AccountId: 011433970860
ContactId: f5f68ea9-ddde-4a9c-bd77-4b3b68633390
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404130 ms
Total Talk Time (AGENT): 180527 ms
Total Talk Time (CUSTOMER): 207217 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/f5f68ea9-ddde-4a9c-bd77-4b3b68633390_20250115T14:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is so.
[AGENT][POSITIVE] I'm doing fine, so how are you? Thank you for asking.
[CUSTOMER][NEUTRAL] I'm good thank you thank you um I have a group in the line that they're trying to locate their January um invoice but I cannot see it and it's not showing up on the OSC OK, uh, it's 26,060.
[AGENT][POSITIVE] I can help him with that.
[AGENT][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 26,060.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] No, I can help them with that. Did you verify everything?
[CUSTOMER][NEUTRAL] I did verify all the information and she has a um extension number.
[CUSTOMER][NEUTRAL] Well she gave me a different number.
[AGENT][NEUTRAL] OK, what is their phone number?
[CUSTOMER][NEUTRAL] Yeah, just different.
[AGENT][NEUTRAL] Who is it, just I got on the phone first?
[CUSTOMER][NEUTRAL] I got Ms. [PII], Ms. [PII]. OK, and her callback number she gave me was [PII].
[AGENT][NEUTRAL] OK, one more time, darling. My ears aren't working this morning. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you know what, looking into the system, I think the first digit is [PII]. I don't know why I heard [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, yeah.
[CUSTOMER][NEUTRAL] OK, and yeah, and I try to pull it up in the on base and it's not there and it's also not, um, she said it's not on the on on base or anything like that and I don't see this in renewal hold so I'm not really sure why we can't see.
[AGENT][NEUTRAL] OK and.
[AGENT][NEUTRAL] And it's ya [PII].
[CUSTOMER][NEUTRAL] Yes, we all, we all, mhm.
[AGENT][POSITIVE] All right. Send her on and I can help her with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you have a good day.
[AGENT][POSITIVE] You're welcome. You too, so. Uh-huh. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's in the group billing department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, sounds good thank you. You're welcome have a good day.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in group billing. I understand a good callback number for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, and [PII] said that you are trying to get your January invoice, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I, I mean I'm on your portal and, and I think it usually comes around the first of the month.
[CUSTOMER][NEUTRAL] I don't see it.
[AGENT][POSITIVE] Well, let's see what's going on with that. I can help.
[CUSTOMER][NEUTRAL] I mean, I, I'm not sure if it's on the [PII] or you know whatever but it's just it's the [PII] already.
[AGENT][NEUTRAL] That's OK, Ms. [PII]. I can help you with that. Let me see what's going on with that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I know exactly what's wrong with that. OK, what it is is we got y'all, uh, got your invoices where it's set up on bill in arrears, so you will get, we have not billed for that yet. We will bill around probably I think next week is when it's scheduled.
[AGENT][NEUTRAL] So since you're, since you're due in January.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Because I'm looking, yeah, right, no, but, but I mean I can't guarantee this, but I'm um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, premium, I get that, but.
[CUSTOMER][POSITIVE] I would still get your premium uh and I'm OK with that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure has that changed?
[CUSTOMER][NEUTRAL] I don't recall like my December invoice says [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Now we
[CUSTOMER][NEUTRAL] I usually reconcile that uh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So what it is is when we got you billed uh like I said we got you it's billing and arrears so your January invoice will bill with this um bill cycle.
[AGENT][NEUTRAL] And you should get it like I said, it's, let me, let me double check when we're supposed to be.
[CUSTOMER][NEUTRAL] Well, the interesting, yeah, well, the interesting thing is I would always get it maybe let me see something hold on one second, let me see, let me look.
[AGENT][NEUTRAL] We did bill early in November and December. We did bill early then so that would that may have been what.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I, I, I don't know, but.
[AGENT][NEUTRAL] We did bill early for those.
[CUSTOMER][NEUTRAL] I'm looking here.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yeah, but because I, I actually, I take that back because I actually put my December premium bill in on [PII].
[CUSTOMER][NEUTRAL] In my system, so I, you know, I, I, I know I don't pay it till after the month is over obviously because it it is payroll deducted.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And you know and and I pay what they pay so to speak, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I'm good. I, I'm, I'm good with that. I just didn't want want to get away with me because I have a habit on especially the benefits end of what I do is forgetting about it until I get a past due notice from you.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] I do understand and um on that M. [PII] too, let me make sure I've got your uh email address correct. What is that?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I just wanna make sure because you will get a notification when that invoice is available.
[CUSTOMER][POSITIVE] OK, sounds good I appreciate the information.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, I'm good to go. I appreciate your time and your information.
[AGENT][POSITIVE] You're so welcome. If you have any other questions, please feel free to give us a call and we'll be glad to help you in anything.
[AGENT][NEUTRAL] That you need.
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][POSITIVE] Thank you. You have a great day as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm.