AccountId: 011433970860
ContactId: 85203a9a-872c-4130-95ab-4f326b46f0d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 571979 ms
Total Talk Time (AGENT): 286191 ms
Total Talk Time (CUSTOMER): 220124 ms
Interruptions: 5
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/85203a9a-872c-4130-95ab-4f326b46f0d5_20250620T13:03_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you this morning?
[AGENT][POSITIVE] I'm good, [PII], how are you doing?
[CUSTOMER][NEUTRAL] I'm good hey I have somebody with a group on the line and they're wondering why they're not showing on an invoice and I did reach out in the chat but I'm not really understanding. I'm wondering if you can help, yeah.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] Yeah, I saw that. Let's, absolutely. What was that group number again, [PII]? Let me help you with that because
[CUSTOMER][NEUTRAL] No, yeah, it's.
[AGENT][NEUTRAL] I will figure it out.
[AGENT][NEUTRAL] It is 10811.
[CUSTOMER][NEUTRAL] 10 it's 1.
[CUSTOMER][POSITIVE] Yep, absolutely perfect.
[AGENT][NEUTRAL] All right. OK, I'm talking to [PII], is that right?
[CUSTOMER][NEUTRAL] Yep, mhm, so.
[AGENT][POSITIVE] I, I'll be glad to help.
[CUSTOMER][NEUTRAL] Yeah, so she's just wanting to figure out why she hasn't appeared on the invoices because she's sent in the paperwork to redo her life policy, and I just don't really know why.
[AGENT][POSITIVE] OK, yeah, that's fine. Let me look at it. I'll be glad to help, OK?
[CUSTOMER][POSITIVE] OK, alright, I will get her transferred over to you one second.
[AGENT][POSITIVE] OK. Yes, sir. Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Peachtree City Gynecology. Uh-huh.
[AGENT][NEUTRAL] Miss [PII]? Hi, [PII]. How are you doing today Miss [PII]? You doing OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I'm looking at your policy. I'm good. I'm glad it's Friday.
[CUSTOMER][POSITIVE] Doing doing good. How about you?
[AGENT][NEUTRAL] How's your week been? Has it been good? Would you let me get your callback number just in case we get disconnected. What's your callback number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. OK, let's see.
[AGENT][NEUTRAL] OK, you're calling about your term life and why it's not on the invoice. OK. I do see that we received that paperwork and we actually applied the money to it. So you're, you're currently active and it's paid, you're paid up to 512025. So you should be showing on the next invoice, OK? Um, let me look at something else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I just paid the, sorry, I just paid the 61 last week, so I know you hadn't.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Or the 5 whichever uh-huh.
[AGENT][NEUTRAL] I think it was the [PII] 1 because I actually do your, um, I have actually your, your group that I do apply. So yes, ma'am, I do show that you are paid current now with the group. Um, it's just 3 policies on here. They're all paid to 51, so you'll be showing up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] We got you, we got to pay that part with the group.
[CUSTOMER][NEUTRAL] OK, let
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me ask you this now. Did she tell you, I think it was [PII] that I was talking to, did she tell you that I received an email on the [PII] saying that 41 of 16 was um.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The invoices ends in 4182 and the amount of $50.44 y'all still hadn't received payment?
[AGENT][NEUTRAL] Let me look. OK, what was that invoice number again?
[AGENT][NEUTRAL] I mean, when he was in.
[CUSTOMER][NEUTRAL] Um, 000.
[CUSTOMER][NEUTRAL] 638-418-2.
[AGENT][NEUTRAL] Let me look. Give me one sec. I have to get into a different system. Let me see that.
[AGENT][NEUTRAL] 638-4182. No, ma'am, we have not received that one yet.
[CUSTOMER][NEUTRAL] You have not. OK, let me ask you this how much is mine because mine, I thought the 307, the total amount 30744 was for the um with the 5044 added because that's somebody else's so is it is mine 30744?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Yours is 257. The rest is for Lane. Um, one of hers is 2619 and 2425. So when you get those together, let's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That, that totals to 307 44 for those three policies.
[CUSTOMER][NEUTRAL] OK, so then we don't owe this uh 5044 then.
[AGENT][NEUTRAL] Well, it looks like it was for April.
[CUSTOMER][NEUTRAL] Right, and, and in April I paid, I paid April 307-44 because I've got the invoice right here where the checks cleared.
[AGENT][NEUTRAL] But we have
[AGENT][NEUTRAL] What invoice number is that?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Does it show was that check what the invoice was for that check.
[CUSTOMER][NEUTRAL] Yes, um, 0006384182 is the is what I've I've received right here.
[CUSTOMER][NEUTRAL] The email.
[AGENT][NEUTRAL] 638-4182. OK.
[CUSTOMER][NEUTRAL] Mhm. And it says 307-44 is what cleared?
[AGENT][NEUTRAL] Well, and that.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I'll have to get that fixed.
[CUSTOMER][NEUTRAL] Do you see that check number? I've got the check number 11069.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, 11065. OK let me find it. Give me one moment. I'm sorry. I said this a little bit slow this morning.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] What what's the date on it, [PII]?
[CUSTOMER][NEUTRAL] The date of the check?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, the date of the check was on, uh, [PII].
[AGENT][NEUTRAL] It just helps me go by date we don't have it by number.
[AGENT][POSITIVE] Had help me find it quicker. I apologize, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 11069 is what you're telling me, right?
[CUSTOMER][NEUTRAL] 11069 correct.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 00
[AGENT][NEUTRAL] Here it is.
[AGENT][NEUTRAL] April, OK.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] I see it. I'm gonna have to get this fixed. You're exactly right.
[AGENT][POSITIVE] I gotta see. um, yeah, no, you, you're right. I see that, that check number and it did say for April, so it's something on our part. So let me, let me get one of my team members if you don't mind, and, um, see how things fixed. If I need anything, I'll call you back, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That, but I don't, I think this is just gonna be something that we process wrong with our end if that makes sense, and I do apologize 38.
[CUSTOMER][NEUTRAL] OK, now it when if I get the, sorry, if I get the next um invoice and it and I'm still not on there, should I wait till the next month before calling you back if it's still not on there or what?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So I want you to, I want, I want you to call me back because it should be showing up because everybody, everybody is paid current. There's no reason why you should not show up on that invoice because you're paid current with the rest of the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] And are you option 4 that I need to call, you know, the [PII], and then what option do I need to press?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I've never called the number, [PII], um, I don't know, um, um.
[CUSTOMER][NEUTRAL] You don't know?
[CUSTOMER][NEUTRAL] OK, you're fine.
[AGENT][NEUTRAL] Just, um, you wanna write down my email?
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] With that that way you can just talk to me because I know it's going on and this you'll get to me directly. OK, so it's gonna be [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am, that is right. And I'm gonna get, like I said, if, if I need anything, um, just go ahead and you, we got your email on the system, so I'll be able to contact you and this your direct line is [PII]. Is that your direct line?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is, but um we're closed today that is the back line and I am here just for a little bit longer so if it's you can always email me or whatever. I can give you my cell it doesn't matter.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, look, I'm gonna get this straightened out so you're not having to deal with this, this issue anymore and figure out what we need to do, and I do apologize for all this confusion, but we do have it looks like it's fixed now and I'll do anything I can to help you. So please just reach out to me and I will, I will make sure it's April and taken care of for you, OK?
[CUSTOMER][POSITIVE] Well, I appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you, thank you so much, [PII]. I appreciate you.
[AGENT][POSITIVE] You're welcome, [PII]. You have a good weekend, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too. OK, bye bye.
[AGENT][POSITIVE] All right, thank you. Bye-bye.