AccountId: 011433970860
ContactId: b26e69c3-c058-4f46-812c-fcfffb4a0890
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126440 ms
Total Talk Time (AGENT): 69348 ms
Total Talk Time (CUSTOMER): 65013 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/b26e69c3-c058-4f46-812c-fcfffb4a0890_20250514T13:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] over in customer care. How are you doing?
[AGENT][POSITIVE] Hey [PII], I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good thanks for asking um I have a broker on the line with a group and I really kind of have a question I don't know if you'll need to take the call but. So there's an error on the invoice and she is wondering if it's better for the group to adjust it to what they know the invoice should be there's some errors on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And make that payment or should they just pay it in full and then we'll adjust it next go around is there a better way to do that, do you know?
[AGENT][NEUTRAL] Um, yes, so we actually would prefer that they adjust the invoice, you know, if they know what should be correct, um, we would prefer that they adjust that rather than having to go back and make, you know, policy corrections or credits or or stuff like that, um, but if they would like to send us, you know, the adjustments over, you know, if it's, you know, something that hasn't been processed yet, then of course we can process that and adjust their invoice for them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, whichever, you know, either we can adjust it or if they wanna make the adjustments as long as they also send us any of those corrections over, um, then we can, we can do that either way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, do the corrections go to the billing or do they, do you know, do they go to care team? I'm not even 100% sure here. Let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so I think all requests are supposed to go to the care team now and then depending on like what the the requests are like if it's coverage changes, you know, customer service would handle that but anything would come back to billing also so that we could make the invoice adjustment.
[CUSTOMER][NEUTRAL] 1, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, alright, awesome I will let her know that she's got some enrollment questions but that's not for I don't think you guys I'll get her over to somebody else for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. OK.
[AGENT][POSITIVE] OK. Yeah, no problem. Yeah, you're very welcome. No problem.
[CUSTOMER][POSITIVE] All right, thank you, [PII]. I appreciate you.