AccountId: 011433970860
ContactId: 2fc891a1-fe4c-4d1a-8ca4-c52e8c3974bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306679 ms
Total Talk Time (AGENT): 109276 ms
Total Talk Time (CUSTOMER): 103480 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/2fc891a1-fe4c-4d1a-8ca4-c52e8c3974bc_20250129T17:27_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, is this [PII]?
[AGENT][NEUTRAL] Um, I can help get you in touch with our billing department. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to reach you there [PII]. This is [PII] from NAS. Um, we have a situation where a group is saying that they terminated an employee.
[CUSTOMER][NEUTRAL] But the employee, the employee is no longer on the invoices but it's still showing up on the portal.
[CUSTOMER][NEUTRAL] And they wanna know why.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I can definitely do my best to get you at least in the right direction and get you started. Do you have that group number handy?
[CUSTOMER][NEUTRAL] Yes, it's 23917.
[AGENT][NEUTRAL] 23917 and give me a second to get that pulled up. I'm just gonna go through that verification process with you and then I'll get you in touch with someone.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Well, just so you know, we're, I'm with National Agency Solutions, so we have a block of groups that are with you guys. So if you're asking me too many personal things about the group.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] I won't be able to answer them other than if you ask me information about us that gives us access.
[AGENT][NEUTRAL] No worries, so all I need is just to confirm I have the right group with the group name and your email address.
[CUSTOMER][NEUTRAL] OK, my email address, um, our general one is [PII]. My personal email at the company is [PII]. Same, same rest of it.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Same domain?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And then if you can just confirm that I have the right um group pulled up just the name of them.
[CUSTOMER][NEUTRAL] Prime General LLC and the broker is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you so much, Ms. [PII]. That's all I needed to verify. I'm gonna put you on a brief hold and I'm gonna get somebody from that billing department, ideally, [PII] if I can, but I'll get them on the line for you, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing wonderful. How are you?
[AGENT][POSITIVE] Hey, I'm doing great, thank you so much for asking. Um, Ms. [PII], I have [PII]. She's a broker with the National Agency solutions. She's calling on group number 23917.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 23917.
[CUSTOMER][NEUTRAL] And what does she need?
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Well, no, um, what does she need help with?
[AGENT][NEUTRAL] Yes, absolutely, so she did call requesting to speak to [PII] I guess I've spoken in the past, but [PII] isn't available, um, so I just called the queue, but she's calling because they have an employee who was termed for the group and who is not showing up on the group invoice but is still showing up on the group portal.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh OK, you can go ahead and you said her name is [PII]?
[AGENT][NEUTRAL] [PII], yes, ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, you can go ahead and send her over, um, and I were looking to the invoice.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Wonderful, Miss [PII]. I'll introduce you when we join.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] Hi [PII], are you still there with us?
[CUSTOMER][NEUTRAL] I am
[AGENT][POSITIVE] Hey, thank you so much for your patience. So [PII] was not available, but I have Miss [PII] on the line and she's absolutely incredible. She's gonna take over the call and do her best to help you, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] My pleasure, thank you.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] I'm in the billing department.