AccountId: 011433970860
ContactId: aee8886f-ed5c-434c-8487-f6376800964a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305089 ms
Total Talk Time (AGENT): 121820 ms
Total Talk Time (CUSTOMER): 124218 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/aee8886f-ed5c-434c-8487-f6376800964a_20250205T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Doing good thank you um I've got a group admin on the line uh calling about their February invoice uh she said that there were some items on that bill uh from December and January that she said had already been paid and so she just wanted to take a look at that with y'all.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] It is 261-38.
[AGENT][NEUTRAL] OK, and what's the [PII], OK.
[CUSTOMER][NEUTRAL] And we are speaking with uh [PII]. I'm sorry?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh no, you're, you're fine. You answered my question as I was asking.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And did you need the invoice number?
[AGENT][NEUTRAL] Uh, you said the February invoice.
[CUSTOMER][NEUTRAL] Yeah, um, the one ending in 0673.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, you can go ahead and send over.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hi, this is in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Hello, yeah.
[AGENT][NEUTRAL] Oh yeah, I understand that you have some questions about your February invoice. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, what can I help you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yes, so the invoice number is 2613, no sorry, that's a good number, but I think you have the invoice number, right?
[AGENT][NEUTRAL] Yeah, it's 63 the year February invoice 638-0673.
[CUSTOMER][NEUTRAL] Yeah, so the question is in regards to [PII]. There's a $1440 charge for us for January and December. That December, um, amount was paid on the January invoice, and on January invoice you guys invoiced us the correct amount, so we do not owe those two charges.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, let me see, it looks like it might be.
[AGENT][NEUTRAL] In your assistance account.
[CUSTOMER][NEUTRAL] Yeah, so, so in December you guys um charged us the 2880.
[CUSTOMER][NEUTRAL] Uh, but then in January you guys correct, uh, corrected it and, and charge us the complete amount 4320.
[CUSTOMER][NEUTRAL] So in that same uh invoice we were charged the 1440 for December so we pay that amount and then um.
[CUSTOMER][NEUTRAL] So we don't owe anything because it's already.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah I see it um it looks like it you it's in we have it in, uh, your systems account, um, but it looks like your representative hadn't gotten.
[AGENT][NEUTRAL] Um, around to applying it yet, but I will go ahead and apply it. But that's the only reason that it showed up on your bill is, um, just because it was still showing uh pay to date like you were a month behind just because the, since you paid extra on a bill, it automatically went to your suspense account, so you have to go in and like manually apply it. So that's all that was.
[CUSTOMER][NEUTRAL] But can I have an um uh a readjusted uh invoice so I can pay the correct amount with the correct amounts.
[AGENT][NEUTRAL] Yeah, and do you guys have an online service in our account?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you guys have an account, uh, do you guys pay your bill online?
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so I was gonna say you can actually adjust it, um, but yeah, I do see you don't have an account. Um, however, if you'd like to get one set up, I can send you so that, um, an email with the information on how to set that up, but I'll go ahead and adjust the invoice, uh, this time on my end since you don't have access.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But OK, so and you're gonna send me a, uh, the adjusted one by email, right?
[AGENT][NEUTRAL] Yeah, 2, let me see, um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, I'll send you um an email with the adjusted invoice and I'll also just send you instructions on how you can get set up to where you can actually like manage your invoices online and pay them online and stuff, OK?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds great. All right, but.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much.
[AGENT][POSITIVE] All right, thank you for calling ATL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.