AccountId: 011433970860
ContactId: 6c5bdae7-2db7-40c7-b107-60d837ce8a14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381040 ms
Total Talk Time (AGENT): 166200 ms
Total Talk Time (CUSTOMER): 171994 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/6c5bdae7-2db7-40c7-b107-60d837ce8a14_20250603T18:59_UTC.wav
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[AGENT][NEUTRAL] Hello, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi how are you?
[AGENT][POSITIVE] Hi, I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing well. My name is [PII] and I'm with Hard Rock Construction.
[CUSTOMER][NEUTRAL] We have recently um.
[CUSTOMER][NEUTRAL] Started um some of our benefits with APL.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I'm not quite sure how the billing cycle works.
[CUSTOMER][NEUTRAL] So when we get the bit.
[AGENT][NEUTRAL] Um, well,
[AGENT][NEUTRAL] I'm so sorry, go ahead.
[CUSTOMER][NEUTRAL] Oh, I was when we get the bill.
[CUSTOMER][NEUTRAL] Like, so my 41 billing is that 441 or is that 431?
[AGENT][NEUTRAL] Well, usually when we bill it's towards the end of the month for the next month so um the, the bill we just generated at the end of May was for the June premium unless your group is set up to um pay in arrears so then it would be um at the end of May we would have billed for May.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I have no idea because I was not a part of the process, so would you be able to look that up and let me know? So the group number is 26986.
[AGENT][NEUTRAL] OK, well what's your group number? Do you know?
[AGENT][NEUTRAL] Alright, and let's see, I wanna make sure I have the right uh account. Would you give me the address and a physical address and phone number?
[CUSTOMER][NEUTRAL] OK, it is [PII]. The phone number is [PII].
[AGENT][NEUTRAL] Alright, I do see that information, however, I don't see your name down as a contact. Give me one second.
[AGENT][NEUTRAL] And just for verification purposes, what is your email?
[CUSTOMER][NEUTRAL] [PII], it starts with [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK yeah I see you on the um online service center so it looks like you guys.
[AGENT][NEUTRAL] Do a file feed and let's see oops.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it does look like you guys pay in arrears so um let me pull up.
[AGENT][NEUTRAL] The 269-86.
[AGENT][NEUTRAL] It looks like currently we have both your April and May invoices, so the May invoice was just generated, um, a weekend or two ago.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this would have been April and this would have been May.
[CUSTOMER][NEUTRAL] OK, so 41, so all of these billings would have been good. That wouldn't have been a problem on my first bill. OK, so, um, let's move on to I've submitted payment for the first bill I guess accounts payable hasn't issued the check yet.
[AGENT][NEUTRAL] OK, let me check, let's see, this is [PII].
[CUSTOMER][NEUTRAL] I'll check on that.
[AGENT][NEUTRAL] Let me see if we've received it. I don't have that it's been processed yet, but let me see if we've received it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not see it at the moment.
[AGENT][NEUTRAL] So we may not have received it yet.
[CUSTOMER][NEUTRAL] OK, I'll, I'll inquire on that to make sure that come you guys get that so when we're doing the billing because this changes every year.
[CUSTOMER][NEUTRAL] To a different vendor um.
[CUSTOMER][NEUTRAL] How do we indicate.
[CUSTOMER][NEUTRAL] Do we make changes on the bill or do you guys make the changes? So say if an employee was terminated.
[AGENT][NEUTRAL] If you guys would like
[AGENT][NEUTRAL] Yes ma'am, if you guys would like you can do it on that paper invoice when you send in your check you can include that invoice with the changes uh at the bottom of the invoice it does give you like the letters you know like the code to put uh like T for Terminate and then we would just need the date. You can do it that way or in the online service center that I see that you're registered for, um, you could do it digitally and um save that and then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You can actually submit the invoice and then once we receive the check it'll process and all is good you can actually um go in and do a future like if you know say their last day is gonna be on [PII] you can put that into the online service center and it won't um do anything until that date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We'll never know that because we have surprise quitters they just don't show up so so yeah um OK I'm just making sure so I can make the correction on the bill and when um they send the backup with the bill, you got to be good.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] I'm so sorry to hear that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][POSITIVE] Alrighty I appreciate you so much.
[AGENT][POSITIVE] Oh no problem. If there's anything else we can help you with, don't ever hesitate to give us a call, and we hope you guys stick with us.
[CUSTOMER][NEUTRAL] Yes hopefully so it won't change next year because everybody's billing is different and um yeah before I get this whole spreadsheet and then you guys like you print it front and back.
[AGENT][POSITIVE] Hopefully we'll make it easy to stay.
[AGENT][NEUTRAL] Oh, did they?
[CUSTOMER][MIXED] It's double sided, which is, yeah, it drove me bananas at first, but OK.
[AGENT][POSITIVE] I'm so sorry. I didn't realize that we did that.
[CUSTOMER][NEUTRAL] Yeah, I, yeah, it's double sided so I would, yeah, I was like, OK, well, what, no, this is page 4, wait, well where is 3? OK.
[CUSTOMER][NEUTRAL] Then I turned it over and I go, OK, well, there you are.
[AGENT][NEUTRAL] I guess they're trying to conserve.
[CUSTOMER][POSITIVE] So yeah, I appreciate it. Thank you so much.
[AGENT][POSITIVE] Oh it's no problem. You have a great week. Thanks for calling APO.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.
[CUSTOMER][NEUTRAL] OK