AccountId: 011433970860
ContactId: bbe05c56-8528-4d3d-b181-a0ce96d74936
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378980 ms
Total Talk Time (AGENT): 163739 ms
Total Talk Time (CUSTOMER): 176346 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/bbe05c56-8528-4d3d-b181-a0ce96d74936_20250116T18:11_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I'm with Southeast Insurance Group, and I'm calling regarding one of our clients, the city of [PII]. Would you like their group number?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, yes, I'd love that.
[CUSTOMER][NEUTRAL] 26616.
[AGENT][POSITIVE] Perfect and give me just a moment to get them pulled on up.
[AGENT][POSITIVE] All right, I do see them right here. And how can I help you with them today?
[CUSTOMER][NEUTRAL] Um, so they, um.
[CUSTOMER][NEUTRAL] Um, they are needing an, um, like a corrected January invoice so that they can pay and I'm not sure if that I've never had to ask that before so um.
[CUSTOMER][NEUTRAL] Is that something that you could help with? So I think there's been some adjustments maybe, and I think they're wanting it corrected so that they can pay it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure why they wouldn't just accept the credit on the next invoice, but I think their billing department is being pretty.
[AGENT][NEUTRAL] Strict
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said you're with Southeast Insurance Group?
[CUSTOMER][NEUTRAL] Insurance group mhm.
[AGENT][NEUTRAL] OK, do you, um, do you like all arrange payments for them typically?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I usually just like help them whenever they need um usually I call the broker line, but I figured since this was billing I would call billing first.
[AGENT][NEUTRAL] Yeah absolutely um let me reach out I'm gonna reach out to somebody in that department, but typically we can only send stuff if it's like the contact on file who calls um but let me just reach out to somebody in that department in case they know something I don't. Mhm.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I will say that I
[CUSTOMER][NEUTRAL] OK, because I think they're having an issue um with the people that are supposed to have access to the OSC and I think one of the um billing people is not on there and I don't know if they just lost password login information or I'm not sure what the difficulty is but I know that they were having a hard time getting in to try to.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] I guess correct or do something on their own.
[AGENT][NEUTRAL] Got you. Would you be able to verify for me your email today?
[CUSTOMER][NEUTRAL] My email is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], and then [PII].
[AGENT][POSITIVE] OK, perfect. And I actually do see that the the group I have listed on here. I don't know why I didn't scroll down much further. I'm so sorry. So I actually don't need to verify much else. Um, so let me find, I'm sorry, [PII], I appreciate your patience, so let me find.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, you're OK. It's OK.
[AGENT][NEUTRAL] Um, let me get a hold of someone to get that invoice to you and then if you do wanna let the group know that they can send us an email, um, requesting a change of contact if they wanna update like, um, but it has to come from [PII] or [PII], but if either one of those people send us an email stating that they wanna change like their email address we can help reset their online password and access, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the billing email address that they would need to send it to?
[AGENT][NEUTRAL] Um, so they're gonna wanna send that email with the request to [PII]
[AGENT][NEUTRAL] [PII] and that's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK and then um so as far as their January invoice, is it possible to get like one corrected from that shows all the current adjustments or is it just gonna reflect whatever was on there?
[AGENT][NEUTRAL] That I'm going to need another department for um so but I do have you all verified. I'm gonna get a hold of that other department and we will see what we can get you for that invoice but I did just want to give you an update if they are having issues we'll be more than happy to help them reset that there.
[CUSTOMER][NEUTRAL] Before.
[CUSTOMER][NEUTRAL] Oh OK OK.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And one moment, Ms. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Take my whiskey.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm good. How about yourself?
[AGENT][POSITIVE] I'm doing wonderful thanks for asking.
[CUSTOMER][NEUTRAL] Yeah, what's up?
[AGENT][NEUTRAL] Um, I'm sorry, I just got distracted. Hey, I've got somebody on the line who needs a copy of an updated invoice, and I can give you the group number.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I have the group number is 26616.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have somebody with the broker's office on the line.
[CUSTOMER][NEUTRAL] OK, what's their name?
[AGENT][NEUTRAL] Her name is [PII] and I did verify her through email.
[CUSTOMER][NEUTRAL] And the number on the screen their callback number?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][POSITIVE] Awesome all right you can put her on through.
[AGENT][POSITIVE] All right perfect thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yep, I'm still here.
[AGENT][POSITIVE] Perfect. I have Miss [PII] on the line. She is with our billing department and she's gonna help you get a corrected January invoice, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] My pleasure. Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. So I understand you're wanting the January invoice.
[CUSTOMER][NEUTRAL] Um, yes, um, because I'm not sure if they've paid the [PII]. I think they're trying to get the [PII] corrected.
[CUSTOMER][NEUTRAL] So that we haven't generated February February hasn't been generated yet, so that's that's.