AccountId: 011433970860
ContactId: d892ed55-250a-415a-89f4-0c4cc968c61f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167649 ms
Total Talk Time (AGENT): 74888 ms
Total Talk Time (CUSTOMER): 76410 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/d892ed55-250a-415a-89f4-0c4cc968c61f_20250227T16:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Hello, who's this?
[AGENT][NEUTRAL] This is [PII] in the billing department. How can I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. How are you doing? This is [PII] from [PII].
[AGENT][NEUTRAL] Oh, OK, yeah, what's that?
[CUSTOMER][NEUTRAL] [PII], I have a um.
[CUSTOMER][NEUTRAL] I have [PII] from group number 876.
[AGENT][NEUTRAL] 82.
[CUSTOMER][NEUTRAL] On the line.
[AGENT][NEUTRAL] Everglades Environmental.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what do they?
[CUSTOMER][NEUTRAL] Uh, the reason she's calling is because she wants to cancel the group.
[AGENT][NEUTRAL] OK, so they.
[CUSTOMER][NEUTRAL] Is something that you guys handle?
[AGENT][NEUTRAL] Yeah, but they'll have to send that in writing, so they'll need to send an email to the care team, um, so you'll give them a care team email just saying that they wanna terminate, um, and I think it's, I don't, might be in guru, there might be a form or like I think they need to attach a letter on their company's letterhead or something like that, um, but we do have to receive it in writing, but they can just email it and then, uh, the, um, billing managers, they will do the termination.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Understand, um, one more question for you, uh, what is the extension for the billing department directly?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] For the what department
[CUSTOMER][NEUTRAL] For the billing department?
[AGENT][NEUTRAL] I don't think we have like an actual like an extension for the whole billing department, um.
[CUSTOMER][NEUTRAL] But it's, it's, it's a, it's an option when you call the.
[CUSTOMER][NEUTRAL] The [PII] number, there is an option right? to to get connected directly to the billing department or is it?
[AGENT][NEGATIVE] I'm not sure. I don't think so. I think that the cus it goes straight to customer care and then like the customer care will send it to whoever.
[CUSTOMER][NEUTRAL] OK, yeah, well, usually doesn't go to customer service, uh, customer care comes directly to the claims, but yeah, um, OK, so in this particular case, she might have to send that in writing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And send the email directly to the care team, is that right?
[AGENT][NEUTRAL] The care team, yeah, yeah, and you have their email and stuff, right?
[CUSTOMER][NEUTRAL] Uh, I believe I do. It's uh [PII].
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Is a in public or is just, no, uh-huh.
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Uh, yeah, [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right, thank you very much I really appreciate it.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too bye.