AccountId: 011433970860
ContactId: ec9fe95d-15c6-4c4e-b865-9aeaec92a31d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1214689 ms
Total Talk Time (AGENT): 454430 ms
Total Talk Time (CUSTOMER): 413725 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/ec9fe95d-15c6-4c4e-b865-9aeaec92a31d_20250124T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning, [PII] and happy Friday. This is [PII] in care team. Hey, I'm doing well. How about yourself?
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] How are you?
[AGENT][POSITIVE] I'm doing OK. What can I do for you, love?
[CUSTOMER][NEUTRAL] I have group number 14,800.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Eastern Mountain Community Mental Health Center. Oh, that's a mouthful. Um, I have Echo Gaskill on the line. She is in the OSC as a user.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's stating that she received an email yesterday with the remaining balance due of $19 and it's a second notice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she's wanting to know what that is for.
[AGENT][NEUTRAL] It's an open invoice. It looks like it's from [PII].
[CUSTOMER][NEUTRAL] Oh my gosh, is she?
[AGENT][NEUTRAL] They have two different invoices. One, you know, we have Company 22 and excuse me, company 01 and 22 it looks like it's from, I think it's the 22 because there's a second invoice for 01 and it's 9250 that's still outstanding.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Got you. Do you mind assisting her with that?
[AGENT][POSITIVE] I don't mind at all.
[CUSTOMER][NEUTRAL] And her callback number just in case you wanted is the one on file is the [PII].
[AGENT][POSITIVE] All right. Thank you so much. I'm sorry, what did you say her name was?
[CUSTOMER][POSITIVE] Her name is [PII], and I'm gonna get her on the line for you that way it gives you just another second to get everything pulled up what you need.
[AGENT][NEUTRAL] I apologize, what did you say her name was?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] like as in you hear an [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, [PII].
[AGENT][POSITIVE] OK. OK. Thank you. I appreciate it.
[CUSTOMER][POSITIVE] You're welcome. Let me get her on the line. Have a great day, [PII].
[AGENT][POSITIVE] Thanks you as well.
[CUSTOMER][POSITIVE] Mhm. OK good thank you for your patience. I do have [PII] in our billing department she's going to assist you further with that.
[CUSTOMER][POSITIVE] OK thank you thank you have a wonderful day and a happy weekend.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you have a question about an email about an open invoice.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, so the information that she gave me, I'm looking at the account and it looks like um these are actually from January of last year.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right, I'm seeing that, um, in the [PII] looks like it is the exact amount of the of Chad prices, um.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I always send a check for 11,240. I mean, it's just always the same it auto fills in our system, um, so I'm just wondering like, was there an additional [PII] that was due that month and I totally missed it and sent the 11,240. I just it seems weird to me that it would be off by the 11,240.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Right, so.
[CUSTOMER][NEUTRAL] Or I mean by the [PII].
[AGENT][NEUTRAL] I um actually see both the invoices from January of last year open. Let me just look in our system because I'm looking on the online service center at the moment. Let me look in my system and see um if maybe it just didn't get applied.
[AGENT][NEUTRAL] Because it looks like both of them are still open in the system over here uh let's see.
[AGENT][NEUTRAL] December
[CUSTOMER][NEGATIVE] And it's always weird and I, I hate this, and I should talk to our supervisor and see if there's something because your bill is due the [PII]. Our payroll doesn't hit until the [PII], so it's always.
[CUSTOMER][NEUTRAL] It always gets paid like the beginning of February, you know, it's always like the 15 days passed because our payroll doesn't hit and I, I don't know I need to talk to her about paying it, paying it forward doesn't really work though because it comes out of their paycheck on the last day of the month, but.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I understand, you know, it's, it's not a problem. I mean it is past due at that point, but it's not going to be a problem of lapsing any policies, so it's not pressing to be changed if you guys can't, but if you can, that would, that would be good. Would you by chance know the check number that uh was used to pay for the one for.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, yep, hold on just a minute. I'll let me look it up. I was trying to look it up in our online banking, but apparently can't go back a year. So let me just look it up in our accounting system.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] So I'm just looking and.
[CUSTOMER][NEGATIVE] Sorry it's taking forever.
[AGENT][NEUTRAL] Trying to, oh, no, it's fine.
[AGENT][NEUTRAL] See, I'm thinking it looks like.
[AGENT][NEUTRAL] Our online service center.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so that's just gonna be the one. OK, that's the 9250.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] A year ago I'm really gonna have to.
[CUSTOMER][NEUTRAL] Go back here let's see.
