AccountId: 011433970860
ContactId: 81082940-04c9-4619-81b7-05f1993c9d94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345959 ms
Total Talk Time (AGENT): 127521 ms
Total Talk Time (CUSTOMER): 143631 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/81082940-04c9-4619-81b7-05f1993c9d94_20250326T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I have a uh group admin on the line um she said it looks like they've paid the December invoice twice um I tried looking in the GRMI or MAI screen um and I don't see that so I'm not quite sure what she's referring to it looks like they're good.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] But I'm not sure.
[CUSTOMER][NEUTRAL] 25001.
[CUSTOMER][NEUTRAL] And she's not who we have as the contact, but she was able to verify everything.
[AGENT][NEUTRAL] The group's lapsed.
[CUSTOMER][NEUTRAL] Yeah, that's why, but I looked on there and the last one it looks like we received was uh February.
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] Oh no.
[AGENT][NEGATIVE] my fingers and my computer don't want to work correctly together.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, you can send it to me and I'll figure out what she's referring to.
[CUSTOMER][POSITIVE] OK, thank you. All right, bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] My, uh, can you pull up my, uh, hey [PII], I'm sorry, this is [PII], how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] What can I
[CUSTOMER][NEUTRAL] I guess they connected me to you. I.
[CUSTOMER][POSITIVE] I thought she was getting me help. I'm sorry.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, well, she, she, um, she was saying something about you think you paid the December invoice twice?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me take a look at that and see what I can do or see what I can help with. So according to our system, the only payment we received in December was for the December invoice and that was [PII] and it was made on our online service center.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] There should have been another one on [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm not seeing that and if um we with the online service center you're not able to.
[AGENT][NEUTRAL] Um, make double payments.
[CUSTOMER][NEUTRAL] OK, so it wouldn't double paid.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Am I correct?
[CUSTOMER][NEUTRAL] OK, well then let me ask you, because if it didn't.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I'm missing um.
[CUSTOMER][NEUTRAL] Maybe I'm missing.
[CUSTOMER][NEUTRAL] March?
[AGENT][NEUTRAL] Uh, the groups lapsed effective [PII].
[CUSTOMER][NEUTRAL] OK, that's what I was thinking.
[AGENT][NEUTRAL] Let me look at the notes.
[CUSTOMER][NEUTRAL] So do
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, the group lapsed effective [PII], so there wouldn't be a March invoice.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's just OK, it's just um.
[CUSTOMER][NEGATIVE] Shows that I, I, I owe on that, that's what doesn't make sense, OK.
[AGENT][NEUTRAL] In February there were 2 payments which would have been the January and February invoice and that was made on [PII].
[CUSTOMER][NEUTRAL] OK, no, I got January was paid and February was paid.
[CUSTOMER][NEUTRAL] Um, like I said, in November, the only thing that I, I thought it was paid twice was.
[AGENT][NEUTRAL] In November.
[AGENT][NEUTRAL] In November there was a payment made online and it was processed or posted on [PII] and then another one was uh paid and processed on [PII].
[CUSTOMER][NEUTRAL] OK, so was it the [PII] I paid twice?
[AGENT][NEUTRAL] No, one is the, um,
[AGENT][NEUTRAL] One would be the.
[CUSTOMER][NEUTRAL] 10:31.
[AGENT][NEUTRAL] Let's see, one, the one that was.
[CUSTOMER][NEUTRAL] Uh, one is October, I see it now.
[AGENT][NEUTRAL] Yeah, one was the October invoice and the other was the November invoice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so when it comes to.
[CUSTOMER][NEUTRAL] Wow, I just keep seeing I don't know why I was thinking I paid one of these twice, but I guess I didn't then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it was, and it lapsed on the [PII], right?
[AGENT][NEUTRAL] The [PII]. Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] On the [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll figure out what I have to do here because it doesn't make sense.
[CUSTOMER][NEUTRAL] Because I show that
[CUSTOMER][NEUTRAL] I uh, I don't know. I'm confused.
[AGENT][NEUTRAL] No, ma'am. It looks like, let me double check the notes, but it looks like you're
[CUSTOMER][NEUTRAL] Alright, I'm gonna have to continue searching.
[AGENT][NEUTRAL] Your current
[AGENT][NEUTRAL] With the termination date.
[AGENT][NEUTRAL] So yeah, nothing's due.
[CUSTOMER][NEGATIVE] And it doesn't show that.
[CUSTOMER][NEGATIVE] Nothing to do.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well then I'll just figure it out. I appreciate it then thank you.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, hon, that's it thank you.
[AGENT][POSITIVE] All right, thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.