AccountId: 011433970860
ContactId: 394295d3-c6be-4029-abf2-90ade5077611
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350119 ms
Total Talk Time (AGENT): 135300 ms
Total Talk Time (CUSTOMER): 108810 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/394295d3-c6be-4029-abf2-90ade5077611_20241230T17:00_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] Hi [PII], I have a bill here I was wondering if you could help me out with.
[AGENT][NEUTRAL] Sure, what's the group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 26484.
[AGENT][NEUTRAL] And what's the name of the group?
[CUSTOMER][NEUTRAL] Faina Insurance Agency.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the bill uh billing address?
[CUSTOMER][NEUTRAL] [PII] actually [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And is this on a specific invoice?
[CUSTOMER][NEUTRAL] Um, I got one.
[CUSTOMER][NEUTRAL] It's invoice number is 0006378166.
[AGENT][NEUTRAL] 0006378166
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, bear with me I'm having trouble getting that pulled up for some reason.
[AGENT][NEUTRAL] Except for January.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Or December
[CUSTOMER][NEUTRAL] It was mailed [PII].
[AGENT][NEUTRAL] OK, let me pull this January invoice up.
[CUSTOMER][NEUTRAL] Yes, for January, due date [PII] it looks like.
[AGENT][POSITIVE] All right thanks.
[AGENT][POSITIVE] OK. I do finally have that pulled up and I do apologize. How can I help you?
[CUSTOMER][NEUTRAL] Oh no, no, it's OK.
[CUSTOMER][NEUTRAL] Um, what is that for?
[AGENT][NEUTRAL] For January, how can I help you?
[CUSTOMER][NEUTRAL] But what is that? It's $61 what, what's that for?
[AGENT][NEUTRAL] So it's for the premium for APL for uh [PII].
[CUSTOMER][NEUTRAL] Oh, because he was just added on or what um.
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Yeah, because it's just an odd amount.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I see what you're saying. um, if you don't mind, let me get you to our billing department so they can review that real quick with you. Would that be OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you, [PII]. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], I've got group number 26484.
[AGENT][NEUTRAL] Insurance Agency.
[AGENT][NEUTRAL] I do have [PII] on the line.
[AGENT][NEUTRAL] And her callback number is the number in the system. She's calling regarding the January invoice, it only has one member listed on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's
[AGENT][NEUTRAL] It's only got the single employee [PII] listed.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Is that just because.
[CUSTOMER][NEUTRAL] This will have to be researched because it looks like [PII] applied some.
[CUSTOMER][NEUTRAL] Money from somewhere, wait, let me, mm, yeah, um.
[CUSTOMER][NEUTRAL] Shoot me an IM um with that group number and let me get with [PII] because she applied some premium on [PII] and I'll have to figure out where that premium came from.
[AGENT][NEUTRAL] Is it just
[AGENT][NEUTRAL] Well, she was asking, is it just because he's been added.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, it's she, I don't, I don't know what uh I'll have to get with [PII] and figure out where this money that she applied back in November came from, um, so tell her, uh, it'll need to be researched and, um, me or [PII] will give her a call back.
[AGENT][NEUTRAL] OK, and you just want me to shoot you an IM?
[CUSTOMER][NEUTRAL] Yeah, yeah, that'll be fine since I'm looking at it right now, yeah, I'll get with [PII], send her an IM and figure out what's going on, and then we'll, we'll get back with [PII].
[AGENT][NEUTRAL] Alright, I'll tell her to expect a call sometime today.
[CUSTOMER][NEUTRAL] Uh, yeah, should be.
[AGENT][POSITIVE] Alrighty I appreciate you.
[CUSTOMER][POSITIVE] All right, thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII], I did speak with our billing department. They're gonna need a little time to research that and they said they would give you a call back, and it should be today. Can I, is that [PII] a good call back number for you?
[CUSTOMER][POSITIVE] Uh yeah, that's good.
[AGENT][POSITIVE] Alright, thank you, and they they're gonna research that and give you a call back either [PII] or [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day and happy [PII] year.
[CUSTOMER][POSITIVE] Happy [PII], bye bye.