AccountId: 011433970860
ContactId: f66f2d23-0d73-4eb2-93dd-3814eeceb4f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341700 ms
Total Talk Time (AGENT): 110753 ms
Total Talk Time (CUSTOMER): 193702 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f66f2d23-0d73-4eb2-93dd-3814eeceb4f4_20250124T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm with Eastern Montana Community Mental Health. Um, I received a letter saying that we had an outstanding balance of $19.90.
[CUSTOMER][NEUTRAL] Which um our invoice is.
[CUSTOMER][NEUTRAL] Over it's usually over that's the same every month so I'm just wondering if somebody can look at that and help me.
[AGENT][POSITIVE] Absolutely, we can help you with that. And what is the group number?
[CUSTOMER][NEUTRAL] The group number is 14,800.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the address for the group?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. And what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Thank you, [PII]. If you don't mind holding just one moment, let me get you to our billing department. And when did you receive that email?
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEGATIVE] Um, it looks like yesterday and it's saying that it says um overdue second notice. I never received a first notice and this email went to um uh to my supervisor.
[CUSTOMER][NEUTRAL] Um, so I'm not sure if she received it before and didn't pass it on.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Could possibly be.
[AGENT][POSITIVE] All right, let's see if we can get to the bottom of this and get this resolved for you, [PII]. If you hold just one moment please, ma'am. Thank you.
[CUSTOMER][POSITIVE] Alright thank you mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Good morning, [PII] and happy Friday. This is [PII] in care team. Hey, I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] I'm doing OK. What can I do for you, love?
[AGENT][NEUTRAL] I have group number 14,800.
[CUSTOMER][NEUTRAL] Yes, ma'am?
[AGENT][NEUTRAL] Eastern Mountain Community Mental Health Center. Oh, that's a mouthful, um.
[AGENT][NEUTRAL] I have Echo Gaskill on the line. She is in the OSC as a user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's stating that she received an email yesterday with the remaining balance due of $19 and it's a second notice.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she's wanting to know what that is for.
[CUSTOMER][NEUTRAL] It's an open invoice. It looks like it's from [PII].
[AGENT][NEUTRAL] Oh my gosh. Is she?
[CUSTOMER][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.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Got you. Do you mind assisting her with that?
[CUSTOMER][POSITIVE] I don't mind at all.
[AGENT][NEUTRAL] And her callback number just in case you want it is the one on file. It's the [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much. I'm sorry, what did you say her name was?
[AGENT][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.
[CUSTOMER][NEUTRAL] I, I apologize, what did you say her name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] like as in you hear an [PII]?
[AGENT][NEUTRAL] [PII], yes, [PII].
[CUSTOMER][POSITIVE] OK. OK. Thank you. I appreciate it.
[AGENT][POSITIVE] Let me get her on the line. Have a great day, [PII].
[CUSTOMER][POSITIVE] Thanks you as well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, online banking.
[AGENT][POSITIVE] 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.
[AGENT][POSITIVE] Thank you have a wonderful day and a happy weekend.
[CUSTOMER][NEUTRAL] Hi [PII] this is [PII] in the billing department I understand you have a question about an email about an open invoice? I do. 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] Right, I'm seeing that, um, in the [PII] looks like it is the exact amount of the of Chad prices, um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I always send a check for 11,240. I mean, it's just always the same. It auto bills in our system, um, so I'm just wondering like, was there an additional 1990 that was due that month and I totally missed it and sent the [PII]. I just, it seems weird to me that it would be off by the [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right, I mean by [PII].
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] Because it looks like both of them are still open.