AccountId: 011433970860
ContactId: a24b5181-4928-42d2-88e8-ed9d3aa21234
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231820 ms
Total Talk Time (AGENT): 66580 ms
Total Talk Time (CUSTOMER): 114853 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/a24b5181-4928-42d2-88e8-ed9d3aa21234_20250221T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I have a group admin on the line who said that she received an email from us regarding uh premium due for their group. um she doesn't have an invoice number but I mean from what I can see it looks OK but she just wanted to verify that was all good.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 17559.
[AGENT][NEGATIVE] Yeah, we're missing the October invoice.
[CUSTOMER][NEUTRAL] She said it was for October. OK, OK. Do you want me to hand you to her? We're speaking with um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, who am I speaking to?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Was I transferred to you?
[AGENT][POSITIVE] Yes, ma'am. What can I help you with?
[CUSTOMER][NEUTRAL] Did she just transfer without giving you my information?
[AGENT][NEUTRAL] She gave me your group number and said you're calling about an outstanding invoice.
[CUSTOMER][NEUTRAL] Oh, OK, so she did. OK. So, I received an email saying that we have an outstanding invoice from October of last year. This is the first time I hear about it, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Was there not a payment sent?
[AGENT][NEUTRAL] Uh, not for the October invoice, no, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, I'm gonna have to.
[AGENT][NEUTRAL] And there was an email sent back in December regarding the outstanding invoice as well.
[CUSTOMER][NEUTRAL] And it wasn't paying? That's weird.
[AGENT][NEUTRAL] Yeah, and it looks like.
[CUSTOMER][NEUTRAL] When was the invoice, what was the email sent in December?
[AGENT][NEUTRAL] I'm sorry, do what?
[CUSTOMER][NEUTRAL] When was the email sent in December and what did it come under like what email address so I could search it.
[AGENT][NEUTRAL] Uh, it was sent on [PII] and it came from an [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then there was another one sent [PII] coming from [PII] as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I pay this online like uh ACH?
[AGENT][NEUTRAL] Yes ma'am, you can go to the our online service center and make that payment, yes ma'am.
[CUSTOMER][NEUTRAL] OK, what is the, uh, what do I have to like create an account and the whole hassle or can I just put in the invoice number and pay the bill?
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] Uh, ma'am, there's, um, already been a, uh, account set up.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There is, OK, let me see if I could do this with you on the phone.
[CUSTOMER][NEUTRAL] OK, what would be the website to go in so I could take care of this bill now?
[AGENT][POSITIVE] Secured.
[AGENT][NEUTRAL] Am public.
[CUSTOMER][NEUTRAL] OK, it's just.
[CUSTOMER][NEUTRAL] Let me see if I can pull it up. Give me one sec.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I don't have the password, so.
[AGENT][NEUTRAL] OK, what you'll need to do is just simply reset the password.
[CUSTOMER][NEUTRAL] Just reset it and it will be it will let me pay it through here.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me, let me look into this and then I'll go ahead and make a payment if I can find the payment that was made.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you. I appreciate your help. Um, I'll get this, uh, I'll get this taken care of today, OK?
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] No, you too. Bye-bye. Take care.
[AGENT][NEUTRAL] Right.