AccountId: 011433970860
ContactId: ab9b8ca0-a9d6-4165-bfb4-5dce618d92e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538979 ms
Total Talk Time (AGENT): 274867 ms
Total Talk Time (CUSTOMER): 224774 ms
Interruptions: 7
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/ab9b8ca0-a9d6-4165-bfb4-5dce618d92e1_20250422T19:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a broker on the other line. He said, um one of his groups called asking about um a plan that they're enrolled in in billing, and he wanted to talk to somebody about it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, did he give you the group number?
[CUSTOMER][NEUTRAL] Yes, um, so we're talking to [PII], um, the group number is 25031.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 25031 let me pull it up real quick um Gavatar Incorporated. OK, I will talk to [PII], thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you, you're welcome. Hold on one second.
[CUSTOMER][NEUTRAL] Hello [PII]?
[AGENT][NEUTRAL] Hi, is this [PII]? Oh, sorry.
[CUSTOMER][POSITIVE] Yeah, sorry, hey, I have [PII] with Broker Resources on the line. Thank you for holding and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you very much. You're welcome.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. You said you were calling about group number 25031 Savvatar Incorporated.
[AGENT][NEUTRAL] I say that right?
[CUSTOMER][POSITIVE] Yes, Savatar Inc. it's my good, good. How are you today?
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Good good how can I help you?
[CUSTOMER][NEUTRAL] Um, this is, uh, [PII].
[CUSTOMER][NEUTRAL] This is a meddling group and I'm just curious, was there something unusual about April billing? Did they split it into two bills this month?
[AGENT][NEUTRAL] Hm, I don't know, that's a good question. Let me look.
[CUSTOMER][NEUTRAL] Because I have a I have a copy of a bill they paid.
[AGENT][NEUTRAL] Oh yeah, there's um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, there's a note out here on [PII]. I'm sorry, there's a delay on my side. Go ahead.
[CUSTOMER][NEUTRAL] I have a copy of what they.
[CUSTOMER][NEUTRAL] So, so the, the March bill looks like it was paid on [PII] automatically for 6-1860.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, and then the April bill.
[CUSTOMER][NEUTRAL] Which was first, which was.
[CUSTOMER][NEUTRAL] The April bill looks like it was paid in 2 installments.
[AGENT][NEUTRAL] Yeah, there's a note on the group on the billing notes that says that they changed the billing frequency from 12 to 26 pay per email received from their broker. Let me go see what we got. Let me see what we received. Hang on, hopefully it's out here.
[CUSTOMER][NEGATIVE] I definitely did not send anything about payroll.
[AGENT][NEUTRAL] OK, let me double check and see if I can even access it. Mhm, go ahead.
[CUSTOMER][NEGATIVE] Now the controller, the, the, the controller could have, but I, I would never have sent anything like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and maybe they may have just worded it wrong. Let me just look out here and see if not we'll get with the billing team real quick and see if they can.
[AGENT][NEUTRAL] you sent that. I'm just trying to see if I've got the confirmation on my side.
[AGENT][NEUTRAL] See, no, I don't have anything. Um, let me, I'm gonna pull billing on the line so we can see what, what happened, so give me just one second, OK?
[CUSTOMER][NEUTRAL] That's fine. I mean if if if there's a note saying that my client called in to do something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's fine, but I, as the agent would never have called to change anything like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see if I can get someone to billing to look at this with us and see what happened. Give me just a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. Can you look at this group's billing, um, with me?
[AGENT][NEUTRAL] I have a question. I've got a broker on the other line, um, it's 25031.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What number?
[CUSTOMER][NEUTRAL] Sava Saboteur.
[AGENT][NEUTRAL] Yeah, [PII] Inc. so he there's a note, the last note, um, that's out there says that they changed the billing frequency from 12 to 26 pay for an email received from the broker. He's saying he didn't send anything requesting that, so I'm just curious, was it the broker or was it someone at the group level that may have sent that over? That's what he's trying to confirm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, [PII] easily made this, uh, change, so let me see if there's anything out there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Come up here.
[CUSTOMER][NEUTRAL] Uh, [PII] got a response from the group stating they would like to switch to biweekly billing going forward, and that was on [PII].
[AGENT][NEUTRAL] OK, so it's from the group. OK. OK, OK, that is all I needed. Yeah, no.
[CUSTOMER][NEUTRAL] Uh, no, it's from South SE Insurance Group.
[AGENT][NEUTRAL] At the insurance group and you said it was, it was, he was on the email? [PII], OK, [PII], can't read my own handwriting. [PII] from the broker's office.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, Southeast Insurance Group, mhm.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK. I will let him know. Yeah. Mhm.
[CUSTOMER][NEUTRAL] And it's out the email uh correspondence is out in um billing correspondence in uh base.
[AGENT][NEUTRAL] Is that, is that, oh, is it out there in all base, OK, I should have went out there and looked, so. OK, thank you for telling me that. Every time I got there, it seem like I can't find anything, so thank you. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I totally understand. Some, some people put things out there and some people don't.
[AGENT][POSITIVE] I know exactly. I got you. OK, well thank you. OK, I will let him know. Thank you so much. I appreciate it. Have a good day.
[CUSTOMER][NEUTRAL] But yeah it's out there.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] No problem. You too.
[AGENT][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] OK, sorry about that. I got a hold of someone in billing. She said that when we received an email on [PII] from Southeast Insurance, [PII], um, advising that they wanted to split the bill and from a from a change the bill from 20, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's [PII] is not a, is not a, [PII] is not the agent on here. [PII] is.
[AGENT][NEUTRAL] OK. Well, let's see that's what we received, and you know, do you
[CUSTOMER][NEUTRAL] So they, they must have attached it to the wrong, they must attached it to the wrong group.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so you don't think this group wanted it they're split then. OK, so let me.
[CUSTOMER][NEUTRAL] There's no such, there's no such person as [PII] attached to this group. Can you verify that the group shows me, [PII] as the agent?
[AGENT][NEUTRAL] OK, let me go, let me.
[AGENT][NEUTRAL] It does show you as the agent, so let me see, hang on just a second, let me go pull up. She said that copy of that is out here in this folder, so give me one second.
[CUSTOMER][NEUTRAL] Yeah, they, they just somebody attached it to the wrong group.
[AGENT][POSITIVE] A good thing you called.
[AGENT][NEUTRAL] Right, let me pull this up. Let's see.
[AGENT][NEUTRAL] March.
[AGENT][NEUTRAL] I guess this one right here let's see.
[AGENT][NEGATIVE] Yeah, you're right, because this is supposed to be for the city of [PII]. It has nothing to do with this group. OK, let me get with the billing team because they're gonna have to do a correction and get this billing invoice completely corrected because you're right, this is with the wrong, wrong group completely.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Right, so, so I don't want them, I, I, I don't want them to debit and credit anything if the, if the if the correct amount total was billed for the month, that's fine.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEGATIVE] Just going for just going forward, I wanna make sure this other agent is nowhere on my group and that the and that the billing stays monthly.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] OK, yeah, we can do that. It's definitely a mistake on our end, mhm.
[CUSTOMER][NEUTRAL] And if I and if
[CUSTOMER][POSITIVE] Yeah and and if I could get an email verifying that that would be great.
[AGENT][POSITIVE] Yeah, absolutely. Are you [PII] [PII]?
[AGENT][NEUTRAL] [PII]. OK, yes, let me, um, I'm gonna send this over as an urgent request and we will send you a confirmation email once that's been, um, changed back to the regular billing cycle, OK.
[CUSTOMER][NEUTRAL] That's me, yes.
[CUSTOMER][NEUTRAL] Right, effective, effective for May and and that that that other agent is not associated with this case.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][POSITIVE] Yeah, yeah, he's not associated. The email just somehow got attached, so I do apologize for that, but we will definitely get that taken care of and a confirmation will be sent over to you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'll I'll let the client I'll let the client know it was a it was a one time thing.
[AGENT][POSITIVE] Yeah, OK, no problem, thank you so much for calling though and letting us, you know, get it taken care of for you and we'll, we'll get on it right now, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Take care.
[AGENT][POSITIVE] You too have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.