AccountId: 011433970860
ContactId: ea96a2d2-3d89-4cdd-bc01-1d23186532b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 814570 ms
Total Talk Time (AGENT): 159055 ms
Total Talk Time (CUSTOMER): 103589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/ea96a2d2-3d89-4cdd-bc01-1d23186532b4_20250327T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with all shows in class. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] Fantastic. Thank you. Um, let me give you our group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 26071.
[AGENT][NEUTRAL] OK. Let me just pull that up here. One moment.
[AGENT][POSITIVE] Thank you. And [PII], if I can get the group name?
[CUSTOMER][NEUTRAL] It is probably [PII] built.
[CUSTOMER][NEUTRAL] Uh, doing business as all American shutters on glass.
[AGENT][POSITIVE] All right. How can I help today, [PII]?
[CUSTOMER][NEUTRAL] Um, I'm just wondering, I I'm looking at the invoice, and there's a couple of people on there that are showing up like multiple times, and I don't understand why.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the, so the first person is, uh, the last name is [PII], and then the first name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the other one is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me just pull what's the invoice that you're looking at [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the number?
[CUSTOMER][NEUTRAL] Uh, invoice number, hold on, I'm looking invoice number 6385801.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Does it show maybe multiple products or dates? I'm just trying to get to invoices. Usually that's why they'll show multiple times as if.
[AGENT][NEUTRAL] Um, they like have other products, multiple products are signed up for, or usually like if there was an enrollment, like if they were gone, usually.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Maybe, OK, so the last, last month there was this same issue with one other guy and that's what they said something, something has to do with like he changed coverage all the way back in October and they were just now catching up because our open enrollment effective the 1 year runs from October.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, I think.
[AGENT][NEGATIVE] Don't even understand why this invoice won't come up under this group I found.
[AGENT][NEUTRAL] We tried a different way. I am sorry for the hold here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm multitask.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, um, I'm gonna reach out over to uh billing directly to see if they can figure out exactly why this is showing that way. I may transfer you. Is this number a good call back the [PII] if anything happens?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Give me just one moment, [PII], OK?
[CUSTOMER][NEGATIVE] Yeah, thank you. You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And I
[AGENT][NEGATIVE] Annoying.
[AGENT][NEUTRAL] 931.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] it's past due premium it looks.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh my, I don't know.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I mean, did they just not pay premium all the way back?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you this morning?
[CUSTOMER][POSITIVE] Good. How are you?
[AGENT][NEUTRAL] I'm good. I have um a contact with a group. Her name is [PII] [PII]. She has a question about a bill for the group. I was wondering if you could help with.
[CUSTOMER][NEUTRAL] Yeah, what's the group number?
[AGENT][NEUTRAL] The group number is 26071.
[CUSTOMER][NEUTRAL] 11.
[AGENT][NEUTRAL] Yeah, and we have [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can give you the invoice number if you want that.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] The invoice is 638.
[AGENT][NEUTRAL] 5801.
[AGENT][NEUTRAL] And she's just, she's looking for clarification on why [PII] and then [PII], they're listed on there like multiple times. It looks like from what I can see, yeah, it looks like from what I can see, they just didn't pay premium.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Yeah, different [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what it is, but I, I can't explain that to her.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, um, and then the number she's calling from is a good call back.
[CUSTOMER][POSITIVE] OK, good. Thank you.
[AGENT][POSITIVE] You're welcome. Here she comes.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.