AccountId: 011433970860
ContactId: 428106b2-7b42-4a85-b029-7c83fb5bf074
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392260 ms
Total Talk Time (AGENT): 122659 ms
Total Talk Time (CUSTOMER): 142793 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/428106b2-7b42-4a85-b029-7c83fb5bf074_20250402T17:50_UTC.wav
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[AGENT][POSITIVE] Good morning. I'm sorry, good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. How are you?
[AGENT][POSITIVE] I'm doing well. Hey, thank you for asking. How are you doing this afternoon?
[CUSTOMER][POSITIVE] Doing great, um, [PII], I'm giving you guys a call because I do have some questions on my, on my group billing statement. It's gonna be for Yardbird Group.
[AGENT][NEUTRAL] Do you have that group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it under department? Would it be the 960641?
[AGENT][NEUTRAL] It's gonna be under the PRD number.
[CUSTOMER][NEUTRAL] ERD hm.
[CUSTOMER][NEUTRAL] 0, 267-42.
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 517
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is your name and
[AGENT][NEUTRAL] Um, the group address.
[CUSTOMER][NEUTRAL] The group's address?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Suite 305.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you don't mind, can you verify your email?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Looks like we have a different email on file for you.
[CUSTOMER][NEUTRAL] Oh, OK, hold on, I, I'm an HR consultant, so I have a few. Would it be [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's it
[CUSTOMER][POSITIVE] Oh thank you so much.
[AGENT][NEUTRAL] Thank you, I appreciate that verification. OK, and is this on the April invoice or?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, let me know.
[AGENT][NEUTRAL] It's coming up slowly but surely? Got it. How can I help you? Mhm.
[CUSTOMER][POSITIVE] It's all right.
[CUSTOMER][NEUTRAL] OK, so on, on the actual coverages, right? I don't see a section where it gives you the coverage level so whether or not it's just the employee, the employee and spouse employee and children, etc. how am I able to determine that on the invoice?
[AGENT][NEUTRAL] OK. Do you see under the coverage type?
[AGENT][NEUTRAL] On the invoices after the category.
[CUSTOMER][NEUTRAL] No. So,
[CUSTOMER][NEUTRAL] So it gives me
[CUSTOMER][NEUTRAL] Product
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which is the actual coverage, so it says group accident, group critical illness, etc. and then next product, it just says build. So it just gives me what we're, what we owe for that coverage, but it doesn't give me the coverage level.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You want me to email you this invoice that has the type of coverage?
[CUSTOMER][NEUTRAL] Can you please, and how am I able to access those um online? Because I, I can actually sign into the portal now hold on.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yeah, you should be able to see it online that's exactly what I'm sending you.
[AGENT][NEUTRAL] That's what's online.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Let me sign into the portal as well.
[CUSTOMER][NEUTRAL] OK, just a second while this loads you sent me the email?
[AGENT][POSITIVE] Working on it right now.
[AGENT][NEUTRAL] Just got to fill in some things for you.
[CUSTOMER][NEUTRAL] I'm sorry, [PII], what was that?
[AGENT][NEUTRAL] I've just got to fill in some.
[AGENT][POSITIVE] Things super quick for you and then I'll send it on the way.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][NEUTRAL] Done.
[AGENT][NEUTRAL] And it's coming from the care team, I think, I think it's from the care team, might be for me, I might have not.
[AGENT][NEUTRAL] I was trying to send it quickly, so.
[AGENT][NEUTRAL] Uh, it's gonna have my name on it. [PII], sorry.
[AGENT][NEUTRAL] I'm supposed to remove that and change it to care team, but I was trying to do it so quickly for you.
[AGENT][NEUTRAL] You see it yet?
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] Have you received it yet?
[CUSTOMER][NEUTRAL] I'm not sure. I'm checking my email now. Give me just a second, [PII].
[CUSTOMER][POSITIVE] OK [PII], I received the email. Thank you so much.
[AGENT][POSITIVE] My pleasure. So do you see it, um.
[AGENT][NEUTRAL] After the product.
[AGENT][NEUTRAL] And then the group and then the category.
[AGENT][NEUTRAL] The next column is covering type.
[CUSTOMER][NEUTRAL] So it should, it should have category.
[AGENT][POSITIVE] You're right after category.
[AGENT][NEUTRAL] It's the coverage type, whether it's individual or family or couple.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, if I have any questions when I open the attachment now um I'll I'll give you guys a call, OK?
[AGENT][POSITIVE] Please do. We'll be happy to assist you any way we can, Faye.
[CUSTOMER][POSITIVE] Thank you so much. Have a great afternoon.
[AGENT][POSITIVE] Hope you do as well and thank you for calling ATL. Take care.
[CUSTOMER][POSITIVE] Alrighty bye bye.