AccountId: 011433970860
ContactId: 33a464e3-e5ce-4c41-9ef5-d4b0bd5fcd32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 765669 ms
Total Talk Time (AGENT): 242393 ms
Total Talk Time (CUSTOMER): 394371 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/33a464e3-e5ce-4c41-9ef5-d4b0bd5fcd32_20250619T14:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII] with Combined Benefits Group and uh of course we've been having issues with uh the your IT team.
[CUSTOMER][NEUTRAL] Getting our system to work and and I was told in the meantime to call the care team if we need any invoices and give you the group number and the month that we need if you could send it over ASAP my payroll our payroll manager needs it to pay the bill now.
[AGENT][NEUTRAL] OK, so [PII], you're with, you said combined benefits group, is that correct?
[CUSTOMER][NEUTRAL] Benefits group mhm uh huh.
[AGENT][NEUTRAL] OK, and you're needing to get some invoices for groups, is that correct?
[CUSTOMER][NEUTRAL] Just one right now, just one, yeah, as soon as possible because she needs to pay it right now and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so, um
[CUSTOMER][POSITIVE] And I was told by your care team we could do that we could call in and let you know you know what we need right away.
[AGENT][NEUTRAL] OK. And [PII], what is uh your last name? I can help you with this.
[CUSTOMER][NEUTRAL] Uh, OK, it's [PII], and I'm calling for.
[AGENT][POSITIVE] Thank you and your callback number?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][POSITIVE] Thank you. And the group number?
[CUSTOMER][NEUTRAL] Uh, the group number Marlin that we need is 14916, and this is for, uh, June.
[AGENT][NEUTRAL] All right, one moment while I, OK.
[AGENT][NEUTRAL] So give me just a moment please to get this information pulled up and I'll need to verify some things with you first for security, so just a moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] no
[CUSTOMER][NEUTRAL] In 199
[AGENT][NEUTRAL] All right. So first off, if you could please verify the address for the group.
[CUSTOMER][NEUTRAL] Uh, for, uh, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't have the address, but I mean I can look it up but I usually don't need that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. I have to verify, yes ma'am, we're having to verify certain pieces of information now on each group before we can send anything.
[CUSTOMER][NEUTRAL] You want me to
[CUSTOMER][NEUTRAL] OK, let me, let me, OK, let me, let me see if I can pull it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, I'm working on it here. I'm gonna put the phone down a minute OK?
[AGENT][POSITIVE] No, no, you're fine cause I'm gonna have, yes, ma'am. I'm working on pulling some other information myself, no worries.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Years
[CUSTOMER][POSITIVE] We want to celebrate with you during our 30th anniversary sales event. Buy one window, patio door, or ensemble entry door and get the next 1, 40% off. Plus get an additional $45 off each window and door with no money down, no monthly payments, and no interest for 12 months. Our [PII] anniversary sales event ends [PII]. Call renewal by [PII] to schedule.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] When I started goggle, I had no idea what I was doing. GoDaddy Aero does using AI to build a logo, and social.
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] They don't
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] The president getting set for another Situation Room briefing next hour as he weighs an Iran strategy. The fighting is intensifying. Iran attacked the main hospital.
[CUSTOMER][NEGATIVE] severe revenge for that. Fox rides along with immigration officials on a raid in [PII].
[CUSTOMER][NEUTRAL] and illegal convicted of murder, but they can't deport him.
[CUSTOMER][NEUTRAL] Really got to flip the [PII] rules.
[CUSTOMER][NEUTRAL] Senator [PII], [PII], top of the hour.
[CUSTOMER][NEGATIVE] They want to have nuclear terrorism which will put the entire world under nuclear blackmail.
[CUSTOMER][NEGATIVE] That's what Ayatollah says he would do. He would use these weapons to wipe Israel off the map, he's not going.
[CUSTOMER][NEUTRAL] Prime Minister
[CUSTOMER][NEUTRAL] Um, what I see right now is [PII], but I don't see where the street address is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Either street or PO box, either way.
[CUSTOMER][NEUTRAL] And I have their phone number.
[CUSTOMER][NEUTRAL] Yeah, I don't even have that. I'm gonna have to call him and get that that to give it to you, um, let me, let me call, let me call hold on.
[AGENT][NEUTRAL] Yeah, you can just, uh, yeah, that'll be fine.
[CUSTOMER][NEUTRAL] Government spokesperson joins us now from [PII], the IDF defense minister also said about the Ayatollah he should not be allowed to exist.
