AccountId: 011433970860
ContactId: 4ff007db-60d5-4ed4-9dac-b84326547148
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574020 ms
Total Talk Time (AGENT): 159279 ms
Total Talk Time (CUSTOMER): 207554 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/4ff007db-60d5-4ed4-9dac-b84326547148_20250624T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII] calling from Combined Benefits Group, third party administrator, uh, for Marlin [PII], and we need a copy of the June Excel, um.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK. Do you have your group number?
[CUSTOMER][NEUTRAL] Uh yes, uh, the group number is, hold on just a minute, I gotta get it for you.
[CUSTOMER][NEUTRAL] It is 14916.
[CUSTOMER][NEUTRAL] And that's just the Excel for June.
[AGENT][NEUTRAL] OK, and what um what was the name of the group?
[CUSTOMER][NEUTRAL] Marlin, M A R L I N Independent School District.
[AGENT][NEUTRAL] Uh, does it have an address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I'm sorry, I may have typed in, uh.
[AGENT][NEUTRAL] Group number wrong. What was the group number again?
[CUSTOMER][NEUTRAL] OK, the group number for [PII] is 14916.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't need, I don't need the uh the PDF. I need the Excel.
[AGENT][NEUTRAL] Do you usually get it in that format?
[CUSTOMER][NEUTRAL] Uh, yes, uh, the, we, we do, and, uh, just send it to my email. You'll need my email address.
[AGENT][NEUTRAL] So I, I only have, OK, you said [PII], is that right?
[CUSTOMER][POSITIVE] Yes, yes. [PII]
[AGENT][NEUTRAL] OK, let me see. I don't know.
[AGENT][NEUTRAL] And what was your email address?
[CUSTOMER][NEUTRAL] It is [PII], which is [PII], that's [PII].
[AGENT][NEUTRAL] And then [PII] which invoice was that for? did you say June?
[CUSTOMER][NEUTRAL] Uh, Excel June.
[CUSTOMER][NEUTRAL] Just the Excel we have the PDF. I need the Excel.
[AGENT][NEUTRAL] OK, I will get that sent over. Um, give me just a bit, and I've got [PII].
[CUSTOMER][NEUTRAL] Sure, I'm gonna.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] If you don't mind I'm gonna stay on the line until I see it here.
[AGENT][NEUTRAL] OK, um, I've never sent an Excel, so let me, I only see the PDF so I'm not sure.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], [PII], you know, [PII].
[AGENT][NEUTRAL] Uh, in our billing department.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Yeah, she would know.
[CUSTOMER][NEUTRAL] Or [PII]
[AGENT][NEUTRAL] Let me put you on a brief hold if you don't mind.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] [PII], it's [PII] on the care team. Hey, I, I've got a group on the line. I, I've retrieved their invoice and she, she says she wants the Excel version, not the PDF, but I don't know how.
[CUSTOMER][NEUTRAL] We don't have that right now.
[AGENT][NEUTRAL] OK, is it, she says she gets it every month, is it?
[CUSTOMER][NEUTRAL] Well, with the old online service center you could print it off in PDF or Excel but since we can't um print any of the invoices off of the the new online service center, Excel is not available right now. PDF is the only one.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, uh, and do you know are I guess are we working on that?
[CUSTOMER][NEUTRAL] Um, I assuming so, um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I, I just kinda I'm going with the flow at this moment in time.
[AGENT][NEUTRAL] All right. OK. OK, I'll let her know that we're working on it, but right now it is not available and she'll need to work off of the PDF.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, bye.
[AGENT][NEUTRAL] OK, so sorry about that. So since we've upgraded our website, we're currently, we don't have the Excel capability yet and that's what we're working on. So right now it's just the PDF.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] So because we upgraded our site that was effective.
[CUSTOMER][NEUTRAL] I just, I just got.
[CUSTOMER][NEUTRAL] Yeah, on 2.
[AGENT][NEUTRAL] When when did
[CUSTOMER][NEUTRAL] Yeah, on two others I that I requested earlier they were there they were able to update them.
[AGENT][NEUTRAL] When did you request this?
[CUSTOMER][NEUTRAL] I mean send them to
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What, when did you request them?
[CUSTOMER][NEUTRAL] this morning.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] If they're so we have them in our old system, but your your June invoice going forward is in our new system.
[CUSTOMER][NEUTRAL] I guess I
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] So were those old invoices that you had requested?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, they're new. It's, it's uh June [PII].
[AGENT][NEUTRAL] That's what I'm saying, did they send you the [PII] invoice?
[CUSTOMER][POSITIVE] Oh yeah they did uh uh what I requested uh huh.
[AGENT][NEUTRAL] I Excel.
[CUSTOMER][NEUTRAL] Yes, Excel mhm, both of them.
[CUSTOMER][NEUTRAL] The PDF and the Excel.
[AGENT][NEUTRAL] OK, so but you said you were requesting the June?
[AGENT][NEUTRAL] I guess I'm confused so you you did get the June Excel. What, what do you need, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What are you
[CUSTOMER][NEUTRAL] I need the June Excel for [PII] getting the I got both the APL and the Excel uh [PII].
[CUSTOMER][NEUTRAL] And uh now I need Marlins and I I only need the Excel for Marlin.
[CUSTOMER][NEUTRAL] But I did get the Excel for Giddings.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Yeah, I am. Can you hear me?
[CUSTOMER][POSITIVE] Oh OK, yes I can.
[AGENT][NEUTRAL] OK, um, if you can actually, if you can
[AGENT][NEUTRAL] We are having trouble with our invoice. I'm reading some notes in your file. I see on [PII] you had called, right?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so can you, yeah, if you will email our care team, uh, so it's care team at [PII].
[CUSTOMER][NEUTRAL] Probably did.
[AGENT][NEUTRAL] And request the
[CUSTOMER][NEUTRAL] OK, and that's who you, that's who you are, right? Because that's the number I called.
[AGENT][NEUTRAL] No, I am the care team, but I'm not our email team. I'm just the phone team.
[CUSTOMER][NEUTRAL] Oh, there's two different ones, OK, yes, let me do that. Let me just email the care team and see what if they can help.
[AGENT][NEUTRAL] Yes, yeah.
[AGENT][POSITIVE] OK, yes, so you'll email them and request Excel and then they should hopefully be able to get that for you.
[CUSTOMER][NEUTRAL] Um, uh.
[CUSTOMER][POSITIVE] OK, OK thank you bye bye.
[AGENT][POSITIVE] OK, thanks for calling. Bye-bye.