AccountId: 011433970860
ContactId: b37d2ad4-b57c-4c12-8a23-17084a04ea46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 631559 ms
Total Talk Time (AGENT): 233884 ms
Total Talk Time (CUSTOMER): 231453 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b37d2ad4-b57c-4c12-8a23-17084a04ea46_20250326T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][POSITIVE] I'm great thanks for asking [PII]. I have someone by the name of [PII] on the phone. She's calling in regards to a group and I can give you the group number when you're ready for it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 24214
[CUSTOMER][NEUTRAL] She says for SSLRE.
[AGENT][NEUTRAL] OK, I see it.
[CUSTOMER][NEUTRAL] She's calling in regards to the invoice. Her callback number is the [PII], and I didn't verify anything because she didn't provide a policy number. She was calling about billing.
[AGENT][POSITIVE] OK, all right, thank you.
[CUSTOMER][POSITIVE] Thank you. Have a good one.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Hello Miss [PII], I'm gonna leave you transfer you over to the billing department and thank you for holding. Have a good day. Bye bye. Thank you, you too.
[AGENT][NEUTRAL] Hi, uh, this, this is [PII] in the billing department. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing well. So I understand you're calling uh because you had a billing questions. Is that correct?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK. Before we get into that, could you please verify um the address that we should have on file for your group as well as the phone number, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] All right. And the group phone number that we should have on file?
[CUSTOMER][NEUTRAL] [PII], I believe.
[AGENT][NEUTRAL] Yes, thank you. And the last thing, uh, could you please just confirm your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you. So what um what can I help you with regarding your invoice?
[CUSTOMER][NEGATIVE] Um, we received the April invoice I have in front of me, which is the invoice number ending in 5319, and I was expecting two month refund.
[CUSTOMER][NEUTRAL] Um, for [PII] because he canceled effective [PII] was his last. Um, he was terminated.
[CUSTOMER][NEUTRAL] And we were billed for February and March, so on the April I was expecting to see a credit for February and March and I only see one month which I'm assuming it's March, it doesn't say.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK and were you, um, was this, uh, through like email correspondence?
[CUSTOMER][NEUTRAL] The cancellation, the termination?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I believe our agent, um, sent in the notification. I can see if I have a copy of it, um.
[AGENT][NEUTRAL] OK, who's your
[CUSTOMER][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It would be um [PII]. I'm just going back to see if I can find. I think he might have sent me the confirmation when he received it from APL, but um it's been a little bit of time. Let's see.
[CUSTOMER][NEUTRAL] Trying to find it he probably could find it quicker than me, but um.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] And you said the, what was the termination date for um this employee?
[CUSTOMER][NEUTRAL] His last day employed was the last day employed was [PII].
[AGENT][NEUTRAL] OK, so, yeah, February.
[CUSTOMER][NEUTRAL] I'm sure I'll find something. It's just taking me a few minutes, um.
[AGENT][NEUTRAL] I know you're fine. I'm also looking into this, looking at a couple different things to see.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Well we have recorded, no problem.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK, I think I see the email.
[AGENT][NEUTRAL] OK, so it looks like your agent um.
[AGENT][NEUTRAL] Just emailed us yesterday afternoon.
[AGENT][NEUTRAL] Um, and requested policeing benefits for [PII].
[AGENT][NEUTRAL] So that's why um
[CUSTOMER][NEUTRAL] Just yesterday, but I already got one credit on this bill.
[AGENT][NEUTRAL] They, she just did that like minutes ago. Um, I can see that she just terminated him today and just did the, um, credit, um, in the, because are you in the online service center?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Um, I just printed the bill, the [PII] invoice, and I show one month credit. That's why.
[AGENT][NEUTRAL] Yeah, from the, from the online service center probably. Did you get it from the online service center?
[CUSTOMER][NEUTRAL] Instead of 2, OK.
[CUSTOMER][NEUTRAL] Right, on, on, I got it I got it online. I just printed it, um, probably 10 minutes ago, 15 minutes ago.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's what she, you just printed it right after she added it because she just now got to it like maybe an hour or two ago.
[CUSTOMER][NEUTRAL] Oh, so is there actually 2 months now?
[AGENT][NEUTRAL] Um, yeah, she'll, um, yeah, so we'll, we will have to refund, we will try to refund those other months, um.
[AGENT][NEUTRAL] Yeah, we will refund those, but let me see why she only did.
[AGENT][NEUTRAL] I wonder why she only did one more, but yeah, we just got this email from.
[CUSTOMER][NEGATIVE] That's what threw me off that there was only one month, OK.
[AGENT][NEUTRAL] Yeah, we just got this email from [PII] yesterday at [PII]
[CUSTOMER][NEUTRAL] Oh wow, he must have forgot.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I'm not sure why only one month was refunded. She actually, she could still be working on it because um when it's like a previous month, like retroactively terminating, there's a a few more steps in the process that we have to do um that are manual in order to refund those in our system, so she could still be working on it. Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I can get a live update on the bill as as she goes like if I check back tomorrow instead of going ahead and completing this now is that is that what you're saying?
[AGENT][NEUTRAL] Yeah, even, yeah, even if you were to check back today because then the online service center, which is the online thing that you're looking at, um, it updates immediately. So like if I were to make a change right now and say that you would see it in seconds, so yeah, it's uh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh, that's nice.
[CUSTOMER][POSITIVE] OK, that's nice to know. OK.
[AGENT][NEUTRAL] Yeah, yeah, I'll make sure if I have to fix this because maybe it could have been that only one month was refunded in error, but I do see where it says as of [PII]. Um, so yeah, I can definitely fix this even if she's not working on it. Um, I'll, I'll fix this and see what's going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, I'll check back later and just see if I can get a more uh up to date. I was just trying to hope I, I, I would have, I would have called last month, but I thought it was just taking some time to go through. But after two months I thought, uh, I was kind of surprised and then when I only saw 1 month refunded it I thought there might be a problem, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, yeah, yeah, we just got the request yesterday afternoon, so yeah, we are definitely.
[CUSTOMER][POSITIVE] OK, no, I, I didn't realize that, but OK, not a problem at all thank you very much. I'll just check back online um later today or tomorrow morning.
[AGENT][NEUTRAL] No it's OK.
[AGENT][NEUTRAL] Yeah, yeah, definitely later today because like I said I'm gonna check partner with um my colleague right now and see if she's still working on that and if not if she may be just refunded one month in error I'm gonna work on that right now so literally probably like after lunch it'll.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh awesome.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's awesome thank you so much. I appreciate your help.
[AGENT][POSITIVE] All right, no problem. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. I appreciate it. Thank you.
[AGENT][POSITIVE] No problem. I hope you have a great rest of your day and thank you for calling ATL.
[CUSTOMER][POSITIVE] And you too thank you. Uh huh bye bye.