AccountId: 011433970860
ContactId: c3f2b78d-d051-4dc2-b0f7-af787efe3788
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251899 ms
Total Talk Time (AGENT): 134360 ms
Total Talk Time (CUSTOMER): 84464 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c3f2b78d-d051-4dc2-b0f7-af787efe3788_20250204T14:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Stay.
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. How are you?
[AGENT][POSITIVE] I'm doing good, [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I'm doing well thank you for asking [PII]. I am calling because, um, uh, I work for Health Bridge Medical and we received an invoice and I'm just trying to understand what exactly this is, um, related to, um, not something that we've seen before but it has a list of all of our employees so it has to be some kind of I'm assuming some kind of insurance.
[CUSTOMER][NEUTRAL] Um, but just we're just not, we've made some changes in the office and we're just not familiar with, uh, this particular company. Can you help me with, uh, with this, um, invoices regarding?
[AGENT][POSITIVE] Sure, I can definitely try to. If not, I can get you the group billing and they can definitely assist you, but we can get you in the right place. Um, [PII], may I have a good contact number in case we're disconnected and then on that invoice, does it say a group number?
[CUSTOMER][NEUTRAL] Yes, mhm, so, uh, the phone number is, excuse me, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, and the group number whenever you're ready.
[CUSTOMER][NEUTRAL] Sure, it's 268-85.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for it to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 66885.
[AGENT][NEUTRAL] OK, so is [PII] available, [PII] some cell?
[CUSTOMER][NEUTRAL] Uh, she is the, um, operations manager, but I am the accounting manager and receive the bills.
[AGENT][NEUTRAL] Alright, so this is what we're gonna have to do. So [PII] is the only one listed as a contact for the group, so she's the only one that we can give group information to. However, um, all we'll need to do, I'm going to give you the care team email that comes straight to us, um, just update, we'll need an updated list of contacts for the group. You, [PII], whoever is going to be able to call on behalf of the group.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, your name, email address, so that we can add you and then now this usually takes about an hour or so, it can all be done today. Um, once we add you, yes, we can talk to you and give you all the information. It's just literally she's the only one. I checked to see if there was anybody else, but it's just her.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Mm, so you can't even tell me what this policy is about?
[AGENT][NEUTRAL] I can't give you any information about the group unless it's a group admin or contact.
[CUSTOMER][NEUTRAL] OK, so, and so this request has come from [PII] is what you're saying.
[AGENT][NEUTRAL] Um, yeah, it has to come from [PII] or, yeah, well, [PII] because she's the only one on there because like if I, if I was to verify it all her information like her email, phone number, so I wouldn't even be able to get the verification.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Um, but, um, the email to care team is [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then in the subject just put like group contact update and then whomever, if it's uh whoever she needs to to add to the list so that you all can just call and be verified and this will also help on the online service center too um if you all use that, but
[AGENT][NEUTRAL] To be able to give information, yes, she's gonna have to update this list.
[CUSTOMER][NEUTRAL] OK, so Ca Team, so it's just [PII] [PII] [PII].
[AGENT][NEUTRAL] [PII]. Uh, you got it.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. OK. All right, all right, I appreciate your time.
[AGENT][NEUTRAL] You're very welcome, [PII], and I'll put some notes on here too, so that, you know, when they do the changes, they'll know that you're the accounting manager.
[CUSTOMER][POSITIVE] All right perfect all right thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. OK, thanks mhm bye bye.