AccountId: 011433970860
ContactId: 1470dba9-5875-4f06-900e-73719b8d9375
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126720 ms
Total Talk Time (AGENT): 33712 ms
Total Talk Time (CUSTOMER): 68649 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/1470dba9-5875-4f06-900e-73719b8d9375_20250502T19:22_UTC.wav
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[AGENT][NEUTRAL] Hello ATL, this is. How can I help you?
[CUSTOMER][NEUTRAL] All right, who's this?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I can't hear you.
[AGENT][NEUTRAL] You can't hear me?
[CUSTOMER][NEUTRAL] Uh, a little better now, yeah, it's always, for some reason I think we have a bad connection when I call. Um, if you could pull up IMV that's um.
[CUSTOMER][NEUTRAL] Uh, one of our one of our groups that's under Integra IMV. I think the number is um.
[CUSTOMER][NEUTRAL] I show an invoice number, but I don't show it doesn't have a group number on here.
[AGENT][NEUTRAL] OK, hold on just a second.
[CUSTOMER][NEGATIVE] I'm surprised it doesn't have a group number on this invoice.
[AGENT][NEUTRAL] I got it. It's 26696. What's going on?
[CUSTOMER][NEUTRAL] Um, one of the employees is just in the wrong division. His name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He should be under, uh, he should be under IMV. I think they have him in Integra Solutions, and he should be in IMV. His name is [PII].
[AGENT][NEUTRAL] Um, I show that he's under.
[CUSTOMER][NEUTRAL] I have his member number.
[AGENT][NEUTRAL] Yeah, I show that he's under IMV. I don't show that he, I'll check Integra also, but
[AGENT][NEUTRAL] 23755.
[CUSTOMER][NEUTRAL] Here's the email I got. It says [PII] IMB [PII] is showing on APL invoice under Integra Solutions, and his effective date is [PII]. So, um, yeah, if you could just make sure he's only showing um with uh an IMV.
[AGENT][NEUTRAL] It's actually on both. That might be the problem.
[CUSTOMER][POSITIVE] OK, got you. Yeah, if you could straighten that out, that would be great.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, I'll send a I'll send a letter or a note to billing say to take them off of Integra solutions.
[CUSTOMER][POSITIVE] I appreciate it. Thank you very much.
[AGENT][POSITIVE] Of course, yeah, I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks. Bye