AccountId: 011433970860
ContactId: 82fedebb-b344-4b98-933b-7a1c96555be9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 679840 ms
Total Talk Time (AGENT): 189964 ms
Total Talk Time (CUSTOMER): 187200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/82fedebb-b344-4b98-933b-7a1c96555be9_20250508T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Doing good thank you. I've got a group admin on the line and she said that I guess uh they were told that they had overpaid uh a couple invoices back and not to make a payment for their next one and I guess someone mistakenly did pay that so on their new invoice she's wanting to see if there's some sort of credit um or what's going on with that.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] That is 26526.
[AGENT][NEUTRAL] All right, and who are we speaking with?
[CUSTOMER][NEUTRAL] We are speaking with [PII].
[AGENT][NEUTRAL] OK, alright, uh, just let me get that pulled up really quickly.
[AGENT][NEUTRAL] I can see.
[CUSTOMER][NEUTRAL] Are you ready for her [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, uh, I was trying to see what's going on because I don't see where they've overpaid, but, um, you can.
[AGENT][NEUTRAL] Go ahead and send her over, but we might have to have someone call her back.
[CUSTOMER][POSITIVE] Do some research OK, alright, well I'll go ahead and send her to you. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Alright. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[AGENT][NEUTRAL] OK. I understand you're calling um regarding uh an invoice that uh you may have overpaid and you're wondering um about those funds. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we got a letter um and it it had stated that we had paid one of the invoices twice and that we were um it said please notate and um don't pay the next invoice.
[CUSTOMER][NEUTRAL] So it says no premium will be due in March, but my husband didn't read my note and he went ahead and paid March.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So now we're got April's bill and we're wondering if you still show um.
[CUSTOMER][NEUTRAL] A credit like
[AGENT][NEUTRAL] OK, yeah, I was looking into that. um, do you, which invoice did it say that you overpaid?
[AGENT][NEUTRAL] I that you pay twice?
[CUSTOMER][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] Alright, please, it says, but a record is that January's invoice was previously paid with check number 68646.
[AGENT][NEUTRAL] January.
[CUSTOMER][NEUTRAL] Dated 12.
[CUSTOMER][NEUTRAL] In the amount of 13606.
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] If you
[AGENT][NEUTRAL] Did you say that check number is 68646?
[CUSTOMER][NEUTRAL] 686-46.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah, OK, let me see, it says we received your January invoice payment in the amount of 136.06 with check number 68772 dated 24, but our records indicate in January you paid that invoice with check number 68646 dated 12.
[CUSTOMER][NEUTRAL] Please notate the additional premium should be applied to your February invoice.
[AGENT][NEUTRAL] Oh, I think I see.
[AGENT][NEUTRAL] What this is, OK, well.
[CUSTOMER][NEUTRAL] And then it says no premium will be due for March.
[CUSTOMER][NEUTRAL] Um, can you pull out ADA so I can look and see what you paid March with.
[AGENT][NEUTRAL] OK, because it looks like
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] The check that we received.
[AGENT][NEUTRAL] Um, the 68772.
[AGENT][NEUTRAL] Um, for, from 24.
[AGENT][POSITIVE] Yeah, genuine
[AGENT][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] Yeah, so the 687-72 he sent um and that was for January.
[AGENT][NEUTRAL] 688888.
[AGENT][NEUTRAL] Dated [PII].
[CUSTOMER][NEUTRAL] And by our record that invoice is attached to February.
[AGENT][NEUTRAL] Yeah, February.
[CUSTOMER][NEUTRAL] Now I need
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Says December.
[AGENT][NEUTRAL] And let's see 686-46.
[AGENT][NEUTRAL] You know values applied to be more.
[AGENT][NEUTRAL] December I got to.
[AGENT][NEUTRAL] Yeah this is um.
[CUSTOMER][POSITIVE] I, I think we're OK.
[CUSTOMER][NEUTRAL] I don't think we overpaid.
[AGENT][NEUTRAL] Yeah, it looks like they were like applied one was applied that [PII] was applied to the wrong invoice because it looks like.
[AGENT][NEUTRAL] Let's see, cause the one that's supposed to be for December was actually applied to January, and then you sent January and I think they just applied it to a different invoice. I see.
[CUSTOMER][NEUTRAL] So do you think we are ahead one payment?
[AGENT][NEUTRAL] I, I think that it's canceled out, but that's what I'm trying to verify like I think that it's still on track even if it was applied out of order.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you
[CUSTOMER][NEUTRAL] Do you wanna call me back and just look into it a little further?
[AGENT][NEUTRAL] Yeah, um, I'm gonna reach out to the person, um, the billing, uh, your account representative that does the billing for your group, um.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And see
[AGENT][POSITIVE] Exactly what she did, um, just to verify, and if you'd like, we can give you a call back or an email, whichever you prefer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. Did you prefer a callback or do you want us to email you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How about you can email me and then if I don't understand the email I'll call back.
[AGENT][NEUTRAL] OK. And is it the [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yep, OK.
[AGENT][NEUTRAL] All right, so, uh, I will have, yeah, I will have your account representative look into that and, um, give you a call, or sorry, give you an uh email um letting you know what they find, but from what I'm looking at, uh, it doesn't look like you have overpaid. It just looks like they were, um, the payments were applied out of order, but we'll verify that follow up with you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I appreciate your help then and your first name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], OK, [PII], thanks so much.
[AGENT][POSITIVE] No problem. It's a pleasure. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK bye bye.