AccountId: 011433970860
ContactId: af57ee3e-af6d-42b5-ba18-caa3a72ca514
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642789 ms
Total Talk Time (AGENT): 85467 ms
Total Talk Time (CUSTOMER): 164682 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/af57ee3e-af6d-42b5-ba18-caa3a72ca514_20250603T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm calling from Western Christian Academy. How are you doing today?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] Doing well. I'm calling because I'm looking on my bill. I'm trying to make the payment for uh June's bill, um, but I've noticed that, uh, with one of the particular employees, it shows multiple times in the invoice. Um, this is the first time that I use your new, uh, portal system. I was hoping you could help me out with this, please.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Can I get your name one more time?
[CUSTOMER][NEUTRAL] Yes, it's [PII] last name [PII].
[AGENT][NEUTRAL] And a good callback number in case we get disconnected [PII]?
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[AGENT][NEUTRAL] And what's your group number?
[CUSTOMER][NEUTRAL] Uh let me see the bill here.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] I'm sorry I had it open and I just closed it right now.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Um, almost there loading group number 17371.
[AGENT][NEUTRAL] OK give me just a moment to look for that.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can I get you to verify the address and phone number that we have on file?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And the phone number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] Alright, and let's see, it showed that there was issues with the invoice?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, so I'm looking at Joanna Bio. The policy number is 258-025-1.
[CUSTOMER][NEUTRAL] And she's showing multiple times on the list.
[CUSTOMER][NEUTRAL] Um, I know that this employee had been an issue because she was being charged a different rate than our contracted rate.
[CUSTOMER][NEUTRAL] But we've been making the payments on this uh particular employee. When I go into the system and I try to delete the entry, it says that it's deleted but it doesn't remove it. And if I try to adjust the amount, it doesn't allow to make the change either, so I, I have no idea how to, uh, remove the multiple entries.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] And it has 6 entries instead of just 1.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me one moment, let me see if I can get someone from billing to help with that, OK?
[CUSTOMER][POSITIVE] Thank you appreciate it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And [PII], was it on the most recent invoice?
[CUSTOMER][POSITIVE] Yes ma'am, it's the one that is due right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] OK, and she's listed here.
[AGENT][NEUTRAL] 6 times.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It looks like this one is for her premium from January to June.
[AGENT][NEUTRAL] That's her her invoice is for her premium.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, but we've been making the payments for her since January.
[CUSTOMER][NEUTRAL] The initial amount that we it was being assessed and we've been making monthly adjustments, uh, was $36.38.
[CUSTOMER][NEUTRAL] Uh, and we've made adjustments through the last 6 months, uh, uh, trying to get you guys to update the information, but we've been making payments on her since, uh, January.
[CUSTOMER][NEUTRAL] For $33.79.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look at it real quick.
[CUSTOMER][POSITIVE] Yes, take your time.
[AGENT][NEUTRAL] OK, cause it looks like hers was supplemental. So you've been paying.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Let me get someone from group billing to call you back, is that all right?
[CUSTOMER][NEUTRAL] Yeah, that's, that's fine.
[AGENT][NEUTRAL] OK, is there a specific time that works for you?
[CUSTOMER][POSITIVE] No, I mean, we'd like to get a resolved as soon as possible so we can go ahead and send you all the payment that is due.
[AGENT][NEUTRAL] OK, well I will put in a request for group billing to contact you.
[AGENT][NEUTRAL] Um, and you said any time during the day is fine?
[CUSTOMER][NEUTRAL] Yes, uh, we're, I'm here until [PII].
[AGENT][NEUTRAL] OK, till [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And is that, um, what time zone are you in?
[CUSTOMER][NEUTRAL] Uh, I am in after [PII] in the morning, [PII].
[CUSTOMER][NEUTRAL] Except for Fridays.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will have someone from group billing call you back, OK?
[CUSTOMER][NEUTRAL] What is your name again?
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][POSITIVE] [PII], thank you so much for your help I appreciate it.
[AGENT][POSITIVE] OK, thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Blessings for your day. Take care.