AccountId: 011433970860
ContactId: cfaca704-163a-4bab-8f4d-b6fcaece38a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298019 ms
Total Talk Time (AGENT): 169684 ms
Total Talk Time (CUSTOMER): 94441 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/cfaca704-163a-4bab-8f4d-b6fcaece38a8_20250305T18:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] How are you doing? I've got Miss [PII] on, uh, with group number 260. 0 no.
[AGENT][NEGATIVE] You're breaking up really, really bad.
[CUSTOMER][NEGATIVE] I thought I could fix that.
[AGENT][NEUTRAL] I mean it just filters I mean it just kinda.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] It'll be all right. You got.
[CUSTOMER][NEUTRAL] I'm so sorry. Let me see if I, OK, [PII] on the.
[AGENT][POSITIVE] No, it's good.
[CUSTOMER][NEUTRAL] It's [PII] on the phone and she's with group 26071.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she is the contact person. She verified the group. She's calling because, um, her voice has a member on there 5 times and she wants to talk to somebody about it.
[AGENT][NEUTRAL] Uh, I can help her with that. What is that group number? I mean, that, uh, her contact number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Phone number.
[CUSTOMER][NEUTRAL] It is, uh, it, it's.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, 6 right.
[AGENT][NEUTRAL] I missed your first number, [PII], so is it [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you've got [PII] on the phone. She's a contact, and she's wanting to know why there's a person on there 5 times.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you verified everything?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I can help her with that. Thank you.
[CUSTOMER][POSITIVE] OK, thanks [PII] bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in group billing, um.
[AGENT][NEUTRAL] [PII] said that you were calling because your invoice has 5 people, I mean 1 person listed 5 times on the invoice.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] I can help you with that. OK, [PII], and I understand that the callback number for you is um [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and the name of that group is Leveson Built LLC, is that correct?
[CUSTOMER][NEUTRAL] Mhm and doing business as um all American shutters and glass.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much. OK, so you have a person on here that is.
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] I can help you with that. OK, it looks like that [PII] is being billed for the October through, so it's October, November, December, January and February.
[CUSTOMER][NEUTRAL] OK, but he was on the January bill we paid for him last month.
[AGENT][NEUTRAL] As he was
[AGENT][NEUTRAL] So he was on the January invoices for OK uh let me see.
[CUSTOMER][NEUTRAL] Yes, and I, I only came in December. Maybe I need to check.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All the previous invoices too.
[AGENT][NEUTRAL] All right. Well, I can look at that and see as well, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what we have here.
[AGENT][NEUTRAL] OK, I see what the deal is, why he's listed like that.
[AGENT][NEUTRAL] There was a coverage change.
[CUSTOMER][NEUTRAL] I don't think so. I mean.
[CUSTOMER][NEUTRAL] I don't know why.
[AGENT][NEUTRAL] He did have a coverage coverage change.
[CUSTOMER][NEUTRAL] Oh, you mean in October, the open enrollment is [PII].
[AGENT][NEUTRAL] Yes ma'am, so that's what that was, so he was not on the [PII], well.
[CUSTOMER][NEUTRAL] Or new any, OK.
[AGENT][NEUTRAL] [PII], I'm gonna let me look at this and call you back on this because I need to look at this and see what's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So uh let me research on this and um I've got your number here so I can call you back.
[CUSTOMER][NEUTRAL] What's what?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] OK. All right. Is there anything else, [PII], that I can help you with before, um, before I let you go?
[CUSTOMER][POSITIVE] All right, thanks a lot.
[CUSTOMER][NEUTRAL] No, but everything else is
[CUSTOMER][NEUTRAL] It's like, what? Why?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right well thank you for calling APL and you have a wonderful day and I'm gonna check on this and get you called back, OK?
[CUSTOMER][POSITIVE] Appreciate that. Take care bye bye now.
[AGENT][NEUTRAL] All right