AccountId: 011433970860
ContactId: 654ca411-4b7e-48ed-a746-c542e2082dbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315709 ms
Total Talk Time (AGENT): 117453 ms
Total Talk Time (CUSTOMER): 142469 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/654ca411-4b7e-48ed-a746-c542e2082dbd_20250515T13:59_UTC.wav
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[CUSTOMER][NEUTRAL] Oh there
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Melrose Municipal Schools. Um, I got an email from a Kari Chandler about our April billing because it, um, it was off and I just wanna be able to explain that to somebody why, um, our payment was less than what our bill was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes ma'am, let me pull your group up real quick, give me just a moment, see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you're with Melrose Municipal schools, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see, can you verify that group address and email address for me?
[CUSTOMER][NEUTRAL] Um, the group address should be, um, let me see, [PII] and the email you have is probably [PII].
[AGENT][NEUTRAL] Um, it looks like, yes, we do have that one. let me see, is that your email?
[CUSTOMER][NEUTRAL] Um, no, that is the business manager. I'm the assistant business manager.
[AGENT][NEUTRAL] OK, OK, OK, OK, no problem for some reason we just have an email listed we didn't have a name um so let me see let me pull up the billing information, um, and just to confirm it looks like the number that you're calling from is the number we have on file is that still a good number for the group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. Alright, let me pull up that billing and I can take a look at that with you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] See, alright, April billing, OK, I've got that pulled up here and I'm working on getting the payment, um.
[AGENT][NEUTRAL] You can go ahead.
[CUSTOMER][NEUTRAL] OK, so, um, for this April billing, the total amount billed is 57,540 which is the correct amount. however, um, back in January we had an employee drop coverage with you guys and so there was some adjustments made to the bill and.
[CUSTOMER][NEGATIVE] As I was doing the billing process, you know, it's sometimes it's delayed because we bill a month in advance for the employees to pay their premiums and then we pay you guys. So in April when that employee dropped coverage, there was a clerical error that was made in the system, and one of our employees, [PII], was overcharged on her deduction. So instead of being charged um for her amount of 2254, she was actually charged um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] 3604 for the billing and I, I can't, I can't remember back why that happened for some reason it probably was just put on the wrong line item um and so for the month of January, February and March she was billed an additional $13.50 for her premium with you guys and we did send that payment in but I didn't notice the overage until um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The billing that happened in March which I then made the correction and then it was reflected here on the April bill. So if you'll go back and look at the January, February and March payments we overpaid um on our bills for those 3 months, $13.50 which is the difference of this bill for April.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Sure. Let me take a look. Yes, ma'am. Let me take a look real quick.
[AGENT][NEUTRAL] OK, I do see that. Let me look at the um.
[AGENT][NEUTRAL] Overpayment real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, I do see an overpayment made uh for January, February and March, um, so I will send that over to Carry and let her know um I'll also make notes um on the group, you know, of our discussion on the invoice um and so I'll just let her know that if she has any other questions that she can reach back out to you but I'll just confirm that uh that overpayment for each of those is what should make up the difference for that um in the bill amount in the payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Yes, that so it should be applied to this April, yeah, this April billing for the overage. so thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, absolutely no problem. Is there anything else that I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, no, that was it.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You also thanks bye.
[AGENT][NEUTRAL] Mhm bye bye.