AccountId: 011433970860
ContactId: f0076c21-6b28-4e64-8546-df03d5a6e604
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 804479 ms
Total Talk Time (AGENT): 290639 ms
Total Talk Time (CUSTOMER): 181218 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/f0076c21-6b28-4e64-8546-df03d5a6e604_20250327T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII] in Great Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey I'm so sorry I didn't catch your name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, my name is [PII] and I have a question regarding a bill for one of my clients.
[AGENT][POSITIVE] OK, [PII], can I get a good call back number for you just in case we get disconnected please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. And you said you had um
[AGENT][NEUTRAL] A question about a billing question about one of your employees, is that correct?
[CUSTOMER][NEUTRAL] A billing question, yeah, I'm on I'm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what is that group number please?
[CUSTOMER][NEUTRAL] And group number
[CUSTOMER][NEUTRAL] 25793.
[AGENT][NEUTRAL] 25793.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], one moment. Let me pull up that information.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], um,
[AGENT][NEUTRAL] Can you verify the address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you so much [PII] and can you verify the um phone number that we have on file for this group as well?
[CUSTOMER][NEGATIVE] Never been asked that. Give me one second. I have to go to a different system.
[AGENT][NEUTRAL] OK, well, what about the email address?
[CUSTOMER][NEUTRAL] Well, it just changed, so you should have had [PII].
[AGENT][NEUTRAL] OK. No, I don't have it.
[CUSTOMER][NEUTRAL] Uh, phone number [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] um if you have [PII] then that's OK because that's the new HR person.
[AGENT][NEUTRAL] OK, [PII] is who we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And, um, what is his email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And is he available?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, cause um
[CUSTOMER][NEUTRAL] I'm the broker. Why, why are we getting all these questions? Yeah.
[AGENT][NEUTRAL] OK, OK. That's what I wanted to get. Oh, that was my next question.
[CUSTOMER][NEUTRAL] Yeah, I was like what's going on?
[AGENT][NEUTRAL] Sorry, [PII], that was my next question.
[CUSTOMER][NEGATIVE] I got so confused.
[AGENT][NEUTRAL] OK, um, so you have a question about.
[AGENT][NEUTRAL] This this account, OK.
[CUSTOMER][NEUTRAL] Yeah, um, I need to.
[CUSTOMER][NEUTRAL] Yeah, yeah, there's a specific, uh, thing I see here on this invoice because apparently they're past due. I believe it's February, March and April, but I'm looking at the at the April invoice and there's an employee on here that looks like they're being billed 4 times.
[CUSTOMER][POSITIVE] And I know that this group is going to bring that to our attention, so I wanted to kind of nip it in the bud before.
[AGENT][NEUTRAL] I can help you with that and um OK, [PII], so what.
[CUSTOMER][NEUTRAL] I send it to them.
[AGENT][NEUTRAL] What is your email address?
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] OK, thank you so much. All right, so you said that um they're behind, I mean for February, March and April and on the February invoice you're talking about uh is that the one correct one?
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] No, I'm looking at the at the April invoice but I'm assuming it's the same on all of them.
[AGENT][NEUTRAL] The April invoice, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And their billing.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Multiple times and what is this employee's name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, she is actually being billed for January, February and March and April. That's the reason why she's on there that many times. That's a new policy.
[CUSTOMER][NEUTRAL] OK, um, hold on.
[AGENT][NEUTRAL] And she was effective for January. So, um, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because I'm
[CUSTOMER][NEUTRAL] She's been on the invoice.
[CUSTOMER][NEUTRAL] Um, I'm looking at in February she's on there.
[AGENT][NEUTRAL] I'm double checking.
[CUSTOMER][NEUTRAL] OK and I see what happened. She was on March with a different policy number, different amount.
[AGENT][NEUTRAL] She was on February, February as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and then now in April she's being billed 6225 with a different policy number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what it looks like, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that policy did lapse and they reissued a new policy, so that's what that is.
[CUSTOMER][NEUTRAL] So but she was apparently paid up until.
[CUSTOMER][NEUTRAL] Some point, right? On the old one?
[AGENT][NEUTRAL] She's paid up to February, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, that will have to be.
[AGENT][NEUTRAL] Let me go back.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Because that was the case, you shouldn't have been on the [PII].
[AGENT][NEUTRAL] I'm looking, just a moment. We're gonna get that taken care of because the money I have to be moved from one policy to the other.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I was about to send the group a follow up saying hey you guys are past due, but I can't send them this if it's wrong.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I got that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 24 and the other one was 62.
[AGENT][NEUTRAL] OK, this can be corrected on the online service center.
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] Any overpayment?
[AGENT][NEUTRAL] Would be sent back to the group.
[AGENT][NEUTRAL] Um, for that person.
[AGENT][NEUTRAL] So that's gonna be.
[CUSTOMER][MIXED] OK, but I'm confused what.
[CUSTOMER][NEUTRAL] Oh, when you say it can be updated in the service center how.
[AGENT][NEUTRAL] Online service centers.
[CUSTOMER][NEUTRAL] Well, how would we do that?
[AGENT][NEUTRAL] In our online services.
[AGENT][NEUTRAL] Oh, we, we can take care of it and, and, and look at it. Let me get that.
[AGENT][POSITIVE] Fixed
[AGENT][NEUTRAL] On there, um, I would have to look at this and go through here and get this fixed so because it is built wrong on the February and the March.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] We'll get that taken care of and um.
[AGENT][NEUTRAL] On that, let's see, go back.
[AGENT][NEUTRAL] What is that?
[AGENT][NEUTRAL] Cows.
[AGENT][NEUTRAL] I'm gonna fix that. So this whole policy.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me go back. I lost it. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, I'm, I'm not trying to get this all taken care of for you, um.
[CUSTOMER][NEUTRAL] No, no, that's fine, thank you.
[AGENT][NEUTRAL] And you have access to the online service center on their invoices, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm in here right now.
[AGENT][NEUTRAL] OK. What I'm gonna do, it may take a minute for me to get all this taken care of right here. Um, if you wanna give it, um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A little bit on here and let me get this taken care of and get out all the credits and everything on there as far as for for this person um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just give me a little while. Let me get that taken care of and um then it should be I I'll get this invoice updated and everything for all three invoices updated for you.
[CUSTOMER][POSITIVE] OK perfect and then I can pull those.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you so much.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, no, that was it thank you. I really appreciate it.
[AGENT][POSITIVE] All right. Well, thank you for calling APLNG and you have a great day, OK?
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Mm thank you. Mm bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.