AccountId: 011433970860
ContactId: e5befd38-cc1f-4321-8492-8be8458d94ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2162080 ms
Total Talk Time (AGENT): 594591 ms
Total Talk Time (CUSTOMER): 604247 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/e5befd38-cc1f-4321-8492-8be8458d94ad_20250606T21:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. Um, this is [PII]. I'm with, uh, Launch Therapy Center in [PII]. I had been previously using my username to log in and now they're asking for an email address, and I've entered my email address and the group number, phone number, uh, not address, email, state, all that, and I continue, I get to have gotten to the verification page and they're supposed to send the email but the email never comes.
[CUSTOMER][NEGATIVE] And I checked for spam. I just tried it again. I've been out of town all day and instead of getting a verification, I get no user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] Yes, ma'am. You have to create a new login because our system was updated. But what's your name and policy number and I can verify your information.
[CUSTOMER][NEUTRAL] I'll call y'all, so I'm calling.
[CUSTOMER][NEUTRAL] I understand, but I'm trying.
[CUSTOMER][NEUTRAL] Um, my name is [PII] or you need my business name?
[CUSTOMER][NEUTRAL] A group number. I have all that.
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] Your policy certificate number?
[CUSTOMER][NEUTRAL] Policy certificate number.
[CUSTOMER][NEUTRAL] I don't have that. I'm looking at the invoice.
[AGENT][NEUTRAL] Are you calling for the group or are you calling as an individual trying to set up on an online service center?
[CUSTOMER][NEUTRAL] A group.
[AGENT][NEUTRAL] OK, what's that group number?
[CUSTOMER][NEUTRAL] 26897
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'm trying to pay the bill.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you in [PII] too?
[AGENT][NEUTRAL] Uh, no, I'm in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] I should have known that wasn't [PII] accent.
[AGENT][NEUTRAL] I don't even know how they speak in [PII]. Well, I do. I have some colleagues that are from there, but they don't talk with a country accent or Southern accent to me.
[CUSTOMER][POSITIVE] I'm sorry
[CUSTOMER][NEUTRAL] I don't either.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But not like we do, right, I'm sorry, I interrupted you.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, you're fine. And Miss [PII], um, verify the group name, mailing address, and your email address, please.
[CUSTOMER][NEUTRAL] OK, it's uh launch therapy center.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And the group phone number, please?
[CUSTOMER][NEUTRAL] The group phone number.
[CUSTOMER][NEUTRAL] Uh, don't really know which one it would be. Uh, mine is [PII].
[AGENT][NEUTRAL] Yes ma'am, that's the one we show in our system, um, so you just need to create a new account.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then choose group.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they'll ask for
[CUSTOMER][NEGATIVE] Let me start over, take this one rejected.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so I'm might create your OSC account.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] Next,
[CUSTOMER][NEUTRAL] Group number?
[CUSTOMER][POSITIVE] I hope you're my lucky charm. I can't tell you how many times I've done this.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, I hope it works through. Yes, ma'am.
[CUSTOMER][NEUTRAL] Complete your set up.
[AGENT][POSITIVE] And what it's gonna do it oh go I'm sorry.
[CUSTOMER][NEUTRAL] So the application was.
[CUSTOMER][NEUTRAL] Go ahead. No, you go ahead.
[AGENT][NEUTRAL] I was just gonna, I was just gonna say it's going to give you um an email a verification code to that, um, Yahoo address.
[AGENT][NEUTRAL] And once you've entered that code, uh, verify the code, you'll be able to set up a password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so all I do on the next page it says verification is necessary, click the send button. Do I put the email address in here?
[AGENT][NEUTRAL] No, it should be just a verification code that's emailed to you.
[CUSTOMER][NEUTRAL] OK, it says I need to put my email address back in.
[AGENT][NEUTRAL] Really? That's weird.
[CUSTOMER][NEUTRAL] Yeah it says um APL verification is necessary, please click the send button. I said the send button it says this information is required.
[CUSTOMER][NEUTRAL] Let me go to my email.
[CUSTOMER][NEUTRAL] Maybe I shouldn't have put the um verification code I mean my email address in.
[CUSTOMER][NEUTRAL] No, no, no verification code sent to my email yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So give it a few moments.
[CUSTOMER][NEUTRAL] After I entered all that information and uh the group and the state and all that um and my email address, it comes to this next page says verification is necessary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Click the send button and then there's a block for email address.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Should I put my email address there?
[AGENT][NEUTRAL] Uh, let me pull up a health guy. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, that's nice, see.
[CUSTOMER][NEUTRAL] You would think I would have picked it up from the previous page.
