AccountId: 011433970860
ContactId: 3a284b17-d439-41cf-9029-908db3b2a818
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334579 ms
Total Talk Time (AGENT): 186450 ms
Total Talk Time (CUSTOMER): 126808 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/3a284b17-d439-41cf-9029-908db3b2a818_20250207T20:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII] Good Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. How are you? This is [PII].
[AGENT][NEUTRAL] I'm doing fine, sir. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good, thank you. Um, I have a broker or an agent on the line, um, and he's calling about invoices for this group and uh yeah, I pulled the invoices and I, I'm not understanding the invoices either. So, uh, let me go ahead and give you the group number. It's 26916.
[AGENT][NEUTRAL] OK, hold on just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's he wanting to know about them?
[CUSTOMER][NEUTRAL] OK, so the 3 invoices he received, they're all for one person, and the group has 6 employees, uh, so he wants to know what are those invoices if, if it's something wrong with them, why they're not showing the rest of the uh members.
[AGENT][NEUTRAL] Mm, that's a good question. What hmm.
[CUSTOMER][NEUTRAL] I know, and I pulled them as well. I'm like, all three, it's just one person, so, OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I will
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See what I can do. May have to transfer him over to.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] No business.
[CUSTOMER][NEUTRAL] I think.
[AGENT][POSITIVE] But I can help him with that. That's not a problem. You're right. He is right. There are 6 people on here, 123.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] 16. OK, I can help him with that. Um hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, you're ready for him. Well, I got his name is, um yeah, [PII]. I don't know how to spell the last name, but it sounds like [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] What's his name?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] [PII]. And you've got [PII] on the phone?
[CUSTOMER][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Do, yes, and he's with the Russell Messy.
[AGENT][NEUTRAL] And he's calling on, and he's calling on [PII]. All right.
[CUSTOMER][POSITIVE] Yeah, Floormart mhm OK, alright, here he comes. Have a good day. You're welcome. Thank you. You're welcome. Thank you for holding and being patient for me Mr. [PII]. I got Ms [PII] on the line she's in the uh group billing department and she's gonna assist you from here OK? OK, that's one that's fine. OK, have a good day.
[AGENT][NEUTRAL] Cinemas?
[AGENT][POSITIVE] Thank you. Uh-huh, you too. Thanks.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. Um, I understand you're calling about group 26916 and a good callback number for you just in case is [PII].
[AGENT][NEUTRAL] 27.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Alright, and you're calling because there's, we're only for the 3 invoices that we got listed online, you're only billed for 1 person and there's 6 people on the on the invoice? I mean should be 6 people.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, there should be 6 people, yeah, there should be 6 people on the policy.
[AGENT][NEUTRAL] All right, well,
[AGENT][POSITIVE] That's all right. I can help you with that. That's not a problem. Um, let me see something real quick.
[AGENT][POSITIVE] Alright, what we can do is take care of this, take these invoices off and reorder new invoices with uh that that it should show everybody on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I do apologize for that. I think it just got ordered before.
[AGENT][NEUTRAL] Everybody was done um but we'll get that taken care of and once the new invoices are generated the bookkeeper should get an email letting her know that the bills are out there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, very good, I will let the client know.
[AGENT][NEUTRAL] All right, [PII]. All right. Is there anything else? Now, it may be Monday before they, it shows up because it takes like a 24 hour deal.
[CUSTOMER][NEUTRAL] That's that's fine.
[CUSTOMER][NEUTRAL] So, so that you're gonna, the, the, the client will get an email correct?
[AGENT][NEUTRAL] Yes, yes, the, um, the contact that we have on file should get the, uh, let's see, let's see who we've got and I can tell you.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Be [PII].
[AGENT][NEUTRAL] OK, let's see, yes, she should get an email after that and then she will be able to go online and once she goes online she'll be able to see those invoices and if there's any corrections that need to be made to it she can do that.
[AGENT][NEUTRAL] And if they want to, they can also pay online if that's something that they want to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect all right very good well I appreciate your help and I hope you have a good weekend.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Not a problem. All right, [PII], is there anything else I can help you with then?
[CUSTOMER][NEUTRAL] No, that'll do it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful weekend, OK?
[CUSTOMER][NEUTRAL] You you as well bye bye.
[AGENT][POSITIVE] And thank you so much. Bye-bye.