AccountId: 011433970860
ContactId: 4a82b217-2aec-4dbf-aac9-f01617595832
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482179 ms
Total Talk Time (AGENT): 276400 ms
Total Talk Time (CUSTOMER): 138637 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/4a82b217-2aec-4dbf-aac9-f01617595832_20250127T18:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've hi can you hear me? Oh, OK, good. I've got, uh, Miss [PII]. OK, good. I've got, uh, the phone has a little lag in it I can tell, uh.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I've got [PII] on the phone.
[CUSTOMER][NEUTRAL] She is with group 80,070 Merge Studios.
[CUSTOMER][NEUTRAL] And she's calling because [PII] should have been removed from the group invoice last month and he wasn't so she's calling back because he's still on the group invoice.
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII], is that how?
[CUSTOMER][NEUTRAL] Yes, she pronounced it? I think she said it like [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Like the S is silent. I was calling her EB and she didn't correct me.
[AGENT][POSITIVE] OK, and you got a good callback number for her just in case?
[CUSTOMER][NEUTRAL] Yes, her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and she's calling because there was a gentleman that was supposed to be taken off for her invoice that was not taken off, is that correct?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[CUSTOMER][POSITIVE] Yes, that's correct that is um [PII] is his name.
[AGENT][POSITIVE] OK, I can help her with that.
[AGENT][NEUTRAL] You can send her around.
[CUSTOMER][POSITIVE] OK, thanks for that.
[AGENT][POSITIVE] You're so welcome. Have a good day.
[CUSTOMER][NEUTRAL] OK, see you on, see you tomorrow bye bye.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][POSITIVE] You have a good day too.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is [PII] in group billing. Um, I understand a good callback number for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, thank you so much. And, uh, [PII] said that you were calling because you had someone removed from your invoice last month, but he's still on the invoice. Is that correct?
[CUSTOMER][POSITIVE] Right. Correct.
[AGENT][NEUTRAL] OK, I can help you with that. Uh, let me see what we have here.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have the employee change confirmation that I did it on [PII].
[CUSTOMER][NEUTRAL] And now when I pulled up my invoice he still shows.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] So what, where did you terminate him from?
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] In your website.
[AGENT][NEUTRAL] OK. So one website doesn't take it out of the other website. So that's the reason why I was making sure so we can get this taken care of. Um, are you on our online service center?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I want your
[CUSTOMER][NEUTRAL] I'm on your APL.
[AGENT][NEUTRAL] The portal, the other portal.
[CUSTOMER][NEUTRAL] Website, I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Yeah, if it's taken off there, it's not gonna show it on the other one. But that's not a problem. We can get that taken care of for you. Um,
[AGENT][NEUTRAL] Because I'm showing we received your payment on [PII] for the January.
[AGENT][NEUTRAL] And it does show that you paid for January on there, so let me see.
[AGENT][POSITIVE] We're gonna get him looked at. We're gonna take care of it on your online service center where we have made that correction for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, when was he supposed to be terminated?
[CUSTOMER][POSITIVE] Effective we made it effective [PII] because I knew he was gonna be paid paid through, you know, he's paid through January so I was expecting.
[AGENT][NEUTRAL] Not
[AGENT][NEUTRAL] That, yeah.
[AGENT][POSITIVE] OK, so that is correct. So.
[AGENT][POSITIVE] All right. That's not a problem. Um.
[CUSTOMER][NEUTRAL] So it's it's [PII] and Family.
[AGENT][POSITIVE] OK, not a problem. We'll get that taken off I'll correct your online service center.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We'll get that invoice taken care of so when you pull up the invoice on the online service center you'll be be able to see that he's been taken off and.
[AGENT][NEUTRAL] In the future if you wanna take someone off of your invoice you're able to make the corrections on your invoice or say if someone changed coverages or what have you, you're able to do that as well um.
[AGENT][POSITIVE] If that helps you and that way you know that it's been.
[AGENT][NEUTRAL] Fixed on your invoice um.
[AGENT][NEUTRAL] But I'm on Fitit right here.
[AGENT][NEUTRAL] And you'll be able to see.
[CUSTOMER][NEUTRAL] Just let me know when I'll see it live on my end.
[AGENT][NEUTRAL] OK, I think that's not a problem, um, and 2, when you do make your changes, just make sure you save your changes, sort of capture it, um, let's see.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm right now on the page that says my billing. Is that the page you're talking about?
[AGENT][NEUTRAL] Yes, ma'am. And then once you put where it says open invoices.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll show your open invoices and your paid invoices, uh huh.
[CUSTOMER][NEUTRAL] Right. Yeah.
[AGENT][NEUTRAL] Alright, that change has been made, so if you'll pull up where it says um I mean the invoice number itself and you are able to see everybody down on the um.
[AGENT][NEUTRAL] On your grape?
[AGENT][NEUTRAL] And if you look, you'll see at the top that he's been his premium has been deducted and the correct premium now now it's not gonna change at top, but if you look on that blue bar, you'll see where the figure has changed and that's what you'll you'll um.
[AGENT][NEUTRAL] Your day.
[AGENT][NEUTRAL] The 385.
[CUSTOMER][NEUTRAL] No, I still see, I see the negative 143 41.
[AGENT][NEUTRAL] Right. OK, but up top now, it's, up top, it's not gonna change. That's the original amount.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] Oh, OK, it's where it says, it's where it says print invoice.
[AGENT][NEUTRAL] Yes, ma'am. It's gonna be where, um, you know how you pull up everybody down at the bottom?
[AGENT][NEUTRAL] And you see the negative figure. OK, on that blue bar to the far right.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] OK, now I see when I pull up that invoice it does say 385 and I see the negative. OK, perfect. This is what I needed.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. All right. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's all. Thank you very much.
[AGENT][POSITIVE] Oh, you're so welcome and thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.