AccountId: 011433970860
ContactId: 94dbdfb7-90d2-42a8-abd3-710ab8d6ab72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443089 ms
Total Talk Time (AGENT): 207112 ms
Total Talk Time (CUSTOMER): 172155 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/94dbdfb7-90d2-42a8-abd3-710ab8d6ab72_20250428T14:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII], agent in [PII]. How are you today?
[AGENT][POSITIVE] I'm [PII], how are you today?
[CUSTOMER][NEUTRAL] OK, I'm working on a little billing issue for one of my groups. The group number is a, uh, Med gap uh employer pay group. The group number is 25031.
[AGENT][NEUTRAL] OK, so you have a question on their billing. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, yes, I can try and take a look at that for you and help you with this as much as possible. So what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and give me a moment please to get the group's information pulled up and then I will need to verify just a couple of things with you first for security.
[AGENT][NEUTRAL] So first off, what is the name of the group?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Savatar.
[CUSTOMER][NEUTRAL] Inc.
[AGENT][NEUTRAL] OK, thank you and then your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. So how can I help you today?
[CUSTOMER][NEUTRAL] So last week I called up.
[CUSTOMER][NEUTRAL] The same department
[CUSTOMER][NEGATIVE] Because the client received strange billing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the month of April.
[CUSTOMER][NEUTRAL] Because customer service linked another agent's email to this account.
[CUSTOMER][NEGATIVE] By mistake
[CUSTOMER][NEUTRAL] And switched it from a monthly bill to a 26 payment per year bill.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEGATIVE] I explained this to the client. I said it was a mistake.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, pay the, pay the payment and then they should be corrected.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, the May bill just came out and it's for um twice as much as what it normally is.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need someone to review the bill with me please and figure out why each employee is being billed for like 3 months premium.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Instead of.
[CUSTOMER][POSITIVE] Correcting it the way that I requested.
[CUSTOMER][NEUTRAL] So whoever touched this account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Multiple times made a mistake. So, uh, I need someone to go back to March premiums.
[CUSTOMER][NEUTRAL] Paid April premiums paid.
[CUSTOMER][NEUTRAL] And then see why the May premium that was billed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Which I have a copy of in front of me is for 3 looks like it's for 3 months premium. Did the client get a credit, uh, you know, it doesn't show anything like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so because of the complexity, um, [PII], of this call, I can see some notes, but I'm going to connect you with someone who works in the actual billing division.
[AGENT][NEUTRAL] Um, and I will let them know when I transfer you exactly, you know, I'll give them the information that you've given me so far to have them look at that with you.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] I appreciate that because because the last person who I spoke to.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] I don't believe it was in the billing department and they they were a little uh unclear as to what I was trying to confirm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I don't and I don't think they followed through with what we discussed.
[AGENT][POSITIVE] OK. All right. Um, so yes, sir. I will be happy to connect you and then just kind of explain what you have, have given the information that you've given me, because I do see a, a note from the 12 to 26 pay and that they were to be fixing that. So, if you will give me just a moment, I will get you connected over. But before I do that, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] Nope, it's just just billing for this client.
[AGENT][POSITIVE] OK, sure. All right, well thank you again then for calling APL. I hope you have a wonderful day and if you will give me just one moment, I will get you connected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling ADO, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good, [PII] how are you honey?
[AGENT][MIXED] I'm good, thank you, but I have an agent that I'm not gonna say he's just a little upset.
[CUSTOMER][NEUTRAL] OK. Oh gosh, what's going on? What's his name?
[AGENT][NEUTRAL] So, um, his name is [PII].
[AGENT][NEUTRAL] And he's calling on behalf of group 25031 Avatar Inc.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you'll look at the notes on here.
[AGENT][NEUTRAL] This group had been changed from 12 to 26 pay but that was an error and that was supposed to have been being fixed.
[AGENT][NEUTRAL] And if you, yeah, you'll just need to look at the notes, the ones by [PII], but he is stating that the client, the group has received a strange bill for April.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And he said that there had been customer service had even put another agent's name on this group, so that was part of an issue, but he's showing on there as now but anyway he says that he thought that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The April, March and April bills were gonna be fixed, but now the May bill is like twice as much as it should be. It looks like they've been billed for 3 months.
[CUSTOMER][NEUTRAL] Any
[AGENT][NEUTRAL] So he is wanting someone to go over that bill with him and explain what is going on.
[CUSTOMER][NEUTRAL] It looks like it built for April and May. What's he saying that March didn't feel?
[AGENT][NEUTRAL] Well, he's just, he says that it's almost like they've been billed for 3 months of premium.
[AGENT][NEUTRAL] And that the bill is twice as much as it should be.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, let me talk to him. We'll figure it out. Thank you, [PII].
[AGENT][POSITIVE] All right. Thank you, [PII]. Have a great day.
[CUSTOMER][POSITIVE] I do not. You're welcome. You take your time.
[AGENT][NEUTRAL] And look, the, the phone number that is up on the screen, if you can see that, that [PII], that is also the same number he gave me as his callback.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I'm writing it down. Thank you, sweetie. I appreciate [PII]. I'll be glad to help you.
[AGENT][POSITIVE] OK, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Yeah, you too.
[AGENT][POSITIVE] Bye bye. Thanks, bye.
[CUSTOMER][NEUTRAL] Yeah