AccountId: 011433970860
ContactId: 5344b676-e41e-460a-974a-1dbbc3c3fd32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 540280 ms
Total Talk Time (AGENT): 122335 ms
Total Talk Time (CUSTOMER): 175569 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/5344b676-e41e-460a-974a-1dbbc3c3fd32_20250408T15:08_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], my name is [PII], and I am calling on behalf of the broker's office to assist a group um with.
[CUSTOMER][NEGATIVE] Kind of a billing issue, um, they're not receiving their bill and I noticed that.
[CUSTOMER][NEUTRAL] My previous request for address change.
[CUSTOMER][NEUTRAL] Looks like it hasn't been updated possibly because the bill still shows the old address so I was wondering if we can get that corrected.
[AGENT][NEUTRAL] OK, sure, I can assist with that. um, do you have the group number?
[CUSTOMER][NEUTRAL] Yes, so the group number is 269-02.
[AGENT][NEUTRAL] Yeah,
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And this was done right during the right when they enrolled um or it was a new group um.
[CUSTOMER][NEUTRAL] So I just wanna double check because it the bill may have been generated before.
[CUSTOMER][NEUTRAL] The address was fully changed in the system, but I, I can't really, my system's glitching on me today.
[AGENT][POSITIVE] OK, sure. No problem.
[AGENT][NEUTRAL] Uh, can I place you on a brief hold real quick?
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you so much for holding. OK, what address should it be?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, so it is still on [PII], but it should be [PII].
[CUSTOMER][NEUTRAL] [PII]. That's [PII]
[AGENT][NEUTRAL] Yeah, it looks like we saw the [PII].
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And then what is your email address, [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK. Uh, I just need to callback number just in case I lose you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, and there should also be um [PII] on that.
[AGENT][NEUTRAL] OK, OK, let me see.
[CUSTOMER][NEUTRAL] And the um city and zip code are different as well.
[AGENT][NEUTRAL] Oh, OK, um, OK, so we've got.
[AGENT][NEUTRAL] OK. [PII]. OK. [PII], is that what you said?
[CUSTOMER][NEUTRAL] Uh, it's [PII], yeah, sorry, uh, [PII].
[AGENT][NEUTRAL] Avenue, OK
[AGENT][NEUTRAL] And then the city and zip.
[CUSTOMER][NEUTRAL] Uh the city is [PII]
[CUSTOMER][NEUTRAL] [PII] zip code is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, I'm just changing this real quick.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then you had some questions about the billing, is that correct?
[CUSTOMER][NEUTRAL] Yes. So on the bill,
[CUSTOMER][NEUTRAL] It says um.
[CUSTOMER][NEUTRAL] Bill date 21 bill date 31.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Is that so the
[CUSTOMER][NEUTRAL] The one that says 21, is that for March or is that the bill for February?
[CUSTOMER][NEUTRAL] Because it doesn't have when I pull it up I I don't see like a.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] Due date it just says invoice date bill date and they're both the same.
[AGENT][NEUTRAL] OK, what I'm gonna do I'll get you over to our billing department they have access to the invoices and information that I can't see so if you don't mind I'll get you transferred over to there, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and uh the address is is correct then?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I've got that corrected.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help I greatly appreciate it.
[AGENT][POSITIVE] OK, thank you so much. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], this is [PII] again. I, I just wanted to let you know I do have to send a verification email to our care team for the address change before it can be completed, um, which I, I just found out so I'm gonna do that just to let you know so that should be done within 24 hours, but I'll get you to billing in the meantime, OK?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect and will we get a um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] An email notification saying it was corrected or we should just be able to to log in and it should be corrected on the system.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, you should be able to log in and you'll see that updated.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] on the care team. I have a broker's office who'd like to talk about the invoices for the group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what the billing dates are and such.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group number?
[AGENT][NEUTRAL] Group number is 26902.
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] I've got [PII] on the line with um.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The CCB [PII].
[AGENT][NEUTRAL] So [PII]'s office.
[CUSTOMER][NEUTRAL] [PII]'s Tinder Care.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][POSITIVE] OK, I'm sorry to say send it to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, here you go. Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, can you, uh, what was your name? My phone was breaking up.