AccountId: 011433970860
ContactId: ddef3403-464c-4c15-ab4f-4773f4d72a8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367899 ms
Total Talk Time (AGENT): 147194 ms
Total Talk Time (CUSTOMER): 87329 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/ddef3403-464c-4c15-ab4f-4773f4d72a8f_20250130T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] see.
[CUSTOMER][NEUTRAL] Yes ma'am, hi, I'm calling in reference to a billing question.
[AGENT][NEUTRAL] OK, I can help you with the billing question. Can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII] and is this billing question, are you with a group or are you an individual with the policy?
[CUSTOMER][NEUTRAL] The employer, yes.
[AGENT][NEUTRAL] OK, what is your group number?
[CUSTOMER][NEUTRAL] Uh yes, the group number is 17338.
[AGENT][NEUTRAL] OK, let me look that up real quick, Ms. [PII].
[AGENT][NEUTRAL] OK, and can you give me the name of the group?
[CUSTOMER][NEUTRAL] Uh, the name of the group is SC SC Enterprises LLC.
[AGENT][NEUTRAL] OK, and I don't show that you're the contact person on the group.
[CUSTOMER][NEUTRAL] Would it be [PII]?
[AGENT][NEUTRAL] Yes, that's.
[CUSTOMER][NEUTRAL] OK, all right, and so, um, you would need to speak to her, uh, in order to find out, uh, because our question is what is the amount due on the, on the account? What is the balance?
[AGENT][NEUTRAL] OK, uh, we would definitely have to speak with Ms. [PII], um, that's information that we can't give out except for to the contact person. I'm very sorry.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] No, that's OK. I'm gonna put her on the line. Allow me just a moment while I announce the call.
[AGENT][POSITIVE] Sure. Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, just a moment.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Yes, please hold for [PII]. I'm gonna uh um transfer the call now.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII] with. Hi.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi [PII], how are you today?
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hi, I'm doing well. Ms. [PII] had called because she wanted to know the balance to get the um premium caught up on the um invoice and I told her that she wasn't on the policy as far as the contact person and I couldn't give her that information.
[CUSTOMER][POSITIVE] Yes I can.
[AGENT][NEUTRAL] Um, can you please, Ms. [PII], just verify your physical address for your, um, facility for your, your group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much and what I'm gonna need to do is just transfer you on over now to group billing so that they can give you that information, Miss [PII].
[CUSTOMER][NEUTRAL] OK, sure, are you able to add [PII] to um the account so in in the future if you need to, if she needs to speak to you, you'd be able to give her any information?
[AGENT][NEUTRAL] Uh, you can do that through the online service center.
[CUSTOMER][NEUTRAL] Oh OK, OK, let me go ahead and do that.
[AGENT][NEUTRAL] Are you, yes ma'am, you can do that through there. OK, alright, thank you so much, Miss [PII]. It's gonna be a brief hold while I transfer you on over to group billing.
[CUSTOMER][POSITIVE] Alright thank you [PII].
[AGENT][POSITIVE] Thank you you have a blessed day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. Um, I have Miss [PII] on the phone. She's with group number 17338.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] She was able to verify the policy or um not the policy the group, um, she's want to add Ms. [PII] to the group as a contact person. I told her she can do that through the online service center, but she, the main reason why she's calling is she needs to know how much money they need to catch up there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Invoices and I'm gonna let her talk to you about that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I can help her. You can go ahead and put her through.
[AGENT][POSITIVE] OK, thank you, bye bye.
[CUSTOMER][POSITIVE] Yeah thanks