AccountId: 011433970860
ContactId: 1b50a52f-c5b0-4e84-9d79-7f4476b43110
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439380 ms
Total Talk Time (AGENT): 124685 ms
Total Talk Time (CUSTOMER): 101353 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1b50a52f-c5b0-4e84-9d79-7f4476b43110_20250203T16:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, I was calling about a, uh, billing potential discrepancy that I saw.
[AGENT][NEUTRAL] And this is for a group?
[CUSTOMER][NEUTRAL] Um, yes, I'm with the employer, so it's for a group of employees, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, uh sure, I can assist you. And may I have your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Mhm. May I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh yep, it's [PII].
[AGENT][POSITIVE] Thank you and let me have the group number.
[CUSTOMER][NEUTRAL] Um, hold on one second, I'm pulling it up.
[CUSTOMER][NEUTRAL] It's 259975.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the name and address of the group.
[CUSTOMER][NEUTRAL] It's [PII] and then [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right. And how may I assist you uh with that discrepancy?
[CUSTOMER][NEUTRAL] Um, OK, so I'm looking at invoice 6380589.
[AGENT][NEUTRAL] OK, let me pull an image.
[AGENT][NEUTRAL] It's gonna be a minute. I'm waiting on the invoice to upload, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, here it is. OK. Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so let me pull it up so for.
[CUSTOMER][NEUTRAL] Some employees like [PII] is one example. Do you see [PII].
[AGENT][NEUTRAL] Oh, OK, uh huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and I guess it just has two different months which is kind of confusing, so I see group accident on there twice.
[CUSTOMER][NEUTRAL] One for January and one for February.
[CUSTOMER][NEUTRAL] And then for [PII], he has group cancer on there twice.
[AGENT][NEUTRAL] OK, I can check and see if we got the premium for January, uh, for that member. OK, one moment, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me start with um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] February.
[AGENT][NEUTRAL] OK, let me see if it's paid on every year. Check the other invoice.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] He's supposed to be an individual policy or a couple's policy because I see that that's the change here um for [PII].
[CUSTOMER][NEUTRAL] Uh, let me see, so [PII].
[AGENT][NEUTRAL] Under the accident.
[CUSTOMER][NEUTRAL] For accident, it is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Employee.
[CUSTOMER][NEUTRAL] And that, but I have the, based off of what the
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Insurance agent that I have, they said that his total should be 3868, so I don't think it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. Yes, um, if you see the invoice for January, he was not listed for that, uh, policy. He was only listed for the the cancer policy. So the accident policy was not listed on the invoice for January, and that's why it's listed on this one twice because it's for January and February for the accident policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and let's see.
[AGENT][NEUTRAL] for the next one which is um,
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Yeah, [PII] and her was not listed on the January uh invoice at all, so that's why you see him twice on this one on February.
[CUSTOMER][POSITIVE] OK cool I just wanted to make sure so then everything looks good and we can go ahead and pay this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yup, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] That was it. Thank you for your time.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.