AccountId: 011433970860
ContactId: f37e4556-98cb-4d77-a4a8-a5bc17134d08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 854880 ms
Total Talk Time (AGENT): 248645 ms
Total Talk Time (CUSTOMER): 269862 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f37e4556-98cb-4d77-a4a8-a5bc17134d08_20250319T20:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. May I speak with [PII], please?
[AGENT][NEUTRAL] Uh, let me see if I can get it for you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] How on earth do I do that?
[AGENT][NEUTRAL] I don't, I don't know.
[AGENT][NEUTRAL] Alright, hi, this is [PII] again. May I ask who's calling?
[CUSTOMER][NEUTRAL] Um, I'm calling from group number 18223 Southern Wings Hospital.
[AGENT][NEUTRAL] All right, let's see here. Is this perhaps about an email that she may have just sent?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, this is one of my groups. I can talk with you if um if that's OK.
[CUSTOMER][POSITIVE] OK, that's good.
[AGENT][NEUTRAL] All right, so, um, it must be the
[CUSTOMER][NEUTRAL] Sorry, what is your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], it's me [PII]. How are you?
[AGENT][NEUTRAL] Hey, I'm good. How are you? I thought that was you, but I, I wasn't 100% sure.
[CUSTOMER][NEGATIVE] Yeah, so I mean she sent an email that we're past due and that's why I'm replying to the email because that is, I mean, it could be, but it's impossible. I send a check every table that we do and I send it directly. As far as our last conversation we're up to date, so now I don't understand.
[AGENT][NEUTRAL] Well, I've gotten one check for the February invoice that included that um.
[CUSTOMER][NEGATIVE] It is impossible because they send you two checks on the [PII] and on the [PII].
[AGENT][NEUTRAL] All right, so it's possible that they are misaligned. Yeah, it's, it's possible that the, the chicks that.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] At 13.
[CUSTOMER][NEUTRAL] I mean, to the address that is listed below I'm doing all the numbers so you know I send the checks every payroll.
[AGENT][NEUTRAL] Yes ma'am, what's the check number for the first check that went towards the February invoice?
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] Hold on, I'm doing.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 926-473-6.
[AGENT][NEUTRAL] 926-47. What was the last two numbers?
[CUSTOMER][NEUTRAL] 926-473-6
[AGENT][NEUTRAL] 36. OK, give me one second, let me look into this real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, just so in case we get disconnected, what's a good number to call you back at?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII], sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just wanna make sure I have that. OK, Miss [PII], let's see here.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, so that check, I think that the checks and payments are misaligned at some point we got off by one check, so that check went towards the Octo uh sorry, I don't know why I said October, the January invoice. Let me just look at one more place.
[CUSTOMER][NEGATIVE] Yeah, because we've been going back and forth with this situation and we were up today. I don't know why now, and I've been sending checks. It's divided in 24 payments and I, I send my checks, so we're never behind with, so I don't understand what I don't know.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] The two checks that I have that went towards
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] Oh wait, it's not right.
[AGENT][POSITIVE] Boy, I apologize. Give me one more second.
[AGENT][NEUTRAL] OK, the check number you gave me went towards January and then the other check.
[AGENT][NEUTRAL] was ending in 567, so.
[AGENT][NEUTRAL] I gotta figure out where we overlapped.
[AGENT][NEUTRAL] Or didn't overlap. Let's see, got off by one.
[CUSTOMER][NEUTRAL] Because you still I send you a check for March that you receive it you confirm and now I'm gonna send you another check next week so that covers for March.
[AGENT][NEUTRAL] Right, so we still have February open then if this one is supposed to go towards March, this one that we have, um, let's see.
[CUSTOMER][NEUTRAL] Yeah, but uh
[AGENT][NEUTRAL] The check number 931-8950. You're saying that should go towards March?
[CUSTOMER][NEUTRAL] Well I send you 2 checks for.
[CUSTOMER][NEUTRAL] That one is, I mean, yeah, it was a deduction for last payroll.
[CUSTOMER][NEUTRAL] But if you, I mean, I don't know how you guys allocate the money, which should be up today because they send you money, I mean, they send you the checks every month, every month.
[CUSTOMER][NEUTRAL] Every pay I mean except when we get paid.
