AccountId: 011433970860
ContactId: 7c99d9f4-b068-49f6-b791-5a554b24d08e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1188300 ms
Total Talk Time (AGENT): 469447 ms
Total Talk Time (CUSTOMER): 287246 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/7c99d9f4-b068-49f6-b791-5a554b24d08e_20250203T19:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm with the broker's office and I was calling about one of my group's billing and I was wondering if I could uh talk to you about it.
[AGENT][NEUTRAL] OK, um, sure, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the group number?
[CUSTOMER][NEUTRAL] Yep, it's 16381.
[AGENT][NEUTRAL] All right. And what's the name of the group?
[CUSTOMER][NEUTRAL] Uh, Saint Andrew's Club.
[AGENT][NEUTRAL] OK. And I just need to verify your email address.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][POSITIVE] Perfect, thank you. All right. And do you have like a um invoice number or?
[CUSTOMER][NEUTRAL] Yeah, so the invoice number, uh, well this is what I was gonna see is if it was the right invoice she was referencing, but in the email that we got from [PII] at APL, it's for the [PII] invoice and it's invoice number 6371235.
[AGENT][NEUTRAL] Let me put an image.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and how may I assist you with this invoice?
[CUSTOMER][NEUTRAL] So has the group normally paid the bills in full, or are they allowed to make adjustments online and like come up with a new amount and maybe they're just missing the reconciliation of what they did?
[CUSTOMER][NEUTRAL] How does this work for APL?
[AGENT][NEUTRAL] Yeah, they, mhm, yeah, they can make changes if they need to, um.
[AGENT][NEUTRAL] Through the online service center.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I can check and see
[CUSTOMER][NEUTRAL] I'm trying to see if maybe that's what they did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check um.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me check the pay history, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's taking a little bit to pull up.
[AGENT][NEUTRAL] Let me check the group billing and see why is it not responding to me. Um, do you mind holding for me?
[CUSTOMER][NEGATIVE] No, no, not at all.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[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 Miss [PII]. OK, so I, I see a correction here for the November invoice.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But I don't see one prior to that, um, and the only one that I see prior that it was um variable is back in May.
[AGENT][NEUTRAL] Back in May, starting on February.
[CUSTOMER][NEUTRAL] So, so normally then they, for the most part pay as is, but I gotta figure out.
[CUSTOMER][NEUTRAL] What this last one was about.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Cause I got an email.
[CUSTOMER][NEUTRAL] Again, from uh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Who did I say it was from? Shoot.
[AGENT][NEUTRAL] December.
[CUSTOMER][NEUTRAL] Yeah, where they were short, it was 900 and some dollars versus
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 1000
[CUSTOMER][NEUTRAL] 1000 something for October. What was that?
[AGENT][NEUTRAL] And I'm thinking that's the one that was processed in November.
[CUSTOMER][NEUTRAL] Meaning is that is the $900 and some dollars that they paid the correct amount for November?
[AGENT][NEUTRAL] Which
[AGENT][NEUTRAL] Mm, no, I don't think it is.
[CUSTOMER][NEUTRAL] Or no, or we can't match that either.
[AGENT][NEUTRAL] Let me check on that one.
[CUSTOMER][NEUTRAL] Cause November, yeah.
[AGENT][NEUTRAL] Let me check the one for November. No, I don't think that was the right amount. Let me check on that. Mhm.
[CUSTOMER][NEUTRAL] Right, cause remember it looks it looks like they paid 1626.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it, yeah.
[AGENT][NEGATIVE] But it's missing October.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Because we received September payment in time. OK, so we have July, August.
[AGENT][NEUTRAL] Of like there's 2 payments in our office.
[CUSTOMER][NEUTRAL] Looks like they made 2 payments in August, possibly 1 for July 1 for August.
[AGENT][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] Yeah, OK, so yeah, because there is an adjustment on May. There's a payment on [PII] and then again in August, so yeah, mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, the November invoice was for 1,658.
[AGENT][NEUTRAL] So there was an adjustment on that.
[CUSTOMER][NEUTRAL] And it looks like they paid only 1626, yeah.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Yeah, I wish that one was adjusted. I know I was adjusted um.
[AGENT][NEUTRAL] Let me check the one prior to that one, the one for September.
[AGENT][NEUTRAL] OK, so the one for September was paid correctly, was paid the full amount, 1948, 1942.
[AGENT][NEUTRAL] And then I don't see the one for October, and then I see that they pay 1626, 12 for um November.
[CUSTOMER][NEGATIVE] Oh, OK, so October wasn't even paid.
[AGENT][NEUTRAL] I don't see November's uh October payment here, no. I got all of them but October.
[CUSTOMER][NEUTRAL] Well, and again, the, the email said that there's a check out there for $900 and some dollars. I guess it just hasn't been applied to any invoice yet.
[AGENT][NEUTRAL] Probably, yeah, more than likely if, yeah, mhm, because I don't see anything for 900 here that is posted. And I'm looking at the payment history for posted payments. and I see where there was adjustment, like I said, on the [PII], which it was pay 1626 instead of the 1648 and then um.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see the one for September which it was correct, it was the correct amount and then the one for um January for which is the [PII], which it was the correct amount.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah. So yeah, the [PII] is not posted at all.
[CUSTOMER][NEUTRAL] Alright, so do you have, um, yeah, do you, is it possible to get a billed versus paid uh report for this group?
