AccountId: 011433970860
ContactId: 8ffd8086-4790-4f0f-9e30-127fbd823816
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464559 ms
Total Talk Time (AGENT): 89261 ms
Total Talk Time (CUSTOMER): 198952 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/8ffd8086-4790-4f0f-9e30-127fbd823816_20250211T16:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, um, I just have some questions about my account real quick.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And may I
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and uh do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, the group number, does that work?
[AGENT][NEUTRAL] Um, is it a group?
[CUSTOMER][NEUTRAL] Uh, let me see real quick.
[CUSTOMER][NEUTRAL] Let's see if the policy number is.
[CUSTOMER][NEUTRAL] On my invoice.
[AGENT][NEUTRAL] OK, so you're calling for a, for a group, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, I'm calling for Athenian academy.
[AGENT][NEUTRAL] OK, yeah, go ahead with the group number.
[AGENT][NEUTRAL] OK, yes, mhm.
[CUSTOMER][NEUTRAL] And the group number is 24575.
[AGENT][POSITIVE] Great. Thank you.
[AGENT][NEUTRAL] OK, alright, and I need to verify um the mailing address on file.
[CUSTOMER][NEUTRAL] Uh, should be [PII].
[AGENT][NEUTRAL] OK. And how may I assist you with this group, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, um, I received an email I guess [PII].
[CUSTOMER][NEUTRAL] That's it? Do I need to speak with her?
[AGENT][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] It depends on what is in the email, what information is in the email.
[CUSTOMER][NEUTRAL] Um, so, so her information and her email is wrong, um, on our end, on my end of the books, and I just needed to go through it with her.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Oh, OK, yes, then yes, let me try to get Miss [PII] on the line, OK? One moment. You're welcome.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII]. Um, yeah, I have, um, hey, Miss [PII] on the line, and she said that you sent her an email that she said is not correct for some reason, but she wanted to speak to you.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Did you stay there?
[AGENT][NEUTRAL] I'm not sure what kind of [PII], yes, [PII]. I don't see her listed, but she said she got your email.
[CUSTOMER][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah, neither do I.
[AGENT][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I'm ready for her.
[AGENT][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] Oh yeah she's on OSC OK.
[AGENT][POSITIVE] Oh, OK, good. I'm like I didn't see her in nowhere in the notes, but OK, all right, here she comes. Have a good day. You're welcome.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, thank you for holding and being patient for Miss [PII]. I got Miss [PII] on the line.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] with billing. Do you have a question about my email? Is that what it was?
[CUSTOMER][NEUTRAL] Yeah, um, uh, Mr. [PII] forward me your email that you sent to him and Roger.
[CUSTOMER][NEUTRAL] And it was about um the payments?
[CUSTOMER][NEUTRAL] So I just went back through and went through all year and.
[CUSTOMER][NEUTRAL] From what I can see is that we're all up to date other than February.
[CUSTOMER][NEUTRAL] Alright, let me just check this out here.
[CUSTOMER][NEUTRAL] Cause we, I got that we paid 2 in August.
[CUSTOMER][NEUTRAL] We paid [PII]'s invoice twice?
[CUSTOMER][NEUTRAL] Uh, once on the [PII] and once on the [PII], the same invoice.
[CUSTOMER][NEUTRAL] Hey, so it looks like this check was received in November, but at the time, um, we, it was like a, we, I think maybe we assumed it was uh a double payment on the same invoice because it had um the.
[CUSTOMER][NEGATIVE] I can't even think of what it's called off in that terrible this the ticket stub, the stub for the November invoice with it, but we had already received payment for November.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] It's just possible that maybe y'all intended for it to be possibly for December and then then we received December so it was paid um I do have January's invoice that's still outstanding that this could cover like my email was saying but the January invoice is just slightly more than that, uh, check that we received for November.
[CUSTOMER][NEUTRAL] So the check that you received for yeah, the check that you received for November, the check number 15988, that was for the month of November, that was for November's invoice.
[CUSTOMER][NEUTRAL] And then the check number that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I apologize, I didn't mean to interrupt you. What were you saying? No, no, no, and then check number 15945.
[CUSTOMER][NEUTRAL] That was for October.
[CUSTOMER][NEUTRAL] Alright, it might be something somewhere it got a little uh messed up. Let me just check, yeah, it did, it did get all it did. You're correct with the 295 55 credit. You're correct with that. It all started back in August.