[AGENT][NEUTRAL] You would think.
[CUSTOMER][NEUTRAL] I know this is a new system, huh.
[AGENT][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Don't we love changes?
[AGENT][MIXED] Of course, some change can be good. Some can be just frustrating, just trying to get back into it.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEGATIVE] This doesn't help me.
[AGENT][POSITIVE] All right, let me go and see another.
[AGENT][NEUTRAL] Please [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] It doesn't help. OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I don't think it's supposed to ask for your email address again, not until you try to uh log in, but give me.
[AGENT][NEUTRAL] One moment, it's weird. Give me one moment please. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, that's OK.
[CUSTOMER][POSITIVE] As long as we're making progress here.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] I don't want y'all to cut us off for not having paid our premium.
[AGENT][NEUTRAL] Oh no, I understand.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] This I find. What in the world?
[AGENT][NEUTRAL] Sometimes computers just just wanna make trouble.
[AGENT][NEUTRAL] Oops
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Oh, this just makes you wanna throw the computer sometimes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Which can't.
[CUSTOMER][NEUTRAL] If it do any good.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You know, like you hit the side of a TV or something if it's not working, this is.
[CUSTOMER][NEGATIVE] But it wouldn't do a big good.
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Oh, OK. I guess they just want you to add the email address to where they can send that verification code to.
[CUSTOMER][NEUTRAL] OK, so I'll, I'll send it.
[AGENT][NEUTRAL] So, so I was like uh add your email again.
[CUSTOMER][NEUTRAL] OK then it asked me for verification code.
[CUSTOMER][NEUTRAL] And I'll go to my email.
[CUSTOMER][NEUTRAL] Um, I talked to someone earlier and she said, um,
[CUSTOMER][NEUTRAL] You know she said just try it again because if you hit the reset but resend button.
[CUSTOMER][NEGATIVE] It sometimes locks you out. So I did it again and then I called and I was on hold for an hour.
[AGENT][NEUTRAL] Oh, I didn't know that.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 30 minutes one time an hour the next, and she says.
[CUSTOMER][NEUTRAL] If it doesn't work to call this number, I'm said, lady, do you know how long I've been on the phone, but you answered like in 2 minutes.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Oh bless it.
[CUSTOMER][NEUTRAL] This is the time of the call.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, it is not going. I'm not getting my email. I looked at spam, it's not there.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me get out of here.
[AGENT][NEUTRAL] And it's not sending you um the email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No verification code.
[CUSTOMER][NEUTRAL] But, but she did say, she said I wasn't given it long enough to come through.
[AGENT][NEUTRAL] Yeah, usually it gets about a minute or so.
[CUSTOMER][NEUTRAL] Uh, can you look, um, we don't have to do it right this second, but before we hang up, can you look to see what our balance is on our account?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Because it seems that when we first got started we didn't get bills initially and I wanna be sure we're not behind.
[AGENT][NEUTRAL] Well, I don't know a total, I can look at the invoice.
[AGENT][NEUTRAL] Um, is it
[CUSTOMER][NEUTRAL] Can you see if all the invoices have been paid?
[AGENT][NEUTRAL] Uh, let me see, yes, give me one moment.
[AGENT][NEUTRAL] Uh, looks like for May, well.
[AGENT][NEUTRAL] I don't know what that means looks like.
[AGENT][NEUTRAL] April and May.
[CUSTOMER][NEUTRAL] [PII], they had these are the ones that haven't been paid.
[AGENT][NEUTRAL] Well, not April.
[AGENT][NEUTRAL] Well, I don't not sure what this symbol means on the screen. Let me get um someone our cus our billing department so they can look at with me. Do you mind holding for a moment?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Do we need to figure this out first?
[AGENT][NEUTRAL] Uh, we can. Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't wanna lose you.
[CUSTOMER][NEGATIVE] Uh, it's not coming through. I mean, I still don't have an email.
[AGENT][NEUTRAL] What in the suit
[CUSTOMER][NEUTRAL] Or spam.
[AGENT][NEUTRAL] And you're entering the um your email address at yahoo.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I know sometimes if you hit the refresh button, hopefully it should come through.
[CUSTOMER][NEUTRAL] OK, I can. I haven't yet.
[AGENT][NEUTRAL] I would say try uh hitting that refresh button just to see on your Yahoo just to see if it pops up.
[CUSTOMER][NEUTRAL] Oh, on my Yahoo, OK, OK.
[CUSTOMER][NEUTRAL] Let me see, where is it?
[CUSTOMER][NEGATIVE] I don't even know where the refresh button here oh here it is.
