER][NEUTRAL] Do you need the
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the group number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The group number is 26526.
[AGENT][NEUTRAL] OK, thank you so let's start there let me get the group's information pulled up first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um I'll need to verify a few things with you first for security and then we can take a look to see what's out there, OK? So just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so if you could verify the.
[AGENT][NEUTRAL] Name of the group and the address.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] The car off. Yes, ma'am. Can you hear me?
[CUSTOMER][NEUTRAL] Uh, yes, can you hear me?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Yes, ma'am, I can.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then your email address, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what is your work email, [PII]? This is gonna be your work email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what is the invoice number that you have [PII]?
[CUSTOMER][NEUTRAL] 638-596-6
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so 638-596-6 according to what I can, let me look.
[AGENT][NEUTRAL] It's still loading a piece of information for me.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the amount on that invoice, [PII]?
[CUSTOMER][NEUTRAL] It's 1:3606.
[AGENT][NEUTRAL] OK, thank you. Now, according to the record that I can see, it does show that this has been paid in full.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, all right, so.
[AGENT][NEUTRAL] For that invoice number.
[CUSTOMER][NEUTRAL] OK, alright, so that's what I figured since he paid.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Marches and he wasn't supposed to pay Marches so then when you got the payment for March they must applied it the new the extra payment to April so I just wanted to make sure about that so we will not pay April's with that invoice number and then we should be on track for May.
[CUSTOMER][NEUTRAL] Because apparently they paid that one.
[AGENT][NEUTRAL] Uh, let me just double check a couple more things.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I can tell you um what this person had wrote on.
[CUSTOMER][NEUTRAL] The note that they sent me.
[AGENT][NEUTRAL] OK, I mean, you can read that. Yeah, you can read that to me.
[CUSTOMER][NEUTRAL] OK, it says we received your January invoice payment in the amount of 136.06 with check number 68772 dated to 4, but our records indicate that January invoice.
[CUSTOMER][NEUTRAL] Um, 638-0806 was previously paid with check number 68 68646 dated 12.
[CUSTOMER][NEUTRAL] So please notate that this additional premium payment received has been applied to February's invoice in the amount of 136.06 no premium will be due until March's invoice generates.
[CUSTOMER][NEUTRAL] And then it says please see payment history so they sent me, you know, December, January February.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the check numbers but then [PII] went ahead and paid.
[CUSTOMER][NEUTRAL] Um, that again for February, so.
[AGENT][NEUTRAL] OK, so yes ma'am, it is showing from what I can see what I am gonna do though is I will connect you with someone in the in our actual billing division who would have sent that out to just double you know double check and re verify that it has been paid, but I see that it is paid, but I would like for them to verify that with you so that.
[CUSTOMER][NEUTRAL] OK, OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] You know, if it's due, then you can pay it, but it was just processed 328.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So, you know, again, but just to confirm that. And now when I connect you over, [PII], you're not gonna have to re-verify any information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I will let them know.
[AGENT][NEUTRAL] You know what the call is about and give them all that information, OK? So can I help you with anything else though before I do that?
[CUSTOMER][NEUTRAL] Yep yep, OK.
[CUSTOMER][NEUTRAL] OK all right
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] Nope, that was everything.
[AGENT][POSITIVE] Alright, well thank you so much then for calling APO and I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] And I'm just holding right?
[AGENT][NEUTRAL] You are, yes, ma'am, you're gonna hold on and then when I get one of the representatives on the line and tell them what you're calling about, then I'll release your calls to them, OK?
[CUSTOMER][POSITIVE] I'm gonna OK all right OK.
[CUSTOMER][POSITIVE] OK all right thanks again.
[AGENT][POSITIVE] OK. Yes, ma'am. Have a nice evening.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh, hey, [PII], it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Hi, I'm good how are you?
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Hey, I'm fine, thank you.
[CUSTOMER][NEGATIVE] I think there might be a really bad delay.
[AGENT][NEUTRAL] Yeah, there is, and I don't know why. It, I haven't, I, and I'm pretty sure it's on my end, but it didn't happen until just a little while ago and then it's, it's been very consistent. So, um, I haven't, just let me know if you can't hear me, but I have an administrator on the line with group number 26526.
[CUSTOMER][NEGATIVE] Oh dear.
[AGENT][NEUTRAL] [PII] is the group, and this is [PII] on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is calling to verify that she does not need to pay the April invoice. She gave me the invoice number of 638.
[AGENT][NEUTRAL] 5966.
[AGENT][NEUTRAL] Because there was a double payment. Her husband, they, they made a double payment and they received a letter.
[AGENT][NEUTRAL] Stating
[AGENT][NEUTRAL] That, you know, about what it had been applied to for the different months and copies of what we have received in the checks. Now, I can't see any of that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there's not a note.
[CUSTOMER][NEUTRAL] Yeah, it's paid
[AGENT][NEUTRAL] There's not a.
[CUSTOMER][POSITIVE] Yeah, it's been taken care of so.
[AGENT][NEUTRAL] So did we just
[CUSTOMER][NEUTRAL] Yeah, it's paid already so whatever that I'm sorry, what?
[AGENT][NEUTRAL] OK, so it is, so according to [PII] it did look like it was paid so I can just tell her that yes it is the group is paid and she does not need to pay that invoice.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Correct, if the overpayment was made last month, they applied the overpayment to this month.
[AGENT][NEUTRAL] So the group's pay due date is now?
[AGENT][NEUTRAL] OK, so the group is now paid to what day?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Verify that.
[CUSTOMER][NEUTRAL] Um, like for one, let me just look real quick.
[CUSTOMER][NEUTRAL] Oh darn, I always do that.
[CUSTOMER][NEGATIVE] Stop.
[CUSTOMER][NEGATIVE] Uh, it looks like 41, but there is one policy that is not. It's really odd.
[CUSTOMER][NEUTRAL] Um, it's a [PII]. I don't know what's going on with that one, but.
[CUSTOMER][NEUTRAL] He's not on the current bill, yeah, there the group pay to date is um.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Oh darn, where did it go?
[CUSTOMER][NEUTRAL] Maybe it's my computer because like my computer's acting crazy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, 41.
[AGENT][NEUTRAL] OK, so this invoice number that she gave me is for March premium due date [PII], so they will be getting another invoice.
[CUSTOMER][NEUTRAL] Yeah, I'm checking to see how they're billed PO, yeah, they're in arrears. They pay in arrears. So, um, when we generate invoices this month, then they'll get their April invoice, but they're paid up so far.
[AGENT][NEUTRAL] OK, well, I'll just let her know that then. I'm not gonna transfer her. I just wanted to confirm what I saw. OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, you, you had everything right.
[AGENT][POSITIVE] Thank you, [PII]. I appreciate you.
[CUSTOMER][POSITIVE] Yes, ma'am. Have a great day.
[AGENT][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Hi [PII], this is still [PII] so instead of transferring you I just got them to confirm that what I told you was correct so yes they did that is what they.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] They did OK.
[AGENT][POSITIVE] Yeah, they applied that overage. Yes, mhm, um, you're, you're good. You're good. There's nothing you need to do with that.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] Well, you, you're welcome. And again, thank you for calling. You too.
[CUSTOMER][POSITIVE] OK, you take care.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][POSITIVE] Have a nice evening.
[AGENT][NEUTRAL] Bye bye.