AccountId: 011433970860
ContactId: c8fb2e71-6f0c-40e5-9880-a703adfbe346
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394160 ms
Total Talk Time (AGENT): 148811 ms
Total Talk Time (CUSTOMER): 153944 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/c8fb2e71-6f0c-40e5-9880-a703adfbe346_20250304T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], um, [PII] with Thriller Miami.
[CUSTOMER][NEUTRAL] And uh I have a question of, hi, how are you?
[AGENT][NEUTRAL] Hi [PII].
[AGENT][POSITIVE] I'm good.
[AGENT][POSITIVE] And how can I help you today, sir?
[CUSTOMER][NEGATIVE] Oh boy, I have a terrible connection, um.
[CUSTOMER][NEUTRAL] I, um, let me just see if I can't get back to where.
[CUSTOMER][NEUTRAL] Um, thriller Miami, um, I have a question about one of my employees and his, what he, what we're billing getting billed for.
[CUSTOMER][POSITIVE] And uh I'm just hoping you could maybe help me with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], um, first, can I get your group number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Trying to find that.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Why is it not there? Uh.
[CUSTOMER][NEUTRAL] go back
[CUSTOMER][NEUTRAL] See
[CUSTOMER][POSITIVE] It's betters.
[CUSTOMER][NEUTRAL] One guy.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] I saw it on a different screen. I don't know why I can't find it now.
[AGENT][POSITIVE] I think I have found it.
[CUSTOMER][NEUTRAL] APL my billing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I've got it. I looked it up by your name.
[CUSTOMER][NEUTRAL] Let me see if I uh I do have it I 23 180.
[AGENT][NEUTRAL] Of the company.
[AGENT][POSITIVE] Yes sir, that's the one I found too. Thank you so much, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're with the group itself?
[CUSTOMER][NEUTRAL] Uh yeah, I am, I'm, uh, a principal in the company.
[AGENT][NEUTRAL] OK, I am not showing that you are on the contact. oh wait, let me see.
[CUSTOMER][NEUTRAL] It just, I just got myself added just earlier today.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I just saw that the other day. Yes, sir, I do see that. OK. And who, which is the um the insured that you're wanting to check the premium on for their policy?
[CUSTOMER][NEUTRAL] Sure, it's uh [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And do you have his policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, I, I printed it out when I was working off the other one, then I had to move to my computer to get another log in. Let me see what I have here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't really see it. Oh yes, I did. Sorry, 213-1516.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, sir. And then can you also verify the physical address of the Thriller [PII]?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, well, I got a [PII].
[CUSTOMER][NEUTRAL] That's [PII]. The physical address is, yeah, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, that's, that's what's listed here on the on the sheet [PII].
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Yes, sir. OK.
[AGENT][NEUTRAL] Yes sir, that's what I have. Alright, let me look up this in this number.
[AGENT][NEUTRAL] And you're just needing to know what his premium he's paying is?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I see it. I see it, and it, it's more than what everybody else that's just a single person.
[CUSTOMER][NEUTRAL] And I'm wondering why.
[AGENT][NEUTRAL] OK. All right. So,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well I can um go ahead I'll get you some further assistance and have you talk to customer service about this policy so that they can go over the benefits with you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and I'm gonna let them know that you've already verified the policy so you won't have to go through that again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well, you have a good day, [PII], and we thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Ssferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hi, [PII], it's [PII] in the care team. I've got, um, hey, I'm doing really good.
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][NEUTRAL] I've got [PII] on the phone. He is with group 231-80, and he did verify the group.
[AGENT][NEUTRAL] is calling about uh a member policy number is 2131516.
[AGENT][NEUTRAL] And he said that he was going over the invoice and he noticed that this member's premium was more than the rest of the member's premiums and he wants to know why.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK, let me see.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] It's for him? OK. OK.
[AGENT][NEUTRAL] Yes, that's who it is.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, got you. Let's see.
[CUSTOMER][NEUTRAL] Oh man, OK.
[AGENT][POSITIVE] Alright, you ready for him.
[CUSTOMER][NEUTRAL] OK. I'm trying to get that pulled up. Yeah, what's his name again?
[AGENT][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, got you. OK, yes, I'm ready.
[AGENT][POSITIVE] OK thanks now bye bye.
[CUSTOMER][NEUTRAL] All right.