AccountId: 011433970860
ContactId: eae1158b-8873-4ed9-853c-79a8f9ada3e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367920 ms
Total Talk Time (AGENT): 94590 ms
Total Talk Time (CUSTOMER): 115912 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/eae1158b-8873-4ed9-853c-79a8f9ada3e5_20250217T22:53_UTC.wav
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[CUSTOMER][NEUTRAL] Connect.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is, uh, my name's [PII]. I'm calling from National Agency Solutions. I'm looking for, I'm looking for a copy of an invoice for one of our clients.
[AGENT][NEUTRAL] OK, sure, [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the group number?
[CUSTOMER][NEUTRAL] Group number is 80123.
[CUSTOMER][NEUTRAL] [PII] is uh.
[CUSTOMER][NEUTRAL] What it's called.
[AGENT][NEUTRAL] OK, and let's see, um, [PII] you're calling from the broker's office or?
[CUSTOMER][NEUTRAL] Yes, yeah, the agent's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, what is
[CUSTOMER][NEUTRAL] I'm on the uh
[AGENT][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Um, can you
[CUSTOMER][NEUTRAL] No, I was gonna tell you that I'm actually on OSC right now on the online portal.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I see the January and February invoice but I was looking for the, the, the a copy of the other invoice, the one that's usually mailed out by check I mean by.
[CUSTOMER][NEUTRAL] Like paper, the paper invoice because you know they look a little bit different.
[AGENT][NEUTRAL] Mhm, I can check and see if there's any it is paper.
[CUSTOMER][NEGATIVE] The the problem is that this group, this group was changed, changed plans effective January.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so they got a new group number. This, this same group has two different group numbers right now.
[CUSTOMER][NEUTRAL] The other group number was never terminated, so what happens? The group goes in there and pays the wrong invoice.
[CUSTOMER][NEGATIVE] They paid the wrong invoice they paid the old policies invoice, not the new one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're telling me that you're able to see January and February, um, but you need the paper invoice. You don't need the OSC invoice.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Correct because they look different. The paper invoice usually looks different than this one that I'm having issues downloading.
[AGENT][NEUTRAL] OK. All right. um, and let me have your email address for verification.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, bear with me. Let me pull an image on that. Um, and you're looking for both January and February or do you just need uh the one for February?
[CUSTOMER][NEUTRAL] Yeah, both, yeah, January and February.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if I can pull an image.
[CUSTOMER][NEUTRAL] But I also need to correct, uh, well we're gonna also need to correct actually you know what I'm just gonna send an email on the.
[CUSTOMER][NEUTRAL] Because he's he submitted payments for January and February for the old policy number.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And it was applied there instead of being applied here to this group number that I just gave you the 80123.
[AGENT][NEUTRAL] OK, yeah, for any like updates and changes or anything like that it's best to send an email to the group billing department and have them to um check on that and see if they can maybe move the money around to the other group um let me see yeah so let me check and see if I can find those um.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Invoices and send that to you. Can I send it to your email?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK. And um maybe I can get a little bit more information about what we can do about that payment, OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.