AccountId: 011433970860
ContactId: 81f97f31-4134-42b7-9315-878734399bed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509459 ms
Total Talk Time (AGENT): 164616 ms
Total Talk Time (CUSTOMER): 181723 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/81f97f31-4134-42b7-9315-878734399bed_20250303T16:04_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] Yes, [PII], good morning. Uh, my name is [PII]. I'm calling from Victoria Worldwide Business Connections. Um, my group number is, uh, I guess.
[CUSTOMER][NEUTRAL] 226-49
[CUSTOMER][NEUTRAL] Let's see if I see the bill right here.
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, so give me a moment please to get the group's information pulled up.
[AGENT][NEUTRAL] OK, [PII] and I will have to verify several things with you first for security. So first off, if you could please verify the name and address for the group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Victoria Worldwide Business Connections Group is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you and then the um main number for that we have on file for the group is a little different than what you gave me. What's another contact number we.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying everything. So, how can I help you today?
[CUSTOMER][NEUTRAL] Yes, I guess we changed the plan.
[CUSTOMER][NEUTRAL] And um of course I have an auto, uh, you know, my my bank send the um payments automatically every single month.
[CUSTOMER][NEUTRAL] And of course, the new, mm I just get an email from [PII] stating that it's a mistake, of course, because we need to move to the new group and we pay in short.
[CUSTOMER][NEUTRAL] But the numbers don't add up, so I need to find out and the payment, the new payment just went out today.
[CUSTOMER][NEUTRAL] So, the new group, I can give it to you.
[AGENT][NEUTRAL] OK. The new group number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 80112
[AGENT][NEUTRAL] Alright, and what that's a group number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so all of that, OK, and so can you give me a little background on why there's two different group numbers for the same group?
[CUSTOMER][NEUTRAL] Because we moved.
[CUSTOMER][NEUTRAL] Because we moved, we actually changed, we switched plans.
[CUSTOMER][NEGATIVE] And right now we don't have, we don't, we don't even have access to our to our new plan. So right now they're telling me they say we have received a check of blah blah of $389.31 which was the amount of the group premium prior to move to group A0112.
[CUSTOMER][NEUTRAL] See, I can apply this check towards the February invoice which is I don't have. However, there was still a balance of 10386, and I checked all my applications and everything and the numbers don't are up. I only have $27 difference between the prior uh group to the new group. So, uh, and I have no I have no invoices or nothing.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so what I, so what I will do um for you [PII] is I will connect you to someone who is in the billing division directly and I will give them both of the group numbers and let them know the reason for your call. So you received an email from [PII] is that correct?
[CUSTOMER][NEUTRAL] That's what I'm calling you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, alright now I meant I don't know if she will be actually who you speak with, but I can get you connected to someone so it's regarding the invoices on each of these group numbers is that correct?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Correct, yeah, it's a, it's a, because I never cut this one and this one is different, so billing will be, will solve it out. If not, I just have to call my, uh, my, uh, the guy who manage all the accounts because it's a pain in the neck.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, I will certainly try and get you connected with someone who can help you, [PII] and then yes sir you may end up having to speak to your agent, but first we'll go um we'll see if we can get you help here first, OK?
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][POSITIVE] You got it thank you.
[AGENT][POSITIVE] All right. You are very welcome. Is there anything else I can help you with before I connect you?
[CUSTOMER][NEUTRAL] No, no, thank you.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Alright, thank you, same to you.
[AGENT][POSITIVE] Uh-huh, yes, sir. Thank you very much. So just one moment please.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing OK. How are you?
[AGENT][NEUTRAL] I'm doing OK. So I have an admin on the line and I verified both group numbers information.
[AGENT][NEUTRAL] The first group number he gave me is 22649.
[AGENT][NEUTRAL] And then he also gave me 80112.
[AGENT][NEUTRAL] He says that he received an email from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] But the amounts are not adding up on the difference in their plan.
[AGENT][NEUTRAL] I'm not, and I'm not understanding why.
[AGENT][NEUTRAL] This group has two different.
[AGENT][NEUTRAL] Numbers.
[CUSTOMER][NEUTRAL] OK, yeah, that's, uh, some groups are like that, but it sounds like he got a specific email from [PII], so it looks like she's available. Let me see if she can help him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, because we can't transfer like that directly.
[CUSTOMER][NEUTRAL] Yeah, you'd have to do it on teams, but I can do it though if you wanna transfer it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But this is [PII].
[CUSTOMER][NEUTRAL] [PII] and.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, [PII] said she can take the call so if you want, um, you can transfer him to me and then I can uh.
[CUSTOMER][NEUTRAL] Uh, transferred on Teams if you want.
[AGENT][NEUTRAL] OK. All right. Well, I will let you speak to [PII] then and let him know that she is available.
[CUSTOMER][POSITIVE] Awesome. Thank you.
[AGENT][POSITIVE] OK, [PII], thank you so much. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Bye.