AccountId: 011433970860
ContactId: 164fc3c8-8ac4-4b43-bcf6-9d81ade87c26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445170 ms
Total Talk Time (AGENT): 142441 ms
Total Talk Time (CUSTOMER): 178143 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/164fc3c8-8ac4-4b43-bcf6-9d81ade87c26_20250122T14:21_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] Good morning [PII]. My name is [PII] and um I work with Broward Metropolitan Planning Organization. Um, we have an APL policy with you and on our um renewal for the [PII], one of our individuals, um, isn't appearing on the bill. Um, I'm wondering if they're billing separately for him or if you could check on that for us.
[AGENT][POSITIVE] It would be my pleasure to assist you with that, Ms. [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the group number? Do you have that available?
[CUSTOMER][NEUTRAL] Uh, let me pull it up for you. Give me just a second, see if it's on this report here.
[CUSTOMER][NEUTRAL] Uh, group number, group number. I have an invoice number.
[AGENT][NEUTRAL] A PRD number?
[CUSTOMER][NEUTRAL] Um, hold on, I'll pull up the actual, um, accounts payable invoice.
[CUSTOMER][NEUTRAL] Give me one second, let me open it up.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][POSITIVE] Alright, let's try it this way.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] OK, it's gonna be the smaller of these which is likely to be the you, OK, and what did you need? You needed the.
[AGENT][NEUTRAL] PRD number or group number 5 digits.
[AGENT][NEUTRAL] You said you had an invoice number too. I could look it up that way let me.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, I have to have the group number.
[CUSTOMER][NEUTRAL] That's OK. Hold on, give me one second. I'm opening it now. Here's the bill group number 1 yep yep, 17177.
[AGENT][POSITIVE] All right, take your time.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, thank you. And do you mind verifying the address to the uh for your company?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yep, [PII] It's actually spelled wrong as [PII], but it should be [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get the
[AGENT][NEUTRAL] I said on the January invoice?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the last name of the employee?
[CUSTOMER][NEUTRAL] [PII], I can spell it for you.
[AGENT][NEUTRAL] I think I can find it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just trying to get him pulled up, bear with me just one second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Yeah, I have not shown him in the group.
[AGENT][NEUTRAL] Have has his um enrollment information been sent over?
[CUSTOMER][NEGATIVE] It should have come over with the electronic information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He was on the plan previously so.
[AGENT][NEUTRAL] Spell his last name.
[CUSTOMER][NEUTRAL] It's a little confusing why he.
[AGENT][NEUTRAL] Yeah, uh, spell his last name. Yeah, OK, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And he's on the [PII], so I'm not sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, he doesn't have an employee number. Maybe that's why he didn't get put in transferred over or something.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I bet that's what happened.
[AGENT][NEUTRAL] Yeah, I'm not
[AGENT][NEUTRAL] Showing him with an active policy.
[AGENT][NEUTRAL] From January.
[CUSTOMER][NEUTRAL] OK, well, he wasn't terminated, so he should have remained active.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] What do I need to do to fix that?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The best thing to do, Ms. [PII], is to send an email to our care team, [PII].
[CUSTOMER][NEUTRAL] Hold on one second, let me do that.
[AGENT][NEUTRAL] And just tell them that employee [PII].
[AGENT][POSITIVE] I can't say his name. I'm so sorry.
[CUSTOMER][NEUTRAL] OK, that's OK. It's give me the email address again, [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] It's [PII].
[AGENT][NEUTRAL] Altogether care team.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] a
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it OK.
[AGENT][NEUTRAL] And then just state in the email that he should not be lapsed, um, he should have an active.
[AGENT][NEUTRAL] Policy
[AGENT][NEUTRAL] And if you have his enrollment application or something like that just send that with the email. What they'll do is they'll get that to the direct direct correct department and if you wanna call back or or they're actually going to reply to your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And that's just the easiest thing to do.
[CUSTOMER][POSITIVE] Sounds good. I.
[CUSTOMER][POSITIVE] I will definitely do that um and I'll get a quick copy of his um enrollment printed out and attach it OK and um.
[AGENT][POSITIVE] And we'll get that taken care of.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] And we'll get that taken care of.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][POSITIVE] OK perfect alright I will send it by email and what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thanks [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much I really appreciate all your help with this.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you, Miss [PII], and I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too take care.
[AGENT][POSITIVE] Thank you. Bye-bye.