[CUSTOMER][NEUTRAL] American public.
[AGENT][NEUTRAL] So it looks like our online service center is not reflecting what our system does, so.
[AGENT][NEUTRAL] I'm seeing in our system that the [PII].
[AGENT][NEUTRAL] I shouldn't say [PII], is it? It's actually January.
[AGENT][NEGATIVE] It's so odd.
[AGENT][NEUTRAL] The group number is 14,800 correct?
[CUSTOMER][NEUTRAL] Yes, 14,800.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I can't know.
[CUSTOMER][NEUTRAL] Well I can't find it in here. I could have my hands on the physical check in a hot second, but it's across the hallway.
[CUSTOMER][NEUTRAL] OK, here we go, so January of.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, there they are. I don't see those yet.
[CUSTOMER][NEUTRAL] 20.
[CUSTOMER][NEUTRAL] So we're
[CUSTOMER][NEUTRAL] I have a check number of.
[CUSTOMER][NEUTRAL] OK, so that would the invoice that's missing for is it, is it December's and didn't get paid in January or is it actually January?
[AGENT][NEUTRAL] It's gonna be [PII] of [PII] for both.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so the check number was 30156.
[AGENT][NEUTRAL] 156 sorry, let me see.
[AGENT][NEUTRAL] Alright, I see.
[AGENT][NEUTRAL] OK, I do have that checked.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] It's possible I'll have to get them to do a pay history for you so we can find out what payments went to one invoice or what went to what invoice because I do see that check number and that it was written on the [PII] and it's possible that it went towards uh February since it was so close to February. I'm not 100% sure of that, so um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What I'm gonna do is put in a request to the um billing colleague that handles your um let me see here.
[AGENT][NEUTRAL] Your group.
[AGENT][NEUTRAL] OK, yeah, so excuse me, I'll, uh, put in a pay history request from them to figure out.
[AGENT][NEUTRAL] What happens? It looks like at some point a payment was missed and maybe um the checks were applied to the I wouldn't say the wrong invoice but not the intended.
[CUSTOMER][NEUTRAL] Wrong, yes they were um correct and I and I think I can't remember if it was back in there but I had sent that month's check in with the wrong invoice and so they applied it to the forward month and not the month before but then um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] We had taken care of that.
[CUSTOMER][NEUTRAL] Uh, and again I would have to go get the physical copies I wrote the notes on the invoice, um.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] So then I called and we're like oh hey again same thing because we pay it late they applied it to the next month and instead of the month before so then when the next month came they were like oh you're short twice and then I just called them and asked them to apply the check to the previous month and then we would pay the that month and that did happen somewhere in there but it was still paid for the full amount.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Right, so I do see an amount of 1990 that is in suspense right now that can be applied to the one invoice, um, to the 830212. however, I do show that the January invoice for the 9250 is still open, so we'll have to figure that one out so um.
[AGENT][NEUTRAL] Oh my goodness, I, I don't suppose you recall about what time or when that when that happened that you double paid and it got paid towards that back invoice, do you?
[CUSTOMER][NEUTRAL] Um, I would have to run, um, if you could hold for one second, I can go grab all the physical bills. OK, thank you, hold on.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] OK sorry just running through the office like an idiot um OK so um it looks like.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK, I'm going back to invoice.
[CUSTOMER][NEUTRAL] This one says.
[CUSTOMER][NEUTRAL] My note is March was paid in February.
[AGENT][NEUTRAL] I was just looking at notes so I do see that.
[CUSTOMER][NEUTRAL] And then so February and April were paid in April.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I must have um let me see if I, I must have sent two checks that month but still just wrote oh yeah so invoice number 6353513 I sent 22,480 that month.
[CUSTOMER][NEUTRAL] But it would have been 22 checks.
[AGENT][NEUTRAL] I just wonder though because you're right, I just wonder though if that went towards the two, I don't wanna say future invoices but because this is January that's open, I feel like it may have been something prior to that instance.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, I'll tell you what, I believe it's [PII], uh, that is uh over your group's, uh, uh, payment processing, so what I'm gonna do is ask her to do a pay history that will just show what checks applied to what invoice and we can figure out.
[AGENT][NEUTRAL] Um, so you always send 112, right? The 11,240?
[CUSTOMER][NEUTRAL] Yeah, the 1 12:40, yeah.
[AGENT][NEUTRAL] I just don't understand. I'm trying to figure out how we would have, oh, you know.
[CUSTOMER][NEUTRAL] 1990.
[AGENT][NEUTRAL] You know what, let me look in the other one. I apologize, that's something I didn't think about. Let's see.
