AccountId: 011433970860
ContactId: 7ff227a4-824e-4b3b-ac4a-b01f3e6ef874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491839 ms
Total Talk Time (AGENT): 236786 ms
Total Talk Time (CUSTOMER): 99497 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/7ff227a4-824e-4b3b-ac4a-b01f3e6ef874_20250207T19:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How about yourself?
[CUSTOMER][NEUTRAL] Good, I am on the phone with the group Bad man. Her name is [PII].
[CUSTOMER][NEUTRAL] And [PII] is with Core Inc.
[CUSTOMER][NEUTRAL] And she is calling about the uh February invoice that she received.
[CUSTOMER][NEUTRAL] And she's stating that employee [PII], um, looking at the notes, it said that she was billed back to [PII]. I don't know what that means, but she was wanting an explanation.
[AGENT][NEUTRAL] I can help her with that. What is it, uh, what's the group number and what is her callback number just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK, so the group number is 25931.
[CUSTOMER][NEUTRAL] Call back is [PII] with an extension of [PII] and it's for employee [PII] under the group term life policy.
[AGENT][NEUTRAL] All right, so that's group 259.
[AGENT][NEUTRAL] [PII] is a callback number with the extension of [PII], and she's calling about [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright, send her on. I can help her with that.
[CUSTOMER][POSITIVE] All right, thank you, here she comes.
[AGENT][POSITIVE] You're so welcome. Thank you and you have a good day.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi. Hi, [PII]. This is Mat group billing. [PII] said that you had a question about your invoice, um, and I understand a good callback number is [PII] [PII].
[CUSTOMER][NEUTRAL] Uh, just, uh huh, it's just [PII].
[AGENT][NEUTRAL] Oh, just [PII]. OK. All right. Well, I can help you with that. Um, she said you are calling on [PII].
[CUSTOMER][NEUTRAL] My extension, yeah.
[AGENT][NEUTRAL] And it's on your February invoice.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] All right. Well, I can help you with that. Let's see. So she was billed multiple times all the way back. Is that correct?
[CUSTOMER][NEUTRAL] Uh, only on this bill we got billed on this particular February bill for February, but we also see a line item for April.
[AGENT][NEUTRAL] OK, I can help you with that. Let's see what it is. She might have missed that payment, so let me, let me double check.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK, so that's.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so time life.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Let me see because it's odd.
[AGENT][NEUTRAL] All right, [PII]. Let's see what's going on with her, why they did that.
[AGENT][NEUTRAL] [PII], what is that extension again of yours?
[CUSTOMER][NEUTRAL] What's the what of mine?
[AGENT][NEUTRAL] You're at stage and again and you said it was.
[CUSTOMER][NEUTRAL] 111
[AGENT][NEUTRAL] OK, that's 111.
[AGENT][NEUTRAL] All righty. Um, what I'm gonna have to do is look at this and see what's going on with this and, and call you back if that's OK, if I can research it.
[CUSTOMER][NEUTRAL] Sure, yeah, because the bill I'm looking at is our company's bill and we pay the bill, so it's not something she could have missed and we pay the bill in full so I don't know why it would suddenly show up again for in April.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. And I, uh, I understand that. So, let me look at that and see what's going on with that. And um then we can give you a call back and
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me ask you this if it is an error, should I short the bill or pay the bill as is and get a credit?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Now if it is an error we will make the correction on here and um because any time you have anybody come off of your invoice that you're not you know say you um.
[AGENT][NEUTRAL] Let's just take for instance.
[AGENT][NEUTRAL] Miss [PII] decided she didn't want one of her policies. You could take her off the policy, I mean off the invoice and not pay for it, and you can do that on any of them.
[AGENT][NEUTRAL] Say if there was an error, yes.
[CUSTOMER][NEUTRAL] OK, so it's OK not to pay the bill in full if there's an error on it.
[AGENT][NEUTRAL] Absolutely and you can make that if you're if you're able to go online you're able to make those corrections on your invoice and um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so forth on that. So say like if [PII] did want to cancel her policy, you would just go over to the due column and zero that out and say she terminated her coverage or she left the company or what have you, but you'd have to put um.
[AGENT][NEUTRAL] A reason for that, a comment under the comment section.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But just when you do make a change, just make sure you save your changes so it will capture it.
[AGENT][NEUTRAL] And then so, but I will look at this and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is going on with this and why they
[AGENT][NEUTRAL] Why it was for April and we can take care of that.
[CUSTOMER][NEUTRAL] OK, so I'll just hear back from you then.
[AGENT][POSITIVE] Yes, ma'am, and I'll give you a call today as soon as I find out.
[CUSTOMER][POSITIVE] All right sounds good thank you.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That's it for today, thanks.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Alrighty you too.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][POSITIVE] Alrighty bye