AccountId: 011433970860
ContactId: b83cdd72-bfe8-4330-ad1e-1290b3ef48ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 712900 ms
Total Talk Time (AGENT): 357655 ms
Total Talk Time (CUSTOMER): 203535 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/b83cdd72-bfe8-4330-ad1e-1290b3ef48ec_20250225T18:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] in customer care. How are you today?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How are you?
[CUSTOMER][NEUTRAL] I'm good um I have an invoice that I'm looking at and I'm wondering if maybe you could just look the invoice help me make sense of it, or maybe help the caller on the line they're with a group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want the invoice number, the group number? what works best for you?
[AGENT][NEUTRAL] The group number's fine.
[CUSTOMER][NEUTRAL] OK, it's 14982.
[CUSTOMER][NEUTRAL] For the city of, I think Bedford.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what are they wanting?
[CUSTOMER][NEUTRAL] So she was going online to pay this invoice and the invoice ending in 6678, there's an employee [PII] who he's appearing a couple different times, so I couldn't figure out why he was on there like 3 different times.
[AGENT][NEUTRAL] OK. I'll tell you what, you can send her on. Just send her, yeah. What, what's her name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is [PII] actually also.
[AGENT][NEUTRAL] OK, [PII], yeah, just send her on. It'd be easier for me just to explain, I talk to her and um and explain it to because see what this is, this is a company 1 and a company 22, so that is what that is and that's probably because they have 3 different products, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me double check and make sure that I'm telling you correct just for your knowledge since you wanted to know.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, yeah, I mean, I was look oh company one there I see it OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So it's 3 different products. I'm, I'm, I'm pretty sure that that's what that is. Maybe.
[AGENT][NEUTRAL] I say that, but, you know, I have been wrong before.
[CUSTOMER][NEUTRAL] It's OK, it's OK.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] You suggest
[AGENT][NEUTRAL] He's on there twice.
[AGENT][POSITIVE] And one is uh um life policy and one is an accident policy. So, but you can send her on and I'll be able, I'll be glad to help her if and see what she needs.
[CUSTOMER][POSITIVE] OK. All right, [PII], thank you so much. I appreciate you.
[AGENT][NEUTRAL] And who is it I'm gonna be talking to? [PII]? You told me that. OK, and the, and a good callback number too, [PII].
[CUSTOMER][NEUTRAL] Her name is [PII]. Mhm.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] All right. You can send her on and I'll be glad to help her.
[CUSTOMER][POSITIVE] Thanks. Here she comes.
[AGENT][POSITIVE] Thank you, dear.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. Um, [PII] said that you were trying to go online and pay this invoice.
[AGENT][NEUTRAL] And you had questions on it? Is that correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I'm actually I'm not authorized to go online and pay it. What I do is submit it to our finance department in a purchase order.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So normally I the 240 I'm looking at the bill that is referenced in your letter to us it says invoice ending in 6678 um January and Mo due is 19, but I'm looking at the invoice ending in 667 8 and it includes that $19 but with a total of 24,860.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. And there was another one I think that was also sent for the 830,620.
[CUSTOMER][NEUTRAL] Mm, is that another invoice?
[AGENT][NEUTRAL] There should have been to that's another invoice for y'all but I mean you get the when you get.
[AGENT][NEUTRAL] When we bill the group it's got both.
[AGENT][NEUTRAL] On there, cause what it is is that, um, a life policy and then the others are accidents.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] So that's what that is. It's got a company, uh, company one total and the company 22 total.
[AGENT][NEUTRAL] If you look at the bottom.
[CUSTOMER][NEUTRAL] Right, this one only has.
[CUSTOMER][NEUTRAL] This one says 229.
[AGENT][NEUTRAL] I know the letter, the letter does not generate both of them.
[CUSTOMER][NEUTRAL] 229 6.
[CUSTOMER][NEUTRAL] Right, I'm looking at the bill. It says company 22 total 22 2960, 22,960.
[AGENT][NEUTRAL] So 2.
[AGENT][POSITIVE] Wow, I see what you're.
[CUSTOMER][NEUTRAL] Company 1 total 19 and the total is 24,860.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I see what you're saying now. I do apologize, but that is.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So I'm thinking it's all paid and I'm thinking in this letter that I got.
[CUSTOMER][NEUTRAL] Is a mistake, but I could be wrong.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Why did that come out like that?
[AGENT][NEUTRAL] Hold on just a moment. I'm on.
[AGENT][NEUTRAL] Look at this and see what I can figure out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because that is odd.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And the only reason why I knew this is because uh I had the uh.
[AGENT][NEUTRAL] I got a copy of the letter too so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, so in 20, I, I understand a good call that number for you is the [PII]. Is that correct? Just in case.
[CUSTOMER][NEUTRAL] No, the best number to call me at is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't know that I guess we have so many numbers they just come out as something different, but that is my number.
[AGENT][NEUTRAL] OK. All right, [PII], um.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] If you wanna look into that and call me back, that's fine.
[AGENT][NEUTRAL] And you're looking at the January invoice, so.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Ending in 66.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 78.
[AGENT][NEUTRAL] OK. I was just gonna see if I can say something really quick and if not, then I may just.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] would be the 248 that says.
[AGENT][NEUTRAL] Oh I'm looking at the March invoice that's the reason why I've got something different.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right. Let me go back to the January.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know why.
[AGENT][NEUTRAL] Because there was a termination.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Came off the January invoice.
[AGENT][NEUTRAL] I mean, uh,
[AGENT][NEUTRAL] Let me see when he, when did he terminate?
[AGENT][NEUTRAL] I thought there was a termination last time. I just wanted to make sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I remember that. Yes, he terminated effective to one of.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Of
[AGENT][NEUTRAL] This year.
[CUSTOMER][NEUTRAL] So if the if he terminated, wouldn't the bill be $19 less or however many wouldn't be less, not more.
[AGENT][NEUTRAL] Well, the 229.
[AGENT][NEUTRAL] So this is the invoice that we're looking at for the January.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is the 229.60 plus the $19 which would be the 24,860.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] If he terminated the effective [PII].
[CUSTOMER][NEUTRAL] So that'll show up in the next bill.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, actually it showed up on the March invoice. It didn't, and the reason why it showed up on the February invoice is because we had already.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Billed for February.
[AGENT][NEUTRAL] So therefore it showed up on the February invoice.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it will be taken off of February invoice.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the amount due for January is the whole total is the 24,860.
[CUSTOMER][NEUTRAL] OK, so I can throw this letter away?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Unless you're sending it to, I mean.
[CUSTOMER][NEUTRAL] Because it says 19, it says we owe $19.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I get what you're saying and the reason why is because it's too different.
[AGENT][NEUTRAL] Systems, so therefore.
[CUSTOMER][POSITIVE] I see what you're saying, so the 19 is included in the 24,860, so in other words, I don't have to worry about it at this time.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] We're all set. When I I process that bill is processed for 24,860. It's down in finance. I just wanted to make sure that we're all set.
[AGENT][NEUTRAL] OK, you're fine.
[AGENT][NEUTRAL] You are and you can disregard that. If you've got a check on the way, I will make a note that you have that payment is being sent.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am. So, I get what you're saying. So we're both on the same page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We are thank you so much for your help.
[AGENT][NEUTRAL] We
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, I think I'm great thanks.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too bye now.
[AGENT][POSITIVE] Thank you. Bye bye.