[AGENT][NEUTRAL] It looks like uh an arrow that is circled. Yeah.
[CUSTOMER][NEUTRAL] A circle.
[CUSTOMER][NEUTRAL] No ma'am, right is still thinking.
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] Technology, just got to love it.
[CUSTOMER][NEUTRAL] And it, it's not in spam either.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Wonder
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Does it have a button to show the resend?
[CUSTOMER][NEUTRAL] You resend the code?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Resent send new code. Yes, ma'am. You want me to try that?
[AGENT][NEUTRAL] I was like, yes, just to see.
[CUSTOMER][NEUTRAL] One time.
[AGENT][NEUTRAL] Yes, once.
[AGENT][NEGATIVE] Because I was unaware if you hit it so many times, it locks you out.
[CUSTOMER][NEGATIVE] And I didn't recall hitting it that many times, but I don't think that's what the problem is because it's obviously still not working.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEGATIVE] This is just don't wanna.
[CUSTOMER][NEUTRAL] What time do y'all get off from work?
[AGENT][NEUTRAL] Uh, we're here until [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wonder if I should reboot my computer.
[AGENT][POSITIVE] Or uh clear your browsing history, that sometimes helps.
[CUSTOMER][NEUTRAL] No, I have another computer.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And can you tell me how I do that?
[AGENT][NEUTRAL] Um, usually, you should, on your right side, it should be, it may be 3 little buttons.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That if you click it has history.
[CUSTOMER][NEUTRAL] History, OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So I'm trying to do mine, but it.
[AGENT][NEGATIVE] Uh, it should have a trash button or to clear history.
[CUSTOMER][NEUTRAL] I have a 3 buttons recently closed.
[CUSTOMER][NEGATIVE] Oh is trash.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So yeah, I got a lot.
[AGENT][NEUTRAL] It locked you out?
[CUSTOMER][NEUTRAL] Probably hadn't done that, no, ma'am. I, no, I, I have a lot of history.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] 4000 files in one thing and 4000 and something else.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] It's clearing.
[CUSTOMER][NEUTRAL] Wow, that's taking a while.
[CUSTOMER][NEGATIVE] People like me why I had to wait an hour on the phone, huh.
[AGENT][NEUTRAL] Say again, I'm sorry.
[CUSTOMER][NEUTRAL] Some, some, some takes a lot of time.
[AGENT][NEUTRAL] Yeah, just trying to.
[CUSTOMER][NEUTRAL] Some people take a lot of time.
[AGENT][NEUTRAL] No, it's just a system trying to figure out troubleshoot different ways to where it would help.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] It's still down I I shouldn't have deleted it, I guess all that at one time.
[AGENT][NEUTRAL] And you say you checked your spam and it's not showing in there?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] He's a tired head on.
[CUSTOMER][NEUTRAL] I'm gonna try on my other computer.
[CUSTOMER][NEUTRAL] I get there.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] I tried on my other computer and it still says no user was found on the information.
[AGENT][NEUTRAL] That's just not.
[CUSTOMER][NEUTRAL] So where is it?
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Where is it giving me a user?
[CUSTOMER][NEUTRAL] Where is it giving me a user?
[AGENT][NEUTRAL] A user name
[CUSTOMER][NEUTRAL] I mean a user is an option.
[CUSTOMER][NEUTRAL] Don't ask her user name.
[AGENT][NEUTRAL] Because it's just doing an email address I don't think they're using um user names anymore.
[AGENT][NEUTRAL] Is it still clear in your history?
[CUSTOMER][NEUTRAL] I turned it off.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Well I mean it was just spinning it wasn't.
[CUSTOMER][NEUTRAL] Do a thing.
[CUSTOMER][POSITIVE] Oh this is great. That's why I'm kind.
[AGENT][NEUTRAL] Are you using Edge or Chrome?
[AGENT][NEUTRAL] Oh, I think it would make a difference though, but.
[CUSTOMER][NEUTRAL] Crown
[CUSTOMER][NEUTRAL] Let me out of my email. Let me get back in there.
[CUSTOMER][NEGATIVE] No, nothing new.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm using Chrome. Should I try, um, I wait, I'm not using Chrome. What is this? Internet Explorer.
[CUSTOMER][NEUTRAL] The blue circle.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] They can crown the um
[AGENT][POSITIVE] I like that.
[CUSTOMER][NEUTRAL] Google for me.
[AGENT][NEUTRAL] Yes, it's the Google Colors.
[CUSTOMER][NEUTRAL] Should I try Chrome?
[AGENT][POSITIVE] Um, I would say it never hurts to try it just to see.
[AGENT][POSITIVE] Because maybe that'll help hopefully.
