AccountId: 011433970860
ContactId: 985be778-5631-4eb8-869e-f3b82e8e619b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292779 ms
Total Talk Time (AGENT): 143898 ms
Total Talk Time (CUSTOMER): 96176 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/985be778-5631-4eb8-869e-f3b82e8e619b_20250624T17:53_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, we received a, uh, an invoice and I'm not sure, um, what it is, so I just wanted to get some clarification.
[AGENT][NEUTRAL] OK, so you said that you have received an invoice from ATL.
[AGENT][NEUTRAL] But you're not sure what that's about?
[CUSTOMER][NEUTRAL] Yes, I'm not sure.
[CUSTOMER][NEUTRAL] Yes, I'm not sure what it's about.
[AGENT][NEUTRAL] OK, so are you calling on behalf of a group or your personal?
[CUSTOMER][NEUTRAL] Uh, so I am the, uh, the HR head of the company and I know that we just changed benefits, uh, so I'm calling on behalf of our company.
[AGENT][POSITIVE] OK, yes, ma'am. I like
[CUSTOMER][NEUTRAL] That received the the invoice.
[AGENT][NEUTRAL] OK, well, I can, I can help you with this, and who am I speaking with?
[CUSTOMER][NEUTRAL] With [PII].
[AGENT][NEUTRAL] And your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you please spell it?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] Thank you, and a good callback number for you, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what is the group number, please?
[CUSTOMER][NEUTRAL] 80136
[AGENT][NEUTRAL] I'm so sorry. Did you say 80136?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get the group's information pulled up, [PII], then I will have to verify several things with you first for security before I can provide any information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so first off, if you could please verify the name of the group and the group's address.
[CUSTOMER][NEUTRAL] Uh, affiliated lawyers PLLC [PII].
[AGENT][POSITIVE] OK, thank you and the primary contact person for the group.
[CUSTOMER][NEUTRAL] Um, you probably have [PII].
[AGENT][NEUTRAL] OK, and his email?
[CUSTOMER][NEUTRAL] Or it would be me, [PII].
[AGENT][NEUTRAL] OK, so what is [PII]'s email?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the primary number that we would have on file for the group.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It might be [PII].
[AGENT][NEUTRAL] No, ma'am. That's not it.
[CUSTOMER][NEUTRAL] Or it is hang on let me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or is it [PII]?
[AGENT][NEUTRAL] Mm, no, ma'am. That's not it either.
[CUSTOMER][NEUTRAL] Or [PII]?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, thank you. OK, so, oh, excuse me, excuse me. So, [PII].
[AGENT][NEUTRAL] I'm not able to provide information to you at this time um because you were not listed as an authorized contact at this point for the group.
[CUSTOMER][NEUTRAL] So what is it for like what is your company?
[AGENT][NEUTRAL] Uh, again, this is a, this would be an insurance company.
[CUSTOMER][NEUTRAL] Like health insurance?
[AGENT][POSITIVE] Yes, we offer different types of products, yes.
[CUSTOMER][NEUTRAL] So we just got a new insurance policy through AMed. Are you connected with them?
[AGENT][NEUTRAL] This would be a supplemental plan.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I would probably need to because [PII] sent me this to look into it because he didn't know what it was.
[AGENT][NEUTRAL] Yes, so what he would need to do is he can if he wants to have you added as an authorized contact for the group [PII], he can send an email to us, um, but unfortunately again due to security reasons I cannot provide any information.
[AGENT][NEUTRAL] To anyone other than him at this point, or he could reach out to the the group's agent.
[CUSTOMER][NEUTRAL] No, I understand.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. OK. Well, is there anything else? Yes, ma'am. You're welcome. Can I help you with anything else?
[CUSTOMER][NEUTRAL] OK, I will do that then.
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL and I hope that you have a very nice uh rest of your day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.