AccountId: 011433970860
ContactId: 2244a55e-7eb0-4342-9540-27b7d5fda22b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496769 ms
Total Talk Time (AGENT): 192861 ms
Total Talk Time (CUSTOMER): 233916 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/2244a55e-7eb0-4342-9540-27b7d5fda22b_20250219T17:27_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] Hm
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from the city of [PII]. Um, did we speak earlier?
[AGENT][NEUTRAL] Maybe we, I think we did, [PII]. What was your name? What was the group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] is what I gave you but I believe you told me it was like.
[CUSTOMER][NEUTRAL] What's um
[CUSTOMER][NEUTRAL] Uh, [PII]'s phone number [PII].
[AGENT][NEUTRAL] What, what's the group number?
[CUSTOMER][NEUTRAL] 2381.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] But that's not a group number.
[CUSTOMER][NEUTRAL] Oh, group number, sorry, I thought you said uh cell number [PII] is the group number.
[AGENT][NEUTRAL] Yeah, maybe I didn't talk to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I'll be happy to help you, [PII].
[CUSTOMER][NEUTRAL] Um, so I'm calling because we are trying to pay the bills. Um, we have two invoices, one from January and one from one from January and one from February. We were given a, um, like an Excel sheet back in December, um, telling us the employee pay or employee per pay cost, um, and it is not matching up to the invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, so,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We need some kind of explanation or have it adjusted to reflect what they're actually having to pay um is this invoice.
[CUSTOMER][NEUTRAL] Per month.
[CUSTOMER][NEUTRAL] Is what they're paying?
[AGENT][NEUTRAL] Yeah this is uh uh the invoices are monthly invoices and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Did you get authorization from [PII]? You spoke with the soul. Is she there to
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] To give us authorization to speak to you.
[CUSTOMER][NEUTRAL] Yeah, give me just one second, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Is this [PII]?
[CUSTOMER][NEUTRAL] This is
[AGENT][NEUTRAL] Hi [PII], do we have permission to speak with [PII] because she's not under the group contact.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I will send an email right now um.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] To get that added.
[AGENT][NEUTRAL] You know, to send that to the care team.
[CUSTOMER][NEUTRAL] Their team at APO.
[AGENT][NEUTRAL] Perfect [PII] [PII] mhm and we'll get her added as a group contact and with your permission, but yeah, if you give us verbal permission we can speak with [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Am public.
[CUSTOMER][NEUTRAL] I'll do that right now.
[CUSTOMER][POSITIVE] Well, that sounds good.
[CUSTOMER][NEUTRAL] Yes, you can speak with her.
[AGENT][POSITIVE] All right thank you [PII] I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Alright, you're welcome.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Thank you and [PII], and you're saying that the invoices are not matching what you thought they would be?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, so we received a um like a spreadsheet back in December um that broke down per employee, um, what the cost would be per um their uh how much we would need to remove out of their, you know, biweekly paycheck.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and it is not matching up to what we have on the invoice here, um, can I give you for example?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well what I need to do is probably just to get you to our um billing department so they can look at that and see exactly what's going on for you. Would that be OK?
[CUSTOMER][POSITIVE] Yep, that's fine. Thank you.
[AGENT][POSITIVE] Alright and I'll let them know that we have permission to speak with you. Thank you, [PII] and.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Is that what's your callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you mind just verifying the group address while I've got you on the line?
[CUSTOMER][NEUTRAL] Our mailing address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK perfect thank you and then what about I'm just doing this so they don't have to they can just go ahead and start helping you. What about your email? Do you, can you verify that?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, my email or [PII]'s?
[AGENT][NEUTRAL] [PII]'s email or the email on file?
[CUSTOMER][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] So [PII] and then when I set up the account, um, I also put the accounts payable at [PII] in there as well.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] OK, that's what we have on file. Alright, let me get you to a billing representative that can go over those invoices with you, OK?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] Thank you, [PII]. One moment please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. I have group number 26787 on the line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me, OK.
[AGENT][NEUTRAL] Sorry, I've already verified the information. I have [PII] on the line. I did speak with [PII] and she gives us verbal permission to speak with [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's also emailing to add [PII] as a contact person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, they're calling because she's saying that they received a spreadsheet with what should be for each employee and it is not matching the invoices and she needs some help in depth help with her.
[AGENT][NEGATIVE] Seeing why it's not matching.
[CUSTOMER][NEUTRAL] She received a uh a spreadsheet?
[AGENT][NEUTRAL] Spreadsheet mhm and she said that what what they should be um taken out for each employee from their check.
[AGENT][NEUTRAL] I don't know who she got that spreadsheet from.
[CUSTOMER][NEUTRAL] If it's for garden premium that's gonna be customer service, but you can send it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you just say that's customer service if it's regarding premium?
[CUSTOMER][NEUTRAL] Well, uh, let me see exactly what she's referring to, um, and see what spreadsheet she's talking about.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, because I, I wouldn't, I don't know who I didn't even know they sent a spreadsheet.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, we don't, we don't send spreadsheets on on things like that. She might have downloaded the invoice in in Excel format and she might be talking about that, but yeah, we don't send spreadsheets, but you can send it to me.
[AGENT][POSITIVE] All right, [PII], let me get her on the line. I appreciate it. And her callback number is the number on file. Thank you. One moment.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII], thank you for your patience. I have [PII] on the line in our billing department who will assist you further. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Great. Thank you so much.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Hi. This is [PII], can I help you?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the city of [PII]. Um, back in December we received like a spreadsheet that told us how much money to deduct, um, from the biweekly paychecks um for each member in the plan, um, and it is not matching the invoices that we received from January and February.
[CUSTOMER][NEUTRAL] Um, OK, who did you receive the spreadsheet from?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII], will you ask her who she received this spreadsheet from?
[CUSTOMER][POSITIVE] Thank rather.
[CUSTOMER][NEUTRAL] OK, give me just one second. She's um trying to find.