AccountId: 011433970860
ContactId: 5b31686c-302b-40e0-997e-1e4babec1b2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429200 ms
Total Talk Time (AGENT): 202509 ms
Total Talk Time (CUSTOMER): 195830 ms
Interruptions: 10
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/5b31686c-302b-40e0-997e-1e4babec1b2e_20250425T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. Um, my name is [PII]. I'm calling from the broker's office for
[CUSTOMER][NEUTRAL] Um, group number 80128.
[AGENT][NEUTRAL] 8128. OK, how can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey, I have a question on this bill, um, for the bill for, I guess not April.
[AGENT][NEUTRAL] Becker Holdings Incorporated, OK, and your which, which agency are you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Any solutions?
[AGENT][NEUTRAL] Any solutions? OK, just one second, let me pull the bill up. Give me 1 2nd.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is it for the April billing?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on just a second.
[AGENT][NEUTRAL] I'm like let me pull this up.
[AGENT][NEUTRAL] OK, well that, how can I help you?
[CUSTOMER][NEUTRAL] OK, I mean, um, while we read about hard question, why are 12, when
[CUSTOMER][NEUTRAL] Basically all the employees billed from [PII] and only [PII] is billed [PII] and then again [PII].
[AGENT][NEUTRAL] Yeah, that's weird. hm, if there's any notes on here.
[AGENT][NEUTRAL] OK, so that's the same policy number effective for [PII] or [PII] and [PII].
[AGENT][NEUTRAL] 419
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII] 49 that's 85 OK so she's the only one that's on there with a split bill for some reason trying to see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My code.
[AGENT][NEUTRAL] told me some things.
[AGENT][NEUTRAL] Hm, I don't know. Let me get, let me ask our billing department. Do you mind holding on for just one second?
[CUSTOMER][NEUTRAL] That's fine. That's fine, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] Resources. Can you look at a group spill with me real quick?
[CUSTOMER][NEUTRAL] Sure, what's the group number?
[AGENT][NEUTRAL] Um, it is 80128.
[CUSTOMER][NEUTRAL] OK, 80128 and you said their bill?
[AGENT][NEUTRAL] Yes, I've got the broker on the other line. I wasn't gonna transfer her over. I told her to ask you guys, um, she's had a question on the April billing statement.
[AGENT][NEUTRAL] Um, the last one that went out was for 28227, and she's asking about [PII], why she's got a split bill on there, I guess [PII] or the [PII] and [PII] or the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She was inquiring about why hers was split out like that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me look. I see, see that, let me look at her policy real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know if it has a mode F and a mode H. I don't know what that meant.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I see I don't know why it billed twice for her policy.
[CUSTOMER][NEUTRAL] Oh, for some reason it's showing, you know, the bill and then it's showing that we sub bill, but I don't know.
[AGENT][NEUTRAL] What's what's the
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Oh, that's what the SS4s that are sent, OK.
[CUSTOMER][NEUTRAL] It's OK, maybe it's cause.
[CUSTOMER][NEUTRAL] Yeah, the, um, well, I'm looking in, um, on BQPHI screen on the billing screen and it shows one of our charges SBSUB, and that means sub bill, um, so it looks like we're actually billing for.
[AGENT][NEUTRAL] Uh-huh. Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It would be
[CUSTOMER][NEUTRAL] The [PII] [PII] and then the, the [PII] [PII] invoice, um, so let me make sure because I don't see another invoice in the OSC. Let me make sure this group got their [PII] invoice doesn't look like they did. I only see the [PII] bill for them, so I believe we actually need to charge.
[AGENT][NEUTRAL] Uh, so maybe there's a problem. The other 4 for the [PII].
[CUSTOMER][NEUTRAL] Yeah, I believe, right, right, um, so that's, that's, that is what the charge is for is for that earlier April invoice, um, let me see.
[AGENT][NEUTRAL] OK, or the other 3? OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah we we're gonna end up needing to charge the other members for that bill as well now if they want, I can manually add that to that invoice for them or if they'd rather we can set that set it up to bill. Well, I take that back we can't since it's um not not a monthly bill so I'll actually have to manually add that in there um.
[AGENT][NEUTRAL] OK, OK. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You already done.
[AGENT][NEUTRAL] Manually add it and it'd be on the OSC to pull from the OSC, right? OK, OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] It will.
[CUSTOMER][NEUTRAL] It will
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and it'll be for the other 3 members for [PII], and [PII]. Um, I'll just have to add that, um, yeah.
[AGENT][NEUTRAL] OK. So you'll go. OK.
[AGENT][NEUTRAL] OK, so you'll go update it showing that all of them should have been billed from [PII], basically.
[CUSTOMER][POSITIVE] Yes, I'm gonna do that now so I'll save it and they should be able to see it in just a few minutes.
[AGENT][NEUTRAL] Right, OK. OK, OK, I'll let her. OK.
[AGENT][POSITIVE] OK, I will let her know. Thank you so much. That's what we needed. OK, thanks. Uh-huh. Bye bye.
[CUSTOMER][POSITIVE] OK. No problem. You're welcome. Bye.
[AGENT][NEUTRAL] Thank you for holding. I apologize. OK, I spoke with Billing and she said that actually [PII], if you say her name, she's correct. The other three, for whatever reason, the other [PII], and [PII] should have also been billed for [PII] the [PII], and they weren't, so she's gonna go correct the billing statement, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On the online on out on the online service center and you can print a newer bill for them. I can actually send it to you if you'd like um with the corrections once they're made.
[CUSTOMER][NEUTRAL] Do you know how long it's gonna take for the corrections to be made?
[AGENT][NEUTRAL] She's doing it right now, so probably I think it should reflect out there probably within the next 15 to 20 minutes once she gets it done or at least give her 30 minutes to get it all out there and corrected. Do you, do you have access to grab it out there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, it's just an APR, right? the regular APL website? Yeah, I can grab it. OK, so I'll make a note, make a payment. Perfect. Thank you so much for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, OK, OK, OK.
[AGENT][POSITIVE] You're most welcome. Is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] Um, I don't think so. Let me just make sure she didn't ask for anything else.
[AGENT][POSITIVE] All right. Well, you have a great, mhm.
[CUSTOMER][POSITIVE] Uh, yeah, OK. No, that's fine. Thank you so much for all your help again. Have a great Friday.
[AGENT][POSITIVE] Uh huh you too thank you bye bye.
[CUSTOMER][NEUTRAL] OK.