AccountId: 011433970860
ContactId: 7e622495-3f5b-4513-93f6-627eb2aa0d66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 598559 ms
Total Talk Time (AGENT): 364284 ms
Total Talk Time (CUSTOMER): 217621 ms
Interruptions: 8
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/7e622495-3f5b-4513-93f6-627eb2aa0d66_20250211T15:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] calling from Cruise Planners regarding our gap policy.
[AGENT][NEUTRAL] OK, [PII], you, you have question, are you the group administrator?
[CUSTOMER][NEUTRAL] Yes, I had a question on here so when we get these invoices in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I think they come in two different ways like we get them in the mail and I know that we can also see them online. How do we go about getting these updated? Do we have to wait until our I guess whatever a third party is to notify you, or can we literally make a change on this invoice and adjust.
[CUSTOMER][NEUTRAL] The uh the policy amount because we have two people on here that are terminated that should not be covered in February but they're still on here so obviously there's a delay I guess in in notification how do we handle that?
[AGENT][NEUTRAL] OK, so you're wanting to find out if you can adjust the invoices, is that correct? And how you would go about doing that? OK, [PII], well I can partially help you with this first off, uh, what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] OK, thank you. And the members, I'm sorry, the group's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] The group policy number is 15821.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get the group's information pulled up. Then I will have to verify several things with you first, [PII] for security. So just one moment, please.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Well, bear with me just one minute, [PII]. I'm so sorry. I'm
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Having a little trouble pulling up one of my screens. I'm so sorry.
[CUSTOMER][NEUTRAL] That's alright, computers for you. It's not feeling like it.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's a little early in the week for it to start feeling like that.
[CUSTOMER][NEUTRAL] uh
[AGENT][NEUTRAL] It's just a little too early. Uh, see.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] 1 3125.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So first off, um, to verify the group's information, if you'll please verify, you've already given me the group name, the address for the group.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then your email address, please?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, thank you and then the phone number that we have for the group is the same as the one that you gave me for your callback number, so that is the best one we should have, is that right?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yeah correct.
[AGENT][NEUTRAL] OK. All right. So let's see here, just a moment.
[AGENT][NEUTRAL] OK, so you can, um, let's see.
[AGENT][NEUTRAL] Now if there are members on there that need to be removed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then I can give you the email address if you don't already have it, [PII] for our care team and you would just send the request to them.
[AGENT][NEUTRAL] To this email for the for the.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Mhm, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] When uh we email them, then they do uh remove it and send us a revised invoice?
[AGENT][NEUTRAL] That is correct. Now what I can do is I can actually connect you to the billing to what now to to see to verify because I'm not 100% if it would just show on the next.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The adjustments, but, but someone in our billing department could further answer that better for you uh before I give you any incorrect information but let me give you that email for our care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII] and we have a care team here too so I understand that OK yeah we do we do we actually have a department called Care Team here yep.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Do you really? Oh, how about that? Well, that's pretty neat.
[AGENT][POSITIVE] Oh, wow. Wow. That's, that's really interesting. That's, you're the first, um, person that I've talked to that also has a care team.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] That is so funny, yeah, we do, and growing we and then it's growing, you know, just customer service in general, right? Yeah, we literally have 4 people starting the end of this month, so it's growing the need for customer service.
[AGENT][NEUTRAL] 00 wow.
[AGENT][POSITIVE] Yes, right. Yes.
[AGENT][POSITIVE] Oh, well, that's wonderful.
[AGENT][POSITIVE] There is a huge need for that in this day and time. There certainly is and good customer service at that. So we try to deliver that and I hope that we are pretty good at it. So I'm sure your team is as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I agree.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thanks [PII]. I have a question. I just noticed on the invoice here because I don't usually get the paper when I went to get it because I noticed these people were still here. Um, it says on the front here to ensure prompt attention to your service needs you can email changes additions to corrections to bill billing COLL at AMPublic. Should I send it there or should I send it to care team?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, actually send it to care team where, um, because it, it goes to the care team first and then gets routed, um, once it's been reviewed. Yes, it used to, we used to have more divided up and it's just the invoice still reflects that, but no, ma'am, um, send everything to the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] To billing after anyway, OK.
