AccountId: 011433970860
ContactId: a7f1d1d1-79b5-43f7-897d-3347fb170de2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220779 ms
Total Talk Time (AGENT): 76994 ms
Total Talk Time (CUSTOMER): 101052 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/a7f1d1d1-79b5-43f7-897d-3347fb170de2_20250408T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I have a broker's office who'd like to talk about the invoices for the group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what the billing dates are and such.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Group number?
[CUSTOMER][NEUTRAL] Group number is 269-02.
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] I've got [PII] on the line with um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The CCB [PII].
[CUSTOMER][NEUTRAL] So Brian's Petro's office.
[AGENT][NEUTRAL] Cherry's Tinder Care.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you can send them to me.
[CUSTOMER][NEUTRAL] OK, I'm sorry to say center to you?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, here you go thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, can you, uh, what was your name? My phone was breaking up.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling um from the broker's office to assist in a billing question for the group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, group number or did, did [PII] give you the group number?
[AGENT][NEUTRAL] Uh, I've got the group number pulled up.
[CUSTOMER][NEUTRAL] OK perfect um so the group had contacted me and it's on the bill it shows invoice date um and then it says bill date in uh premium period so for the ones that say 21.
[CUSTOMER][NEUTRAL] Is that bill for February or are they billed in February for March?
[AGENT][NEUTRAL] OK, let me take a look.
[AGENT][NEUTRAL] Oh come on uh computer, bear with me here.
[AGENT][NEUTRAL] Um, so let's see.
[AGENT][NEUTRAL] The group pays in arrears and bills in arrears, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So like the February invoice that is the that is just for the month of February and then the March invoice is for the month of March.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. So uh when is the bill due? um.
[AGENT][NEUTRAL] With
[CUSTOMER][NEUTRAL] Because I don't see a bill they do so I'm not really sure what they see on their system.
[AGENT][NEUTRAL] Well, we don't have
[AGENT][NEUTRAL] Yeah, we don't really.
[AGENT][NEUTRAL] We don't have an actual due date as long as like let's say for the February invoice we get it within the month of February um and on the on the invoices itself it has a premium due date so like for the month of March as long as we get it by [PII] they're fine um but usually within that same month that we're billing for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and just so I understand.
[CUSTOMER][NEUTRAL] Correctly, um, when they get an invoice and it says invoice date.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] that is for.
[CUSTOMER][NEUTRAL] The February bill that is the premiums due for February, same moving forward for every month, correct?
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am.
[CUSTOMER][POSITIVE] OK, perfect. All right, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're, you're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.