AccountId: 011433970860
ContactId: f5de6ebe-6319-4b5c-94a8-d3455ff7b3f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280459 ms
Total Talk Time (AGENT): 95969 ms
Total Talk Time (CUSTOMER): 152224 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/f5de6ebe-6319-4b5c-94a8-d3455ff7b3f1_20250109T19:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um I've got a group admin on the line and she says she thinks that they're paid up to date, but she did find an invoice and she's not sure if it has been paid or not. It was from, uh, [PII]. Um, I don't know if that's, uh, honestly I'm not quite sure how to see that in line. I tried looking in Guru if you wouldn't mind helping me out.
[AGENT][NEUTRAL] Yeah, I can look it up in OSC and then I can talk to her. Um, what's her name and uh the group number?
[CUSTOMER][NEUTRAL] Group number is 26637.
[CUSTOMER][NEUTRAL] And we're speaking with her name is [PII]. She's not the contact but she was able to verify everything she said she just kind of handles the.
[CUSTOMER][NEUTRAL] Payments and such.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, yeah, they don't have any open invoices, but, um, I can still talk to her though.
[CUSTOMER][NEUTRAL] Um, can I ask really quick, for how you're able to see that?
[AGENT][NEUTRAL] And, uh, uh, do you guys have access to OSC, the online service center?
[CUSTOMER][NEUTRAL] Is that something I'm able to see?
[CUSTOMER][NEUTRAL] Um, I can see about, um, the admin page, I think, uh.
[CUSTOMER][NEUTRAL] I think I could see if there's like user names and such. I never tried looking.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Where does there you see a tab where it says like uh profile administration and billing administration?
[CUSTOMER][NEUTRAL] Oh, I see that.
[AGENT][NEUTRAL] Yeah billing administration and then type in the group number and that's how you see their stuff.
[CUSTOMER][NEUTRAL] Uh, OK, I don't think it's gonna let me.
[CUSTOMER][NEUTRAL] It's asking me, it's asking for a different sign in. OK, never mind. I was just kinda, OK, I was just wondering if it's something I could avoid not having to bother y'all, but.
[AGENT][NEUTRAL] Yeah, I might
[AGENT][NEUTRAL] Yeah, it might be something billing can see.
[CUSTOMER][NEUTRAL] OK, did you wanna talk to her?
[AGENT][NEUTRAL] Oh no, that's fine. Um, give me, yeah, I can, uh, go, go ahead and just explain it to her. Thank you.
[CUSTOMER][POSITIVE] OK, yeah, I appreciate your help thank you bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][POSITIVE] Yes you are.
[AGENT][NEUTRAL] OK, I understand that you were calling uh regarding a um invoice that you're wondering if it's been paid or or not?
[CUSTOMER][NEUTRAL] Yeah, we received a letter. I mean it's somewhat old it's dated [PII]. I don't know. I, I work remotely so maybe the team just.
[CUSTOMER][NEUTRAL] You know, after the holidays didn't scan things to me, it's um saying the amount of 1,57302 is owed on it's only gives one invoice reference, but when I log in it says, you know, and then my dashboard APL dashboard it says open invoices you have no open invoices so I just wanted to is this.
[AGENT][NEUTRAL] Yeah, that's what I'm seeing to do. Um, it may just be who did you say the email is or that the notification is from that says you owe.
[CUSTOMER][NEGATIVE] Fraud is this?
[CUSTOMER][NEUTRAL] I mean, it says sincerely American Public Life billing and collections department.
[CUSTOMER][NEUTRAL] Um, billing COLL one at amp.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yeah, that is, that is um.
[CUSTOMER][POSITIVE] But the top set
[CUSTOMER][NEUTRAL] Oh, you know what? I wonder if this is addressed to the wrong.
[CUSTOMER][NEUTRAL] Person because I thought I was kind of confused. The header is it says [PII] and then it says Millennium Management LLC so I don't know why we received this that.
[AGENT][NEUTRAL] OK, yeah, what's that group number that it says on there because I think that's that's probably.
[CUSTOMER][NEUTRAL] Uh, outstanding invoice regarding 23806.
[AGENT][NEUTRAL] Yeah, that's a different group.
[CUSTOMER][NEGATIVE] I don't know why we received this now that I'm just looking at this.
[AGENT][NEGATIVE] Yeah, they already sent it to you in error because you guys don't have any outstanding invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I appreciate it I'm glad.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] But yeah, yeah, no problem. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Thank you for your help.
[CUSTOMER][POSITIVE] Nope, that's it. You have a good day.
[AGENT][POSITIVE] Alright, yeah, no problem, you too. It was a pleasure assisting you have a great day bye.
[CUSTOMER][POSITIVE] Thanks bye.
[CUSTOMER][NEUTRAL] You too bye.