AccountId: 011433970860
ContactId: 6e027478-d339-46d6-ac47-59a83ea553fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 943099 ms
Total Talk Time (AGENT): 270268 ms
Total Talk Time (CUSTOMER): 298702 ms
Interruptions: 6
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/6e027478-d339-46d6-ac47-59a83ea553fe_20250505T15:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] to see the Aki.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Hi, so how are you?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm doing good thank you. I'm calling from Florida City Dental. Our account number is 24327.
[AGENT][NEUTRAL] OK, thank you one moment let me pull that through.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And for security, may I have your um mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] Thank you. How may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm calling because I have an employee. Her name is [PII]. Um, it looks like I've been paying for her, but then we were charged $400.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Additional, can you just, is there any way that you can send me like a breakdown of everything that we've paid for the employee so that I can charge the employee accordingly because it looks like to me.
[CUSTOMER][NEUTRAL] Like we have been paying.
[CUSTOMER][NEUTRAL] For her.
[CUSTOMER][NEUTRAL] Um, and then there was an issue. I was out of town, so I just made the payment over the phone with the credit card, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, is there any way you can send me like some sort of billing consolidation or something showing those charges? Do you see that credit card payment that was made on [PII]?
[AGENT][NEUTRAL] Mhm. Yes, I see that. OK, um, let me check with our group billing department and see if we have anything that will show like a consolidation for this member and you said it's [PII], the address?
[CUSTOMER][NEUTRAL] Yeah, or just like uh, yeah, yeah, if you can um if you I I'm trying to log in online.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To see if I can see something there um.
[CUSTOMER][NEUTRAL] But on my end and I don't know if you can check that now we have been paying for her monthly and then we were charged that additional fee because she had been terminated. Can you just check that for me?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, let me pull, I'll have to pull all the, all the invoices, um, when she started with us.
[CUSTOMER][NEUTRAL] January.
[AGENT][NEUTRAL] January of this year.
[CUSTOMER][NEUTRAL] Yes, so I know that I have this account on auto pay from my bank for a certain amount, but um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We did pay a balance for her.
[CUSTOMER][NEUTRAL] We did pay a balance for her it looks like on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] March.
[CUSTOMER][NEGATIVE] We did pay a balance to get her up to date from March to start her off back in January, so then I don't understand why in April I had to pay another $400 for her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me look at the invoices.
[CUSTOMER][NEUTRAL] She's 8825.
[AGENT][NEUTRAL] And check when what's happening. Let me check her policy as well and see what um.
[CUSTOMER][NEUTRAL] 3530.
[AGENT][NEUTRAL] Do you mind holding for me? I'm just gonna go through this information really quick, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, um, I checked all the invoices since January till now, OK? So, um, she don't have, she was not listed on January or February. No, she's listed on March for the 3 months, January, February, March, and then on April she's listed just once.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Which is the regular April and then on May she's listed just one, which is the regular May payment. So I don't see there's been uh charged again for her. It's just one time on the March bill.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh cool can you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII]. OK, so what about payments?
[CUSTOMER][NEUTRAL] Uh, I know I made, I don't see it online, but I know I made a payment.
[CUSTOMER][NEUTRAL] With a credit card for her.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Like a separate payment.
[CUSTOMER][NEUTRAL] Yes, I had to make a payment for her.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Give me just a second, let me see if I find a separate payment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I made a payment with my credit card.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] They the
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so this is one, OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Boy.
[AGENT][NEUTRAL] OK, so this is February and then.
[AGENT][NEUTRAL] Do you remember how much you paid in uh for with the credit card?
[CUSTOMER][NEUTRAL] Yes, I can tell you right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] About
[CUSTOMER][NEUTRAL] OK, and I'll tell you right now.
[CUSTOMER][NEUTRAL] 353.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK. And what day was that?
[CUSTOMER][NEUTRAL] That was [PII].
[AGENT][POSITIVE] Oh yeah, you told me that. I'm so sorry. OK.
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. You know what, let me, let me go ahead and just um
[CUSTOMER][NEGATIVE] You know, no deal.
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] Let me get the group billing department on the line and see what exactly what happened to that. OK, one moment.
[CUSTOMER][NEUTRAL] Oh deal will be.
[CUSTOMER][NEUTRAL] Sarabola la lapitola depression.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] Billing. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] I'm doing fine, so how are you?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I have a group on the line. She said she sent a, well, she made a credit card payment on [PII] and um it looks like based on what I'm seeing, she's still um due for some, for a payment, um, but she's confused because she said that she, she believes she should be up to date. Um, I don't know if I should send this to customer service or to you.
[CUSTOMER][NEUTRAL] Is it on the group you said?
[AGENT][NEUTRAL] It's the group, yes.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] It's 243-27.
[CUSTOMER][NEUTRAL] 243-27.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what's who you got on the phone?
[AGENT][NEUTRAL] Miss [PII], she's the main contact.
[CUSTOMER][NEUTRAL] And she said she sent a credit card payment, um.
[AGENT][NEUTRAL] She made a credit card payment on [PII], um.
[AGENT][NEUTRAL] And I see a note here, but I'm not really sure because it says credit card payment for insured that the group didn't pay for an invoices, so I don't know what which invoices that or where, where was it applied to, which one was it applied to. I pulled the history, but I'm not really sure based on the history what um invoice was applied to because it was supposed to be, I guess for March based on what she's telling me, but I see that there's a payment for April. I don't see one for March.
[AGENT][NEUTRAL] I know what's going on.
[CUSTOMER][NEUTRAL] I don't see any invoices due.
[CUSTOMER][POSITIVE] But I can talk to her if I need to, that's not a problem. Have you got a good call back number for her?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I did, um, it's [PII].
[AGENT][NEUTRAL] And she's just a little confused because there is um you know like additional payments for one of the members on the March um invoice which I went over it with her. I told her it was for January, um, January, February, March, and that's why that is there and then the rest of the month was paid just regular monthly payments for that member which it was for [PII], um, but yeah, she's still a little bit confused about the payments I guess.
[AGENT][NEUTRAL] So let me just go ahead and put her in, OK?
[CUSTOMER][POSITIVE] All right dear thank you so much.
[AGENT][POSITIVE] You're welcome. Here she comes. Have a good day.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Ms. [PII] on the line. Um, she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. She's in the group billing department. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in group billing. Um, I understand you're calling, uh, good call back number for you just in case it's [PII], is that correct? Yes, mhm. And you're calling about a payment that you made um for April, is that correct? Yes.
[CUSTOMER][NEGATIVE] So I'm calling because that payment is not reflecting online and it looks like it should have been 4 months of an employee but I had already paid 1 of those months.
[CUSTOMER][NEUTRAL] It looks to me like I I just wanna make sure that I wasn't overbilled for that employee, [PII] can you with that. Just a moment. Let's let me see what we um.