AccountId: 011433970860
ContactId: c25b0fa7-5c1a-4e69-943e-c6790ef09c99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360140 ms
Total Talk Time (AGENT): 129159 ms
Total Talk Time (CUSTOMER): 198905 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/c25b0fa7-5c1a-4e69-943e-c6790ef09c99_20250211T18:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello, [PII]. My name is [PII] and I'm calling. Do you need the group number?
[AGENT][NEUTRAL] Uh, are you the group admin, [PII]?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, yeah, I can go ahead and take that group number.
[CUSTOMER][NEUTRAL] It's 17111.
[AGENT][POSITIVE] OK thank you and then can I also get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Was it a Fisher Island Community Associates Association?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm going to go in and um because I'm I'm revising I'm reconciling our invoice.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I just have a few questions, but I'm unable to log in to um make the correction but I just meanwhile while I wait for my IT guy I thought I'd give you a call um I have an.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you just had questions regarding the invoice?
[CUSTOMER][NEUTRAL] Yes, well, it's regarding two individuals on the invoice if you could confirm for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, really quick, [PII], if you don't mind, um, are you able to verify the address for the business please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, yes. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, thank you um alrighty and what was the uh invoice number, uh, that we're looking at?
[CUSTOMER][NEUTRAL] You need the invoice or do you need the policy on on the employee, which one?
[AGENT][NEUTRAL] Are we checking to see if they're active?
[CUSTOMER][NEUTRAL] Well, I, I have the invoice but I have a question on the rate that's being built for this one employee.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK. Yes, you can go ahead and give me that policy number.
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 86619
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you had questions about this, uh, the premium for this employee? OK.
[CUSTOMER][NEUTRAL] Yes. Yes, for example, uh, his, his name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, he is an employee that we have when we first came on with your company, we had some of us that our rates were grandfathered in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So in our system, I have them as grandfathered in and um at 3379 employee only on the invoice, it came for 9173. Do you have any note on any note if you could check for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, so, um, I'm actually if it's OK with you, [PII], um, I'm going to put you on a brief hold. Uh, this would most likely be a question for our customer service department, so I'm gonna put you on a brief hold while I get them on the line, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you very much.
[AGENT][POSITIVE] All right, thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] [PII], I've been getting you so much more lately. Yay, it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] What you got there?
[AGENT][NEUTRAL] I can, um, I've actually got a group admin on the line and she is asking about, um, one of her employees, um, premiums. She had questions about his premium that's for y'all, right?
[CUSTOMER][NEUTRAL] Uh, yes, yes, yes, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me, right, what's that policy number or group number or?
[AGENT][NEUTRAL] It is, I've got the policy, um, it's 02586619.
[CUSTOMER][POSITIVE] Lord, please let it be something like a meddling. Please, dear [PII], please, please. 00 thank you, Jesus. Thank you for, I mean, for really small favors. I, I know you got bigger issues, but, but thank you, thank you, thank you. OK, let's see, tap tap tap. Louis, he is [PII] and meddling 4G1 is even better, and that is 17111 Medley 421.
[AGENT][NEUTRAL] It is a med link. It's a meddling.
[AGENT][NEUTRAL] I, I get it.
[CUSTOMER][NEUTRAL] And you got the 5000 plan and.
[CUSTOMER][NEUTRAL] He is what, 68 individual and it's 9173. OK. And what's her name?
[AGENT][NEUTRAL] So her, her uh [PII], and she is the uh contact we've got uh she's verified and everything um she said that they have a lot of members that were grandfathered into specific prices and his just hiked out of nowhere and that's what she was wondering about.
[CUSTOMER][NEUTRAL] [PII] hiked out of nowhere.
[AGENT][NEUTRAL] That's what she said. She said it was like, I think she said like 30, 40 something, and then it went to 90.
[AGENT][NEUTRAL] But that's why I see this policy is effective as of this year, so.
[CUSTOMER][NEUTRAL] Uh, I say what she.
[CUSTOMER][NEUTRAL] They changed, they got a rate change.
[CUSTOMER][NEUTRAL] I see, wait. Oh my goodness, do on it. [PII]
[CUSTOMER][NEUTRAL] Come on, darling.
[CUSTOMER][NEUTRAL] Oh, OK. OK. Oh.
[CUSTOMER][NEUTRAL] OK. Alright, I'm trying to figure out. I, I'll just tell her I'll have to have review this. I'm trying to think this out loud. I'll have to review it. OK, thank you, dear.
[AGENT][NEUTRAL] OK. OK, sure.
[AGENT][NEUTRAL] All right, you ready for her?
[CUSTOMER][NEUTRAL] I am
[AGENT][POSITIVE] All right thanks [PII] have a great rest of your day.
[CUSTOMER][POSITIVE] You too, honey. Bye.
[AGENT][NEUTRAL] OK, bye.