AccountId: 011433970860
ContactId: 4704df3c-cecf-421e-a843-064e511afd1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291649 ms
Total Talk Time (AGENT): 98348 ms
Total Talk Time (CUSTOMER): 118638 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/4704df3c-cecf-421e-a843-064e511afd1c_20250313T20:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I just got our March bill from APL and on the invoice it shows one of our employees who's um been terminated and I have a confirmation here from APL about the termination. Can you check and let me know uh why they're still on the bill?
[AGENT][NEUTRAL] Oh yeah, can I get your name please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] All right, [PII], and what group are you calling with?
[CUSTOMER][NEUTRAL] Um, our company is Broward Metropolitan Planning Organization.
[AGENT][NEUTRAL] Do you have the group number?
[CUSTOMER][NEUTRAL] Yes, one second, it is.
[CUSTOMER][NEUTRAL] Uh hm.
[CUSTOMER][NEUTRAL] OK, hold on, it's not on my screen, but I will find it one second here. The group number is.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Here 17177.
[AGENT][NEUTRAL] OK. And um could you please verify the uh business's address and um the phone number, please?
[CUSTOMER][NEUTRAL] Um, the address is [PII].
[CUSTOMER][NEUTRAL] 309. And it may or may not be the main number which is [PII].
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] Like I'm 0049 and my boss is 0074. I don't know whose number it's under.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, are you able to give me the address again, um, because it wasn't, it was missing, just a couple of details.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Yep, it's [PII].
[AGENT][NEUTRAL] OK, and is there another phone number that it might be under that you would know?
[CUSTOMER][NEUTRAL] Yeah, it could be [PII], maybe [PII].
[AGENT][NEUTRAL] No, not that one either.
[CUSTOMER][NEUTRAL] [PII] at the end?
[AGENT][NEUTRAL] Not [PII].
[CUSTOMER][NEUTRAL] I don't know who set up the account so I don't know whose extension is on there.
[AGENT][NEUTRAL] Uh, do you know the names of any of the um
[CUSTOMER][NEUTRAL] So there's [PII], um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, I'm not sure who else would have set up the account. I don't know how many years we've had it now. It could have been, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you mean the um enough.
[AGENT][NEUTRAL] Um, oh yeah, you, OK, um.
[CUSTOMER][NEUTRAL] OK sorry
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Alright, and what's the name of the employee that you're calling about?
[CUSTOMER][NEUTRAL] Um, [PII], her last name is [PII]
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] So we do have this policy lapsed already as of [PII].
[AGENT][NEUTRAL] Um, but they.
[CUSTOMER][MIXED] OK, but she's still showing up on our bill.
[AGENT][NEUTRAL] Yeah, um, they, the notification to lapter probably came out after this, after the [PII], which is when the bills are generated, so it would generate anyways, um, but whoever terminated it should have removed that from the bill, um, online, but I just, uh, removed her, so you just pay the amount minus the 5018.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and does it update so when we go online we can see that?
[AGENT][NEUTRAL] Yeah, you should see it now.
[CUSTOMER][POSITIVE] OK, you are awesome thank you thank you thank you.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] I can help you with today?
[CUSTOMER][POSITIVE] Nope, happy pre-Friday almost the weekend.
[AGENT][NEUTRAL] Yeah, you too.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] You're welcome. Bye.