[CUSTOMER][NEUTRAL] 3 times a week.
[CUSTOMER][NEUTRAL] And as a matter of fact, let's see that it's open for February. It should be open for last because I sent you a check.
[CUSTOMER][NEUTRAL] At [PII] we did 80.
[CUSTOMER][NEUTRAL] So that is more than the than.
[AGENT][NEUTRAL] Right. When, when, um,
[CUSTOMER][NEGATIVE] Not the premise.
[AGENT][NEUTRAL] When we send out those overdue notices it's for the total amount due it doesn't take into account whether we received anything uh I'm thinking that we may need to change this group over to um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A uh
[AGENT][NEUTRAL] Instead of a monthly, it may be a 24 pay because
[AGENT][NEUTRAL] Or 20 is it 24 or 26 that you send?
[CUSTOMER][NEUTRAL] We do a 24 payments. The the premium is divided on 24 payments.
[AGENT][NEUTRAL] Right, but we're billing monthly, so I'm thinking maybe we need to change this billing. I'll have to get with my supervisor about it just to avoid this issue, um.
[CUSTOMER][NEUTRAL] And that's how I.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, because then I don't want people complaining that again the policy was this or that, because in reality, it, it seems like a punishment for them because they're paying, I mean, or we are paying with the money, we are not saying that we're not paying, or we are keeping the money, or we are not contributing. We are doing everything and, you know, just a matter of how it is.
[AGENT][POSITIVE] Right, absolutely.
[AGENT][NEUTRAL] Yeah, we have you on the billing frequency under 12. I'm thinking we need to change that so that each time a checks sent in, it gets applied rather than being held until we receive the full month.
[CUSTOMER][NEUTRAL] The system set up.
[CUSTOMER][POSITIVE] Correct, because.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] I'm gonna go through and you know how I did for um.
[AGENT][NEUTRAL] Um, is it [PII]? Was that her name?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me go through and look at these payments and see which checks were applied to, uh, what months and we can see where we got off and why it's not lining up, but um.
[AGENT][NEGATIVE] I can't do that while we're on the phone because it'll just be a bunch of dead air.
[AGENT][NEUTRAL] Let me, let me do that for you. Let me.
[CUSTOMER][POSITIVE] Girl, that's good.
[AGENT][NEUTRAL] Get this information and then I think that'll be better that we I have that in front of me so that we can talk and.
[CUSTOMER][NEUTRAL] Please, so let me know. I mean, if we have some.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] labs, which I don't don't get it, but anyway, let me know so that we can do the adjustment but uh I mean I'm sending the checks, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] But what in the meantime I'm gonna um contact my manager and let her know that we should probably change this over to the 24 pay instead of 12 because.
[CUSTOMER][NEGATIVE] Yeah, because always when you guys are generating a new bill, I'm gonna be behind.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Because I'm always gonna be behind. I'm always in, in that, in that theory.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] On your billing cycle, I'm always gonna be past due. Always.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] So, I, I, I think that I see better that way, because again, even though I'm paying and everything, but every time that you're generating a new bill, I'm past due because obviously I, I owe a portion of the previous month.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then it's carrying over the, the current one and so on and so forth. And I understand your part, but also I want you guys to understand mine, that I, I don't pay directly like we do a check from the company to you because this is the way that they wanted to set up directly payment from.
[CUSTOMER][NEUTRAL] Payroll to you and that's it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so I'm gonna let her know that and then I'm gonna work on this um.
[AGENT][NEUTRAL] This ledger that shows me what checks went to what invoice and then I will I will get back with you and we'll clear this up.
[CUSTOMER][POSITIVE] OK dokey, will be fantastic.
[AGENT][NEUTRAL] OK. All right. I will uh I will give you a call back, OK?
[CUSTOMER][NEUTRAL] Please if you can do the, so, um, ASAP because I'm doing, if might be the case because I'm, it might be the case, the probability it's a high probability of that, that you can send me an email because next payroll I'm gonna do payroll, I mean next week, so maybe we need to do some catch up with a few, we, you know, I'll do it right over and then we, we pass this batch.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] OK, I will, I will work on that this afternoon and um try and get together as quickly as possible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you [PII], have a good one.
[AGENT][POSITIVE] Yes ma'am. Thank you as well.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.