AccountId: 011433970860
ContactId: 8ef12abc-692a-4aad-986b-5644cabf9836
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364899 ms
Total Talk Time (AGENT): 144501 ms
Total Talk Time (CUSTOMER): 145829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8ef12abc-692a-4aad-986b-5644cabf9836_20250506T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] I'm alright. I have an admin on the line with group 17501.
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] And she's just wondering.
[AGENT][NEUTRAL] 17571.
[CUSTOMER][NEUTRAL] 17501.
[AGENT][NEUTRAL] 01.
[AGENT][NEUTRAL] Cedar Woods Townhouse.
[CUSTOMER][NEUTRAL] Uh-huh. Right, and this is [PII]. She has also emailed just now to the care team because the other two contact people are needing to be removed. The Bonita lady has not been there in a long time. [PII] just recently retired and I see that her policy has been termed and [PII] is wanting to verify what the uh billed amount what the amount is she needs to pay for May.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Whatever's on my invoice, let me pull it up. You can send it to me.
[CUSTOMER][POSITIVE] Alright girl, thank you so much and that phone number that's on file for the group is the one that she gave me as her callback number as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thanks, [PII]. Have a good afternoon.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right, thanks. Bye-bye.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Hey [PII], my name is [PII]. Um, I understand you need assistance with the May invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I can definitely help you with that. So according to um the online service center, my records on our end, the, um, May invoice adjusted amount is in the 10, the May invoice is in the amount of $167.33.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm sorry, say again, 1030?
[AGENT][NEUTRAL] 167 and 33 cents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I tried to log in and when I uh log in they tell me like regular amount.
[AGENT][NEUTRAL] So it originally unless you actually um click on the invoice number and let those details open up at the bottom of your screen, it's just gonna show you what we originally billed at but when you open up the details um after clicking on the invoice number it shows that [PII] has been removed from the bill and it shows the adjusted amount of the 167.33.
[CUSTOMER][NEUTRAL] OK, hold on, I try to log in again.
[CUSTOMER][NEUTRAL] Because I don't wanna lose that do they? I wanna pay now.
[CUSTOMER][NEUTRAL] OK, I saw it now 157 with 33. So and now to just to pay this, just I select and uh let me see what else.
[AGENT][NEUTRAL] Um, so if you're wanting to pay it online, um, you just simply click on submit invoice, um, it should be right above the social security number column.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Because I know I have to select the invoice.
[AGENT][NEUTRAL] Yeah, click on the invoice number and let those details open up at the bottom of your screen.
[AGENT][NEUTRAL] And then you'll be able to see the submit invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Submit invoice.
[CUSTOMER][NEUTRAL] And for ACH it's just a transfers right?
[AGENT][NEUTRAL] Yes ma'am, it's an ACH transfer one time ACH transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I submit that.
[CUSTOMER][NEUTRAL] And my other question, I don't know if you can help me with that.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] What other question?
[CUSTOMER][NEUTRAL] OK, so I submit one claim. I don't know if the claim is with you or another department.
[AGENT][NEUTRAL] It's another department. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] If you can transfer, I very appreciate it. I submit the payment already.
[AGENT][NEUTRAL] OK. And is the claim on your personal policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hang on one second and let me get your policy pulled up and I'll get you transferred over to the claims department, OK?
[CUSTOMER][POSITIVE] Sounds good thank you.
[AGENT][NEUTRAL] You're welcome. And before I transfer you, is there anything else in group billing I can help you with?
[CUSTOMER][NEUTRAL] No, so for now now is um.
[CUSTOMER][NEUTRAL] Our amount change monthly for the next month how was the same 157?
[AGENT][NEUTRAL] It'll, it'll, it should, it should be that 16733. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, for now and now and the next month, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APR. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, uh, I got you back. Um, so [PII], that, um, you were just talking to Cedar Hills Townhouse, she now has a question about her, uh, her own policy and a claim that she submitted.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so she has a question on her policy specifically and a claim, is that right? Alright, [PII], what's her policy? Yeah, what's her policy number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That that that she submitted, yeah.
[AGENT][NEUTRAL] 254
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 6026.
[CUSTOMER][POSITIVE] All right. I will be happy to speak to her.
[AGENT][NEUTRAL] All right, here she comes.