AccountId: 011433970860
ContactId: e2832403-26e7-4b31-8349-e1ecd3722bd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 564419 ms
Total Talk Time (AGENT): 243976 ms
Total Talk Time (CUSTOMER): 234418 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/e2832403-26e7-4b31-8349-e1ecd3722bd2_20250314T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey how are you doing today?
[AGENT][NEUTRAL] I'm well, how about yourself?
[CUSTOMER][NEGATIVE] Doing OK, uh, a little disappointed because, uh, I spoke to someone regarding a group, um, that received a confused invoice and they were supposed to email me with all the details and they never did, so, um.
[AGENT][POSITIVE] Oh, well, maybe I can help you out with that. What was that group number?
[CUSTOMER][NEUTRAL] can you, can you look up the account for me? Let me see, uh, the group number is APL 21471.
[CUSTOMER][NEUTRAL] Centurion Restaurant Group.
[AGENT][NEUTRAL] Alright. Give me 1 2nd.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEGATIVE] I forgot who I spoke with, but she told me that, um, because I sent there was an invoice that was sent that had people's names like 4 or 5 times and they were all confused about the invoice so I need to get it, you know, she was supposed to email me all the details why it was correct or incorrect, and she never did whoever it was.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Do you know when they you spoke with them?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you know when this when you spoke with the person that you're talking about?
[CUSTOMER][NEUTRAL] Yeah, I, I don't remember who I spoke with. Um, I'm trying to think who I spoke with, but I don't remember at this point who I spoke with, but I spoke to him earlier in the week.
[AGENT][NEUTRAL] No, it's OK not who but when.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Not who, but when you said last week.
[CUSTOMER][NEGATIVE] It was, uh, no, it was, it was, it was late last week when I started dealing with this, and she never got and then they called me back like on Monday and she did the someone did an explanation why it was correct or whatever the case, and she, I will, can you please send it to me all in an email because she was well she told me was so convoluted. I said, please put it in an email so I could forward it to the client because I wanna make sure that they understand and she and she goes, OK, I'll get that to you in a little while, and she never did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Is there any notes in that account that uh there was an invoice issue?
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Uh, well, I do see back in January that there was an overpayment and there was an a refund issued, but that's the last note that I see it was in January, the end of January.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEGATIVE] I hope this person did something because if she if she didn't know it I'm gonna be really pissed off because that's not right.
[AGENT][NEUTRAL] OK, what invoice was it there was an issue with because I see no open invoices for this group right at right now.
[CUSTOMER][NEGATIVE] OK, alright, let me see, let me see if I can find the invoice because this is ridiculous. Let me see, hold on.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Give me one second, let me see some tour.
[CUSTOMER][NEUTRAL] And I, and I forwarded the, I forwarded. Let me see if I can find the email I sent this person. Hold on a second because I know I sent because I sent the invoice to APL to find to find out what's going on with it. So I'm just trying to find it, but let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] What the hell is it?
[CUSTOMER][NEUTRAL] CRG invoice.
[CUSTOMER][NEUTRAL] That one so she sent it to me.
[CUSTOMER][NEUTRAL] Let me see something here.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, because I spoke to them on [PII], so now let's see, uh, so it had it happened this week, let me see something here.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me see here. [PII] was Monday.
[CUSTOMER][NEUTRAL] Uh, let me see what I'm just trying to find the invoice so I could review it.
[CUSTOMER][NEGATIVE] Come on, what the fuck is it?
[AGENT][NEUTRAL] I'm so sorry. I have yet to ask your name. What's your name?
[CUSTOMER][NEUTRAL] I mean if it's it's probably the last invoice, can you look at the invoice and see why the names are the the same names are there like 5 or 10 5 each so that's what I'm trying to do you have access to the.
[AGENT][NEUTRAL] Yes, sir. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's my name. OK, just trying to find the email because I do so many emails that I can't even find it, trying to find it here.
[AGENT][NEUTRAL] Right, so I do see um.
[AGENT][NEUTRAL] On the March invoice where let's see.
