AccountId: 011433970860
ContactId: 72bcb5db-dee6-45b0-87c8-943ee289147f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 757700 ms
Total Talk Time (AGENT): 156760 ms
Total Talk Time (CUSTOMER): 202694 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/72bcb5db-dee6-45b0-87c8-943ee289147f_20250124T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine, thank you. Can I have a group um authorized contact on the line with group number 19146?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what do they need?
[CUSTOMER][NEUTRAL] OK, this is [PII] and she is in the.
[CUSTOMER][NEUTRAL] Uh, portal as a a contact and let me give you her cell number.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] She's calling about invoice number 6377029.
[CUSTOMER][NEUTRAL] And the employee that she's calling about hold on break because I got out of the.
[CUSTOMER][NEUTRAL] The gentleman, she's calling, well, hold on, on base is not cooperating, just a second.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Is [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She said that it shows on there that do comments.
[CUSTOMER][NEUTRAL] The do comment section has turned.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Anyway, she has some questions regarding that. I don't see that on their invoice and there is nothing on the gentleman's profile to indicate.
[CUSTOMER][NEUTRAL] That that's terms.
[AGENT][NEUTRAL] It is um and uh you guys can't see it but in um the OSC it it it does show it but I can talk to it though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect and everything's fully verified and I did verify his um date of birth with her as well.
[AGENT][POSITIVE] OK, good. Thank you.
[CUSTOMER][POSITIVE] All right, [PII]. Well, thank you. Have a good afternoon.
[AGENT][POSITIVE] You too. Have a good weekend.
[CUSTOMER][POSITIVE] All right. You too. Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A bath.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][POSITIVE] Yes, you are. I agree.
[AGENT][NEUTRAL] Hi, so I understand that you had a question about the January invoice, um, and [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what can I help you with?
[CUSTOMER][NEUTRAL] So I was just wondering because uh instead of paying for him this month, it's giving us an adjustment of 9348 and then in the comments it's saying that it, that he's termed. So I'm wondering if coverage ended or it's just like a one time fee where it's being waived like.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see any notes.
[AGENT][NEUTRAL] Uh, give me one second.
[AGENT][NEUTRAL] Sorry, I'm just looking into this.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know if um
[AGENT][NEUTRAL] Do you guys uh manage your invoices online um yourself like is there anyone in your department that may have added that note or anything like that?
[CUSTOMER][NEUTRAL] No, not that I know of.
[AGENT][NEUTRAL] Um, I'm trying to see because typically when we add it, um, we put the date but it's still possible that someone with um APO could have made the change so I'm just trying to figure it find out if um your account representative may have done it um so I'm just waiting on a reply from her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You, you know, I was thinking because before the holidays, um, before like [PII] and stuff, um, we actually got a notification that um he like his, we were short on paying his, and I know that we sent out a check for it, so maybe that check went towards this month's billing or something like that, and maybe that's why there's a credit there. That's what I was thinking, but I'm not sure.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Cause I don't even know why.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] I mean, I, any, anything is possible, but I just don't, if the billing department would have turned him cause he's not, his policy is still active and there's no like um set lapse date. There's no, no um
[AGENT][NEUTRAL] Like if the billing department would have terminated him, his policy, then his policy wouldn't be active anymore so I'm just trying to see.
[AGENT][NEUTRAL] Who would have done that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Let's see how fast the little beamer that goes.
[CUSTOMER][NEUTRAL] I mean, I very far.
[CUSTOMER][NEGATIVE] You saw the girl that got killed in [PII] to see the no, there was still shooting yesterday. I've seen videos of the kid seems like he was obsessed with it when I want to eat that anymore I hate to do it in the obsession back so.
[CUSTOMER][NEGATIVE] That scares me so much. Oh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I may have to. Is it OK if I, um, research this and wait for a response from your account representative, um, and the rest of the team, um, and then I can follow up with you either I can call you back or follow up with you via email because this might take a while. I just don't want you to have to sit here for so long.
[CUSTOMER][NEUTRAL] That's fine. Yeah, that's fine. Um, would you like to call me back or email me?
[AGENT][NEUTRAL] Yeah, if you want, um, whichever you prefer.
[CUSTOMER][NEUTRAL] Um, you can go ahead and email me. I'll give you both in case you wanna call me, you call me. If you wanna email me, that's fine too. Um, my phone number, my, my cell phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then my email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I have [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, alright, well I will um research this and I will um follow up with you once, um, someone gets back to me and I have an answer for you, OK?
[CUSTOMER][POSITIVE] All right, sounds good. Thank you, [PII].
[AGENT][POSITIVE] All right. No problem. Is, is there anything else I can help you with while you have me?
[CUSTOMER][POSITIVE] That's it. Thanks. Have a good one.
[AGENT][POSITIVE] All right. No, no problem. Have a good weekend. Bye.
[CUSTOMER][NEUTRAL] All right, bye.