AccountId: 011433970860
ContactId: d02174b7-b49b-4d38-98e7-c155b5f3ea0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262820 ms
Total Talk Time (AGENT): 90601 ms
Total Talk Time (CUSTOMER): 83033 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d02174b7-b49b-4d38-98e7-c155b5f3ea0b_20250625T15:50_UTC.wav
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[CUSTOMER][NEUTRAL] G
[AGENT][NEUTRAL] Thank you for calling APL. This is Ka[PII]How can I help you?
[CUSTOMER][NEUTRAL] Hi Ka[PII]I just have a question on one of my invoices. It appears as if I'm being charged twice.
[AGENT][NEUTRAL] OK, I can get that invoice pulled up. We'll see what's going on with that was, um, just to clarify this was for a group.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, what was your name?
[CUSTOMER][NEUTRAL] My name is Ap[PII].
[AGENT][NEUTRAL] Alrighty, Ap[PII]uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, uh, the office is 84[PII].
[AGENT][NEUTRAL] OK thank you and then do you have that group number?
[CUSTOMER][NEUTRAL] Uh, I have the invoice number. Let me see, let me look at my group.
[CUSTOMER][NEUTRAL] I guess if I look on the invoice I would find that wouldn't I?
[CUSTOMER][NEGATIVE] Let's see, oh no.
[CUSTOMER][NEUTRAL] 26892.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is that uh poly level USA?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, got it.
[AGENT][POSITIVE] Alright and I do see you as a contact awesome if you would, uh, can you go ahead and verify the address for the business please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 89[PII].
[AGENT][POSITIVE] Perfect OK thank you so much for verifying that and then do you have that uh can you give me the invoice number please?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, it is 639-387-8.
[AGENT][NEUTRAL] OK, thank you and then just so I know you said that uh it looks like you were being charged twice. Do you mean um there were 2 members uh that were like or two.
[CUSTOMER][POSITIVE] For me, yes, I'm on there. I personally am on there twice, April huddle, April huddle for.
[AGENT][NEUTRAL] Oh, you are on there twice.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK yeah well I do see you just have the one policy with us so OK alright if you would give me just a moment, Ap[PII]'m gonna put you on a brief hold and reach out to our billing department regarding this. I'll get right back with you OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is Br[PII]How can I help you?
[AGENT][NEUTRAL] Hey Br[PII]this is Ka[PII]ver on the care team. How are you?
[CUSTOMER][POSITIVE] Good, what's up?
[AGENT][NEUTRAL] I've got a uh group admin on the line uh wanting to discuss an invoice uh she said she believes that she's being charged twice.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] It is 26892.
[CUSTOMER][NEUTRAL] Alright, and who do we have on the line?
[AGENT][NEUTRAL] We're speaking with Ap[PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have that invoice number as well.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, give me one second.
[CUSTOMER][NEUTRAL] Alright, let's hold on, hold on.
[CUSTOMER][NEUTRAL] 26892.
[CUSTOMER][NEUTRAL] OK, what's the invoice number?
[AGENT][NEUTRAL] It is 639-387-8.
[CUSTOMER][NEUTRAL] OK, um, it's probably because they didn't pay for June, um, especially if she's on the activation, but I can talk to her.
[AGENT][POSITIVE] OK, I appreciate it. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.