AccountId: 011433970860
ContactId: cd126778-fa52-4043-a51c-25a0fa74f025
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482429 ms
Total Talk Time (AGENT): 276819 ms
Total Talk Time (CUSTOMER): 200833 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/cd126778-fa52-4043-a51c-25a0fa74f025_20250514T13:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good I have [PII], um, she is a broker with a group who has some questions on billing and she needs to speak to somebody in billing.
[AGENT][NEUTRAL] Good number?
[CUSTOMER][NEUTRAL] Group number 27,040.
[CUSTOMER][NEUTRAL] And I have the invoice number if you'd like it.
[AGENT][NEUTRAL] K KCE logistics.
[CUSTOMER][NEUTRAL] Mhm, yes, ma'am.
[AGENT][NEUTRAL] OK, send it to me.
[CUSTOMER][NEUTRAL] OK, here she comes.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. My name is [PII], and I think you were talking to [PII] about some of the issues I'm having with one of my accounts.
[AGENT][NEUTRAL] Morning.
[AGENT][NEUTRAL] OK, what can I help you with?
[CUSTOMER][NEUTRAL] OK then. Um, so, did you talk to [PII]?
[AGENT][NEUTRAL] Yeah, she said you had some questions on the invoice and I've got it pulled up.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure that you're up to speed on everything, so, um, I.
[AGENT][NEUTRAL] Yes, she didn't give me any details as far as any questions or anything like that she just said you had questions on the invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it sounds like [PII] might be a little new because she could not, she couldn't get what I was trying to say.
[AGENT][POSITIVE] Yes, ma'am. We have, we have, we have several new we have several new people.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's OK. I mean she's learning it's not a big deal so basically on this invoice.
[CUSTOMER][NEUTRAL] Not your fault. I mean, it's not even [PII]'s fault. So I work with the GA [PII], and he usually, your enrollment census is kind of wonky, so he usually helps me fill it out. Well, the last couple of times he sent them and he's made several mistakes. So he made 4 mistakes on the enrollment census. So not only is the invoice wrong, but people were enrolled incorrectly. So my question is,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the easiest way to fix that? I mean, I know I have the.
[CUSTOMER][NEUTRAL] The online portal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But since it's the first invoice, do I go in and cancel policies and type in new policies for people, or do I send all of the mistakes to the billing team?
[CUSTOMER][NEUTRAL] Do I send it to someone else.
[AGENT][NEUTRAL] OK, in order for me, in order for me to answer that question the best way possible, give me one of the examples on um what's wrong so I can figure out which way to go.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Enrolled in the group, let's see, there's the stupid email.
[AGENT][NEUTRAL] I've got an accident and a disability.
[CUSTOMER][NEUTRAL] Right, I know I'm just gonna look it pull up her actual email with the mistakes.
[CUSTOMER][NEUTRAL] OK, so [PII] has group accident. He didn't elect it. It was supposed to be for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK. Uh, OK, so the accident that [PII] is enrolled in should actually be one.
[CUSTOMER][NEUTRAL] One and then [PII].
[AGENT][NEUTRAL] For an accident policy. OK. All right, this is gonna be.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then there's 2 people that are, there's 2 people that are completely missing. Everyone in the company is supposed to have short-term disability and there's 2 people that they didn't get enrolled in disability, so they have to be enrolled.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK, this is not an actual billing issue. Well, it'll eventually be a billing issue. It's actually going to have to start with customer service as far as the enrollment, um, OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Um, [PII], the best way, OK, so I think the best way, so I don't have to transfer you and keep transferring you and transferring you around. I think the best way to let's to start is shoot me an email with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Everything that's wrong and what we'll end up doing is we'll end up more than likely deleting this particular invoice that's out there that's that's been generated and once all the mistakes are made we'll generate a corrected invoice um so let's yeah so let's start with shooting me an email directly to me and I'll get it over to customer service that way like I said I'm not transferring you around to 852 people, um.
[CUSTOMER][NEUTRAL] No, no, it's OK. The other question I have is, you know, do you want me to, uh, so.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I don't usually call you. [PII] does everything. So, I'm trying to figure out how to do it myself, cause I'm tired of things not getting, uh, you know, like, I don't wanna wait, yeah, like, right now he's at a doctor's appointment. It's totally fine, it's his life. I want it taken care of.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Middleman.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, right, I understand. Yes, ma'am. Yes. So, I, I think that is, that's gonna be the best step one is shoot me an email with, with who's missing, um, what policies need to be cancel[PII] and like with the [PII] and [PII], how we've got an accident issue for [PII], but it should be [PII].
[CUSTOMER][NEUTRAL] You know what I'm saying? So.
[CUSTOMER][NEUTRAL] Do you think I should just fix the.
[CUSTOMER][NEUTRAL] Should I fix the original spreadsheet and highlight everything?
[AGENT][NEUTRAL] Um, oh.
[CUSTOMER][NEUTRAL] Is that easier or is it better to do it in a separate.
[AGENT][NEUTRAL] Let's, uh, let's kind of start over.
[AGENT][NEUTRAL] From the beginning, um, and, and, and just list, um, and you can do it in a spreadsheet format or you can just do it simply in email format, um, how [PII] did not have accident, it should have been one and um how two people are missing disability policies and list those two people and any other incorrection or is that the right word?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, incorrect policy. I don't know, it's still early, um, but yeah, just list them out pretty much line by line and I know that's probably a lot of work.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Well, I need to list out premium amounts and everything, so I'm just gonna do it in a spreadsheet.
[AGENT][NEUTRAL] Yeah and I know that's probably a lot of work, but that way it's not a lot of going back and forth on what we originally received to what is actually needing to be done we can kind of start over from.
[AGENT][NEUTRAL] From here, um, and like I said, more than likely we will, um, delete, um, this invoice and the group does not need to pay anything yet, um, they need to hold off until we can get a corrected invoice that way there's no back and forth and issuing credits or refunds and this and that.
[AGENT][NEUTRAL] Um, so yeah, let's start with shooting me an email directly and I will get with customer service and we will try to get this fixed, um, as soon as possible so the group can pay their invoice. It is [PII] [PII]
[CUSTOMER][NEUTRAL] What is your email?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I will get this over to you shortly and uh thank you so much. I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome no problem and like I said, um, if you, um, if, if there's something else you can just shoot me an email and I'll try to get it to the right people so you're not going back and forth and and and all that kind of stuff.
[CUSTOMER][POSITIVE] I definitely will.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, thank you [PII]. I gotta go.
[AGENT][POSITIVE] You're welcome no problem alright bye.
[CUSTOMER][NEUTRAL] All right, bye.