AccountId: 011433970860
ContactId: 7834a275-9a88-48f3-a380-3c2c2d67ad4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223500 ms
Total Talk Time (AGENT): 59859 ms
Total Talk Time (CUSTOMER): 78565 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/7834a275-9a88-48f3-a380-3c2c2d67ad4e_20250214T20:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I'm calling from the broker NES N Solutions, um, for one of our clients. I can give you the policy number.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Um, it would be 267-51.
[AGENT][NEUTRAL] OK. And how can I help?
[CUSTOMER][NEUTRAL] Hey, I want to know if this group has any open invoices.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] And this is for B and E, is that correct?
[CUSTOMER][NEUTRAL] Yes, you see, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, this particular group is the master. Um, there's nobody enrolled on it, so is there a subgroup that
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, they have they must have had a whole bunch of sub groups, um, give me one moment, let me, um.
[CUSTOMER][NEUTRAL] Sorry, I know what's going on my computer. Give me one moment, let me open it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um um.
[CUSTOMER][NEUTRAL] OK, let me see, last job this is.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 250 employees.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] I'm so sorry. Can you hear me? I'm really looking for information for you.
[AGENT][POSITIVE] Oh, no, no problem.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So, I know they have um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEGATIVE] What a pain.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Now [PII] should be able to find to look on your OSC account.
[CUSTOMER][NEUTRAL] If I can go to the portal?
[AGENT][NEUTRAL] Yeah, you, yeah, you can if she can check on the portal under each name of the group and look under the billing tab and it will show you which invoices are still open.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] OK, so if I go to groups and I put vianillo.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do I put the plus sign or I put the plus and I go to billing.
[AGENT][NEUTRAL] Yeah, yeah, click yeah click the and then do you see across the top it'll say like uh there's a billing tab.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Yeah, um, I clicked that and it says loading invoices. OK, perfect.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Right, and then on the right side, those are the ones that are paid, but those on the left side are still open.
[CUSTOMER][POSITIVE] OK perfect thank you so much. I just uh.
[AGENT][POSITIVE] Oh, not a problem. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye bye.