AccountId: 011433970860
ContactId: e7b75a70-17a5-47df-977e-c37f85b57ffa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316380 ms
Total Talk Time (AGENT): 125083 ms
Total Talk Time (CUSTOMER): 167794 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e7b75a70-17a5-47df-977e-c37f85b57ffa_20250319T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, can you take a look at this with me? I might not have to transfer. I just, I'm confused.
[AGENT][NEUTRAL] Yeah, no problem. Is it a group or a policy?
[CUSTOMER][NEUTRAL] Group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 258-883.
[AGENT][NEUTRAL] Alright, what's going on with it?
[CUSTOMER][NEUTRAL] So, um we're talking to the, the group admin, so he's asking why the bill is 1370 and is he owed another bill, but I don't, I don't see anything. I just see that's the bill for this month for um January, is that right?
[AGENT][POSITIVE] Oh, I see I'm sorry.
[AGENT][NEUTRAL] 1374 February.
[AGENT][NEUTRAL] Yeah, he owes for February, but um if you want, you can transfer him if you and I can explain it if you'd like.
[CUSTOMER][NEUTRAL] Can I listen?
[AGENT][POSITIVE] Yeah, yeah, you can if you want to just join the club.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hello Mr. [PII]?
[CUSTOMER][POSITIVE] Hey this is [PII]. Thank you so much for holding I apologize for that wait so I actually called over to group billing to get um more assistance on the billing. So I have [PII] on the line and she's going to be assisting us further, OK?
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Hi Mr. [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][NEUTRAL] Hey, doing great. Just trying to get up ahead of this. I was like, I don't have my February books with me. They're at the bookkeeper, but I was just trying to see. I just received this email that I'm behind. I'm like, Whoa, that never happened in a long time. I never knew none of this. I said I was paid, but maybe it was this late and you got it in. I don't, I don't know. Maybe you can assist me.
[AGENT][NEUTRAL] Yeah, absolutely, um, so I'm looking and I'm seeing that uh your February invoice, uh, we're still waiting on payment for that. Do you know if have you sent that in already for February?
[CUSTOMER][NEUTRAL] Oh, I don't know baby. I don't have my books with me. That's the problem, but if you want, if you want.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you send it to me and I could pay it if I'm, you know, if I paid it twice, you could just, you know, give me credit for next time, you know, I'd pay it if you think.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] Yeah, uh, what did you, do you usually pay by check or by ACH?
[CUSTOMER][NEUTRAL] Oh no, I'll pay by check, baby.
[AGENT][NEUTRAL] You pay by check. OK, let me look and see just to make sure we don't have a check sitting um that we received and just haven't applied yet because I don't want you to have to double pay anything.
[CUSTOMER][NEGATIVE] OK, that's no problem. Yeah, one time I double paid and, uh, y'all send me back up a check and I was like, oh, I did, but it's bad I bring my books to the bookkeeper and they keep it forever and that's what throws me off. I can't, you know, don't have a chance to check it out and see what happened, you know, but.
[AGENT][NEUTRAL] Yeah. OK, so I'm not.
[CUSTOMER][NEUTRAL] They check that out, uh.
[AGENT][NEUTRAL] No you're fine. OK so I'm not seeing that we have any checks in house so what I'll do is I will send you the um invoice to your email just so you can review it and if you want you can just reply to the email um from me um if you have any questions or if you think maybe you've already paid it, but I'll send you to your email just so when you get to where you have your books and you can look and see if it's been sent.
[CUSTOMER][POSITIVE] Oh, that's fine, ma'am. That's perfect because we've always paid it and I'm like, oh my god, I said you said that I am outstanding.
[CUSTOMER][NEGATIVE] So we, yeah, this, this, if my bookkeeper takes so long because it's tax season, and he does double dipping, he does my books, he does taxes for individuals, and it's taking forever to get my books. I still don't even have January yet. So I'm like, oh my God, what is he doing?
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] But I guess.
[AGENT][NEUTRAL] Yeah, I, I understand.
[CUSTOMER][NEUTRAL] Not make money I guess so he's trying to grant as much clientele as he possibly can so.
[CUSTOMER][POSITIVE] But why don't you send me that? Thank you so much, ma'am.
[AGENT][NEUTRAL] Yeah, no problem. And just to make sure your email, I have uh [PII].
[CUSTOMER][NEUTRAL] That's fine, yes ma'am.
[AGENT][NEUTRAL] OK, all right, yeah, I will send that over to you right now and like I said, if you wanna reply to my email if you have any questions at all, you can always email me or just give us a call, OK?
[CUSTOMER][POSITIVE] OK, that's great, thank you so much for your help, ma'am. Thank you.
[AGENT][POSITIVE] No problem, no problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh, it's good. I just, you know, got shocked when I seen it.
[AGENT][POSITIVE] No problem, no problem.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] Thank you, thank you so much, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK. Bye-bye.