AccountId: 011433970860
ContactId: 3d300f3f-4288-4ede-8719-a8a29d6db686
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394660 ms
Total Talk Time (AGENT): 141288 ms
Total Talk Time (CUSTOMER): 164065 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/3d300f3f-4288-4ede-8719-a8a29d6db686_20250402T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[AGENT][NEUTRAL] Can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] calling from FAT Family Advocacy and Community Training.
[CUSTOMER][NEUTRAL] Um, hold on one second.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] How are you?
[AGENT][NEUTRAL] Doing well how are you?
[CUSTOMER][NEUTRAL] So I'm, I'm good I'm good so I am trying to do an analysis of the bill that we receive versus what I show people are enrolled in for their insurance. Can you help me understand something on our bill?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure we can get that pulled up and take a look. um are you the admin for the group, [PII]?
[CUSTOMER][NEUTRAL] I'm having her come, she's on her way here now.
[AGENT][NEUTRAL] OK, no worries, um, let's see, can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEGATIVE] You're breaking up real bad, huh. Do you want the group number? Is that what you said?
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Um, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I have [PII] with me. [PII], hi, uh, who is the admin on the account.
[AGENT][NEUTRAL] OK. Hi, hello.
[AGENT][NEUTRAL] OK, alright, and then uh I can go ahead and take that group number.
[CUSTOMER][NEUTRAL] So this is
[CUSTOMER][NEUTRAL] 20939.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] I'm trying to get
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm on the website right now.
[CUSTOMER][NEUTRAL] Which they told me
[CUSTOMER][NEGATIVE] I have to terminate.
[CUSTOMER][NEUTRAL] The life insurance that that pays for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], are you able to verify the uh email address we've got and the physical address for the business?
[CUSTOMER][NEUTRAL] Yeah, the email is [PII] and the address is [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying all of that. OK, so was it a, um, are you looking at all of the invoices as a whole or was there a.
[CUSTOMER][NEUTRAL] And can you give her.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] I'm, I'm looking at the, you're breaking up real bad, hon. I'm looking at the April invoice that we just received.
[AGENT][POSITIVE] Oh, I'm so sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the total on it is $5,0015.85.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the couple of questions, it's, it's, uh, I'm trying to wrap my brain around on the invoice we call it one thing on the spreadsheet we get from our broker it's called something else and on the payroll deduction it's called something else on this, let me give you an example.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, I'm going to use [PII] as an example.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She has a deduction 33293.
[CUSTOMER][POSITIVE] Is the premium for her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what does the GRPHI stand for?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, if you give me one moment [PII], so I'm going to do.
[CUSTOMER][NEUTRAL] I'm assuming that this.
[AGENT][NEUTRAL] Sure, OK, so I'm going to put you on a brief hold. I'm gonna reach out to our billing department. Um, I see kind of surface level and just for good measure, you know, I think this requires something a bit more in depth, so I'm going to reach out to them. Um, I'll get right back with you, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Say it again.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is Care over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing alright thank you um so I've got a group admin on the line and she's stating that um they're looking at their April invoice.
[AGENT][NEUTRAL] From what they're seeing, um, the billed amount it doesn't match the deductions of the employees, and they kind of want just like a breakdown and explanation of that invoice.
[CUSTOMER][NEUTRAL] OK, what's that?
[AGENT][NEUTRAL] 20939.
[CUSTOMER][NEUTRAL] That's not the name of the person on the phone?
[AGENT][NEUTRAL] So we uh have [PII] on the phone. We're also speaking with uh her name is [PII].
[CUSTOMER][NEUTRAL] So there's [PII] and [PII] on the phone?
[AGENT][NEUTRAL] Uh, both of them are on the line.
[AGENT][NEUTRAL] Correct. I've been mainly been speaking with [PII]. I think [PII] is just there to verify.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The uh callback number?
[AGENT][NEUTRAL] Yes, that's uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, they've paid it so why would they pay it if they had questions? OK.
[AGENT][NEUTRAL] I'm not sure, yeah, and they just said that they were looking at the spreadsheets and it's just not matching or something like that, so.
[CUSTOMER][NEUTRAL] Uh, OK, you can send him on over.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, go ahead and send him on over.
[AGENT][POSITIVE] Alright, well thank you. I'll go ahead and send them, send them your way. Alright, thanks bye bye.
[CUSTOMER][POSITIVE] Thanks bye.