AccountId: 011433970860
ContactId: 991cf36f-8a1a-4b7b-bb1d-25785df86299
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292820 ms
Total Talk Time (AGENT): 85612 ms
Total Talk Time (CUSTOMER): 172500 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/991cf36f-8a1a-4b7b-bb1d-25785df86299_20250505T15:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a group on the line. She said she sent a, well, she made a credit card payment on [PII]. And um it looks like based on what I'm seeing, she's still um due for some, for a payment, um, but she's confused because she said that she, she believes she should be up to date. Um, I don't know if I should send this to customer service or to you.
[AGENT][NEUTRAL] Is it on the group, you said?
[CUSTOMER][NEUTRAL] It's the group, yes.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's who you got on the phone?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Miss [PII], she's the main contact.
[AGENT][NEUTRAL] And she said she sent a credit card payment, um.
[CUSTOMER][NEUTRAL] She made a credit card payment on [PII], um.
[CUSTOMER][NEUTRAL] And I see a note here, but I'm not really sure because it says credit card payment for insured that the group didn't pay for an invoices so I don't know what which invoices that or where, where was it applied to, which one was it applied to. I pulled the history, but I'm not really sure based on the history what um invoice was applied to because it was supposed to be, I guess, for March based on what she's telling me, but I see that there's a payment for April. I don't see one for March.
[CUSTOMER][NEUTRAL] And then what's going on.
[AGENT][NEUTRAL] I don't see any invoices due.
[AGENT][POSITIVE] But I can talk to her if I need to. That's not a problem. Have you got a good callback number for her?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I did. Um, it's [PII].
[CUSTOMER][NEUTRAL] And she's just a little confused because there is um you know like additional payments for one of the members on the March um invoice which I went over it with her. I told her it was for January, um, January, February, March, and that's why that is there and then the rest of the month was paid just regular monthly payments for that member which it was for [PII], um, but yeah, she's still a little bit confused.
[CUSTOMER][NEUTRAL] The payments I guess. So let me just go ahead and put her in, OK?
[AGENT][POSITIVE] All right dear, thank you so much.
[CUSTOMER][POSITIVE] Mhm. You're welcome. Here she comes. Have a good day.
[AGENT][POSITIVE] You as well. Thank you.
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Ms. [PII] on the line. Um, she can assist you from here.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome. she's in the group billing department. You're welcome have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in group billing. Um, I understand you're calling, uh, good callback number for you just in case it's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] And you're calling about a payment that you made, um, for April, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] So I'm calling because that payment is not reflecting online and it looks like it should have been 4 months of an employee but I had already paid 1 of those months.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It looks to me like I I just wanna make sure that I wasn't overbilled for that employee, [PII].
[AGENT][NEUTRAL] OK, I can help you with that. Just a moment. Let's let me see what we um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You.
[AGENT][POSITIVE] Get my fingers working here. Um, just one moment. I do apologize.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] I'm sorry, I'm gonna have.
[AGENT][NEUTRAL] You're gonna have to
[CUSTOMER][NEUTRAL] I'm gonna have to call back. I'm so sorry. Is there any way that you can email me the information to the main email?
[AGENT][NEUTRAL] Can you give me the name of the person?
[CUSTOMER][NEUTRAL] I'm gonna have to call back because I, I have a call, I'm meeting [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll look at this and we'll get back in touch with you then [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] sorry I just have a [PII] meeting that I can't miss.
[AGENT][NEUTRAL] OK, dear.
[CUSTOMER][POSITIVE] Our time thank you have a good day bye bye.
[AGENT][POSITIVE] All right. Thank you. You as well. Thank you. Bye.