AccountId: 011433970860
ContactId: 1a2e7b08-8359-4a71-a95f-fe3a2eb04e0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398109 ms
Total Talk Time (AGENT): 177799 ms
Total Talk Time (CUSTOMER): 133770 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/1a2e7b08-8359-4a71-a95f-fe3a2eb04e0a_20250127T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I have my business that has APL for uh the gap insurance, and last month I canceled one of the employees and I just grabbed the this month's invoice and it's showing him still there.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, OK alright well uh we can make sure we get that taken care of. Can I have your name and your call back number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And best number to reach me back would be [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], what is your group number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't know who's here on my front door.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, actually, right now where it says group contact info, where do I get that?
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] The group contact information yes yes I understand what you're saying you're wondering where you the group contact information?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] The group number is 80,070.
[AGENT][NEUTRAL] OK, let me look up your group real quick Miss [PII].
[CUSTOMER][NEUTRAL] How do I get back to the invoice?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, it'll be, yes, ma'am. I'm trying to find um.
[AGENT][NEUTRAL] Find your group real quick, and are you on the online service center?
[CUSTOMER][POSITIVE] I'm on your portal, yes.
[AGENT][NEUTRAL] OK, you you should be able to click on invoices and put that date range in there and be able to find your choice.
[CUSTOMER][NEUTRAL] OK, no, uh, it took me to manage, let me, I'm backing, it just took me.
[CUSTOMER][NEUTRAL] My account where I go group contact info, user, manage users.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Payment account? I don't know.
[CUSTOMER][NEGATIVE] It doesn't give me much information once I go there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Uh, real quick, Ms. [PII], can you give me your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK [PII] thank you so much. What I'm going to do since you um had requested for that insured to be removed from the group, can I get his name and number because you'll need to speak with group billing to make sure that that gets taken care of for you so he's not on your invoice anymore.
[CUSTOMER][NEUTRAL] OK, but I thought we had done this last month. That's why.
[AGENT][NEUTRAL] Yes ma'am I understand.
[CUSTOMER][NEUTRAL] OK, but can you guide me on your website where to go back to invoicing?
[AGENT][NEUTRAL] Yes ma'am, let me pull up the website real quick.
[AGENT][NEUTRAL] It's gonna be just a second while I get it to pull in.
[CUSTOMER][NEUTRAL] OK. I just did the back arrow and I just took the back arrow and it took me back to, it, it took, it took me back to my building, yeah.
[AGENT][POSITIVE] Oh, you did, you found it? You found it. Oh awesome that.
[AGENT][POSITIVE] Yes, that is perfect. Awesome. OK, so I'm gonna go ahead and transfer you now on over to group billing so that we can talk to them about getting your member, um, taken off the group. Can I have the member's name please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it's gonna be a brief hold while I transfer you on over to group billing, Miss [PII], and I'll and somebody should be with you shortly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for calling APL Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] group billing. How may I help you?
[AGENT][NEUTRAL] Hi Mola, it's [PII]. I've hi can you hear me? Oh, OK, good. I've got, uh, Miss [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, good. I've got, uh, the phone has a little lag in it, I can tell, um.
[AGENT][NEUTRAL] I've got [PII] on the phone.
[AGENT][NEUTRAL] She is with group 80,070 Merge Studios.
[AGENT][NEUTRAL] And she's calling because [PII] should have been removed from the group invoice last month and he wasn't so she's calling back because he's still on the group invoice.
[CUSTOMER][NEUTRAL] And it's Avis.
[CUSTOMER][NEUTRAL] this is that time?
[AGENT][NEUTRAL] Yes, she pronounced it? I think she said it like EV.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Like the S is silent. I was calling her EV and she didn't correct me.
[CUSTOMER][POSITIVE] OK, and you got a good call back number for her just in case?
[AGENT][NEUTRAL] Yes, her callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and she's calling because there was a gentleman that was supposed to be taken off for her invoice that was not taken off, is that correct?
[AGENT][POSITIVE] Yeah, that's correct.
[AGENT][POSITIVE] Yes, that's correct that is um [PII] is his name.
[CUSTOMER][POSITIVE] OK, I can help her with that.
[CUSTOMER][NEUTRAL] You can send her around.
[AGENT][POSITIVE] OK, thanks for that.
[CUSTOMER][POSITIVE] You're so welcome. Have a good day.
[AGENT][NEUTRAL] OK, see you on, see you tomorrow bye bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][POSITIVE] You have a good day too.
[CUSTOMER][POSITIVE] Thanks.