[CUSTOMER][NEUTRAL] As far as you understand, I know you're a former government spokesperson.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I can't seem to get anybody on the phone. uh, let me call [PII] she's your representative there and she can help me.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well, I, I can help you. It's just when we're going through the care tech because I have the invoice. I just need to verify certain things and different departments, yeah.
[CUSTOMER][NEUTRAL] Uh, let's see, where, yeah, I'm looking online. I'm looking online to find a, a, a street address or a box number.
[AGENT][NEUTRAL] Um, uh-huh.
[AGENT][NEUTRAL] On a previous invoice, yeah, on a on a previous invoice for them it should be on there, but I just, again. OK, thank you. Yes, [PII]a'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, hold on just a minute, hold on, hold on.
[CUSTOMER][NEGATIVE] America death to [PII]. Let's listen to President [PII]. This is him yesterday about regime change in [PII].
[CUSTOMER][NEUTRAL] OK, let me look let me look at a previous invoice I'll bring one up in the system here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I just have to, yes, ma'am. Again, in different departments, we have to verify different things for security, um, so.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, let me, yeah, let me see if I'll go into, um, let me go into May, let's see, monthly billings.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we'll go to 25.
[CUSTOMER][NEUTRAL] May
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see APL, let's look at um trying to find the.
[CUSTOMER][NEUTRAL] Here's the invoice.
[CUSTOMER][NEUTRAL] OK, I have PO box. See, it goes to us [PII]. That's our office.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]. I thought you needed the address for [PII].
[AGENT][NEUTRAL] But this
[AGENT][NEUTRAL] Well, well, what we, I need to verify the information that we have on file for this golden strike. So whether that's.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, the [PII], that is what's showing on the invoice.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and the
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then your, um, well, who is the primary contact name for the group?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh is uh [PII]
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Do you have that?
[AGENT][NEUTRAL] Uh huh and then yeah, and her email address, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. The phone number that we also have on file for this group is the same as the one that you gave me, so that is y'all's phone number, correct. OK and then lastly, [PII], your email address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Thank you very much for verifying all of that information. And you said that you were needing the [PII] invoice. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, [PII] needs that one, ASAP.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so just, yep, if you'll give me one second, I'm gonna email that to you, OK?
[CUSTOMER][NEUTRAL] OK, I'll watch for it.
[AGENT][NEUTRAL] Or does it, yeah, so hold on one second, it's gonna take just a second to load.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh sure, I see.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] It's not been sent yet. So, just a moment.
[CUSTOMER][POSITIVE] OK, that's OK. I'm getting ready.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Just getting ready for it here.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] You always have to refresh the screen that's what I'm doing to.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] My screen is giving me some kind of something today.
[CUSTOMER][NEUTRAL] It's, I guess we should be off because of [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I guess we should be.
[CUSTOMER][NEUTRAL] Everybody else is.
[AGENT][NEUTRAL] Seems like they're, uh, yes, if you're, well, state or federal banking, anything like that, you are, but yeah, but.
[CUSTOMER][NEUTRAL] Yeah it's a central yeah.
[CUSTOMER][NEUTRAL] Yeah and we're not we're not that.
[AGENT][NEUTRAL] Insurance is not that either, so.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so let me.
[CUSTOMER][NEGATIVE] We were I mean they let us off last year.
[AGENT][NEUTRAL] Oh, really?
[CUSTOMER][NEUTRAL] Mhm, but not this year.
[AGENT][NEUTRAL] 00.
[AGENT][POSITIVE] OK. So let's make sure that you get it.
[CUSTOMER][NEUTRAL] OK, let me, uh, let me refresh.
[AGENT][NEUTRAL] And just know [PII] that you know for the time being until you all are able to do this when you when you go through the care team for assistance, we do have to verify the group's information like that for security.
[CUSTOMER][NEUTRAL] Uh huh uh huh.
[CUSTOMER][NEUTRAL] Yeah, as you have, yeah, as you have asked me, oh here it is let's see, I think it's here say yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, so just make sure that, yeah, make sure that you can open it. Uh-huh.
[CUSTOMER][NEUTRAL] Let me open it up
[CUSTOMER][POSITIVE] Yes, yes, and that's [PII] that's exactly what I need. OK, thank you so much thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, well, you're welcome. And is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that'll be it for right now. Have a good.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL. Yes, ma'am, I hope you have a great day too.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.