AccountId: 011433970860
ContactId: dbf89f5b-0f17-4ca4-ae81-96a0dba69eb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448299 ms
Total Talk Time (AGENT): 197812 ms
Total Talk Time (CUSTOMER): 216922 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/dbf89f5b-0f17-4ca4-ae81-96a0dba69eb0_20250321T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and um on the care team and I've got [PII], a broker. He's calling about a invoice, some invoice.
[CUSTOMER][NEUTRAL] Confused for his group and I verified him.
[AGENT][NEUTRAL] What's my number.
[AGENT][NEUTRAL] What's that group number, love?
[CUSTOMER][NEUTRAL] Uh, group number is 9966.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] And this, uh, this is my 2nd day so when I, when I transfer the call, do I hit join? is that or join on the OK.
[AGENT][NEUTRAL] Yes, yes, well you can if you're gonna introduce me you can join, but if you just wanna give them to me you can just um.
[CUSTOMER][NEUTRAL] It's.
[AGENT][NEUTRAL] What's the other one,
[CUSTOMER][NEUTRAL] Swap
[AGENT][NEUTRAL] Oh yeah, you don't wanna swap because that just goes directly to him join you wanna hit join. What's that invoice number?
[CUSTOMER][NEUTRAL] Swap
[CUSTOMER][NEUTRAL] Fine, OK.
[CUSTOMER][POSITIVE] Oh, I'm so sorry he didn't I didn't get that that's my bad. I'm sorry.
[AGENT][NEUTRAL] OK, no worries, no worries, but it's 9966.
[CUSTOMER][NEUTRAL] Yes, Pulaski County commissioner.
[AGENT][NEUTRAL] And his
[AGENT][NEUTRAL] His name was [PII].
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Yes, [PII] and I verified him so.
[AGENT][NEUTRAL] OK, what's that callback number?
[CUSTOMER][NEGATIVE] Oh gosh, I didn't get his number either. Goodness gracious, I was all flustered because I.
[AGENT][POSITIVE] It's OK. It's a learning curve, no worries, I totally get the phones are frustrated. Yes, no, that's fine. You can send them on over and I'll get it from them.
[CUSTOMER][NEUTRAL] I'm one of these jobs.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and to to confirm.
[CUSTOMER][NEUTRAL] Um, I just hit join and he'll be on the line with you and then do I leave the call?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that how you do it?
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes ma'am. Oh, I'm sorry that you didn't heard me. Yeah, just join and then you can leave the call.
[CUSTOMER][POSITIVE] OK, thank you so much thanks
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] and billing. How are you today?
[CUSTOMER][POSITIVE] I'm good. How about you?
[AGENT][NEUTRAL] I'm well. I understand you have some issues with an invoice maybe discrepancies.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, say again.
[AGENT][NEUTRAL] She said you're having uh invoice discrepancy issues?
[CUSTOMER][NEUTRAL] Right, this was, uh, it's on group number 9966 Pulaski County Commissioner.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And which invoice is it that is in question?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, um, they had a new sheriff that was elected here in the county, and there, there's six individuals that came off the billing for January. Uh, his, his new term went into effect [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And on the January billing, it shows those employees retired.
[CUSTOMER][NEUTRAL] And it shows uh uh the total of those uh.
[CUSTOMER][NEGATIVE] And it was more than one policy for those individuals so they showed that but for February and March they will bill for those same individuals and I got a delinquency notice from a young lady by email today and uh I you know just checked into it and they're not subtracting those individuals off the billing and that's the reason why it's delinquent.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Oh, yeah. Let me get that.
[AGENT][NEUTRAL] So you are you on the OSC on the online service center?
[CUSTOMER][NEUTRAL] No, I, I, I, well I actually I did pull up the billing, uh, for those individuals and I, I've got them in front of me.
[AGENT][NEUTRAL] No, OK, I was just making sure.
[AGENT][NEUTRAL] OK, well, I what I can do is look at the uh January invoice and I can take them off with both the February and March invoices, but it's definitely something that um whomever does reconcile this bill they can take them off if they see someone on there in the future that should not be on there they would just zero out the amount due and then just put a little comment like terminated, retired, drop coverage whatever the case may be.
[CUSTOMER][POSITIVE] But I did pull up uh those billings yes.
[CUSTOMER][POSITIVE] That yeah that'd be great.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, but what I'll do is go in and everyone that was marked retired on the um.
[AGENT][NEUTRAL] January invoice I'll go ahead and take care of that on the February and March invoice.
[CUSTOMER][NEUTRAL] OK, if you would, because I know um they they'll get uh this.
[CUSTOMER][NEGATIVE] You know, past due delinquency gotta pay by 10 days' notice, uh, and it's not.
[AGENT][POSITIVE] Don't even worry about that. Um, we do need to get them paid, but I can definitely adjust those for you real quick.
[CUSTOMER][POSITIVE] Alright thanks bye.
[CUSTOMER][NEUTRAL] Well, and, and it could have been that she has, uh, that the clerk has sent this, you know, those funds, but, uh, if she's been billed she probably not aware of what exactly to send.
[AGENT][NEUTRAL] OK, well, when they go to reconcile the bill with the payment, they'll see that uh I have marked these, uh, I've zeroed them out so they'll either be a credit that can be reissued back to the group, or we can apply it to a future invoice, whatever the group chooses to do.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and it's kind of odd that that, uh, they were shown as retired and been billed again. I know that could happen, but then when it was posted, it seemed like that would throw up, you know, the flag and they could have corrected that, um.
[AGENT][NEUTRAL] Yes sir, that definitely should have been uh corrected. I'm not sure what date that we were notified of those uh retirements, but it might be that one or both of those invoices had generated prior to us knowing, and that's why maybe I'm not 100% sure of that, but um.
[AGENT][NEUTRAL] It won't they the I will take care of the terminations of the policies in the system as well so that when [PII]'s generates this weekend, it will not they those individuals will not show up on the the on the uh invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a way that you could send me a copy of that invoice or is it something that will post online what you.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] I can definitely send you an updated invoice, yes sir.
[CUSTOMER][NEUTRAL] Yeah, if you would uh.
[CUSTOMER][POSITIVE] That'd be great because I could uh email and say look you you'll get some information that correcting that and and here's you know here's an updated invoice.
[AGENT][NEUTRAL] Yes sir, what is a good email address for you?
[CUSTOMER][NEUTRAL] It's uh it's like my last name is [PII].
[CUSTOMER][NEUTRAL] Agency
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I apologize, I never got a callback number in case I need to give you a call back or if we drop, what can I, uh, what number can I call you back at?
[CUSTOMER][NEUTRAL] Sure it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So it's [PII]. I will send both of those invoices over.
[CUSTOMER][NEUTRAL] Yeah it's
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] And uh I I appreciate your help on this very much.
[AGENT][POSITIVE] Absolutely. I apologize I had been hardy uh taken care of, but we will get that taken care of now and I will send over the uh email with confirmation of those terminations and the updated invoices. Is there anything else I could help you with while we're on the phone?
[CUSTOMER][POSITIVE] That'd be great.
[CUSTOMER][POSITIVE] No, uh, that's it today, and I appreciate your help and you have a good weekend.
[AGENT][POSITIVE] No problem, Mr. [PII], you have a great weekend too. Thanks for calling APL.
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][NEUTRAL] Yes, sir. Bye-bye.