AccountId: 011433970860
ContactId: da38bf62-25cf-4e80-9c1f-79bbf10bd156
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299209 ms
Total Talk Time (AGENT): 115309 ms
Total Talk Time (CUSTOMER): 57769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/da38bf62-25cf-4e80-9c1f-79bbf10bd156_20250130T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] in the care team. I've got Miss [PII] on the phone. She is group 17243.
[AGENT][NEUTRAL] 1724.
[CUSTOMER][NEUTRAL] And she is calling.
[CUSTOMER][NEUTRAL] Yes, she's calling because she has some questions about some insured for her invoice.
[CUSTOMER][NEUTRAL] And I did verify.
[AGENT][NEUTRAL] OK, and is her callback number the one the [PII]?
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Alright, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, thank you. Have a good day. Bye bye.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I understand that you have some questions about your group invoice. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what can I help you with?
[CUSTOMER][NEUTRAL] Uh, yeah, so I see that there's um a an a policy added to [PII] for 124/72, and I talked to him and he doesn't recognize that and we haven't added anything so I don't know what that's for.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] So this one that says, that's for 12472 is, that should be there, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me see what happened.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I'm showing that was just added on 126. I, they don't, there's no notes to say why, so I'm just gonna go ahead and cancel it and remove it from your bill.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] And then I just wanna make sure there's no note on the original policy.
[AGENT][NEUTRAL] Yeah, I don't know why that happened, but I did cancel it and I'm gonna go ahead and remove this from the invoice.
[CUSTOMER][NEUTRAL] And, and you know what was that for? Like what?
[AGENT][NEUTRAL] I, that's why I just went ahead and canceled it because I, I don't see any notes showing why they created a new policy or if there was a rate change. Hold on, let me see.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 8522.
[AGENT][NEUTRAL] I'm gonna put a note. I'm gonna follow up with customer service because they do um they manage the policy. I'm just gonna follow up with customer service just to um see why that was added, but.
[AGENT][NEUTRAL] In the meantime, I have removed that from your pill because
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, yes, thank you.
[AGENT][NEUTRAL] Yeah, no problem, let me see.
[AGENT][NEUTRAL] Uh let's make sure.
[AGENT][NEUTRAL] All right. So I have removed that from your February invoice. So your total is back to normal. It's 17044, and I just saved that. So if you use the online service center, you should see that change now, um, because it takes effect immediately.
[CUSTOMER][POSITIVE] OK. So, yeah, uh, awesome. Thank you so much for your help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, no problem. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] Yeah, no problem, thank you for calling APO and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.