[CUSTOMER][POSITIVE] You got it. OK, will do, thank you.
[AGENT][POSITIVE] OK. All right. Well, you are certainly very welcome. So is there anything else that I can help you with there before I connect you over?
[CUSTOMER][POSITIVE] Alrighty
[CUSTOMER][POSITIVE] No, that's it I appreciate your help.
[AGENT][POSITIVE] OK, well, thank you so much. Absolutely, it was my pleasure and thank you again for calling APL. I hope that you have a great day.
[CUSTOMER][POSITIVE] You too [PII] thank you.
[AGENT][POSITIVE] Thanks, [PII]. You're welcome. So one moment, please.
[AGENT][NEUTRAL] Oh, and when I do transfer you, you're not gonna have to re-verify the information we did. I'll let them know that that's already been done.
[CUSTOMER][POSITIVE] Oh that's awesome.
[AGENT][NEUTRAL] OK. You're welcome. So, one moment. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright alright bye bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good Morning. Thank you for calling APO. This is [PII] in Group billing. How may I help you?
[AGENT][NEUTRAL] Hi, my la, it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII] how are you?
[AGENT][POSITIVE] I'm all right. Thank you for asking.
[AGENT][NEUTRAL] So I have an admin on the line with group number.
[AGENT][NEUTRAL] 15821.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the group's information is fully verified.
[AGENT][NEUTRAL] She and the phone number she gave me is also the one that we have in line for the group as being a callback number if the call were to um drop.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But she says that they get their invoices electronically and online, I mean via mail and online.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she was wanting to know because there's a couple of employees on there that are no longer there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and about adjusting the invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I gave her the care team email male to send the cancellation request to, but now she's asking if once that has been processed, emailed in and processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Will they receive
[AGENT][NEUTRAL] An adjusted bill.
[CUSTOMER][NEUTRAL] I can help her with that, but no, I mean it's gonna be online.
[AGENT][NEUTRAL] For the same month. OK, OK. I didn't.
[AGENT][NEUTRAL] OK. And then let's say, she asked me one more thing.
[AGENT][NEUTRAL] No, maybe that was all.
[AGENT][NEUTRAL] Oh, on the email on the something that she has, I guess it was the paper bill maybe it says that it still has the billing call uh email to send any changes or anything to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][MIXED] And I told her to use, I told her to use Ca Team, but yes, we did have everything more broken out, but now everything comes throughA Team, which she was fine with, but I just didn't realize the billing call email was still anywhere actually, so I don't know.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] The care team.
[CUSTOMER][NEGATIVE] I didn't neither.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] We'll look at that. I'll, I'll, I'll see about that, but yes.
[AGENT][NEUTRAL] Yeah, verify where she saw that because I'm not sure if it's in online or on her.
[CUSTOMER][NEUTRAL] And they may not be aware of that either.
[AGENT][NEUTRAL] Yeah. So if you could just like, I, I've just not been told that until now.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I hadn't either.
[AGENT][NEUTRAL] So anyway, and I think, OK, any other questions for me? Have I left out anything that I needed to give to you?
[CUSTOMER][POSITIVE] But I can help her.
[CUSTOMER][NEUTRAL] On that.
[CUSTOMER][POSITIVE] Uh, I think I can help her with everything you, you, you, you told me. OK.
[AGENT][POSITIVE] She's real nice.
[AGENT][POSITIVE] OK. Well, thank you so much. Have a wonderful day if I don't talk to you again.
[CUSTOMER][POSITIVE] You as well thank you so much.
[AGENT][POSITIVE] Thank, uh, you're welcome and thank you too. Uh, so here comes, um, here comes the call.
[CUSTOMER][NEUTRAL] Uh-huh, hm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.