AccountId: 011433970860
ContactId: bd793ea5-45a3-4ecf-a784-6ee0d50ec670
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283279 ms
Total Talk Time (AGENT): 91677 ms
Total Talk Time (CUSTOMER): 113721 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/bd793ea5-45a3-4ecf-a784-6ee0d50ec670_20250114T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you today?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] Wonderful, um, I just received my January billing for [PII] and I was doing a check and I just have one issue with one employee that I was wondering if you could help me with.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm what's the issue, [PII]?
[CUSTOMER][NEUTRAL] So, um, I'm showing that he, uh, on the critical illness, um, it looks like he's being charged for a lower age rate, um, on the bill. And I'm not sure how to adjust it on the bill I received like a, as a, a change or whatever. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm just wanna make sure I do it right or what however you guys want me to do that, yeah, he's um he's, I'm sorry, let's see, um, for the critical illness, hang on one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it, got it. What, what's, what's the group number?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 2145932.
[AGENT][NEUTRAL] OK, are you the group admin [PII]?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, and what's the invoice number?
[AGENT][NEUTRAL] That you're looking at.
[CUSTOMER][NEUTRAL] Um, 637-886-1.
[AGENT][NEUTRAL] OK, and what's um the employee's name?
[CUSTOMER][NEUTRAL] [PII] oh.
[AGENT][NEUTRAL] Well that's OK, that's OK, that's OK because I'm gonna get you transferred over to customer service but I wanted to get some preliminary information to provide to them, OK.
[CUSTOMER][POSITIVE] Sure, yes. OK, perfect.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] What's the name of the group, [PII]?
[CUSTOMER][NEUTRAL] It's MS Rao, M as in Mary, S as in Sam, R A U, Antiques LLC.
[AGENT][NEUTRAL] OK [PII], the group number is 25211.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. OK, that was my policy number.
[AGENT][POSITIVE] That's why I was another no worries. What's your email?
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] What's your email address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]. I think that's the one you guys have.
[AGENT][NEUTRAL] OK, and can you verify the group's mailing address and phone number?
[CUSTOMER][NEUTRAL] Sure, [PII], um.
[CUSTOMER][NEUTRAL] I'm assuming it's under my number [PII]?
[AGENT][NEUTRAL] Uh huh that's what I have. OK, very good. I'm gonna get you over to the um billing department. I will provide them with the um invoice number that you provided, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, give me one moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] Hi, I'm good how are you?
[AGENT][NEUTRAL] Good, I have [PII]. She is the group admin for group number 25211.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And she has a question regarding invoice number.
[AGENT][NEUTRAL] 637-88.
[AGENT][NEUTRAL] 61.
[AGENT][NEUTRAL] And it's regarding a rate regarding one of the employees and I didn't get that information.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 25211.
[AGENT][NEUTRAL] 252-11. It should be [PII].
[CUSTOMER][NEUTRAL] Oh there it goes. It just took a minute. OK, sorry, um, let's see here and you said you didn't get the the name of the person that she's asking about?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I did not. She, she gave it to me, but I didn't write it down.
[CUSTOMER][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] And the number on the screen is that a callback number?
[AGENT][NEUTRAL] Um, it is, yes, it is.
[CUSTOMER][POSITIVE] All right. I'm ready for it. Thank you.
[AGENT][POSITIVE] You're welcome. Here she comes.
[CUSTOMER][NEUTRAL] Hi [PII], this is