AccountId: 011433970860
ContactId: 1aa53982-c20e-4fe3-bde9-bf124909168b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209179 ms
Total Talk Time (AGENT): 69406 ms
Total Talk Time (CUSTOMER): 79665 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/1aa53982-c20e-4fe3-bde9-bf124909168b_20250620T20:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hello this is [PII] again in care team. um, OK, this one's really weird. Uh, I've got 22 different group numbers here and but I, I, I don't know if I should contact you or who I should contact exact same group, same address. They're only one entity, so I don't know if one of these was set up in error.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now we don't set up the groups um.
[AGENT][NEUTRAL] But there might have been a reason for that. I don't know.
[AGENT][NEUTRAL] But what you got.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's so strange. I don't know why there would be two. It's the same tax ID um, there's we've got a 269. I'm curious if you can see on the invoice side, do they have two different invoices, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 26926948.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] 269-56
[CUSTOMER][NEUTRAL] Those are the group numbers.
[CUSTOMER][NEUTRAL] Like everything is the exact same. I know.
[CUSTOMER][NEUTRAL] Agents are the same group contacts the same.
[CUSTOMER][NEUTRAL] Um, maybe you can see on the invoicing side is it two different invoices for I thought we build all the same products on the same invoice or group.
[AGENT][NEUTRAL] Uh, not necessarily. There are some groups that, right, there are some groups that have different divisions, so, um, that could be the case. Let me see.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh, you said 269-56.
[AGENT][NEUTRAL] And let me pull the other one out.
[AGENT][NEUTRAL] Well that is a good question. Um, like I said, it could possibly be that they wanted that set up. Um, let me check the EMPNT to see why.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is the group questioning this?
[CUSTOMER][NEUTRAL] Yeah, he said he got 2 invoices and he yeah, so I don't know and I'm like well you're just one group correct? and.
[CUSTOMER][NEUTRAL] So I wonder if I'll just have an email care team and then they can kind of take it from there because I don't know.
[AGENT][POSITIVE] Yes, that would probably be the best bet to do that, that better safe than sorry that way we've got a tracking record and everything.
[CUSTOMER][NEUTRAL] I don't know what the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. OK.
[CUSTOMER][POSITIVE] Absolutely. OK, thank you so much appreciate you.
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you and you have a good day.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] All right, bye bye.