AccountId: 011433970860
ContactId: f80a2e52-8158-4037-9b69-073c2d6beb26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477429 ms
Total Talk Time (AGENT): 136261 ms
Total Talk Time (CUSTOMER): 169751 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/f80a2e52-8158-4037-9b69-073c2d6beb26_20250207T20:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm, uh, an agent in [PII]. I'm actually calling on behalf of my client, uh, who's received, uh, a couple of invoices here and uh we need to make some sense of them.
[AGENT][NEUTRAL] OK. And may I have the group number, Mr. [PII]?
[CUSTOMER][NEUTRAL] It's 26916.
[CUSTOMER][NEUTRAL] Name of the company is Floormart West Incorporated.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's area code [PII].
[AGENT][NEUTRAL] Thank you. And I need to verify your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] and it's [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, let's see and let's see.
[AGENT][NEUTRAL] OK, so it was really on the earlier.
[AGENT][NEUTRAL] OK, what invoice do you have um in front of you right now?
[CUSTOMER][NEUTRAL] So there's 3 that she sent me um, let's see here, there's uh 638-1353.
[CUSTOMER][NEUTRAL] 1354 and 1355 they're all for 6482.
[CUSTOMER][NEUTRAL] But I only have 1 employee listed. They've got 6 employees on this policy.
[AGENT][NEUTRAL] OK, let me check and see.
[CUSTOMER][NEUTRAL] It and it's a new policy that was effective [PII], but there's their census and schedule should be for 6 employees.
[AGENT][NEUTRAL] OK, I have 6 here.
[AGENT][NEUTRAL] OK, let me just go ahead and pull each one of those invoices and see what's going on. OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you mind holding for me?
[CUSTOMER][POSITIVE] Sure, yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] with billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] I'm doing fine, sir. How are you?
[AGENT][NEUTRAL] I'm good I'm good thank you um I have a broker or an agent on the line, um, and he's calling about invoices for this group, and yeah, I pulled the invoices and I I'm not understanding the invoices either so uh let me go ahead and give you the group number is 26916.
[CUSTOMER][NEUTRAL] OK, hold just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what's he wanting to know about them?
[AGENT][NEUTRAL] OK, so the 3 invoices he received, they're all for one person, and the group has 6 employees, and so he wants to know what are those invoices if, if it's something wrong with them, why they're not showing the rest of the members.
[CUSTOMER][NEUTRAL] Mm, that's a good question. What hm.
[AGENT][NEUTRAL] I know, and I pulled them as well and I'm like, all three, it's just one person, so, OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I will
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] See what I can do. I have to transfer him over to.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] No business.
[AGENT][NEUTRAL] I think.
[CUSTOMER][POSITIVE] But I can help him with that. That's not a problem. You're right. He is right. There are 6 people on here, 123.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] 16. OK, I can help him with that. Um hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, you're ready for him? Well, I got his name is um yeah, [PII]. I don't know how to spell the last name, but it sounds like [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] What's his name?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] And the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] and you've got [PII] on the phone?
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] [PII], yes, and he's with the real so messy.
[CUSTOMER][NEUTRAL] And he's calling on, and he's calling on 26916. Alright.
[AGENT][POSITIVE] Yeah, Floormart mhm OK. All right, here he comes. Have a good day. You're welcome. Thank you. You're welcome. Thank you for holding and being patient for me, Mr. [PII]. I got Ms. [PII] on the line. She's in the um group billing department and she's gonna assist you from here, OK.
[CUSTOMER][NEUTRAL] Cinemas?
[CUSTOMER][POSITIVE] Thank you. Uh-huh. You too. Thanks.
[CUSTOMER][NEUTRAL] OK, that's one that's fine.
[AGENT][POSITIVE] OK, have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in group billing. Um, I understand you're calling about group 26916, and a good call back number for you just in case is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's right. Alright, and you're calling because there's we're only for the 3 invoices that we got listed online, you're only billed for 1 person and there's 6 people on the on the invoice I mean should be 6 people. There should be 6 people, yeah, right on the policy.
[CUSTOMER][POSITIVE] That's right. I can help you with that. That's not a problem. um, let me see something real quick.