AccountId: 011433970860
ContactId: 8fa9b6cf-5a3d-4138-bcd4-12f5763251c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 614400 ms
Total Talk Time (AGENT): 200257 ms
Total Talk Time (CUSTOMER): 218353 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/8fa9b6cf-5a3d-4138-bcd4-12f5763251c9_20250610T14:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So hi, my name is [PII]. I am the benefits human resources manager with Boliver County Community Action Agency. We actually have a group plan with you guys where we have employees that actively participate in your benefits, and I needed to speak to whoever is the billing person for our group.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. So it's concerned, um, billing in general, invoices or is it payments or?
[CUSTOMER][NEUTRAL] Group building
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, it's well yes it's about that we have a very low participation rate. I want to get a copy of our group contract and I need to know who our contact person is and would love to speak with them.
[AGENT][NEUTRAL] OK, and you need the agent's name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have the group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I do 13656.
[AGENT][NEUTRAL] OK, thank you. One moment. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Absolutely [PII]. My name is [PII] and last name is [PII], and I'm with Bliver County Head Start program.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] B O L I V.
[CUSTOMER][NEUTRAL] It should be AR but they have [PII] on the billing.
[AGENT][NEUTRAL] Thank you. And can you verify the um mailing address for me?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's gonna be one more minute. I'm just trying to verify all the information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Can you verify the email address for me?
[CUSTOMER][NEUTRAL] I'm not sure which email address you have if it's [PII] or if it's [PII] [PII] or if it's [PII].
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Do you know the main contact on the account?
[CUSTOMER][NEUTRAL] Should be [PII] or [PII].
[AGENT][NEUTRAL] Let me go through the notes. I don't you.
[CUSTOMER][NEUTRAL] I'm looking at our invoice for June.
[AGENT][NEUTRAL] Mhm. Yeah, it looks like the contact person is a little bit different. Um, bear with me, let me see if I got any notes of any change.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, OK, [PII], yeah, she's the one that gave me this [PII]'s payroll, I'm the benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm gonna call
[AGENT][NEUTRAL] OK, Ms. [PII], um.
[CUSTOMER][NEUTRAL] Why is her name not under all my files?
[CUSTOMER][NEUTRAL] But why would yeah and it may not be, but that's very odd for her name to be on all my files.
[CUSTOMER][NEUTRAL] I'm sorry, ma'am.
[AGENT][NEUTRAL] OK. Uh, is there any way I can get Ms. [PII]? I need her authorization to release the information because I don't see your name in the system. I'm sorry. Mhm.
[CUSTOMER][NEUTRAL] OK, sure, let me see if I can connect her just one moment.
[AGENT][NEUTRAL] Yeah, sure. Mhm.
[CUSTOMER][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] OK, she's not picking up. Let me run down the hall uh what you just need her I'm trying to reach her, but she may not be at her desk.
[AGENT][NEUTRAL] OK, well, we just need her authorization to give you any information regarding this group or this policy. Mhm.
[CUSTOMER][NEUTRAL] OK, let me try to walk down to her office just one moment please thank you.
[AGENT][POSITIVE] Sure, yes, yes.
[CUSTOMER][NEUTRAL] Yeah I know.
[CUSTOMER][NEUTRAL] OK, ma'am, I have, uh, uh, can you ask your question or whatever information you need to know?
[AGENT][NEUTRAL] Um, um, [PII] on the line.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, can you verify the email address for me, Miss [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. um, are you giving me permission to release information to [PII]?
[CUSTOMER][NEUTRAL] Yeah, she's the HR director so she should uh be on there as a contact as well.
[AGENT][NEUTRAL] OK, I don't see her information. If you can send us an email indicating that she needs to be added, we can go ahead and add her to the group, um, but I didn't find her information in the system, OK? So you, you can email that information to [PII], OK?
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][NEUTRAL] Yes, her team.
[CUSTOMER][NEUTRAL] Here
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and what?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct, yes.
[CUSTOMER][NEUTRAL] OK, so is it OK for us to go forward in terms of giving you the contact and the contract, OK.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes. Uh-huh. Yes. Yeah, I can do that. Yeah. Yes, we can do that for today. Yes, for future, we just need that information, OK?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] OK, thank you. And so here's the situation as I mentioned we have an invoice here we only have two participants, so I'm trying to identify who the contact person is the agent name and number, and then we want a copy of the contract because I think our contract has a clause that says not a certain percentage of participants then we may have to do direct bill.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, and you can do, uh, you can get that contract through through the agent, OK, but your agent is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, first name [PII]
[AGENT][NEUTRAL] Yes, mhm, [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] OK, [PII].
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Mhm, yes. His phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me repeat that back to you [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have an email for?
[AGENT][NEUTRAL] I also have an yes, and that's what I was gonna tell you. I also have an email. OK, the email is [PII], the last name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that's [PII]
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK, and so that will be my point of contact for this resolved, correct?
[AGENT][NEUTRAL] Yes, he's the agent of this group, mhm.
[CUSTOMER][NEUTRAL] OK, and just your record, your name please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, got it. I appreciate it and I will reach out to him to see if I can get what I need.
[AGENT][NEUTRAL] You.
[AGENT][POSITIVE] No problem. If you have any other problems or any other troubles, just feel free to call us back. Just have Miss [PII] send us that email so we can have your information on file, OK?
[CUSTOMER][POSITIVE] Will do, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] I know.