AccountId: 011433970860
ContactId: 66e7c810-2d35-4a50-8310-a27839eada88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221520 ms
Total Talk Time (AGENT): 70992 ms
Total Talk Time (CUSTOMER): 108920 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/66e7c810-2d35-4a50-8310-a27839eada88_20250402T20:17_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh, hey, [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] [PII]? Hi, I'm fine, thank you.
[AGENT][NEGATIVE] I think there might be a really bad delay.
[CUSTOMER][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 the group number 26526.
[AGENT][NEGATIVE] Oh dear.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] WE Schlegel is the group and this is [PII] on the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] 5966.
[CUSTOMER][NEUTRAL] Because there was a double payment. Her husband, they, they made a double payment and they received a letter.
[CUSTOMER][NEUTRAL] Dating
[CUSTOMER][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 and there's not a note.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's paid
[AGENT][POSITIVE] Yeah, it's been taken care of, so.
[CUSTOMER][NEGATIVE] There's not a nice.
[AGENT][NEUTRAL] Yeah, it's paid already so whatever the, I'm sorry, what?
[CUSTOMER][NEUTRAL] So did we just uh
[CUSTOMER][NEUTRAL] OK, so it is, so according to GRMAI it did look like it was paid so I can just tell her that yes it is the group is paid and she did not need to pay that invoice.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Correct, if the overpayment was made last month, they applied the overpayment to this month.
[CUSTOMER][NEUTRAL] So the groups pay due date is now.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, so the group is now paid to what day?
[AGENT][NEUTRAL] Um, looks like 41, let me just look real quick.
[CUSTOMER][NEUTRAL] Verify that.
[AGENT][NEUTRAL] Oh darn, I always do that.
[AGENT][NEGATIVE] Stop.
[AGENT][NEGATIVE] Uh, it looks like 41, but there is one policy that is not. It's really odd.
[AGENT][NEUTRAL] Um, it's a [PII]. I don't know what's going on with that one, but.
[AGENT][NEUTRAL] He's not on the current bill, yeah, there the group pay to date is um.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Oh darn, where did it go?
[AGENT][NEUTRAL] Maybe it's my computer because like my computer's acting crazy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, 41.
[CUSTOMER][NEUTRAL] OK, so this invoice number that she gave me is for March premium due date [PII], so they will be getting another invoice.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK, well I'll just let her know that then. I'm not gonna transfer I just wanted to confirm what I saw, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, you, you had everything right.
[CUSTOMER][POSITIVE] Thank you, [PII]. I appreciate you.
[AGENT][POSITIVE] Yes, ma'am. Have a great day.