AccountId: 011433970860
ContactId: 304f5870-0044-4a10-9e46-f9a8e25f34f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320010 ms
Total Talk Time (AGENT): 92198 ms
Total Talk Time (CUSTOMER): 170826 ms
Interruptions: 3
Overall Sentiment: AGENT=-0.4, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/304f5870-0044-4a10-9e46-f9a8e25f34f0_20250626T13:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. How are you this morning?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] Well, I'm really, um.
[AGENT][NEUTRAL] What's wrong?
[CUSTOMER][NEGATIVE] I'm confused and I'm frustrated because this lady is
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This invoice, uh, OK, hold on just a second.
[AGENT][NEUTRAL] You your phone?
[CUSTOMER][NEUTRAL] I have the admin for group 14982.
[CUSTOMER][NEUTRAL] On the line
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and looking under the group number and.
[CUSTOMER][NEUTRAL] The system
[CUSTOMER][NEGATIVE] This group only has one active employee. I've even looked under all.
[CUSTOMER][NEUTRAL] I, I've looked under every category.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one active employee?
[CUSTOMER][NEUTRAL] She gave me an invoice number of 830,700.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 7,830,700. OK.
[CUSTOMER][NEUTRAL] And, but now,
[CUSTOMER][NEUTRAL] I can't see that. I mean you see this invoice has several people on it?
[AGENT][NEGATIVE] That was hard.
[CUSTOMER][NEUTRAL] But those people aren't listed under.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEGATIVE] Yeah, they're not listed. I see that as paid, but they're not.
[CUSTOMER][NEGATIVE] So where did these people come from? Cause one of these people are needing to be canceled, but I can't, I can't, anyway, she's getting upset, so that's why I'm not, didn't send a hub ticket.
[AGENT][NEUTRAL] Oh, I have no idea.
[CUSTOMER][NEUTRAL] They're called
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] Yeah, I understand what you're saying because it's not even.
[CUSTOMER][NEUTRAL] To call back.
[AGENT][NEGATIVE] They're not even
[CUSTOMER][NEGATIVE] The products look like accident and the products for one person isn't.
[CUSTOMER][NEUTRAL] Mhm and that invoice number is not on GRMAI.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Mmm, it's not. And then when you go to the group and then you put all these people aren't even on the group or never have been.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][NEGATIVE] I don't, and she's frustrated because she has the invoice, she has the invoice so I don't, and she's wanting.
[AGENT][NEGATIVE] Oh, I hate.
[AGENT][NEUTRAL] Why?
[AGENT][NEUTRAL] I know, I get it.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] And I, she's like I said, she's too frustrated to ask for a call back.
[AGENT][NEUTRAL] I mean, I'm gonna have to tell her I'll have to call her back because it's gonna require research because I have no idea where that's coming from.
[CUSTOMER][NEGATIVE] I mean there's no indication that this is under and I can't even get another line screen to open up the way I'm having to open up my line screens now takes 45 days and I'm not asking IT about it again.
[AGENT][POSITIVE] Bless your heart.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Tracy Bunch cards. I'm sorry you're having a raw time.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Yeah, I mean, it's, I can't even, yeah.
[CUSTOMER][NEUTRAL] I was gonna say if she's under company 22.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But there's no indication that that's the case. I mean, that's, I don't know.
[AGENT][NEUTRAL] Yeah, let me look, hold on, I can with it.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Come on, my like, I'm really trying, I promise.
[AGENT][NEUTRAL] I'm trying to get to you.
[CUSTOMER][NEGATIVE] Uh, I believe, I mean, like I said, I'm trying to get another line of screen to open up and it, it won't do a thing to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. All right, here we go. I'm in.
[AGENT][NEUTRAL] Yeah, they're, they're, they're in company 23.
[CUSTOMER][NEUTRAL] OK uh.
[AGENT][NEUTRAL] Yeah, let me get it.
[CUSTOMER][NEUTRAL] OK. So when you, when you speak to her, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you just please let her know.
[CUSTOMER][NEUTRAL] Well, I'll just, no, I'll tell her.
[AGENT][NEUTRAL] Do it if you need me to [PII], I don't mind.
[CUSTOMER][NEUTRAL] It don't mind, I was just gonna say, you know, if you would speak to her and just let her know that they were under an area that I could see, I can just tell her to send an email to the care team for him. That's fine.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You sure?
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, yeah. I've been in deep water for 4 weeks, drowning. So, yeah, I'll be happy to tell her that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Well, I hope you have a better day. You're so welcome, [PII]. I hope you have a great day, sweetie.
[CUSTOMER][POSITIVE] All right, [PII]. Well, thank you for looking.
[CUSTOMER][POSITIVE] All right. I appreciate you, girl. Have a good day.
[AGENT][NEGATIVE] You too dear.
[CUSTOMER][NEUTRAL] All right. Bye, [PII].