AccountId: 011433970860
ContactId: 9f4e41fa-ca3b-4184-ab47-e0f7b598a01c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262750 ms
Total Talk Time (AGENT): 117406 ms
Total Talk Time (CUSTOMER): 135839 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/9f4e41fa-ca3b-4184-ab47-e0f7b598a01c_20250520T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Hey [PII], I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have a group admin on the other line. Um, it's for group 26142.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, we're speaking with [PII]. So she said that she made a payment for the group. I have the invoice number, but she has more adjustments that she needs to make on it, so she's wanting us to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like, I guess delete the, yeah, so that she can make the changes. I don't know how to word that, but I knew you'd know what I was talking about.
[AGENT][NEUTRAL] Like open it
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] OK, yeah, I know what you mean. I do. I'm pulling up the invoice in the OSC, um, and what invoice number was it? Just to make sure I'm looking at the right one.
[CUSTOMER][NEUTRAL] So it's 6
[CUSTOMER][NEUTRAL] 6,388,460.
[AGENT][NEUTRAL] OK, yeah, that one's submitted so I'll take a look at it um and what's her callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I got it and we're speaking with [PII], so I think I got everything I need.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alrighty hold on one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello, [PII].
[AGENT][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing wonderful, [PII]. How about you?
[AGENT][POSITIVE] Great, I'm doing well thank you uh so [PII] gave me your group's information, um, so I have everything pulled up and she let me know that you needed to make some additional changes to your, um, May invoice, uh, is that right? and that you wanted to see if we could open that back up?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, absolutely, let me take a look here um let's see, yeah, so it doesn't look like.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We have the payment or anything that it doesn't look like it's pending so I should be able to open this up for you.
[CUSTOMER][NEUTRAL] That would be great because so the payment is coming from so we use a third party payroll provider so the payment's coming in and I know the payment amount is gonna be $5,137.72. So when I initially calculated it, I was like, OK, so this is gonna throw me into a like a $14 overage. So you know, uh, because I had added a couple of things.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEGATIVE] Onto it and deleted a couple of things, but then when I got to looking at it, um, you guys had sent us a refund check for [PII] for her cancer policy for the March payment. It was accidentally turned it has since been reinstated. Well, I added it back in for the April payment but I didn't account for the refund that came.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, I see that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] So really her adjustment should be about $118.16 which is gonna put me even more out however I do want to evaluate a couple of things for investigating some things so it would be great if I could just get it deleted and then rework it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, absolutely. So I've opened that back up so um you should be able to refresh and go in and make any other changes that you need to make um now let me look at [PII]. So I know you said we sent a refund check back do you know if that um was cashed or if that could just be um.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Ma'am?
[CUSTOMER][NEGATIVE] It was because I was not here the day that it was received so it got processed otherwise I would not have cashed it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine. I was just gonna say we could void it if we needed to, but yeah, so you can add that um adjustment back in for her um.
[CUSTOMER][NEUTRAL] Um, I would have called first.
[CUSTOMER][POSITIVE] Yeah, I'll do that. I appreciate your help with this.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, absolutely. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK perfect well if you have any other questions just give us a call OK?
[CUSTOMER][POSITIVE] Thank you so much I appreciate your time.
[AGENT][POSITIVE] Absolutely you're welcome [PII] thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.