AccountId: 011433970860
ContactId: 472f1e1d-e302-437e-a34d-7572610824a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227210 ms
Total Talk Time (AGENT): 89865 ms
Total Talk Time (CUSTOMER): 61380 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/472f1e1d-e302-437e-a34d-7572610824a9_20250219T21:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I'm calling from Rick Case Automotive Group, um, regarding some of our, uh, billing here at the corporate office.
[AGENT][POSITIVE] OK, I can help you with the billing. I'll make sure.
[AGENT][NEUTRAL] Uh yes sir, make sure that we get you to the correct person. Can I please get your name and your number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and the group number is 15391.
[AGENT][POSITIVE] OK, thank you so much, [PII]. Let me look that up real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you just have a claim about an in or I'm sorry question about an invoice [PII]?
[CUSTOMER][NEUTRAL] Yeah, on one of our, uh, invoices there are just a couple of discrepancies that I see where, um, people were billed the wrong amount or being charged, you know, a different amount than they were last month and I'm not exactly sure why because, um, according to the to the to the system to Workforce now where all the enrollments are, um, some of these plans were the same, so I don't know why the amount would change from one month to the other so I kind of just wanted to inquire about that.
[AGENT][NEUTRAL] Yes, sir. OK. All right. Now, um.
[AGENT][NEUTRAL] I'm gonna look and see because I don't see that you are the contact person for the groups.
[AGENT][NEUTRAL] So I would not be able to give information.
[AGENT][NEUTRAL] Unless we were able to give it to the contact person for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, who, who do you guys have? Is it Gen [PII]? Is it [PII], uh, who is it that you guys have on file so I can let them know.
[AGENT][NEUTRAL] Uh, I can't give that. I'm not allowed to give that information out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But this is for, um,
[AGENT][NEUTRAL] Yeah, wait a minute, let me, let me look one more time.
[AGENT][NEUTRAL] See if there's anything in notes.
[AGENT][NEUTRAL] Give me just a second to review it.
[CUSTOMER][POSITIVE] No problem, take your time.
[AGENT][NEUTRAL] You said that the group number was 1539?
[CUSTOMER][NEUTRAL] Yes, correct, the group number is 15391.
[AGENT][NEUTRAL] 91. OK, that makes a difference. Hold on real quick.
[CUSTOMER][NEUTRAL] You asked for the group number correct yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 15391.
[AGENT][NEUTRAL] Yes, I don't see you on the group as a contact person. I'm sorry. I was trying to look notes to see if I could find anything, but I, I can't. So if we contact person from the group to call, we'll be able to give you all the information you need to to be able to help you with your invoice.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK no problem have a good one.
[AGENT][POSITIVE] Thank you and [PII], you have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks you as well bye.
[AGENT][NEUTRAL] Bye-bye, sir.