AccountId: 011433970860
ContactId: 6bcb0839-6ea9-435c-9038-0ca31aebea49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 813159 ms
Total Talk Time (AGENT): 250895 ms
Total Talk Time (CUSTOMER): 348912 ms
Interruptions: 7
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/6bcb0839-6ea9-435c-9038-0ca31aebea49_20250623T12:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in billing. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, um, this is [PII] at Western Tide Water Free Clinic. Um, we're, we're, um, have our account with you guys, and, um, I've been getting the invoice we're signed up for the paperless invoices and stuff, so, and it automatically gets paid out of our, well, wait a minute, no, I go online and pay it every month. Well, I went to log in this morning. I got the email saying our invoice is ready and it says my email account is not set up.
[AGENT][NEUTRAL] OK, I can help you with that and what is your name again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I'm with Western Tide Water Free Clinic.
[AGENT][NEUTRAL] OK, do you have that group number?
[CUSTOMER][NEUTRAL] Uh, let me pull out an invoice. Hold on 2 seconds, hold on.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mm let's see.
[CUSTOMER][NEUTRAL] Group number 26113.
[AGENT][NEUTRAL] 26113.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], thank you. And [PII], can I get a good call back number just in case?
[AGENT][NEUTRAL] We'll get disconnected.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK, [PII]. So that's on group 26113. And can you verify the um.
[AGENT][NEUTRAL] Address that we have on file for this group please.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you slipped out there a minute. What was that again? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you so much and the email that we have on file for this group, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Good, thank you so much. All right.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I thought I forgot my password maybe even though I, I mean I've got a list I got it written down but I, I tried to forgot password and it sent me a confirmation little number and I put it in it says well we don't have your email address set up. I said well.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Right, OK, so you're gonna have to recreate, I mean, you're gonna have to re-register.
[CUSTOMER][NEUTRAL] Why? What happened?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's a new format so now um so you'll have to recreate so you'll go on there and just um create an account.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Create an account, um, do I do it as group agent broker insured or provider group?
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. Great. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'm clicking on group.
[CUSTOMER][NEUTRAL] And then OK, so I just click on it and then hit next.
[AGENT][NEUTRAL] And just fill out the ones with the asterisk. Everything with the asterisk, and that just that, nothing else, just, just what's required.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 261-13.
[CUSTOMER][NEUTRAL] Next, oops email on record, OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] And then do I have to reset up the um.
[CUSTOMER][NEUTRAL] Reset up the banking information.
[AGENT][NEUTRAL] No, ma'am, that should, I think, uh, that should have moved over that part did.
[CUSTOMER][NEUTRAL] Your password
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEGATIVE] I hate when you gotta come up with new passwords. It's like, and it can't be the same as your last 100 and so passwords it's like, well.
[AGENT][NEUTRAL] I know, I know.
[CUSTOMER][NEUTRAL] My my brain's old. I can't think of new passwords like hundreds of them. It's just.
[AGENT][NEUTRAL] Uh, that's what I'll say too.
[CUSTOMER][NEUTRAL] It's just like, you know, so, uh.
[AGENT][POSITIVE] So I'm good to remember my name every day.
[CUSTOMER][NEUTRAL] Oh, no, it's like I, I, I come in after a week's vacation go how do I log into my computer again.
[CUSTOMER][NEUTRAL] Like uh
[AGENT][NEUTRAL] I understand that.
[CUSTOMER][NEUTRAL] Claim not verified email address.
[CUSTOMER][NEUTRAL] Send verification code. Oh for Pete's sake.
[CUSTOMER][NEUTRAL] Uh, give me a second.
[CUSTOMER][POSITIVE] Appreciate you staying on with me just to.
[AGENT][POSITIVE] Oh, no problem. That's what we're here for.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEGATIVE] Because as soon as I hung up, you know, that I, it's a error can't do that.
[AGENT][POSITIVE] Absolutely. I understand.
[CUSTOMER][NEGATIVE] And I have to call back.
[CUSTOMER][NEUTRAL] OK, here it comes. Let's see 365-822.
[CUSTOMER][NEUTRAL] Claim not verified email address.
[CUSTOMER][NEUTRAL] Change email address your
[CUSTOMER][NEUTRAL] Say continue and see what it does.
[CUSTOMER][POSITIVE] I agree, I agree and continue and save.
[CUSTOMER][NEUTRAL] Ah, let me see.
[CUSTOMER][NEUTRAL] Just log in and make sure oh another verification code.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's been 33 years getting verification codes to verify that you're you to pay your bill or.
[AGENT][NEUTRAL] Right. I think it's everything. Everything's going to where it's like that, but I
[CUSTOMER][NEUTRAL] I'll tell you what.
[CUSTOMER][NEUTRAL] I know it's crazy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, it's like if somebody else wants to log on and pay my bill please let them I mean you know it's just like [PII]. Let me see, wait a minute here we go again.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] And then you lose the screen you're on, wait a minute.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Step 2 of 7.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] File a claim, no.
[CUSTOMER][NEUTRAL] I don't wanna file a claim, start.
