AccountId: 011433970860
ContactId: 033ef6a0-cfd6-4f06-b4f9-4dd72dcfd640
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320820 ms
Total Talk Time (AGENT): 165133 ms
Total Talk Time (CUSTOMER): 78167 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/033ef6a0-cfd6-4f06-b4f9-4dd72dcfd640_20250527T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Um, my name is [PII], and I am actually a broker.
[AGENT][NEUTRAL] OK. Hi.
[CUSTOMER][NEUTRAL] Um, I'm calling
[CUSTOMER][NEUTRAL] Hi, I'm calling for one of my clients. There's something a little strange on their bill.
[CUSTOMER][NEUTRAL] And I wanted to see if I could get to the bottom of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, I can make sure that I get you to uh somebody that can help you with the bill and can you spell your first name for me again please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. And then what is your group or your brokers firm in the group that the insured's on?
[CUSTOMER][NEUTRAL] And I don't know if you heard me, but the first letter of my name is [PII] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you very much. I appreciate you correcting me on that I.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Alright, so the group number is 24551.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the insured's name?
[CUSTOMER][NEUTRAL] That's it's I'm asking about a specific invoice.
[AGENT][NEUTRAL] Oh, an invoice for the group, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] It wasn't the insured's um billing information that was messed up it's something that is on the group itself, the invoice.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. All right. I've got it. Thank you very much.
[CUSTOMER][NEUTRAL] Yes, so when I called it said press 3 for group billing and so I guess it did it not get me to the right department?
[AGENT][NEUTRAL] No ma'am, it may be that they're on the phone but that's OK. I can make sure that I get you over to group billing so that they can help you with the invoice.
[AGENT][NEUTRAL] I just need to verify your group real quick. Can you please give me your callback number, Ms. [PII], just in case the call is disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK thank you and Ms. [PII], I do see that you're the agent on the group, can you just verify your email address for me?
[CUSTOMER][NEUTRAL] I have several with you, um, but you should have [PII].
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] Or you could have your insurance [PII].
[AGENT][NEUTRAL] That's a good that that um email address.
[AGENT][NEUTRAL] OK, I've got you all verified, so what I'm gonna do now is I'm gonna go ahead and transfer you on over to group billing, but before I transfer you, can I just get the invoice number so I can give that to them ahead of time?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Of course, my screen timed out, so hold on one second.
[AGENT][POSITIVE] That's, that's OK. Take your time.
[CUSTOMER][NEUTRAL] Yeah, it's the last invoice that they just received.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's invoice number 639.
[CUSTOMER][NEUTRAL] 0576
[AGENT][NEUTRAL] OK, let me repeat it 639-057-6.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna go ahead and transfer you on over. I will let them know that you've already verified yourself so you don't have to go through that process again, and I'm gonna let her know that you're calling because you, you wanna talk about your invoice, so it's going to be a brief hold while I transfer you over to group billing. Is there anything else, Ms. [PII], I can help you with before we go?
[CUSTOMER][POSITIVE] No, I'm good.
[AGENT][POSITIVE] OK, well you have a good rest of your week and thank you for calling APL. It's gonna be a quick hold.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got [PII] on the phone. She's the broker for the group, um, 245-51.
[AGENT][NEUTRAL] And she is calling because she said there is something wrong with one of the members on invoice number 6390576 and she has been verified.
[CUSTOMER][NEUTRAL] Alright you can send her to me.
[AGENT][POSITIVE] The number she's calling from is a good callback. OK, thanks [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome.