AccountId: 011433970860
ContactId: 67e162bc-5b3a-489d-90dc-32b72d93cbfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224419 ms
Total Talk Time (AGENT): 80429 ms
Total Talk Time (CUSTOMER): 80864 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/67e162bc-5b3a-489d-90dc-32b72d93cbfe_20250106T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, good afternoon, uh, my name is [PII]. I'm with the town of [PII]. We're an employer.
[CUSTOMER][NEUTRAL] And um I was uh looking at our invoice for January and there was uh for some reason on one of the um.
[CUSTOMER][NEUTRAL] Employees I didn't get properly billed for it, so I just wanted to make sure if if I first of all like why I just wanna make sure he keeps he's not like deleted or anything, but I know I can add it on to the bill I guess as a as an adjustment so I just wanna make sure I'm doing it correctly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], um, first let me get your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII] I'm sorry, no [PII].
[AGENT][NEUTRAL] OK, thank you. And, and what is your group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Where is that?
[CUSTOMER][NEUTRAL] Um, with, I guess it should be on the invoice, right? Let me take a look, OK.
[CUSTOMER][NEUTRAL] Um, yes, it's 26064.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me look up your group.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please give me your physical address for your for town of [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, I appreciate you verifying your group for me Ms. [PII], and I know you need help with your invoice, so what I'm going to do is I'm gonna transfer you now on over to group billing so that they can help you with your invoice and get those corrections help you with your corrections, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] Alright, it's gonna be a brief hold. I'll let them know you already verified your group so you won't have to do that again.
[CUSTOMER][POSITIVE] Oh, I appreciate that thank you.
[AGENT][POSITIVE] No problem. You have a blessed day, Ms. [PII]. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team.
[AGENT][NEUTRAL] I've got um Ms. [PII] on the phone. She is the contact person for group number 26064.
[AGENT][NEUTRAL] And she has called because she has some discrepancies in her invoice with an insured and she needs help.
[CUSTOMER][NEUTRAL] OK, you said her name is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send it over.
[AGENT][POSITIVE] OK, thank you so much. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.