AccountId: 011433970860
ContactId: 7041df28-dc46-4b52-8ff7-1993aa852d23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461399 ms
Total Talk Time (AGENT): 205486 ms
Total Talk Time (CUSTOMER): 126735 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/7041df28-dc46-4b52-8ff7-1993aa852d23_20250127T18:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from RCS. How are you?
[AGENT][POSITIVE] Oh, I'm doing wonderful, Miss [PII]. How about yourself today?
[CUSTOMER][POSITIVE] I'm great thanks hey, so we just got a billing, um, bill date [PII] and.
[CUSTOMER][NEGATIVE] It looks like it got stuck in the printer like literally I'm going over this bill and I can't even imagine why we have so many entries for per employee.
[AGENT][NEUTRAL] OK, let's take a look at that for you. Do you have your group number handy, my friend?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, um, let's see, I'm, I'm actually logged in, where can I find that?
[AGENT][POSITIVE] Uh, that is an excellent question. It might be right up by my account, but let me actually.
[AGENT][NEUTRAL] Look at that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I guess I thought it would be right in the my account like at that drop down arrow.
[AGENT][NEUTRAL] Under your information but I'm not seeing it's listed there.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you're saying it's your.
[AGENT][NEUTRAL] Invoice is funky looking when you go to.
[AGENT][POSITIVE] Your invoice it, I mean, ideally it would be listed on there for you too.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So the invoice number is listed um there's a department number listed with you guys but on this bill detail it doesn't have unless I'm I'm looking at the, the coupon which downloaded into an Excel spreadsheet so I'm not sure if, if I, I'm gonna try to pull the PDF version up let's see.
[CUSTOMER][NEUTRAL] Group number is 25768.
[AGENT][NEUTRAL] 25768
[AGENT][POSITIVE] Wonderful RCS I see it right here and [PII], could I just need to verify a little bit of information and then I'm going to get you in touch with the people who can help you get a new invoice.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If that is OK. Um, could you verify for me please the mailing address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And then what is the, what is the phone number on file?
[CUSTOMER][NEUTRAL] It's probably my office [PII].
[AGENT][NEUTRAL] Yes, and then lastly it's just that email on file.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Wonderful, thank you.
[CUSTOMER][NEUTRAL] We should have a couple of emails mhm.
[AGENT][NEUTRAL] And then.
[AGENT][NEUTRAL] If I have access to this, I think I can just send it out to your email address, but I'm gonna just double check that it opens up for me.
[AGENT][NEUTRAL] Alright, I see what you're saying where it has like all your insureds listed like 6 times or.
[CUSTOMER][NEUTRAL] Yeah, it's kind of crazy. Like I don't understand what's going on here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] I think something's wrong, so what I'm gonna do, I'm gonna get you in touch with um our billing department and see if they, they can look at that because that doesn't look right to me either. Um, if you don't mind, Ms. [PII], I'm just gonna put you on a brief hold. You won't have to re-verify any of your information again, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII], can you hear me now?
[AGENT][POSITIVE] I can hear you, yes, it was like magic.
[CUSTOMER][POSITIVE] Alright, well thank you for calling APU and you have.
[CUSTOMER][NEUTRAL] How may I help you?
[AGENT][NEUTRAL] Hey, yes, so I have um I have a group rep on the line and her invoice looks so swampy. I mean, I know I'm new, but I've never seen anything like it and I was really hoping you could help her out.
[CUSTOMER][NEUTRAL] Um I'm sure I can help her out. What is her name and what is the group number?
[AGENT][NEUTRAL] You betcha. Her name is [PII]. I did verify all her information and her group number is 25768.
[CUSTOMER][NEUTRAL] And a good call back number?
[AGENT][NEUTRAL] Um, it is the same one that she has on file, but the.
[AGENT][NEUTRAL] The 2, I cannot talk. I don't know what I'm trying to say.
[AGENT][NEUTRAL] [PII]. I cannot read this. I'm so sorry.
[AGENT][NEUTRAL] [PII] is her direct line.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEGATIVE] Yes, I have my glasses on and everything, and that one really, I think the [PII] was really hard for my head.
[CUSTOMER][NEUTRAL] Me too.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so she is calling about which invoice?
[AGENT][NEUTRAL] Her January invoice, it looks like it's charging her like her insureds for January, February, March, April, May, June, July, August. Some of them it goes through like the whole calendar year of being charged. I'm not really sure, like, it just
[AGENT][NEUTRAL] is really strange to look at in my opinion. I'm not sure.
[CUSTOMER][POSITIVE] Alright you can send her on and I'll be able to help her.
[AGENT][POSITIVE] And I'm so sorry because I didn't quite catch it, but what was your name? I'm so sorry.
[CUSTOMER][NEUTRAL] It's my.
[AGENT][POSITIVE] Well that's perfect. I just wanted to be able to introduce you.
[CUSTOMER][POSITIVE] OK, well, thank you.
[AGENT][POSITIVE] My pleasure, thanks.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] I am
[AGENT][POSITIVE] Thank you so much for your patience. I have Ms. [PII] on the line. She's with our billing department. She is wonderful and she's gonna do her best to take care of you today, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] in group billing. um, [PII] said that you are calling about your January.