AccountId: 011433970860
ContactId: f0da8bc1-d878-4ddb-8dec-d4156333ba83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200080 ms
Total Talk Time (AGENT): 50363 ms
Total Talk Time (CUSTOMER): 101547 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/f0da8bc1-d878-4ddb-8dec-d4156333ba83_20250328T17:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a group admin on the other line, um, well, she said she has a several questions about the group's billing, but there's a there's multiple people that are showing up multiple times for different, uh.
[CUSTOMER][NEUTRAL] Bills, but she says she kind of inherited the role I guess so she's she just has a whole bunch of questions about their billing.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Um, it's 20939.
[AGENT][NEUTRAL] And who's on the farm?
[CUSTOMER][NEUTRAL] We're speaking with [PII].
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Hello, [PII]. Yeah.
[CUSTOMER][POSITIVE] Thank you so much for holding I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] Hey, [PII], like she said, my name is [PII], and what can I help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I am looking at our invoice. I'm having to do a bunch of reports right now and kind of link them to payroll deductions, and I'm looking at our invoice number 638.
[CUSTOMER][NEUTRAL] 4894.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'll just choose one person for example uh at the bottom of page two there's an employee named [PII].
[CUSTOMER][NEUTRAL] And she has opted to get the short term disability plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was just curious why it's listed 4 times, 5 times.
[AGENT][NEUTRAL] OK, I can definitely help you with that. Um, so it looks like, um, we are billing for December, January, February, March, and April for her short short-term disability.
[CUSTOMER][NEUTRAL] So you're saying if I went back.
[CUSTOMER][NEUTRAL] Sorry if I went back.
[CUSTOMER][NEUTRAL] Ah, to my invoice.
[CUSTOMER][NEUTRAL] So the last one.
[CUSTOMER][NEUTRAL] OK, I'm going to the last one.
[CUSTOMER][NEGATIVE] And she's not on there at all.
[AGENT][NEUTRAL] Correct. So, we just received the um application or the notification to issue her her short term disability policy. So we had to back bill her for, um, for the effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] You're welcome, no problem, and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye