AccountId: 011433970860
ContactId: 0d9c93f9-b915-4c5c-9099-359bdbede94e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477440 ms
Total Talk Time (AGENT): 230568 ms
Total Talk Time (CUSTOMER): 172189 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/0d9c93f9-b915-4c5c-9099-359bdbede94e_20250115T21:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon.
[CUSTOMER][NEUTRAL] I'm calling in reference to our account.
[AGENT][NEUTRAL] OK, you're the group administrator and you have a ques.
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] I have a question in reference to the bill.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can try and help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you and Miss uh [PII], what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the group number, please?
[CUSTOMER][NEUTRAL] The group number is 26138.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please. Let's get the information pulled up on the group and then I will have to oh you're welcome. I will have to verify some things with you first for security purposes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so first off, if you could please verify the name and address for the group.
[CUSTOMER][NEUTRAL] JK Mechanical DBA Tropic Mechanical [PII].
[AGENT][NEUTRAL] OK, thank you. And then your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the primary phone number that we will, the primary number we have for the group is the same one that you gave me, so that is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What we should have on file, is that correct for the group?
[CUSTOMER][NEUTRAL] That's correct, yes, that's the, the office number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, and how can I help you today, possibly, [PII]?
[CUSTOMER][NEGATIVE] So we have an issue still on the invoice with two of our employees that are still being incorrectly charged or at least the invoice that I'm looking at is still incorrect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I reached out to our, our rep today. She said that you guys had corrected the problem, which one of the employees is [PII], last name [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His correct monthly billing was confirmed should be at.
[CUSTOMER][NEUTRAL] 4320.
[AGENT][NEUTRAL] OK, let me locate this.
[CUSTOMER][NEUTRAL] Wait, hold on a second, is it 4320 or is it 4680? That's weird.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] The way you provided does not OK because you guys are charging him at 39.
[CUSTOMER][NEUTRAL] Apparently you guys have already corrected the rate on your side.
[AGENT][NEUTRAL] Uh-huh, yes ma'am, OK.
[CUSTOMER][NEUTRAL] But the thing is that we, we already entered our our December invoice with the incorrect premiums because the month of Decembers were incorrect so we need to have January up to date. We cannot enter it again with wrong amounts.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, OK, so what I'm gonna do, what is, is there a specific invoice number list that you're calling about? Mhm.
[CUSTOMER][NEUTRAL] This invoice is 6378055 and it's the January invoice.
[AGENT][NEUTRAL] 637-8 and I'm so sorry. Can you give me the last couple of numbers after the 8?
[CUSTOMER][NEUTRAL] I'm sorry, I'll repeat it. It's 637-805-5.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, and so you're just needing to get this invoice corrected.
[CUSTOMER][NEUTRAL] Mhm, yeah, because we can't pay this January invoice within correct premium still showing.
[AGENT][NEUTRAL] With the changes that have been made.
[AGENT][NEUTRAL] OK, so what I'm gonna do then is I'm gonna connect you with another representative who can further assist you with this. You won't have to re-verify any of the group's information and I'll let them know, you know, what you're needing. Who was the, was it, who else besides [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was it just 2?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] No, [PII]. So [PII], you guys are billing 8950 you guys are billing 10,740, and his rate should be 8950.
[AGENT][NEUTRAL] OK, let me just verify.
[AGENT][NEUTRAL] 1 2nd before I transfer you.
[AGENT][NEUTRAL] And um, what was his last name?
[CUSTOMER][NEUTRAL] Because I get it that the first month we have adjustments but we're already in January. I mean by now the bill should be corrected, the premium should be up to date.
[AGENT][NEUTRAL] And tell me his last name again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so what I'll do is I will, I will get you connected with someone else who can further assist you on this, um, [PII], and let them know the reason for your call, but before I do connect you, is there anything else that I can try and help you with today?
[CUSTOMER][NEUTRAL] Nope, that'll be all.
[AGENT][POSITIVE] OK. Well, thank you so much then for calling APL and I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Oh, hey, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] Hi, [PII], I'm good. How are you?
[AGENT][NEUTRAL] Yeah, I ain't talked to you in a long time. It feels like a long time. Well, I have one of the admins on the line with group 26138.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] JK Mechanical and this is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She is calling on invoice 6378055.
[AGENT][NEGATIVE] And there were 2 employees that she says have been being billed incorrectly.
[AGENT][NEUTRAL] One of them was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], I think was the last name. I'm not on that screen anymore. Um, hold on, it's an odd name that starts with an [PII] Hold on, I can tell you if I look at it.
[CUSTOMER][NEUTRAL] OK, that's OK. I might be able to find it.
[AGENT][NEUTRAL] Yeah, [PII]. We had been billing, she said 10,740 on that one. It should be 8950 anyway in the system, the premiums now look correct for this [PII] and [PII], but she said that their invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Is still showing the wrong things and they can't make any adjustments or changes to that, so she needs to get it updated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I can take a look and um see if I can get that corrected for him.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] And the phone number?
[AGENT][NEUTRAL] OK, and the thing um the phone number that's in the system for the group is also the one that she gave me to call her back on if anything happened with the call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I think I've got what I need. You can go ahead and send her and you said it's [PII] right yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did I, yes, and did I give you the invoice number?
[CUSTOMER][NEUTRAL] Uh, you did it. I got the January invoice, yeah.
[AGENT][POSITIVE] OK. OK. Yep, that's the one she's calling about. OK, [PII], well, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][POSITIVE] Have a good evening. OK.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.