AccountId: 011433970860
ContactId: cfead70b-f336-4dae-aad4-e6b5820d3e85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 735320 ms
Total Talk Time (AGENT): 224875 ms
Total Talk Time (CUSTOMER): 275794 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/cfead70b-f336-4dae-aad4-e6b5820d3e85_20250225T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the city of [PII], and we received a letter from you guys on [PII] about an outstanding, uh, invoice number 14982.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It says it's actually no that's not right uh the invoice is 0006376678.
[CUSTOMER][NEGATIVE] And then um I'm sitting here with the bill it's just being processed now. I've been out for two weeks and I apologize and I'm putting it through, but, but the amount says $19 and our invoice says $24,860. The 24,860 is what it always is. I'm wondering where the 19 uh what the $19 is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it saying $19 on the portal? Is that where you're trying to pay it?
[CUSTOMER][NEUTRAL] No, it's a letter that we got from you guys, um, electronically.
[AGENT][NEUTRAL] Oh, OK, the letter, yeah.
[CUSTOMER][NEUTRAL] Yeah, it says if um.
[CUSTOMER][NEUTRAL] If you don't show this amount is outstanding, let us know so the outstanding amount for that invoice is 19, the outstanding amount for that invoice.
[CUSTOMER][NEUTRAL] I'm paying 248.60 and I'm trying to find out if I need to add 19 to that or if something's gone crazy.
[AGENT][NEUTRAL] OK, yeah, let's let's take a look. What is the group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, hold on
[CUSTOMER][NEUTRAL] Group 14982.
[AGENT][POSITIVE] Thank you so much. OK.
[CUSTOMER][NEUTRAL] And the invoice being referenced ends with 6678.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] 6678. OK, thank you so much.
[AGENT][NEUTRAL] All right, let me pull up.
[AGENT][NEUTRAL] I'm not even seeing that one. Let me.
[CUSTOMER][NEUTRAL] I can just go ahead and pay our regular bill for 248 60 I think 4860, and if that 19 comes around again I can call back just seems odd.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me look at the last couple that were sent out and see if I can make any sense of this.
[CUSTOMER][POSITIVE] Oh, that's a good idea. I should have looked at that.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I can look at electronically.
[AGENT][NEUTRAL] That one.
[AGENT][NEUTRAL] It's not due till the [PII].
[AGENT][NEUTRAL] Next month so.
[CUSTOMER][NEUTRAL] The December bill I paid the 24,860. I'm just going back a couple of see if I've changed the payments at all, but they're, they're all exactly the same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know if somebody was added maybe.
[CUSTOMER][NEUTRAL] Maybe that we have a new employee that I that I wasn't following. I don't I'm not the HR specialist I just pay the bills.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I do see one bill and invoice sent out premium due.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] This invoice ends in 9227 where it's $19 and it's just for one employee.
[CUSTOMER][NEUTRAL] I'm guessing that's what it is 1927.
[AGENT][NEUTRAL] It must be, yeah, it's just, uh, it's [PII], I believe is the name.
[CUSTOMER][NEUTRAL] [PII] right?
[AGENT][NEUTRAL] Yeah, [PII], sorry, um, but I see that that same amount, [PII] that you do as you were talking about.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] For all the other invoices, you know, that 24,860.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah, um, so I'll pay this bill it's in my hand it's already actually been sent down to finance, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's harder to stop it now, but I'm guessing the 19 will come back up if [PII] was added or something. Let me just look and see.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] [PII] is on this bill. He's already on this bill, premium amount 19. He's included in this bill. That's so odd.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Can I just do this bill and you know I'll do whatever you want obviously but if I do this bill with him on it and then it's wrong, um, I can add it to next month's bill?
[AGENT][NEUTRAL] Yeah, it could be um
[CUSTOMER][NEUTRAL] Because I see him on this bill for the 248.
[AGENT][NEUTRAL] Do you? OK.
[CUSTOMER][NEUTRAL] 60, yeah, I'm looking right at him. [PII], he has two accounts, 41, 40, and 19, and they're both.
[AGENT][NEUTRAL] Oh, I do. I see. And then 1921 40 and 19. What is this other product that this RCLT?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's like $19 for.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEGATIVE] It's so odd.
[AGENT][NEUTRAL] Um, yeah, I mean the only other thing that I can do is.
[AGENT][NEUTRAL] Um, cause it's not adding up. Let me try it.
[CUSTOMER][NEUTRAL] 9.
[CUSTOMER][NEUTRAL] to
[AGENT][NEUTRAL] Because the invoice that you have shows 22,960.
[CUSTOMER][NEUTRAL] Plus 19, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it adds it up to be 2 4860.
[AGENT][NEUTRAL] Why is it sending it that way?
[CUSTOMER][NEUTRAL] So it looks like they've already added it on, do you see what I mean?
[AGENT][NEUTRAL] Yeah, that's weird. OK, let me, um, let me call over to somebody that does payments and billing to see if they have any insight on this. Um, do you mind holding the line, sir, one second.
[CUSTOMER][NEUTRAL] I don't know. I don't, it is really weird.
[CUSTOMER][NEUTRAL] I do not.
[AGENT][POSITIVE] All right, thanks so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ping
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm doing fine, [PII], thank you for asking. How are you?
[AGENT][NEUTRAL] I'm good. um I have an invoice that I'm looking at and I'm wondering if maybe you could just look at the invoice, help me make sense of it, or maybe help the caller on the line there with a group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want the invoice number, the group number? what works best for you?
[CUSTOMER][POSITIVE] The group number is fine.
[AGENT][NEUTRAL] OK, it's 14982.
[AGENT][NEUTRAL] For the city of, I think, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what are they wanting?
[AGENT][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.
[CUSTOMER][NEUTRAL] OK, I'll tell you what, you send her on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], yeah. What, what's her name?
[AGENT][NEUTRAL] Her name is [PII] actually also.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me double check and make sure that I'm telling you correct just for your knowledge since you wanted to know.
[AGENT][NEUTRAL] Yeah, yeah, yeah, yeah, yeah, I mean, I was, oh, company one there I see it, OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So it's 3 different products. I'm, I'm, I'm pretty sure that that's what that is.
[CUSTOMER][NEUTRAL] I say that, but, you know, I have been wrong before.
[AGENT][NEUTRAL] It's OK. It's OK.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] You suggest
[CUSTOMER][NEUTRAL] He's on there twice.
[CUSTOMER][POSITIVE] And one is a 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.
[AGENT][POSITIVE] OK. All right, [PII], thank you so much. I appreciate you.
[CUSTOMER][NEUTRAL] And who is it I'm gonna be talking to [PII], you told me that, OK, and the, and a good callback number to [PII].
[AGENT][NEUTRAL] Her name is [PII]. Mhm.
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][POSITIVE] All right, you can send her on and I'll be glad to help her.
[AGENT][POSITIVE] Thanks, here she comes.
[CUSTOMER][POSITIVE] Thank you, dear.
[CUSTOMER][NEGATIVE] Hi [PII], this is [PII].