AccountId: 011433970860
ContactId: 44aa8874-697e-4d9c-8352-b5a595b67bb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252520 ms
Total Talk Time (AGENT): 126698 ms
Total Talk Time (CUSTOMER): 96781 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/44aa8874-697e-4d9c-8352-b5a595b67bb5_20250303T14:58_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] A. My name is
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Trophies by Edco. Um, I am the accounts payable and basically I'm just missing a page from our bill. I think that maybe, I don't know if maybe they're sending the bill's scanned on both sides or something, but I had, um, I'm just missing a page. I'm wondering, can I get maybe an email copy or something?
[AGENT][POSITIVE] Sure, like a page of the explanation of benefits.
[CUSTOMER][NEGATIVE] Um, I'm just missing a page. It's like it with all of, um, our group it looks like one page is cut off, so I don't, I can't see. I'm trying to look it over and just, you know, make sure everybody's on here and this and that we're getting ready to update our billing, um, and, uh, I'm just missing one of the pages, uh, let me see if the pages are numbered.
[AGENT][NEUTRAL] I don't understand the question. So is this like for an invoice or this is for like a claims payout?
[CUSTOMER][NEUTRAL] It it's for our group invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you the invoice number.
[AGENT][NEUTRAL] Sure, OK, what's that? Well, 1st may I have your group number?
[CUSTOMER][NEUTRAL] 261-59
[AGENT][POSITIVE] Thank you. And then [PII], what's a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment, let me go to the group.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so there's two things. Um, I can go ahead and get what you need and send it over to you. We're gonna need a um
[AGENT][NEUTRAL] Is [PII] available?
[CUSTOMER][NEUTRAL] [PII] is not available for a phone call. Why do you, why do you ask?
[AGENT][NEUTRAL] Because he is the only contact for the group. So technically he's the only one that can call do anything for the group. So we're gonna need an updated group contact list to have him and whoever else that needs to be able to call and, you know, on behalf of the group, just your name, email address so that we can add you and put you on the list for the group, um, so we can verify and you'll send that to [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we get that list, we can go ahead and because technically we're not supposed to speak with anybody but [PII], so I don't wanna get in trouble.
[CUSTOMER][POSITIVE] OK, no problem, maybe I can just have my sales reps do this for me.
[CUSTOMER][NEUTRAL] My, the person I buy the insurance from.
[AGENT][NEUTRAL] Oh, your agent?
[CUSTOMER][NEUTRAL] Yeah, my agent maybe my agent can update it for me.
[AGENT][NEUTRAL] Um, yes, the agent could, um, whichever is easier, and then we all, we do it the same day and then as soon as we receive it, actually you can go ahead and when you send the email, put the request for whatever page you're missing in the email too, so we can do it all at once.
[CUSTOMER][NEUTRAL] OK and and what do you need in the email? I'm not sure I understand.
[AGENT][NEUTRAL] It's just
[AGENT][NEUTRAL] So [PII] is the only contact for your group, so he's the only person that we can speak with. We just need a group contact update and that could be the subject of the email and whoever calls on behalf of the group, or you know, we need to be able to talk to, they need to be on that list, their name, um email address, phone number, so we'll put them down for the group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'll see what I can do thank you.
[AGENT][POSITIVE] Alrighty, you're welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Um, obviously not.
[CUSTOMER][POSITIVE] Alright, thanks again alright bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.