AccountId: 011433970860
ContactId: d69c3529-7641-4473-ad40-4dcd2fce918a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500559 ms
Total Talk Time (AGENT): 166726 ms
Total Talk Time (CUSTOMER): 197328 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/d69c3529-7641-4473-ad40-4dcd2fce918a_20250408T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Corporate Plan administrators. I have 2.
[CUSTOMER][NEUTRAL] Two groups that I have always paid.
[CUSTOMER][NEUTRAL] You know I've uploaded my files and paid online and I just went in to do the groups.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says there's no invoices.
[CUSTOMER][NEUTRAL] And there should be, I don't know what's going on and for some odd reason I got a paper invoice like a couple weeks ago which I haven't used paper in years.
[CUSTOMER][NEUTRAL] Can you if I give you the group number, can you see what the problem is?
[AGENT][POSITIVE] Interesting. OK, so it's.
[AGENT][POSITIVE] Absolutely, yes, [PII] first if you don't mind though, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and then yes I can go ahead and take that group number.
[CUSTOMER][NEUTRAL] OK, uh, the first group is 13741.
[AGENT][NEUTRAL] OK, um, and so just so that I understand, um.
[AGENT][NEUTRAL] But you weren't able to see any invoices for either group, is that correct?
[CUSTOMER][NEUTRAL] Yeah, when I go, yeah, when I go to the secure online you know the um.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] And then I sign in.
[CUSTOMER][NEGATIVE] And it just, it has the ones I've paid but it says there's no new invoices.
[AGENT][NEUTRAL] I see. OK.
[CUSTOMER][NEUTRAL] And there should be.
[AGENT][NEUTRAL] OK. Bear with me just a moment.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, and this was UFCW local 876 Olson?
[CUSTOMER][NEUTRAL] It's M 6 and it says Olson's right.
[AGENT][NEUTRAL] OK, OK, awesome, um, really quick if you would, um, can you verify the address for this business please?
[CUSTOMER][NEUTRAL] Um, the corporate plans address is [PII]. We're the third party administrator.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Got you. OK, thank you for verifying that. OK and then what was the other group number please?
[CUSTOMER][NEUTRAL] It was um.
[CUSTOMER][NEUTRAL] Just a second, let me find it. 83 0000840s and an 8 and it's Hollywood supermarket.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you did say that was 40s and then 8.
[CUSTOMER][NEUTRAL] It says UFC.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yes, uh, UFCW local 876 Hollywood Supermarkets, got it. OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All righty. Uh it looks like all of this information is identical.
[CUSTOMER][NEUTRAL] There there should be a 3:20.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, it should be a 3:28 for both of them and then a 4.
[CUSTOMER][NEUTRAL] Whatever is after that 42.
[AGENT][NEUTRAL] Sure, OK.
[AGENT][POSITIVE] Well, I really appreciate you verifying all of this, [PII] so I'm going to put you on a brief hold and I'm going to reach out to our billing department so they can kinda help us out with this. I'll get right back with you, OK?
[CUSTOMER][NEUTRAL] OK, that's fine that's fine thank you.
[AGENT][POSITIVE] Awesome thank you. Alright, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] No problem
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] 2020.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][NEUTRAL] Uh, it's, it's Tuesday. How are you?
[AGENT][NEUTRAL] It is Tuesday, yeah, that's, that sums it up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, I've got an interesting one for you. Um, so I've got a group admin on the line. She's, uh, gave me two different group numbers that she's over and she said that she was trying to go on the website and could not see any open invoices. So I looked and from what I can see, I don't see any invoices and the last notes I see were from [PII], so I'm a little stumped on this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, what's one of the, what's the group numbers?
[AGENT][NEUTRAL] Right, one is 13741.
[CUSTOMER][NEUTRAL] And what's the other one?
[AGENT][NEUTRAL] That is, uh, so it's 4 consecutive zeros and then 8, so 00008.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, 137413741 is company 22. They have the AO of three policies.
[AGENT][NEUTRAL] Oh, I never thought to look at groups through that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I know we only have we only have a handful of groups that still have that A03. Both of them are company 22, so with that being said, what, what's our question?
[AGENT][NEUTRAL] So she wanted to see um open invoices right on the OSC.
[CUSTOMER][NEUTRAL] She's saying there's no open invoices?
[CUSTOMER][NEUTRAL] OK, well she just paid one or one was just processed on for one and.
[CUSTOMER][NEUTRAL] The other one.
[CUSTOMER][NEUTRAL] Was processed on [PII], so there there's no open invoices.
[AGENT][NEUTRAL] OK, and she also mentioned that she had received a paper invoice for one but that's something she she could update that through the OSC as well, couldn't she?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I don't think they can hang on one, no, that I, I don't think that they can update that part in the OSC, but I can fix it on my end. Hang on one second. Let me see which one.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, so that one is no paper invoices.
[CUSTOMER][NEUTRAL] Um, I don't know why she's rec let me look and I don't know why she's receiving it and both of them are on stock paper invoices.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well there's no way for me to tell which invoice she got.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Did she give you an invoice number?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Do you wanna talk to her just in case she's got more questions?
[CUSTOMER][NEUTRAL] Let's see when we.
[CUSTOMER][NEUTRAL] Sure, is this the line?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, we are speaking with [PII].
[AGENT][NEUTRAL] And she does have a different call back if you wanted that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's that?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] All righty.
[AGENT][POSITIVE] All right, I sure appreciate it thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] This is