AccountId: 011433970860
ContactId: 9de6e603-c159-425f-a9f0-58441902dc0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280959 ms
Total Talk Time (AGENT): 120180 ms
Total Talk Time (CUSTOMER): 53967 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9de6e603-c159-425f-a9f0-58441902dc0a_20250310T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII] how are you today?
[AGENT][NEUTRAL] Just fine how are you?
[CUSTOMER][NEUTRAL] Good good uh my name is [PII]. I'm with Fortune Insurance and um I'm calling regarding one of our clients, uh, Centurion Restaurants. I can give you their account number if you need it.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK 21471?
[AGENT][NEUTRAL] Alright, let me get that pulled up here give me just one second.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm having an invoice issue with them that's why I gotta try to figure it out for them.
[AGENT][NEUTRAL] Oh no. OK.
[AGENT][NEUTRAL] Let me just a second I'm trying to get into my system here sorry.
[CUSTOMER][NEUTRAL] OK, do your thing.
[CUSTOMER][NEUTRAL] Yeah, I have an invoice number because they're they got they got their 31 invoice 31 and there are there are employees there that are listed like 5 times multiple employees.
[AGENT][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] OK, let me pull that up. Let me go here and pull that up.
[CUSTOMER][POSITIVE] Yeah, pull that up please thank you.
[AGENT][NEUTRAL] Wait on my billing system. Bear with me just a second.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] This group is set up on a file feed. OK, hold on, let me get in here.
[AGENT][NEUTRAL] Well right back let's see.
[CUSTOMER][NEUTRAL] I can give you the invoice number if you need it.
[AGENT][NEUTRAL] No, that's OK. I should be able to pull up the last one.
[AGENT][NEUTRAL] Oh in here.
[AGENT][NEUTRAL] I not see.
[AGENT][NEUTRAL] Let go down here.
[AGENT][NEUTRAL] Not your billing invoice that but.
[AGENT][NEUTRAL] 21471.
[AGENT][NEUTRAL] There we go finally OK 3 let me pull this up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, here we go. This is from March. OK. Oh yeah, [PII], she's on here 12345, and OK, let's see.
[AGENT][NEUTRAL] So [PII] for November, [PII] for December, [PII] for January, February, and March.
[AGENT][NEUTRAL] And the same thing on this [PII], let me pull them up in my system over here and see what we've got in our system. Bear with me just looking here, OK.
[AGENT][NEUTRAL] So there's any notes out here.
[CUSTOMER][NEGATIVE] Yeah, they, they're just confused because when they saw that they just, uh, they just sent us the invoice and figure this out. Why are people in there 5 times. I'm like, OK.
[AGENT][NEUTRAL] Yeah, it looks like they have individual months out here in November, December, January, Feb, so I need to call over to billing and find out like why they're on here this much do we, do we not post premiums at that point? Were they not on the bill? Like I mean that would be the only reason normally that we would do that and I only see it. Let's see, looks like, hold on, how many people there's several people on here like that.
[AGENT][NEUTRAL] I don't know what happened. Let me, let me check with our billing department and the people that handle the file feed that comes over and see exactly what transpired. So we're gonna need to do some research on this. What's a good callback number for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You and I, and you said your name was [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me research this and I'll get back to you here in just a little bit, OK?
[CUSTOMER][POSITIVE] Thank you so much I look forward to getting a call, OK, you got it.
[AGENT][POSITIVE] Absolutely. Talk to you soon.
[CUSTOMER][POSITIVE] Alright thank you so much. Alright, God bless. Take care bye talk to you soon.
[AGENT][NEUTRAL] You too, bye bye.