AccountId: 011433970860
ContactId: 7100dbd4-91e2-4648-ae85-22c64b19955f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265380 ms
Total Talk Time (AGENT): 102364 ms
Total Talk Time (CUSTOMER): 89257 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/7100dbd4-91e2-4648-ae85-22c64b19955f_20250507T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I had called last month about um one of our employees um.
[CUSTOMER][NEUTRAL] Was taken off the um list I guess for the because it went up the premiums or whatever went up and they told me to go ahead and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Pay it which I did and I got the bill for this month and it uh the name's still not back on and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I don't know what to do. This is uh [PII] City OBGYN.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Got you OK and are you the admin? I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, um, we could definitely get that pulled up and see what's going on with that. uh, what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it. And then uh what was that group number please?
[CUSTOMER][NEUTRAL] 10811.
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] There we are and then uh just really quick [PII] if you're able to verify the uh address for the business please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you so much for that. OK, now do you happen to have the uh current invoice number?
[CUSTOMER][NEUTRAL] The current, uh, yeah, 0006386792.
[AGENT][NEUTRAL] Thank you. OK, and then the previous one that we had addressed before is do you have that one?
[CUSTOMER][NEUTRAL] Um, yep, uh, let's see.
[CUSTOMER][NEUTRAL] 000638.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 638-418-2.
[AGENT][POSITIVE] OK alright thank you so much for all of that information [PII]. Give me just a moment. I'm gonna put you on a brief hold while I reach out to our uh group billing department and uh discuss this with them. I'll get right back with you.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing all right thank you. I have a group admin on the line who wants to uh go over. She has a couple of different invoice numbers. She said that she spoke with us about this um previously. I don't see any notes regarding that, um, but apparently there was supposed to be, uh, an employee taken off, uh, from what I understand, but I do have both of those invoice numbers.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] That is 10811.
[CUSTOMER][NEUTRAL] And who are we speaking with?
[AGENT][NEUTRAL] And we are speaking with uh [PII] we are speaking with the contacts.
[CUSTOMER][NEUTRAL] OK, and what are the invoice numbers?
[AGENT][NEUTRAL] OK, so the one that she said she had called about previously was 638-418-2.
[AGENT][NEUTRAL] And then I've got the most current one as well.
[CUSTOMER][NEUTRAL] OK, and is it the [PII], the 638-6792?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send her over.
[AGENT][POSITIVE] All right thanks bye bye.
[CUSTOMER][NEUTRAL] OK.