AccountId: 011433970860
ContactId: e2189864-6608-4ae3-af37-167b189fc6f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316519 ms
Total Talk Time (AGENT): 134264 ms
Total Talk Time (CUSTOMER): 90940 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e2189864-6608-4ae3-af37-167b189fc6f0_20250203T18:11_UTC.wav
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[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm with Commonwealth Restoration. Um, we received a bill. I was just wondering if you can tell me more about this.
[AGENT][NEUTRAL] Sure, um, was this for the group [PII] or is this for your individual policy?
[CUSTOMER][NEUTRAL] It's for a group.
[AGENT][NEUTRAL] OK, are you the admin?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, can I get a good callback number from you? OK, can I get a good callback number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] I, I believe so.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright thank you and then uh do you have the group number?
[CUSTOMER][NEUTRAL] It is 26915.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and that was Commonwealth Restoration Specialists?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, alrighty, yep you are who we have as the contact awesome um are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that. Um, alright, and then do you have the invoice number, uh, for the bill we need to be we need to be looking at?
[CUSTOMER][NEUTRAL] I do. It is 0006381012.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you just had a question uh regarding an item on that bill?
[CUSTOMER][NEUTRAL] Yes, um, is this something that we are responsible or is this, um, just a statement that is gonna be coming from like out of our paychecks?
[AGENT][NEUTRAL] Uh, let me see, let me get it pulled up here.
[CUSTOMER][NEUTRAL] And what kind of insurance is this supposed to be for?
[AGENT][NEUTRAL] OK, give me just a moment I could check that for you and see what products, so this.
[AGENT][NEUTRAL] Group this is for Medlink, uh, which is a secondary medical policy that's what you'll have. Let me get this invoice pulled up real quick. Let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hold on for me.
[AGENT][NEUTRAL] Um, just to verify that invoice number that was 0006381012.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, [PII], if you don't mind, um, I'm going to put you on a brief hold and I'm going to uh reach out to our billing department so they could take a look at it with us.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good, how are you?
[AGENT][NEUTRAL] Doing alright thank you um I've got a group admin on the line and she called because she said she had questions regarding an invoice um I was actually gonna try to see if I could help her with it but I don't see the invoice listed under this group so I guess I'm gonna hand it to you.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] Did you need that group number? It is, uh, 26915.
[CUSTOMER][NEUTRAL] What do you mean you don't see the invoice?
[AGENT][NEUTRAL] Um, well, I tried, I think I asked last time how to view just the invoices in general and the invoice number she gave me I don't see it listed, so I don't know if it's maybe in a different spot. I'm not quite sure, um, I can give you that invoice number.
[CUSTOMER][NEUTRAL] What's the invoice number?
[AGENT][NEUTRAL] 6381012.
[CUSTOMER][NEUTRAL] Alright, give me that number again.
[AGENT][NEUTRAL] Yeah it's uh 638-1012.
[CUSTOMER][NEGATIVE] It's not even a
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Invoice number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] This group must have had a kill bill and then rebuild.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] So they're not looking at the right invoice.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, you can who's on the phone?
[AGENT][NEUTRAL] Uh, [PII], the contact.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][POSITIVE] All right, thank you. Bye bye.
[CUSTOMER][POSITIVE] Thanks