[CUSTOMER][NEGATIVE] I hate to tie you up so long but um.
[AGENT][POSITIVE] Oh, no, you're fine. You're my priority right now. I'll try to help you as much as I can.
[CUSTOMER][POSITIVE] Thank.
[AGENT][NEUTRAL] Because I understand the frustration, yes ma'am.
[CUSTOMER][NEUTRAL] I, I've tried probably.
[CUSTOMER][NEUTRAL] At least 2 weeks off and on trying to do that.
[CUSTOMER][NEGATIVE] And it just isn't working.
[CUSTOMER][NEGATIVE] I should have done it on this computer.
[AGENT][NEUTRAL] I wonder.
[AGENT][NEUTRAL] Well, they don't say, but I wonder if you use a different email maybe they can send a verification code there. I don't know.
[AGENT][NEUTRAL] It doesn't necessarily.
[AGENT][NEUTRAL] So you have to, well.
[AGENT][NEUTRAL] I don't know if you have to use the exact email that's in the system or if you can use another as far as to get the verification code, but I'm not sure.
[CUSTOMER][NEUTRAL] Um, I can try that.
[AGENT][NEUTRAL] Yes, ma'am, because I'm wonder cause.
[AGENT][NEUTRAL] Maybe I'll come through another one.
[CUSTOMER][NEUTRAL] So just leave the one on.
[CUSTOMER][NEUTRAL] [PII] but um where they're sending the verification code use a different one.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Hopefully that will work. I'm hoping.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] If I smell spell it right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Did it come through?
[CUSTOMER][NEUTRAL] No, it, um, I gotta get to my.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEGATIVE] It skipped the verification code completely.
[AGENT][NEUTRAL] What? Weird.
[AGENT][NEUTRAL] So we'll let you set up your password now.
[CUSTOMER][NEUTRAL] Where is it?
[AGENT][NEUTRAL] What is this?
[CUSTOMER][NEUTRAL] It asks for a new password. It's get the verification code.
[AGENT][POSITIVE] Oh awesome.
[AGENT][NEUTRAL] Well, maybe we just put in the password and go through. I'm hoping for it.
[CUSTOMER][NEUTRAL] Take the side.
[AGENT][NEUTRAL] It's like, alright, you tried too many times. Oh.
[CUSTOMER][NEUTRAL] And then that display.
[CUSTOMER][NEUTRAL] What is this like name [PII]? I mean.
[AGENT][NEUTRAL] Uh, you can disregard, display, surname, all that other stuff. You can disregard that. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please wait while we process your information.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] They lie. They said we needed a verification code.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey, I'm not in yet. I shouldn't talk too quick, um.
[AGENT][NEUTRAL] No, I don't want to jinx it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Please wait.
[AGENT][NEUTRAL] Come on. She's been waiting. Speed it up.
[CUSTOMER][NEUTRAL] It doesn't have a circle thing going on up there.
[AGENT][POSITIVE] Well, that's good.
[CUSTOMER][NEGATIVE] But it's not doing anything I don't think.
[CUSTOMER][NEUTRAL] Please wait.
[AGENT][NEUTRAL] Back in the day, I was able to look at uh
[AGENT][NEGATIVE] I say changed it, stop changing stuff.
[AGENT][NEUTRAL] Uh, just
[AGENT][NEUTRAL] They must be working on the system. The reason why it's going so slow is what I'm wondering.
[AGENT][NEUTRAL] Or hope in any way.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Still says please wait while we process your information.
[AGENT][NEUTRAL] Let me just taking a while.
[CUSTOMER][NEUTRAL] Maybe that's what the other lady was saying, be patient.
[CUSTOMER][NEUTRAL] It takes a while.
[AGENT][POSITIVE] It's definitely teaching us patience.
[AGENT][NEUTRAL] But I am a very impatient person.
[CUSTOMER][NEUTRAL] I'm not a patient person either.
[AGENT][NEGATIVE] No, I'm not for sure.
[CUSTOMER][NEUTRAL] So I can't tell you how.
[CUSTOMER][NEUTRAL] And button.
[CUSTOMER][NEUTRAL] Nothing on either email.
[AGENT][POSITIVE] I'm so sorry. Um,
[CUSTOMER][NEUTRAL] Oh that's OK.
[CUSTOMER][NEUTRAL] It's not your fault.
[AGENT][NEUTRAL] I was well I know you wanna pay invoice. I was gonna say if you wanna.
[AGENT][NEUTRAL] Give it a minute or
[AGENT][NEUTRAL] Try
[AGENT][NEUTRAL] Like cancel and try.
