AccountId: 011433970860
ContactId: ed67c102-747d-4756-8e39-dba3d1c615db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183039 ms
Total Talk Time (AGENT): 100703 ms
Total Talk Time (CUSTOMER): 65164 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ed67c102-747d-4756-8e39-dba3d1c615db_20250129T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I, I, I'm good. I have a question. When an, uh, this is mode of payment 3. When an invoice is ordered, how long does it take to upload in on base generally?
[AGENT][NEUTRAL] If it's a mode of payment 3, is that a direct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And in the notes it says that um on the 2
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, 653.
[CUSTOMER][NEUTRAL] 534 Calvin Fells.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] 4, I don't.
[AGENT][NEUTRAL] I don't think direct bills get uploaded, um.
[CUSTOMER][NEUTRAL] Oh, they go directly to the insured?
[AGENT][NEUTRAL] Yeah, it, it just, yeah, it goes out in the mail, um.
[CUSTOMER][NEUTRAL] Well I'm looking at on base and I see the other invoices.
[CUSTOMER][NEUTRAL] Under admin.
[CUSTOMER][NEUTRAL] It links
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I was just gonna email him one from here but I don't see the one beginning January.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, the only reason why I don't think they go, that might not be if, if we do still uh or if they're still uploaded, they might go in a different spot because the last one that was uploaded was back in September and we've.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Build
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We build back in.
[CUSTOMER][NEUTRAL] That was her
[AGENT][NEGATIVE] December and nothing was uploaded.
[CUSTOMER][NEUTRAL] Yeah, the one for September was for October through the end of the year.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Mhm. And then we billed again on [PII] and nothing was uploaded. So,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You're thinking that the invoices are house somewhere else, the billing statement, I mean.
[AGENT][NEUTRAL] Yeah, they, they might be, um, but that, that's probably gonna, well, that's gonna be a customer service question just because they handle direct bills and, uh, individual pay policies, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I mean, you would think it'd be put under billings, but since the one from [PII] was not
[AGENT][NEUTRAL] Uploaded there.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] I don't know where else they would be, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that that's what's on the guru article too, the administrative and then.
[CUSTOMER][NEUTRAL] Um, billings, that's why, uh-huh.
[AGENT][NEUTRAL] Yeah, and like I said, uh, I don't.
[AGENT][NEUTRAL] It could be that we don't upload those anymore or they are just that far backed up. I don't yeah um yeah I would do that and when you do find out let me know shoot me an IM so just in case something else does come up I'll be able to help the next time.
[CUSTOMER][NEGATIVE] Not ready. Mhm. I'll call customer service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All [PII], will do. Thank you.
[AGENT][POSITIVE] Uh, all right, no problem.
[CUSTOMER][NEUTRAL] Bye bye.