AccountId: 011433970860
ContactId: 8d1594e4-02ce-4c7b-86fa-4dc547756f88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234960 ms
Total Talk Time (AGENT): 97254 ms
Total Talk Time (CUSTOMER): 85888 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/8d1594e4-02ce-4c7b-86fa-4dc547756f88_20250402T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon, um, I'm giving you guys a call because I have a question on an invoice that I received.
[AGENT][NEUTRAL] Oh, OK, um, I can help with invoice questions. Can you please give me your name and your group number?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII].
[CUSTOMER][NEUTRAL] And my group number isn't on this um on this invoice is it OK if I give you the invoice number?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Can you give me the group name?
[AGENT][NEUTRAL] And I can look up the group number?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be Yardbird Group.
[AGENT][NEUTRAL] Yardbird.
[AGENT][NEUTRAL] Group, OK, and may I get your callback number just in case the call gets dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I've got you pulled up right here.
[AGENT][NEUTRAL] OK, thank you for holding for me while I pulled in your group and um you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're with the group itself or are you a agent?
[CUSTOMER][NEUTRAL] So yeah I'm I'm with the group I do HR.
[AGENT][NEUTRAL] OK, because I'm not showing that you're the contact person on the policy on the group.
[CUSTOMER][NEUTRAL] OK, uh, would you mind confirming whether whether it's somebody that that I mentioned to you so that I can just have her call?
[AGENT][NEUTRAL] Um, we're not allowed to give out the.
[CUSTOMER][NEUTRAL] It would it be [PII]?
[AGENT][POSITIVE] Yes, I will say that. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] OK, can you, would you be able to answer general questions, not about the invoice, not about a specific group, nothing, because it really is just a, a general question that I have on billing.
[AGENT][NEUTRAL] Um, you can ask the question and I'll let you know if I can give the answer or not because we're not supposed to give out information unless it's the group contact, but go ahead and ask.
[CUSTOMER][NEUTRAL] OK. So, for, for the different um level of coverages,
[CUSTOMER][NEUTRAL] I don't see a column on the group, um, not on the group, but on the actual um product. I don't see a column that gives the coverage level so whether it's employee, employee or family, employee and child spouse, etc. so I don't see that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that is a question that will need to be transferred to group billing so that they can answer those questions for you. So if um Miss [PII] can call back we can make sure that we get all those questions answered for you and if she wants to add you as a contact person, she can do that too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Definitely.
[CUSTOMER][POSITIVE] OK perfect yeah let me, let me have her on me really quick and then we can go. OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Right. OK, you're so very welcome, Miss [PII]. I hope you have a blessed rest of your day and we thank you for calling APL.
[CUSTOMER][POSITIVE] You too alright talk soon.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.