[AGENT][NEUTRAL] A few people were on there a few times, but they were, it's what it was is the um
[CUSTOMER][NEUTRAL] Yeah, because
[CUSTOMER][NEUTRAL] Yeah, they
[AGENT][NEUTRAL] The premiums for it was previous months. It was to get them caught up.
[CUSTOMER][NEGATIVE] But what's going on? Why, why was it not? I don't understand why was it so behind? I don't understand because they pay their bills monthly.
[AGENT][NEUTRAL] Let's see, let me look at them individually.
[CUSTOMER][NEUTRAL] Yeah, because there's they're saying that um let me see.
[CUSTOMER][NEUTRAL] Uh, like about 1234567, and they, they, they're like 5 times.
[AGENT][NEUTRAL] Oh, you know what? I think I remember talking to someone about this because this is my group I work with Florida and I remember someone contacting me, asking me why these were this, I just can't remember who it was I spoke with, um, so it looks like um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Each one of these people were lapsed at the group's request at one point and we were notified that they should not have been lapsed and so while they were lapsed they were not billed those individual policies were not billed and when we were informed that they should not be lapsed, we had to get them caught up for the months that they were not billed looks.
[CUSTOMER][NEGATIVE] Exactly that's what that's what somebody told me then, and then asked to please email me that put all that those details in an email so I could forward it to the client and that was never done.
[AGENT][NEUTRAL] OK. Yes, sir. I wish I could remember who called me about that, um, but let me see about, um, see if I can find the request.
[CUSTOMER][NEGATIVE] Whoever I whoever whoever I spoke to about that is the one that told me she was gonna do it and she never did.
[AGENT][NEUTRAL] Yes sir, um, let's see here, let's see if I can find the correspondence again that um.
[AGENT][NEUTRAL] They had sent us to turn those employees. I think this is it might be a file feed. uh, does this group go? I think that's what this was. This group goes off of a file feed, so let me go to that one real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see here, yes sir, they have what it is they sent a file feed and on that file they told us that those people had needed to be returned so it's not gonna be a correspondence.
[AGENT][NEUTRAL] But um,
[AGENT][NEUTRAL] Let me get something, I will.
[AGENT][NEUTRAL] Work on that right now.
[AGENT][NEUTRAL] Can you do me a favor and confirm your email address for me?
[CUSTOMER][NEUTRAL] OK, ready?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So [PII]. We're the agent record for this group.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And would you like me just to send it to you or would you like for me to copy them on it?
[CUSTOMER][NEUTRAL] Yeah, if you could send it to me I would greatly appreciate it. I just need I just need the explanation what's going on because when they see the email coming from them forward they'll understand that it's not wasn't me making it up. So that's why, you know, how clients are sometimes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Absolutely, I understand that, yes, sir. All right. I will get this done right now while we're on the, well, maybe not all of it while we're on the phone, but I'll start working on it, um, and I apologize for them not having sent it to you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's OK. I mean, should happen, so I'm not worried.
[CUSTOMER][POSITIVE] I appreciate all your help.
[AGENT][POSITIVE] Absolutely. So anytime you have any questions about um a Florida group, that, that's my group so I'm responsible for them, so you can ask for me. My name is [PII] and I'll be happy to help you at any time with any of your groups.
[CUSTOMER][NEUTRAL] OK, what was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], OK, [PII], nice meeting you. OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Very nice to meet you. I tell you what, let me get this worked up. I'm gonna, I'll type it up. I will not do anything until I am done with this and I get it your way, and I'll assure you that you will receive it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, so, um, I just need to make sure of dates and whatnot and I know it's a file feed so um I need to look at each one of these and make sure of the dates of, um, termination that was requested and.
[AGENT][NEUTRAL] Whatnot, but I will get this email to you over straight away.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else about this? Is it just that invoice and those questions about those policies?
[CUSTOMER][NEUTRAL] Yeah, that's what, that's what I need so I because they're, I know they're gonna be asking me about it today, so it's been going on for a while.
[AGENT][POSITIVE] OK, all right, I will get that done right now for you.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] Yes, sir. I hope you have a great weekend and I uh look forward to working with you. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, have a great weekend OK?
[CUSTOMER][POSITIVE] OK thank you OK have a great day. God bless bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] You too. Bye.