[CUSTOMER][NEUTRAL] I think what I, I, I.
[CUSTOMER][NEUTRAL] can do is um
[CUSTOMER][NEUTRAL] I don't know if you can take the payment or you wanna send me the billing to see what if we have an outstanding balance.
[CUSTOMER][NEUTRAL] And I can write a check and mail it tomorrow.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Yeah, let me
[CUSTOMER][NEGATIVE] And that I need to get it resolved.
[AGENT][NEUTRAL] Right and then hopefully by the time we try to set up it works properly but um if you give me a moment let me transfer you to billing and they can tell you the exact amount.
[CUSTOMER][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or if there's any outstanding invoices or not but um hold on one moment for me.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] And thank you for being so. Absolutely, yes, ma'am. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[CUSTOMER][POSITIVE] Oh, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][POSITIVE] Wow, wow.
[AGENT][NEGATIVE] Please stop.
[AGENT][NEUTRAL] B
[AGENT][NEUTRAL] No
[AGENT][NEGATIVE] I don't like that thing.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], I have a um group admin on the phone and she's trying to sit on the OSC which I was trying to help her with, but it looks like it's just taking forever, but she's wanting to know if there's any outstanding balance for the group, so she can send a check tomorrow.
[AGENT][NEUTRAL] And I looked in the GRMA I screen and it's
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 26897 and it it says something on here as WBW-dash bill. I don't know what that means.
[CUSTOMER][NEUTRAL] Web bill, it's just uh where it's in the, on the OSC.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, they have April and May do, and I'll give you the, oh, getting an error.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you give me that group number one more time?
[AGENT][NEUTRAL] 26897.
[CUSTOMER][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] April
[CUSTOMER][NEUTRAL] Um, as long as they don't have any adjustments, it's 54446.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] 5 44 46 for April.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then May I'll get.
[CUSTOMER][NEGATIVE] What is this error seems like I have a bugging.
[AGENT][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Alright, and May is 498-92 as long as they don't have any adjustments, yeah.
[AGENT][NEUTRAL] 98
[AGENT][NEGATIVE] Well there's no adjustments.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, as long as they don't have any like terminations or additions, that's the amount of 49892, so April and May is what's do.
[AGENT][NEUTRAL] OK thank you I'm trying to pull up the invoices but I cannot.
[AGENT][NEUTRAL] It's not
[CUSTOMER][NEUTRAL] Um, do they need their like, OK.
[AGENT][NEUTRAL] Oh, there it is.
[CUSTOMER][NEUTRAL] I was gonna say I can send a paper copy and I can email it.
[AGENT][NEUTRAL] So there's no overdue amount besides those 2 months?
[CUSTOMER][NEUTRAL] Yeah, the, uh, they're, um, May, they're, they're not overdue on that yet, but April is overdue.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, thank you, ma'am. I can let her know and I can email her these EOBs.
[AGENT][POSITIVE] Or, uh, uh, invoices if you need. Alright, I appreciate you.
[CUSTOMER][NEUTRAL] All right, I
[CUSTOMER][POSITIVE] No problem. If you need anything else let me know.
[AGENT][POSITIVE] Have a great one. All right, bye.
[CUSTOMER][NEUTRAL] OK, fine.
[AGENT][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] She said the only one that's overdue is April and there's one for May it's not overdue yet um if you like I can email the invoices to you.
[CUSTOMER][NEUTRAL] Well, I don't have May yet and I can't get it so if you could that would be great.
[AGENT][NEUTRAL] OK, and I'm gonna send it to the email address that we have in the system, right?
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][POSITIVE] OK, yes, ma'am. I'll email these to you. I'm so sorry.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and what should we do about me getting in? Should I just send another request to the care team or or you the care team?
[AGENT][NEUTRAL] Uh, I am the care team, but it goes to another person that'll be able to assist if it doesn't come through, but I can definitely send a request so someone can contact you back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that would be good.
[AGENT][POSITIVE] OK, yes, ma'am. I'll send a request for a representative to get in contact with you.
[CUSTOMER][NEUTRAL] OK, I, if maybe you can tell them, you know, what you know about it, you know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And I would appreciate it.
[AGENT][POSITIVE] Absolutely, yes ma'am. I'll send that request and have someone contact you as soon as possible.
[CUSTOMER][POSITIVE] Alright well thank you so much for your help appreciate it.
[AGENT][POSITIVE] Oh yes, ma'am, and you're welcome, Ms. [PII] and thank you so much.
[CUSTOMER][NEUTRAL] I'll get
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes ma'am bye.
[CUSTOMER][NEUTRAL] Bye.