AccountId: 011433970860
ContactId: 52a4e58f-eb9b-4cca-88c7-d20ce99d96c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214460 ms
Total Talk Time (AGENT): 93821 ms
Total Talk Time (CUSTOMER): 68867 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/52a4e58f-eb9b-4cca-88c7-d20ce99d96c9_20250502T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've got a uh group admin on the line who said that she has several questions regarding invoices and um refunds.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, group number that is 267-87.
[AGENT][NEUTRAL] City of [PII].
[CUSTOMER][NEUTRAL] Yes, and we are speaking with uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the city of [PII], um, regarding our invoices.
[AGENT][NEUTRAL] You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII], it, I go by both.
[AGENT][NEUTRAL] Oh, OK, alright, and what can I help you with with those invoices?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, OK, so the February invoice.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, he needs to be removed, um, and I was wondering if we could get the refund of 21256.
[CUSTOMER][NEUTRAL] That we paid for him.
[AGENT][NEUTRAL] On the February.
[CUSTOMER][NEUTRAL] Which would be invoice 6380953.
[AGENT][NEUTRAL] right
[AGENT][NEUTRAL] OK, um, so for any kind of terminations you'll need to um submit those in writing um what we do recommend each month is reconciling those invoices and deducting the any premium that should not be um paid.
[AGENT][NEUTRAL] Um, and, and pay the adjusted amount, um, but yeah, any terminations would need to be sent in, um, some form of uh email writing so we can get those documented and have, um, back up as far as um.
[AGENT][NEUTRAL] Um, paper trail.
[AGENT][NEUTRAL] And once those terminations are processed in our system we then can either credit the uh any open invoice on the online service center or like you said refund it back to the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is there like a, is there a certain form?
[AGENT][NEUTRAL] No, ma'am, just, uh, you can send it to our, uh, it's care team at [PII] and list any terminations or any kind of um adjustments that need to be made on the group.
[CUSTOMER][NEUTRAL] OK, care team at what was it again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And how long does that normally take?
[AGENT][NEUTRAL] Um, it's usually done within a, within a day.
[CUSTOMER][POSITIVE] OK great all right we'll get that sent over thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.