[AGENT][NEUTRAL] Let's see, because it's the two different companies technically, uh.
[AGENT][NEUTRAL] I mean, there's another place.
[CUSTOMER][NEUTRAL] Oh yes, because um.
[CUSTOMER][NEUTRAL] Montana Health Network is who.
[CUSTOMER][NEUTRAL] [PII] is usually who.
[AGENT][NEUTRAL] OK, no, I don't see it. I only see the [PII] which.
[CUSTOMER][NEUTRAL] Or [PII] sorry.
[AGENT][NEUTRAL] It's strange.
[AGENT][NEUTRAL] It's just strange that um.
[AGENT][NEUTRAL] I would only see the [PII] and not the 9250 I believe it is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, that that's where I'm at too is like I could see if I completely missed a month that wouldn't.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Not but the 1990s where I'm just like I don't know how it would have got separated.
[AGENT][NEUTRAL] Well, when we received the check for the 112 um or whatever the amount is, uh, we separate it to we pay the one invoice and then once that invoice is paid, the overage which would be the 1990 gets applied to the other invoice and in this case you would think that the 9250 invoice was paid and we just haven't applied the 1990 to the other invoice yet.
[AGENT][NEUTRAL] But I'm showing them still open, both of them still open but only seeing the 1990, but if you're only paying the 11,240 at a time, that 9250 has to be somewhere, so.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Get this message over to her and let's see here what is a good email address for you?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You spell [PII] for me just to make sure I have it right.
[CUSTOMER][NEUTRAL] Yep, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I have, I mean I don't know that it helps, but I do have that list of the check number like I have December's check number all the way going up like.
[AGENT][NEUTRAL] Well, I'll tell you what, uh, if you want to, would you go ahead and give me those, uh, you said starting in December of [PII], I mean 23?
[CUSTOMER][POSITIVE] 23, yeah, I know we're really going back in time here.
[AGENT][NEUTRAL] Uh, if you want, you can, well, you know what, it, it's OK because the invoicing question is from [PII], so that's definitely what we need, um, yeah, if you could give me those real quick, I'll, that's good information for me to give her and we can compare it to what we have.
[CUSTOMER][NEUTRAL] OK, so December's invoice would have been check number 30146.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then January of course was 30156.
[AGENT][NEUTRAL] February.
[CUSTOMER][NEUTRAL] Uh, February is 30171.
[AGENT][NEUTRAL] March
[CUSTOMER][NEUTRAL] March is 30188.
[AGENT][NEUTRAL] April.
[CUSTOMER][NEUTRAL] 30207.
[AGENT][NEUTRAL] Ma.
[CUSTOMER][NEUTRAL] 302-22.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] G
[CUSTOMER][NEUTRAL] 30234.
[AGENT][NEUTRAL] July.
[CUSTOMER][NEUTRAL] 30246.
[AGENT][NEUTRAL] August.
[CUSTOMER][NEUTRAL] 30265.
[AGENT][NEUTRAL] September.
[CUSTOMER][NEUTRAL] 30275.
[AGENT][NEUTRAL] October.
[CUSTOMER][NEUTRAL] 302-88.
[AGENT][NEUTRAL] November.
[CUSTOMER][NEUTRAL] Um, 302-97.
[AGENT][NEUTRAL] In December.
[CUSTOMER][NEUTRAL] 30,310.
[AGENT][NEUTRAL] And is that the last one that you you've sent so far?
[CUSTOMER][NEUTRAL] Yep, and then I'll send one at the end of this month.
[AGENT][NEUTRAL] OK, and all of these were the 11,240 I believe?
[CUSTOMER][NEUTRAL] 1 12:40 yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so
[AGENT][NEUTRAL] Let me look into this, we'll get back to you and let you know what we got going on and um.
[AGENT][NEUTRAL] I, I just, that money is gonna be somewhere, so.
[AGENT][NEUTRAL] It might just be that it's in one place and not another that I'm looking at, so, um, I'm still fairly new and learning the ropes. I might not be looking everywhere I should. Um, so let me uh have someone else look at this for you and I will make sure that they get back in contact with you and let you know.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Where we stand.
[CUSTOMER][POSITIVE] Perfect sounds good. OK, perfect, sounds good thank you.
[AGENT][NEUTRAL] Alright, was there anything else I could do for you while we're on the phone?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Awesome. OK, I will get back in contact with you. Thanks for calling ATL.
[CUSTOMER][POSITIVE] OK, uh huh thank you bye.
[AGENT][NEUTRAL] Mm bye-bye.