AccountId: 011433970860
ContactId: 3fd8f89b-65a3-44a2-ad59-107d8cab3fd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281880 ms
Total Talk Time (AGENT): 101202 ms
Total Talk Time (CUSTOMER): 72742 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/3fd8f89b-65a3-44a2-ad59-107d8cab3fd1_20250326T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am with [PII] Yuli.
[CUSTOMER][NEUTRAL] Um, I have an account in in December it looks like I paid them y'all twice, so I'm not sure what I need to do here.
[AGENT][NEUTRAL] OK, um, is this for your individual policy or is this for a group?
[CUSTOMER][NEUTRAL] No, a group.
[AGENT][NEUTRAL] And it's for the group entirely OK so it looks like you paid uh December's invoice 2 times, is that right?
[CUSTOMER][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] OK, we can take a look at that, um, and that really quick if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you and then did you have that group number?
[CUSTOMER][NEUTRAL] Um, yeah, group number is 25001.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't have you as a contact on that um I've got.
[AGENT][NEUTRAL] Well, are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII] OK.
[AGENT][NEUTRAL] Cause, yeah.
[AGENT][NEUTRAL] Mhm, no, no, no, you're fine, yeah.
[AGENT][POSITIVE] Perfect, no, you're fine thank you. OK, um, are you the admin?
[CUSTOMER][NEUTRAL] Um, [PII] or um [PII].
[AGENT][NEUTRAL] OK, yeah, we've got [PII]. Is that accurate?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, bear with me just a moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then if you don't mind I'm gonna put you on a brief hold and reach out to our billing department um so that they could take a look at this and see what's going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing all right thank you. I have a uh group admin on the line um she said it looks like they've paid the December invoice twice um I tried looking in the GRMI or MAI screen um and I don't see that so I'm not quite sure what she's referring to it looks like they're good.
[AGENT][NEUTRAL] But I'm not sure.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 25001.
[AGENT][NEUTRAL] And she's not here we have as the contact but she was able to verify everything.
[CUSTOMER][NEUTRAL] The group's lapsed.
[AGENT][NEUTRAL] Yeah, that's why, but I looked on there and the last one it looks like we received was uh February.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEGATIVE] my fingers and my computer don't wanna work correctly together.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK, you can send it to me and I'll figure out what she's referring to.
[AGENT][POSITIVE] OK, thank you. All right, bye bye.
[CUSTOMER][NEUTRAL] Mhm.