AccountId: 011433970860
ContactId: 9cbe8c35-a090-4df9-9c21-51feaddf35ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210839 ms
Total Talk Time (AGENT): 118390 ms
Total Talk Time (CUSTOMER): 70719 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/9cbe8c35-a090-4df9-9c21-51feaddf35ee_20250307T14:48_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] Hey [PII], I'm about to transfer you.
[AGENT][NEUTRAL] OK, what's her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] I'm doing fine. OK, so.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] [PII] is still in training, so I said just go ahead and transfer you over to me. Um, so you have an employee who termed effective to one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] The reason she showed up on the February statement.
[AGENT][NEUTRAL] is because bills had already run at the end of January for February.
[AGENT][NEUTRAL] And we received the notice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like [PII] to term her so they can just make the adjustment on the February statement, um, the March statement.
[AGENT][POSITIVE] And now if they've already paid it we can ask for a credit for that. I'll just get with our billing department and have them credit the money back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, yeah, I understand that because I, I understand that you know probably crossed dates, but that's why she thought it, it would be reflected in the March statement and it's not.
[AGENT][NEUTRAL] Yeah, I'll just get with our billing department and if we received premium for her for February.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] We'll have them refund that premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So should I tell them to deduct that amount from March or is that gonna make like a total catastrophe?
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] I think that might, yeah, I think that might make a bigger mess. Um, it looks like they, they paid their statement for March today.
[CUSTOMER][NEUTRAL] I know that's why I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually I think it they paid it yesterday um but.
[AGENT][NEUTRAL] And they paid it in full for the 3 people that are remaining on there.
[AGENT][NEUTRAL] Um, so let me see if we have excess money.
[AGENT][NEGATIVE] That they would have paid on.
[AGENT][NEUTRAL] I'm not seeing her name right now, but um,
[AGENT][NEUTRAL] Yeah, let me see if we have excess money for her.
[AGENT][NEUTRAL] Let's say it would have been 4.
[AGENT][NEUTRAL] Never.
[CUSTOMER][NEUTRAL] 100 right.
[AGENT][NEUTRAL] Yeah, it would have been 100 and, oh shoot.
[CUSTOMER][NEUTRAL] I mean if you guys can just put the credit in the next statement that'll be fine. That's all we need so I can get this off of my back before I just give her the $120 so that she can leave me alone because I don't have enough. I, I, I'm worth a lot more than I mean my time is more valuable.
[AGENT][NEUTRAL] OK. Credit. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know, I know sometimes it's just not worth it, yeah, let me get with our billing department and see if they can credit that money back.
[CUSTOMER][NEGATIVE] It's not worth it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] Not a problem. Is there anything else I can do for you this morning?
[CUSTOMER][NEUTRAL] So I will let her know that in April that will be reflected.
[CUSTOMER][NEUTRAL] On the statement.
[AGENT][NEUTRAL] It should be reflected as a credit, yeah.
[CUSTOMER][NEUTRAL] OK, I will email her and I will copy you guys on that email.
[AGENT][POSITIVE] Perfect, perfect.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Thank you. You have a great weekend, OK?
[CUSTOMER][POSITIVE] Thanks. You too.
[AGENT][NEUTRAL] Mm bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.