AccountId: 011433970860
ContactId: 589ea545-730e-40a3-ace1-285e76723de8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377239 ms
Total Talk Time (AGENT): 117571 ms
Total Talk Time (CUSTOMER): 104375 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/589ea545-730e-40a3-ace1-285e76723de8_20250207T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I'm an employer and I got a bill for our APL service, uh, insurances and somebody got billed for back in April, so I think we have an error on the bill.
[AGENT][NEUTRAL] OK. What's your name?
[CUSTOMER][NEUTRAL] Um, my name's [PII]. I'm with Core Oncore.
[AGENT][NEUTRAL] Mhm. Let me get the group number, [PII].
[CUSTOMER][NEUTRAL] Sure it's 25931.
[AGENT][NEUTRAL] OK, and what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and so [PII], you said the group name is Core Inc. what is the group?
[AGENT][NEUTRAL] Email address.
[AGENT][NEUTRAL] Or your email address will be fine.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, mine would be [PII].
[AGENT][NEUTRAL] OK. It's.
[AGENT][NEUTRAL] Is there one for the group?
[CUSTOMER][NEUTRAL] I honestly don't know. I don't remember. I'm the HR manager.
[AGENT][NEUTRAL] OK, it looks like it's [PII] is the email of record.
[CUSTOMER][NEUTRAL] Oh yeah that would be me too.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And the address for the group.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that information and you said that someone within the group was billed for back to in [PII]?
[CUSTOMER][NEUTRAL] Yeah, for some reason on this pill that we have it's billing Rose Alexander twice once for.
[CUSTOMER][NEUTRAL] February and one for April.
[AGENT][NEUTRAL] OK, so she has 12, she has 3 active policies, so is it billing for each of the policies?
[CUSTOMER][NEUTRAL] No, it's just for the GTL 19 group term.
[AGENT][NEUTRAL] The group term life? OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what invoice are you looking at?
[CUSTOMER][NEUTRAL] Um, it's the current invoice for February.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, give me a quick second.
[AGENT][POSITIVE] OK, give me one moment I'm gonna get you transferred over to group billing, OK? And then they can further assist you with that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] I do I do see a note in our system, but I'll let them explain that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you there [PII]?
[CUSTOMER][POSITIVE] Yep yep, that sounds good thanks.
[AGENT][NEUTRAL] OK, give me a second, give me 1 2nd.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is Meet and Group billing. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII]. How about yourself?
[AGENT][NEUTRAL] Good, I am on the phone with the group admin. Her name is [PII].
[AGENT][NEUTRAL] And [PII] is with Core Inc.
[AGENT][NEUTRAL] And she is calling about the uh February invoice that she received.
[AGENT][NEUTRAL] And she's stating that employee [PII], um, looking at the notes, it said that she was billed back to [PII]. I don't know what that means, but she was wanting an explanation.
[CUSTOMER][NEUTRAL] I can help her with that. What is it, uh, what's the group number and what is her callback number just in case.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK, so the group number is 25931.
[AGENT][NEUTRAL] Callback is [PII] with an extension of [PII] and it's for employee [PII] under the group term life policy.
[CUSTOMER][NEUTRAL] Alright, so that's [PII].
[CUSTOMER][NEUTRAL] [PII] is a callback number [PII] and she's calling about [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alright, send her on. I can help her with that.
[AGENT][POSITIVE] All right, thank you, here she comes.
[CUSTOMER][NEUTRAL] You're