AccountId: 011433970860
ContactId: aac64fa0-2f13-40ea-99d1-8f39a3d01882
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279549 ms
Total Talk Time (AGENT): 121682 ms
Total Talk Time (CUSTOMER): 76555 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/aac64fa0-2f13-40ea-99d1-8f39a3d01882_20250402T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling about.
[CUSTOMER][NEUTRAL] Uh, a group.
[CUSTOMER][NEGATIVE] Just uh 2 errors. One person's accident policy wasn't on the invoice and then one deduction rate was incorrect.
[AGENT][NEUTRAL] OK, may I get your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], can I get a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you [PII]. Can I get your group number?
[CUSTOMER][NEUTRAL] Group number is 26968.
[AGENT][NEUTRAL] 26968. Is that correct, ma'am?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, no worries, thank you for your patience. I'm just getting everything pulled up.
[AGENT][NEUTRAL] OK, and this is gonna be for um.
[AGENT][NEUTRAL] The city of [PII], is that correct?
[CUSTOMER][NEUTRAL] City of [PII], yes ma'am.
[AGENT][NEUTRAL] Yes ma'am. OK, can you verify the address of the company for me please?
[CUSTOMER][NEUTRAL] Uh, hold on, let me get it for you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, I don't know what address he has registered on here.
[AGENT][NEUTRAL] OK, are you with the group, [PII]?
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Are you with the group?
[CUSTOMER][NEUTRAL] What did you say?
[AGENT][NEUTRAL] Are you, are you with the group?
[CUSTOMER][NEUTRAL] No, I'm with a broker.
[AGENT][NEUTRAL] With the broker. OK, what's the broker's? OK, [PII], thank you. OK, um, are you able to verify an email for the broker or anything?
[CUSTOMER][NEUTRAL] Oh with the broker.
[CUSTOMER][NEUTRAL] Yeah, my email would be [PII].
[AGENT][NEUTRAL] OK, all right, thank you, and they're missing um I understand you're saying that they're missing someone is missing from the invoice, is that correct?
[CUSTOMER][NEUTRAL] One person's accident policy wasn't on the invoice and then another person's deduction rate for an accident policy was incorrect.
[AGENT][NEUTRAL] OK. All right, well I can have you do is we just need, I can have you send an email to our care team and then our billing department will take care of that, just stating what was missing and what, um, deduction was wrong. May I give you that email address, please?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so just send it to an email address. Yes, ma'am. I'm gonna give you an email address for APL to our care team. Um, and just, and, yes, ma'am, and just put it in the description who's missing and what deduction is long and what it should be, um, the insurer's name, um, if you have a policy number or date of birth as well, OK? And you can send it to, just let me know when you're ready for the email and I'll give it to you.
[CUSTOMER][NEUTRAL] My email address?
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, yes, ma'am, and include the group number as well if you don't mind please.
[CUSTOMER][NEUTRAL] You want the group number now or you said put it in the email?
[AGENT][NEUTRAL] Yes, ma'am. I put it in the email, please.
[CUSTOMER][NEUTRAL] OK, I'm sorry it was just a little muffled.
[AGENT][NEUTRAL] No, it's OK. Can you hear me better now? Is that better?
[CUSTOMER][MIXED] Uh, kinda, it's been a little scratchy, but it's OK. I can, I can make out what you're saying.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] I apologize for that, um, but yes ma'am, now if you'll just send the email over to [PII] and we'll make the adjustments for you, OK?
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] All right thank you bye bye.