[CUSTOMER][NEUTRAL] So I can go back to them and say, listen, one or two things happened. Either
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We don't, we don't know what month you're sending this $900 and some dollars check to because you don't have any backup. So I either need the backup or you, you're paying the wrong amount amount. We can't match it up anywhere. Plus you've got 3 outstanding invoices that I need to show them about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, let me get, uh, the group billing department to get that for us the bill and pay bill versus pay. OK, one moment.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK dokey. Sounds good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] I'm good. How about you?
[CUSTOMER][POSITIVE] Good. Thank you.
[AGENT][NEUTRAL] Um, I have a broker on the line and she's trying to
[AGENT][NEUTRAL] To get like the billing information like um basically there's something off with the payments with the invoices and she needs to get this fixed so she can get with the group and see exactly what they need to pay and what's going on she asked for a bill versus pay.
[AGENT][NEUTRAL] Invoice or document. I'm not sure if you have anything like that.
[CUSTOMER][NEUTRAL] Well, wouldn't that, wouldn't that be billing?
[AGENT][POSITIVE] Oh my goodness, I click on broker resources instead of being, I, I do apologize. I'm like what I clicked the.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You're fine. I'm thinking I can't get them any of that.
[AGENT][POSITIVE] I'm so sorry
[AGENT][POSITIVE] I did it so fast. I didn't notice I got broken resource. OK, thank you. Let me call you bye bye.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right. Bye.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hey, so.
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm good, I'm good. Um, yeah, I'm trying, I'm, I'm so sorry. I clicked the wrong. I, I almost transferred the call to broker resources for some reason. They're too close together and I clicked on bill. I thought I clicked billing, but I guess I clicked broker resources.
[AGENT][NEUTRAL] Um, but I have a, uh, I have a broker on the line. She's calling because she sees some discrepancy with the invoices and she's asking for a bill versus pay document. I'm not sure if you're familiar with something like that.
[CUSTOMER][NEUTRAL] Um, what's her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright and what group is she calling about?
[AGENT][NEUTRAL] It's 16381.
[CUSTOMER][NEUTRAL] 16381.
[AGENT][NEUTRAL] [PII]'s [PII].
[AGENT][NEUTRAL] And she's with the broker and I did verify her information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and did she mention a specific invoice or not?
[AGENT][NEUTRAL] But it looks like
[AGENT][NEUTRAL] Um, she did, she gave me an invoice number for October, which is 6371235, which I didn't see that one being paid on the history. I checked the history and I got all the months but October.
[AGENT][NEUTRAL] Yeah, so she's calling about that one, but she wants to make sure that that one is due because she said that they received an email from [PII] saying there was like $900 out there that they didn't know where to post it to and that she's confused about that and like why we have that amount and it's not a full amount of the invoice or she's just confused about the whole payment or deal because she said if we're missing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The October, uh, and the October is more than 900. What is that 900 for? So she just want to get something that she can go back to the group and see exactly what they need to pay.
[CUSTOMER][NEUTRAL] OK, yeah, you can go ahead and transfer her.
[AGENT][POSITIVE] OK, thank you. Let me put her in. I'm sorry.
[AGENT][POSITIVE] Thank you for holding and being patient for me Ms. [PII].
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][POSITIVE] OK, I do apologize for that long wait. I have Ms. [PII] on the line. She's in the group billing department. I went ahead and gave her all the information and also explained to her what we're looking at and all the information. So she's gonna assist you from here, OK?
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good afternoon, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm still here. I guess she's probably, I don't know.
[CUSTOMER][NEUTRAL] Hello? you there? OK.
[AGENT][NEUTRAL] Let me try it again.
[AGENT][NEUTRAL] Yeah, I'm not sure what happened, but yeah, I had her online. Let me go ahead and get them again. I'm so sorry. I usually wait until you get connected before I let go, so yeah, I'm like, OK, well she's not answering.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Thank God you did cause I was about to hang up and I was like, 00 crap.
[AGENT][NEGATIVE] Oh yeah no
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, OK, give me just a minute. Let me try this again. One moment. You're welcome.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] In there.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm fine, how are you?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I was just speaking to [PII]. I, I was trying to transfer a um a broker and I don't know what happened, but it went blank. She was not there.
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Um, so I don't know what happened, so I need to transfer this broker because she needs to like reconciliate some invoices, um, because, um, she received like an email saying about a payment that we received that it was not completed and it we're missing October's invoices so she asked for a bill versus pay something, so I'm not sure if you can assist her with that.
[CUSTOMER][NEUTRAL] And what's the group number?
[AGENT][NEUTRAL] It's 16381.
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] [PII] from the broker's office and I did verify her.
[CUSTOMER][NEUTRAL] OK, you can send her to me.
[AGENT][NEUTRAL] OK, here she comes.
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[CUSTOMER][NEUTRAL] This is
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, yeah, I got Ms. [PII] on the line from the group billing department.
[CUSTOMER][POSITIVE] Thank you. Appreciate your help.
[AGENT][POSITIVE] You're welcome. No problem. Have a good afternoon. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. This is [PII]. What can I help you with?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm with the broker's office for Saint Saint Andrew's Club. Mhm. Do you have them, uh, do you have their information pulled up or do I need to give it to you again? I have the group pulled up.
[CUSTOMER][NEUTRAL] Alright, so I guess what I need from you all is like a um.
[CUSTOMER][NEUTRAL] Billed versus paid report.
[CUSTOMER][NEGATIVE] Because we're having trouble matching up.
[CUSTOMER][NEUTRAL] Yeah, we're having trouble matching up some of their checks to the right month because they're not apparently consistent with paying their invoices. OK, yeah we can do that um what's a good email to send it to?
[CUSTOMER][NEUTRAL] All right, so it's [PII]
[CUSTOMER][NEUTRAL] [PII].