AccountId: 011433970860
ContactId: 67597d97-fd77-4bba-b0dc-28d3b7def078
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324500 ms
Total Talk Time (AGENT): 140109 ms
Total Talk Time (CUSTOMER): 99679 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/67597d97-fd77-4bba-b0dc-28d3b7def078_20250328T17:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need some help understanding my invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, I can help you with the, uh, I can try to help you with the invoice. Um, may I have your name and a good contact number in case we're disconnected? Is it an invoice or an explanation of benefits?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Invoice.
[AGENT][NEUTRAL] OK, because the invoice comes from the provider, but I can try to help.
[CUSTOMER][NEUTRAL] Uh, am I calling APL?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, well, it's my APL bill.
[AGENT][NEUTRAL] OK. May I have um your
[CUSTOMER][NEUTRAL] This isn't I'm I'm the admin on the account. This is an employer account.
[CUSTOMER][NEUTRAL] Business account, so let me give you the information and make.
[AGENT][NEGATIVE] Oh, like your premium, your in your for your premium, not like a, OK, I got it.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, uh do you want the group number?
[AGENT][NEUTRAL] It's OK. I just, I just wonder, I just was confused. I'm sorry, but I got it now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you want the group number?
[AGENT][NEUTRAL] Um, may I have your name?
[CUSTOMER][NEUTRAL] You're, it's [PII].
[AGENT][POSITIVE] Alrighty, and [PII], may I have a good contact number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and your group number?
[CUSTOMER][NEUTRAL] 20939.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] And I have an invoice number of the one I'm looking at if that helps.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I have the group here. I just need you to verify the group name, address, and um your email address.
[CUSTOMER][NEUTRAL] Uh, it's Family Advocacy and Community Training [PII] and my email address is [PII].
[AGENT][POSITIVE] Alrighty, and thank you so much for verifying. All the information provided is a verification of benefits, not a guarantee of payment. And may I have the um invoice number?
[CUSTOMER][NEUTRAL] Yeah, I'm looking at 638.
[CUSTOMER][NEUTRAL] 4894.
[AGENT][NEUTRAL] Here it is.
[AGENT][NEUTRAL] Alright, and then what questions did you have in reference to your billing?
[CUSTOMER][NEUTRAL] So if you go to page 2 at the bottom, there is an employee by the name of [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Why is it show short term disability 82404 times?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEGATIVE] Uh, it won't come up.
[AGENT][NEUTRAL] This is what I'll do because I can't access the invoice. Let me get you the group billing. I was gonna have to do that anyway, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me go ahead and get you over to group billing because I can't, like I see the invoice, but I can't like access it. I don't know if that has anything to do with it. Um, but I'll go ahead and get a group billing representative on the line and I'll explain um that [PII] is showing 4 times for short-term disability, and then they'll just take.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, multiple people are showing multiple times. I'm new in this role. I kind of inherited the responsibility um I've got a bunch of issues with payroll deductions policies, but now I'm looking at the invoice and it feels like I have even more problems so yeah, if someone could help me that would be great.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, and [PII], before I get the billing representative, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][NEUTRAL] Alright, well, thanks for calling APL and hold on one moment, OK?
[CUSTOMER][POSITIVE] Yeah, thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling IPO, this is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing good. I have a group admin on the other line. Um, well, she said she has a several questions about the group's billing, but there's a, there's multiple people that are showing up multiple times for different, uh,
[AGENT][NEUTRAL] Bills, but she says she kind of inherited the role, I guess, so she's, she just has a whole bunch of questions about their billing.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] Um, it's 20939.
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] We're speaking with [PII].
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey, how do you like.