AccountId: 011433970860
ContactId: f6d69590-6740-4cf1-9378-af0a3591f2ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336399 ms
Total Talk Time (AGENT): 107988 ms
Total Talk Time (CUSTOMER): 152062 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/f6d69590-6740-4cf1-9378-af0a3591f2ce_20250520T14:21_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] Hey [PII], my name is [PII] with the City of Goose Creek group number 26142. I submitted an invoice the other day and kind of one of those thoughts I had in the middle of the night. I think I need to make an adjustment to it, and I was hoping you can delete that invoice.
[AGENT][NEUTRAL] Invoice or payment?
[CUSTOMER][NEUTRAL] Invoice
[AGENT][NEUTRAL] You need to make an adjustment to the invoice?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] I can give you the invoice number.
[AGENT][NEUTRAL] OK, what's the um invoice number?
[CUSTOMER][NEUTRAL] 6,388,460
[AGENT][NEUTRAL] 638-8460
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] In the amount of $5,238.05.
[AGENT][NEUTRAL] Alright, hold on one moment. The group's coming up now. You said city of Goose [PII], right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], um, I have you here. I just need you to verify your phone number and the address on file and your email.
[CUSTOMER][NEUTRAL] Phone number is [PII]. The address is [PII] and the email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what adjustments did you need to make?
[CUSTOMER][NEGATIVE] So for some reason I, there was a uh policy deletion for [PII]. I added back in for the 42 coverage but we received a refund check so really it should have been.
[CUSTOMER][NEUTRAL] Her adjustment should have been 118 16.
[CUSTOMER][NEUTRAL] Because it should be for this March because y'all refunded the March payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I added the April back into the account to account for it.
[CUSTOMER][NEUTRAL] So that needs to be made and then I also need to adjust down uh [PII]'s policies, um, for a half a month.
[CUSTOMER][NEUTRAL] Um, until I get further clarification on that stuff on her specifically.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Until.
[CUSTOMER][NEUTRAL] Because the payment that will be coming in, um, so you guys are paid through our payroll provider, the payment that will be coming in will be $5,137.72. So as it stood it looked like I would have had like a $14.23 overage, but I don't think that that's gonna be the case, so I need to delete that invoice so that I can figure out where I'm out.
[AGENT][NEUTRAL] OK, let me um get a representative from group billing. Um, do you mind if I place you on just a brief hold?
[CUSTOMER][NEGATIVE] Not at all.
[AGENT][NEUTRAL] All right. And um before I do that, [PII], was there anything else that I can assist you with that um took some notes so I can let them know what's happening.
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][NEUTRAL] OK, um, well, hold on one moment while I get a representative for you and thanks for calling APL, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][POSITIVE] I'm doing good. Um, I have a group admin on the other line. Um, it's for group 26142.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we're speaking with [PII]. So she said that she made a payment for the group. I have the invoice number, but she has more adjustments that she needs to make on it, so she's wanting us to
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like, I guess delete the, yeah, so that she can make the changes. I don't know how to word that, but I knew you'd know what I was talking about.
[CUSTOMER][NEUTRAL] Like open it
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK, yeah, I know what you mean. I do. I'm pulling up the invoice in the OSC, um, and what invoice number was it? Just to make sure I'm looking at the right one.
[AGENT][NEUTRAL] So it's 6
[AGENT][NEUTRAL] 6,388,460.
[CUSTOMER][NEUTRAL] OK, yeah, that one's submitted so I'll take a look at it um and what's her callback number?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got it and we're speaking with [PII] so I think I got everything I need.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] Thank you for that. Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]