AccountId: 011433970860
ContactId: 9b10a23f-f22d-435d-b1ce-49fbc01b1425
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 610760 ms
Total Talk Time (AGENT): 272747 ms
Total Talk Time (CUSTOMER): 242040 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/9b10a23f-f22d-435d-b1ce-49fbc01b1425_20250402T14:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I'm looking at, uh, can you pull up the uh group number?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hang on just a second. What is that group number?
[CUSTOMER][NEUTRAL] It's 23356.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Let me take a look, just a second.
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and may I ask your name?
[CUSTOMER][NEUTRAL] [PII], I'm calling in regards to the uh April invoice that you guys sent us. Can you pull that, pull that invoice?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, give me just one moment. Can you verify the group mailing address?
[CUSTOMER][NEUTRAL] The group mailing address is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. One moment, let me get that invoice pulled up just a second.
[AGENT][NEUTRAL] Sorry, it's taking a minute.
[AGENT][NEUTRAL] [PII], what is your
[AGENT][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, because I don't see you listed as uh an authorized user.
[CUSTOMER][NEUTRAL] Alright, so we, we received your statement for the the month of uh April and I'm looking at it right now right in front of me.
[CUSTOMER][NEUTRAL] I I have several months that are being added to the billing period, so I have February.
[CUSTOMER][NEUTRAL] Um, March, April.
[CUSTOMER][NEUTRAL] And the bill comes up to like 2922 94, is that the total amount for the April invoice?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You want to be.
[AGENT][NEUTRAL] I'm just checking to see if we have your name so that I can.
[AGENT][NEUTRAL] Discuss the invoice with you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And give me your.
[CUSTOMER][NEUTRAL] Well my name is not gonna be the most likely. I, I just got I just got hired to the company.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, unfort
[CUSTOMER][NEUTRAL] But this is my question to you. The, the invoice that you have for 638-5171, I, I'm, I'm in charge of doing all the payables for all the vendors in the company now, so I have to pay this invoice now it's crucial for you to answer this question. The amount due for April is 92294.
[AGENT][NEUTRAL] OK, if you bear with me just one moment, [PII], let me get you to our billing department, OK, and see if they can answer that for you. Thank you.
[AGENT][NEUTRAL] And you might want to talk to um.
[AGENT][NEUTRAL] [PII] or [PII] to get you added as a contact person.
[AGENT][NEUTRAL] And that way you don't have to go through this, but bear with me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. I have group number 23356 on the line for Luminair.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I have [PII] on the line and I asked him, I mean, he's not, I don't see him anywhere and I told him I can't.
[AGENT][NEUTRAL] You know he's asking about the April invoice that we sent to them and he has it in front of him with the.
[AGENT][NEUTRAL] Um, invoice number and everything I didn't write down. I apologize.
[AGENT][NEUTRAL] If they're in renewal, would they have an April invoice?
[CUSTOMER][NEUTRAL] Um, their renewal or their renewal begins [PII].
[AGENT][NEGATIVE] That just confuses me.
[CUSTOMER][NEUTRAL] So they'll have
[AGENT][NEGATIVE] So they won't
[CUSTOMER][NEUTRAL] Well it's up at the top of the EM it's up at the top of EMPL. It says in renewal hold uh in renewal holding claims and group product billing and then the date [PII]. That's the renewal date. So after the May.
[AGENT][NEUTRAL] And you know what? All I see is that R and I don't go any further. I'm like, look, they're in renewal, but I see that now.
[CUSTOMER][NEUTRAL] They'll receive um
[CUSTOMER][NEUTRAL] May invoice and then if the renewal is not finished come time to bill for June that's when they won't receive an invoice until.
[CUSTOMER][NEUTRAL] It's done.
[AGENT][NEUTRAL] So, um
[AGENT][NEUTRAL] If he has that in front of him, he said they're getting several months at a time.
[AGENT][NEUTRAL] On the April invoice and he just wants to make sure that that is the amount.
[AGENT][NEUTRAL] And I can just tell him yes, right?
[AGENT][NEUTRAL] But he's listed as a user though too, but he says it's impertinent that you answer this question.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No what I am impertinent you can get your contact person if it's impertinent.
[AGENT][NEUTRAL] I did tell him to do that.
[CUSTOMER][NEUTRAL] Um, let me look at the April invoice. I'm assuming he's talking about [PII] being billed for February, March, and April.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Oh wait, no wait, yeah.
