AccountId: 011433970860
ContactId: a178fe3b-9004-49f8-bccb-73775cc13c87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297079 ms
Total Talk Time (AGENT): 89937 ms
Total Talk Time (CUSTOMER): 128646 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/a178fe3b-9004-49f8-bccb-73775cc13c87_20250523T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from 4 quotes the broker's office. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I am doing pretty good. Um, I was reaching out because our client Locatel USA group number 1727878. I'm sorry, um, asked me to reach out and help them uh with their billing. They're not understanding, um.
[CUSTOMER][NEUTRAL] They, they went in the system to pay the month of April. I believe they're behind and they're saying that they're getting billed 3 times what they're usually billed for in that month, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was wondering if you could um.
[CUSTOMER][NEUTRAL] Decipher why that happened.
[AGENT][POSITIVE] And I'm so sorry. Can you please um give me their group number again?
[CUSTOMER][NEUTRAL] Yes, it's 17278.
[AGENT][NEUTRAL] All right. Give me just a moment while I look for that.
[AGENT][NEUTRAL] And can you verify your name and your uh company that you work for?
[CUSTOMER][NEUTRAL] Yes, of course it's my name's [PII] for quotes. [PII]'s the agent.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] What's your what's the email address you have?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're calling for locate Locatel USA? OK.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK, for billing.
[CUSTOMER][NEGATIVE] Yeah, we could see like every every every every month their billing is 3 for the most part 3 30 57, and then he's saying hey you know I, I went to go pay the month of April and I'm getting charged 3 times the amount I'm normally billed for. He was like, I don't understand why. Could you please help me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm going to transfer you to group billing because I'll be able to look at that invoice um before I do that, can I get a good callback number in case it gets disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. It's [PII].
[AGENT][NEUTRAL] Alright, and one moment while I get group billing on the line, OK?
[CUSTOMER][POSITIVE] All right awesome thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII]. My name is [PII] with the care team at APL. I have [PII] from um insurance underwriters, the broker's office for a group. Um, they had a question about their billing. They said that their, their, uh, April statement is 3 times higher than what it normally is. I was wondering if you could help her out with that.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 17278 Locatel USA I think is what it is.
[AGENT][NEUTRAL] And she's been verified as well.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Yeah, there it's all on vacation today. My eyes were on vacation this morning, so.
[CUSTOMER][NEUTRAL] I know, um, OK, you can send her to me.
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][NEUTRAL] Hi, [PII], I have group billing on the line. Um, would you go ahead and explain, I, I explained to them that they're getting billed 3 times higher.
[CUSTOMER][NEUTRAL] Yeah, um, so yeah, they, they OK you who who am I speaking with in billing? Try. [PII]?
[CUSTOMER][NEUTRAL] [PII] Oh, I'm sorry thank you. Um, my name is [PII]. I'm with um I'm with 4 Quotes and um I'm with the broker's office. The group asked me to please help them out um they're not understanding uh their April bill um when they went to go pay they're saying they're they're getting charged triple the amount that they normally pay and I I do have access.