AccountId: 011433970860
ContactId: 814fedf3-d696-42fa-9601-735aeaa235c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409250 ms
Total Talk Time (AGENT): 148360 ms
Total Talk Time (CUSTOMER): 241781 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/814fedf3-d696-42fa-9601-735aeaa235c5_20250604T17:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] and I am calling, um, I did not receive my statement to pay this month, so I'm wondering.
[CUSTOMER][NEUTRAL] If I log into my account, is there a place that I can print out my statement?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I, I've logged in but I'm not sure, you know I go to invoicing but then it really doesn't it just, it doesn't give me an invoice it just gives me uh the person and the amount.
[AGENT][NEUTRAL] OK. Are you calling from a group or you're the insured?
[CUSTOMER][NEUTRAL] I am a group.
[AGENT][NEUTRAL] OK, um, [PII], may I have a good contact number in case we're disconnected and then your group number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] And my group number is 14,800.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have you here and [PII], can you just verify the group name, address, and your mailing address, or sorry, email address for me?
[CUSTOMER][NEUTRAL] Um eastern Montana Community Mental Health Center and my email is [PII].
[AGENT][POSITIVE] Thank you, and then just the mailing address.
[CUSTOMER][NEUTRAL] Oh sorry, it's [PII].
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. Um, so there's a few things. So we launched the new website on Friday, so we are having some issues with the website. Um, so I don't know if that has anything to do with why you're not able to view it like you usually can, but if you like, I can email you the invoice.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh that'd be perfect that'd be perfect, but would I just go, um, would I just go under invoicing to print it?
[AGENT][NEUTRAL] OK. Which
[AGENT][NEUTRAL] Yes, you're supposed, yes, you will go under invoices and then it'll say um submitted invoices, which are like the open invoices and then the paid invoices and then it should be like a little blue link.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and so when I.
[CUSTOMER][NEUTRAL] Yeah, yep, yep, yep, and when I go to that when I click on that, um.
[CUSTOMER][NEUTRAL] It just um.
[CUSTOMER][NEGATIVE] It just gives me that, you know, there's no place to really print it and it just says, you know, this is the name of the insured and um the amount or if that's just all I get.
[AGENT][NEUTRAL] No, no, you should be able to.
[CUSTOMER][NEUTRAL] And then what is it yeah.
[AGENT][NEUTRAL] Yes, I'm gonna put that down and let them know for your group.
[CUSTOMER][NEUTRAL] And then what it says, OK, OK, and then on on the top, then when I do that it says in pink it says action required after reviewing please submit the invoice to complete the process and it says submit invoice.
[CUSTOMER][NEUTRAL] I mean, is that would that be where I get my invoice?
[AGENT][NEUTRAL] Click on the submit invoice and see what you, it's not supposed to do this, but I I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think it, I think it's because of what's going on. What does it do?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] That's how you would like to pay oh nope, it just says uh that I can how I can pay.
[AGENT][NEGATIVE] But you still can't see it.
[CUSTOMER][NEGATIVE] So it's just letting me pay that way, nope.
[AGENT][NEUTRAL] Oh, let me write that down. Hold on.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[AGENT][NEUTRAL] can click, so you can click on the link and then it'll it'll teach you. It'll take you to making a payment, but it won't like.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yep, yep.
[AGENT][NEUTRAL] Upload or populate the image of the invoice. OK.
[CUSTOMER][NEUTRAL] Yeah, right, right, right, right. It'll just take me to um.
[CUSTOMER][POSITIVE] Looks like I can pay it online though, which is good.
[AGENT][NEGATIVE] But can't see the image of invoice.
[AGENT][NEUTRAL] OK, and what browser are you using?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am using Edge.
[AGENT][NEUTRAL] H
[AGENT][NEUTRAL] And to help
[CUSTOMER][NEUTRAL] Maybe I didn't, I guess I, yeah, go ahead, sorry.
[AGENT][NEUTRAL] No, you're fine. To help with um that they're they're gonna do call back or email back. Um, which one would you prefer?
[CUSTOMER][NEUTRAL] Um, they can email me.
[AGENT][NEUTRAL] OK. And you want me to put the email address that you um verified?
[CUSTOMER][NEUTRAL] Yup, yep, yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then which um invoice, invoices or invoice did you need?
[CUSTOMER][NEUTRAL] Oh, wait a minute. Here, hang on a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It might, it's not that I paid it online and then it sent me a coupon or I'm gonna print a coupon, so maybe, maybe it's just oh.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] It's uh, it doesn't give me, yeah, it's gonna be OK.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] You you should.
[CUSTOMER][POSITIVE] Yeah, so I'm, I'm getting what I need.
[CUSTOMER][NEUTRAL] I mean it's just kind of weird um um I think if I wanted to pay it by a paper check then it would give me the um.
[CUSTOMER][NEUTRAL] Maybe the statement, but this is gonna work just fine for me. So sorry.
[AGENT][NEUTRAL] You OK?
[AGENT][NEUTRAL] No, I'm sorry. You have to go through all this.
[CUSTOMER][NEUTRAL] Yeah, I think I'm good. I it's just kind of weird. It's just kind of a weird uh weird, weird deal but it works and I will get it paid, so that's all that matters.
[AGENT][NEUTRAL] So you clicked on print coupon and it and it pulled up.
[CUSTOMER][POSITIVE] OK, we're golden.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then what it did is it just gave me um.
[CUSTOMER][NEUTRAL] Uh, yeah, and then it gives me that, um, amount.
[AGENT][NEUTRAL] That you have to pay.
[CUSTOMER][NEUTRAL] For, you know, I, both the cancer and the um and then the um
[CUSTOMER][NEUTRAL] Um, accident.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm used to seeing that on, but, but yeah, no, it looks like.
[CUSTOMER][NEUTRAL] So I go to the blue link it says submit invoice.
[CUSTOMER][NEUTRAL] And then I just chose ACH to pay it online.
[CUSTOMER][NEUTRAL] I'm guessing if I chose the paper check.
[CUSTOMER][NEUTRAL] It would uh
[AGENT][NEUTRAL] Show up
[CUSTOMER][POSITIVE] Yeah, heck yeah. Oh, this is perfect.
[AGENT][NEUTRAL] OK, well, as long as you have everything you need, I just want to make sure you're OK.
[CUSTOMER][POSITIVE] It'll work just fine. Yeah, yeah.
[CUSTOMER][POSITIVE] Yeah, yeah, no, it's a little weird but hey, it's gonna work. So thank you very much. Thanks for.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Oh, was there anything else I can help you with?
[CUSTOMER][POSITIVE] I appreciate it. OK.
[CUSTOMER][NEUTRAL] Nope, nope, that's it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] I will thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.