[CUSTOMER][NEUTRAL] Yeah, he's only being billed for two different insureds for more than 1 month, but yeah, you can let him know that that invoice amount is correct.
[CUSTOMER][NEUTRAL] That's as far as it can go.
[AGENT][NEUTRAL] Yeah, I can't give any specifics.
[CUSTOMER][NEUTRAL] We'd have to speak with the contact person, yeah.
[AGENT][NEUTRAL] Got you. Alright, I appreciate it and I'm gonna pay attention to that so the just just since I have you on the line, so the renewal will not start until [PII].
[CUSTOMER][NEUTRAL] Correct, so after the May invoice has generated, they won't get any more invoices until the renewal process is finished.
[AGENT][NEUTRAL] I need to look at all that, but when I see R, I just like, wait, you know, I'm, I'm still learning. I'm sorry, it's so much information.
[CUSTOMER][NEUTRAL] It's fine, it's right.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][POSITIVE] Between all the departments. I appreciate it, [PII]. I let him know.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you. You have a great day.
[CUSTOMER][POSITIVE] You're welcome. You too.
[AGENT][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Are you there, [PII]?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes I can hear you.
[AGENT][POSITIVE] OK, thank you for your patience I appreciate that. Now I did check um with the billing department that amount is correct and if there's any information anything else needed, we would need to have you added as a group contact, but I would definitely talk to them. They can email care team, [PII].
[AGENT][NEUTRAL] And just say that they would like to add you and then put your email address as well.
[AGENT][NEUTRAL] And then you can create a log in and on our portal as well.
[CUSTOMER][NEUTRAL] OK, so is
[CUSTOMER][POSITIVE] Yeah it's a care care team.
[CUSTOMER][NEUTRAL] Say it again.
[AGENT][NEUTRAL] Care team mhm CARE.
[CUSTOMER][NEUTRAL] Mhm OK at at at.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] Public.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I'm to uh.
[CUSTOMER][NEUTRAL] Alright, I'm gonna send that email so you can add me to the account. OK, so I was looking at the invoice and I have a question. Why would the billing period dated from [PII] and [PII] and [PII] be added to the invoice for the April month?
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Because I'm looking at two transactions that have.
[CUSTOMER][NEUTRAL] Uh they have February and they have March. It should all be just April in order for me to pay April. Can you explain that to me please?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So
[AGENT][NEGATIVE] Unfortunately, without you being a group contact and it is, you know, um.
[AGENT][NEUTRAL] We just have to know that you are an approved and authorized contact person. I would not be able to disclose that information.
[AGENT][NEUTRAL] Until we have you in the system as an approved authorized contact person and that would have to come from [PII] or [PII].
[CUSTOMER][NEUTRAL] Yeah, I, I'm replacing [PII]. She's the prior accounts payable clerk, so I'm the one in charge, and I'm paying, um.
[AGENT][NEUTRAL] Oh, got you, so you just.
[AGENT][NEUTRAL] You're just trying to catch up, aren't you?
[CUSTOMER][NEUTRAL] Uh, I get paid to do that, so.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I got Oprah management asking me questions, so I have to go to, you know, make calls and you know uh a whole transitioning, uh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] So that's my question. Why, why would February and March be included in the April invoice? It should not be there and I never that's what I'm questioning.
[AGENT][NEUTRAL] Yeah and I understand that question but unfortunately without you being an authorized uh group contact I just can't disclose that information now if [PII] wants to call us and we'll be happy to.
[AGENT][NEUTRAL] Or if she's there and wants to authorize you for this call.
[CUSTOMER][NEUTRAL] Who
[CUSTOMER][NEUTRAL] Who who who who who who you're mentioning?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you know [PII]?
[CUSTOMER][NEUTRAL] We don't have an Apollo redundant.
[AGENT][NEUTRAL] Well, she's the group contact.
[CUSTOMER][NEUTRAL] Let me see if I could look for.
[CUSTOMER][NEUTRAL] [PII]. Alright, let me see if I can get in contact with her. Alright, so I'll look her up, uh, within the company.
[AGENT][NEUTRAL] I talk to someone in your.
[AGENT][NEUTRAL] Yeah, I talked to someone in the company and.
[AGENT][POSITIVE] That's who we have is the active group contact. It's been a pleasure. Thank you. Bye.
[CUSTOMER][POSITIVE] Yes OK thank you alright thanks bye.