AccountId: 011433970860
ContactId: 97619b4c-547a-4c55-a8e2-3a8bd979de93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339899 ms
Total Talk Time (AGENT): 151507 ms
Total Talk Time (CUSTOMER): 206356 ms
Interruptions: 6
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/97619b4c-547a-4c55-a8e2-3a8bd979de93_20250603T13:33_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] with the APL care team. I have a group admin on the line who thinks that she is underpaying in her premium and then she was also wanting to see her invoice history for um the month of [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What is the
[CUSTOMER][NEUTRAL] 25639
[AGENT][POSITIVE] Thank you and
[CUSTOMER][NEUTRAL] And I verified her as [PII].
[AGENT][POSITIVE] OK, thank you so much. Did you get a callback number?
[CUSTOMER][NEUTRAL] Uh, the callback number is [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. I'll be happy to help her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] I'll put it on now.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Good morning, [PII]. How are you doing this morning?
[CUSTOMER][POSITIVE] Hi, I'm doing good and you?
[AGENT][POSITIVE] I'm doing great, thank you so much for asking. Um, my name is [PII]. I work in the group building department and I'll be happy to assist you. I understand that you're wanting to.
[CUSTOMER][NEGATIVE] Come on, but I'm having a hard time listening. I have a hard time hearing you. Some muffled.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. [PII]. Is that, is that better, [PII]? Can you hear me better now?
[CUSTOMER][NEUTRAL] You said [PII], right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see. OK, let's just deal with it.
[AGENT][NEUTRAL] Well, no, I want to be able to hear me, um.
[AGENT][NEUTRAL] Is that better?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Thank you, [PII]. OK. Are you wanting your invoices sent to you? Is that what you're calling about? I'm sorry. Is that what you're needing?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Mhm
[CUSTOMER][NEUTRAL] Yeah, I, I requested a pay history to see the status of my account and I noticed that, um, you know, because I was um
[CUSTOMER][NEGATIVE] There's some invoices that I'm afraid they were showing us short pay.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh I just wanna make sure that's.
[CUSTOMER][NEUTRAL] Like what's going on because let me tell you this, the whole situation. I can give you one specific so you can see. I don't know if that will help you, see what I'm trying to say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, well, what do you? Yes, ma'am.
[CUSTOMER][NEUTRAL] So I'm just looking at that's the one, the one for [PII], OK? Uh you guys bill us 39,000 and I paid 35.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because what I was doing and I I'm afraid I was doing it incorrectly, um, I will do the reconciliation of the bill, um, while the bill was still open and whatever I noticed, I don't know if somebody was still uh was you guys were building up for somebody that was terminated. I will put, you know, I will.
[CUSTOMER][NEUTRAL] Figure it out like within like do 0 and then I will save the changes and I will pay the bill.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So that's what I'm now like, uh, I think I was doing it correctly or I can provide you the notes so we can bring the account to, um, you know, to, to update the account. Mhm.
[AGENT][NEUTRAL] Yeah, well, I can
[AGENT][NEUTRAL] I can send you a detailed invoice as to how, how you made that payment. I saw that there was some credits, it looks like also on this bill that you're referring to for May. Would you like me to email that to you, [PII]? Would that help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, but, and, but, um, I guess that my biggest, because my controller was asking, we wanted to make sure that we are not showing like a short pay, like we're not, you know, that's I guess a better question if we're showing.
[AGENT][NEUTRAL] No, ma'am. It's not showing that. No, ma'am, it's not. It's not showing a short pay. You're paid that, yes, ma'am. So let me do that. Let me email that to you because it's really easy to look at. It's gonna show you what your credits were because I do see that you have several credits on here that maybe in the previous month was overpaid, and I do see that there was some terminations as well. And also,
[CUSTOMER][POSITIVE] Oh, thank goodness, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Some members also did not enroll at the open enrollment effective [PII]. So those are some credits on that May bill. So that's probably what you're referring to. Um, so yes, ma'am, I can email that to you. Would that be helpful?
[CUSTOMER][NEUTRAL] Yes. Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Yes, absolutely, and, um, since I have you on the phone, moving forward, if you, do you think it's better if I pay the bill as you guys, the, the amount that you, you know, charge us and then I submit, uh, a request for the credit based on what I, what, what the reconciliation find out like, like, for example, termination and things like that, like you can see in that bill. Is that a better accounting way to do it?
[AGENT][NEUTRAL] OK, I'll do that, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] No, that's correct. That's a good question. It's a very good question, but that's gonna, gonna be strictly up to you. If you end up overpaying something, we're gonna credit that to you, OK? So, um, if you, if you do it before him, either way, it's gonna work out in the end. Does that make sense? So it's whatever you prefer to do that better for you, OK?
[CUSTOMER][NEUTRAL] Mhm yeah.
[CUSTOMER][POSITIVE] Oh, OK, yes, perfect. OK.
[CUSTOMER][NEGATIVE] OK, because that's why my controller was asking me. He was afraid that, you know, for accounting purposes, you're supposed to, you know, pay and then request the credit. So he's thinking, oh my God, we're gonna be in bad standing with them. I'm like, oh, OK, OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] No, you're not in bad. You're currently paid. You're good. It's just your gene invoice to you right now. So I'll go ahead and send that mail to you. You're welcome, [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Perfect. Thank you very much, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, that will be all. That would be great. If you send me that, I can show him that and we'll be good. Mhm. OK. Thank you. Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] No problem. Thank you for calling me. I hope you have a great day, [PII].
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] OK, bye-bye.