[AGENT][NEUTRAL] Invoicing.
[CUSTOMER][NEUTRAL] Stop, let's see.
[CUSTOMER][NEUTRAL] Uh dashboard.
[CUSTOMER][POSITIVE] Active, good group good group, I guess.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Invoicing.
[CUSTOMER][NEUTRAL] Due to scheduled maintenance, the ability to download your invoices unavailable at this time.
[AGENT][NEUTRAL] You can't download we can't do that, um, but you are able, you should be able to see your invoice out there.
[CUSTOMER][NEUTRAL] So if I go in the in the what I've been doing is.
[CUSTOMER][NEGATIVE] Unable to find the invoice you're looking at back um.
[CUSTOMER][NEUTRAL] See, before I click on it and I
[CUSTOMER][NEUTRAL] I click on.
[CUSTOMER][NEGATIVE] Because I don't see anywhere on here to click on to pay it.
[AGENT][NEUTRAL] OK, you should be able to go where it says open invoices.
[CUSTOMER][NEUTRAL] Cause
[CUSTOMER][NEUTRAL] It says invoicing open invoices.
[AGENT][NEUTRAL] OK, open invoices.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So please review it.
[AGENT][NEUTRAL] Uh huh you'll click on the invoice number itself and make sure that there's no changes or anything that needs to be made.
[CUSTOMER][NEUTRAL] Oh, I see, I see it, OK.
[AGENT][NEUTRAL] And if
[CUSTOMER][NEUTRAL] Alright then submit invoice.
[AGENT][NEUTRAL] If there's no changes, yes, ma'am.
[CUSTOMER][NEUTRAL] Let me just make sure double check oh.
[CUSTOMER][NEUTRAL] And this is for July.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] She's no longer here. So if an, if an employee is no longer with the clinic, like Fallenberger is no longer with the clinic, how do I change things?
[AGENT][NEUTRAL] OK, you're gonna click on that invoice, OK, you're gonna click on that invoice?
[CUSTOMER][NEGATIVE] Because she should have been taken off.
[AGENT][NEUTRAL] And go to her name.
[CUSTOMER][NEUTRAL] you go
[AGENT][NEUTRAL] And you'll click on her name.
[CUSTOMER][NEUTRAL] Oh, and just see the lead entry?
[AGENT][NEUTRAL] Uh, yes, ma'am, are you, I mean just to the um.
[AGENT][NEUTRAL] Actually, what you'll do is you'll do the change, I mean, or.
[AGENT][NEUTRAL] Let's see, adjust amount.
[CUSTOMER][NEUTRAL] Well it'll say yes remove Fallen burger.
[AGENT][NEUTRAL] Do they, uh, adjust the amount?
[AGENT][NEUTRAL] And put 0.
[CUSTOMER][NEUTRAL] I just
[AGENT][NEUTRAL] And then you can put the comment on it.
[AGENT][NEUTRAL] Letting us know that she turned.
[CUSTOMER][NEUTRAL] OK, no longer an employee.
[CUSTOMER][NEGATIVE] Do I sound so fatal terminated.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] It's just this is a one time adjustment so I think I actually wanna take it off the bill.
[AGENT][NEUTRAL] Yes, ma'am. That's fine.
[CUSTOMER][NEUTRAL] Cancel delete entry.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] If you delete the entry.
[CUSTOMER][NEUTRAL] Oh no, it still says well it still says this is a one time adjustment.
[AGENT][NEUTRAL] That's fine. Uh, let's see who is it? Let me go back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK if it's for June then no all right I thought it was I thought it was for July because she was.
[AGENT][NEUTRAL] This is July's invoice, this is July.
[AGENT][NEUTRAL] The invoice, the only open invoice you have is for July.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So you'll take her off, um, just go to adjusted amount, put 0.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then
[AGENT][NEGATIVE] Terminated, quit or whatever on that.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] And then you'll submit it.
[CUSTOMER][NEUTRAL] It's still there.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Should I do the, did I do the wrong thing? Hold on.
[CUSTOMER][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] Yes, it'll say this is a one time adjustment and that's, that's fine but once you make your put your 0 and then the comment, then you'll hit submit.
[AGENT][POSITIVE] And it's gonna put her up at the top of the bill and I'll have your adjustment on there and you'll see the adjusted amount once on top of that.
[CUSTOMER][NEUTRAL] OK, I see it.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And if that's the only adjustment then you can submit your invoice.
[CUSTOMER][NEUTRAL] OK, so then I go back to submit invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] ACH next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Payment date, that's fine.
[CUSTOMER][NEUTRAL] OK, print coupon.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] I appreciate your patience with me this morning. It's, it's just, it's, it's a Monday.
[AGENT][POSITIVE] Oh, no problem. I mean, they trust me. Trust me, it's OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Very good. Well, I appreciate your help and, and that should do it.
[AGENT][POSITIVE] Well, no problem, [PII]. I'm glad I was able to help you. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] No, we're good. You have a great day.
[AGENT][POSITIVE] You as well, [PII], and thank you for calling APL. All right, you too, bye bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright take care alright bye.