AccountId: 011433970860
ContactId: f5b5b047-d30b-435f-8cdb-e11aee0b630e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452440 ms
Total Talk Time (AGENT): 175660 ms
Total Talk Time (CUSTOMER): 200910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/f5b5b047-d30b-435f-8cdb-e11aee0b630e_20250317T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what's your name?
[AGENT][NEUTRAL] Uh, this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], uh, let me introduce myself. My name is [PII]. I'm currently working for, um, Stefan Enterprise ENC. Before it was [PII], the HR manager, but now it's been a month already for me being here. She's no longer with us.
[CUSTOMER][NEUTRAL] But of course I still have access to her emails, but she was set up to receive the emails from APL on her email, so I just need to start getting it on my own so I can revise them instead of logging into hers. So make sure so you can, we can process the payment with finance. There's any way that you can assist me?
[AGENT][POSITIVE] Yeah, uh, I can definitely help you with that. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, OK, [PII], uh, what group are you calling with?
[CUSTOMER][NEUTRAL] It's uh Stefan Enterprise.
[AGENT][NEUTRAL] Do you know the group number?
[CUSTOMER][NEUTRAL] Uh, yeah, yeah. Uh, give me one second so I can, give me one second, so let me go to my email.
[CUSTOMER][NEUTRAL] Um, APL invoices discrepancies.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] And this one is not the one that I need. Give me one second.
[AGENT][NEUTRAL] Um, let's see. How do you spell the group name? I can, uh, try to find it.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] Uh, hold on, I
[CUSTOMER][NEUTRAL] No. It's [PII]
[CUSTOMER][NEUTRAL] I have it, hold on.
[AGENT][NEUTRAL] 14, OK.
[CUSTOMER][NEUTRAL] I can, I find the invoice here. Give me one second so I can tell you, um.
[CUSTOMER][NEUTRAL] Uh da da da da the amount bill.
[AGENT][NEUTRAL] It'll be, it should be at the top of the invoice. It's a 5 digit number.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, invoice date. [PII], no, it doesn't tell me. Uh, master number, group number, invoice number.
[AGENT][NEUTRAL] Yeah, your group number is what I need.
[CUSTOMER][NEUTRAL] OK, 14,960.
[AGENT][NEUTRAL] OK, thank you. All right, and could you please uh verify the group address and um the contact that we would have on file?
[CUSTOMER][NEUTRAL] The address from here is [PII].
[CUSTOMER][NEUTRAL] And it's attention to [PII]. She's the CFO.
[AGENT][NEUTRAL] OK, alright, so we can um update that uh email for you, but we do need to receive that request in writing, um, for security reasons, and you so you can just email that to us and um on the invoice there may be an there should be maybe an email um care team [PII] um but that is the address that you would email your request to update the email to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me one second. Uh, AP, hold on, let me.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So it may be at the [PII].
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's OK if it's not, if you wanna write it down and like read it back to me or something you can.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, because here what I see in the invoices billing, but which is the email?
[AGENT][NEUTRAL] It is um care team.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]. So [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I have to send the email to, to them.
[AGENT][NEUTRAL] Yeah, you'll send it to them um and just let us know, let them know what um email you want to update it to.
[CUSTOMER][NEUTRAL] OK, so I have to send an email to them.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Requesting.
[AGENT][NEUTRAL] Correct, because we need that to see that request in writing.
[CUSTOMER][NEUTRAL] Perfect. OK. And then another question, because now that I'm with you, uh, who also can, uh, manage this? Because we still, I know I'm just looking for this history, and there's two persons that should not be getting charged for the APL. It's [PII] and [PII]. They have Medicare, and they keep charging us. It's like, we still, we pay the full invoices, but they still um charging us the, the amount every month, and I, we still have no that credit.
[CUSTOMER][NEUTRAL] So also with who I have to follow up with that.
[AGENT][NEUTRAL] Um, that, you can include that in your email, um, because both of those, uh, will come to us, um, as billing. Um, but just include the names and the termination date that the date that they were supposed to be terminated in the email, and we can correct that for you. And, um,
[CUSTOMER][NEGATIVE] Yeah, because I, it's been a couple of months already that I've been charged several times.
[AGENT][NEUTRAL] OK, yeah, um, if you, uh, whenever you are able to log into the portal you'll be able to manage that, um, yourself, but, um, since you can't yet, um, just include that in your email and we'll get that taken care of and then we'll also just um walk you through how to manage that in the online portal as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. And your name is?
[AGENT][NEUTRAL] No, my name is [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK, perfect. So care that I saw I sent an email to them explaining that moving forward I need you to start sending the like the emails to this number because [PII] is no longer with us, correct?
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] Correct, correct, and make sure you include the people that are supposed to be terminated and the date that they're supposed to be terminated as well.
[CUSTOMER][NEUTRAL] So when she was terminated, basically.
[AGENT][NEUTRAL] Yeah, uh, no, not the, um, group contact. The people you said there are 2 people on the invoice that are still there that are terminated, right?
[CUSTOMER][NEUTRAL] No, [PII] is still there, but she, she have Medicare, so she, she should not be getting in the invoice.
[AGENT][NEUTRAL] Yeah, OK, OK, yeah, that's what I mean is like what the whenever their plan is supposed to be terminated whatever date that transitioned, make sure that you include that so we know what date to terminate her policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. OK. Thank you.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, all good. Thank you so much.
[AGENT][POSITIVE] Thank you and have a great day. Bye.
[CUSTOMER][NEUTRAL] Bye-bye. Bye.