AccountId: 011433970860
ContactId: fd90dcc1-66f0-4425-967e-6f01c46fa449
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201279 ms
Total Talk Time (AGENT): 130036 ms
Total Talk Time (CUSTOMER): 88351 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/fd90dcc1-66f0-4425-967e-6f01c46fa449_20250425T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Resources. Can you look at a group spill with me real quick?
[AGENT][NEUTRAL] Sure, what's the group number?
[CUSTOMER][NEUTRAL] Um, it is 80128.
[AGENT][NEUTRAL] OK, 80128 and you said their bill?
[CUSTOMER][NEUTRAL] Yes, I've got the broker on the other line. I wasn't gonna transfer over to her, ask you guys, um, she's has a question on the April billing statement.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the last one that went out was for 28227 and she's asking about [PII], why she's got a split bill on there, I guess [PII] or the [PII] and [PII] or the [PII].
[CUSTOMER][NEUTRAL] She was inquiring about why hers was split out like that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me look. I see, I see that. Let me look at her policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I don't know if it has a mode F and a mode H. I don't know what that meant.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] I see, I don't know why it billed twice for her policy.
[AGENT][NEUTRAL] Um, for some reason it's showing, you know, the bill and then it's showing that we sub bill, but I don't know.
[CUSTOMER][NEUTRAL] What's the, what's the
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] It's OK, maybe it's cause.
[CUSTOMER][NEUTRAL] Oh, that's what the S is for that are central, OK.
[AGENT][NEUTRAL] Yeah, the, um, well, I'm looking in, um, on BQPHI screen on the billing screen and it shows one of our charges SBSUB and that means sub bill um so it looks like we're actually billing for.
[CUSTOMER][NEUTRAL] Uh-huh. Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It would be
[AGENT][NEUTRAL] The April [PII] and then the, the [PII] [PII] invoice, um, so let me make sure because I don't see another invoice in the OSC. Let me make sure this group got their [PII] invoice doesn't look like they did. I only see the [PII] bill for them, so I believe we actually need to charge.
[CUSTOMER][NEUTRAL] Uh, so maybe there's a problem. The other 4 for the [PII].
[AGENT][NEUTRAL] Yeah, I believe, right, right, um, so that's, that's, that is what the charge is for is for that earlier April invoice, um, let me see.
[CUSTOMER][NEUTRAL] OK, or the other 3? OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah we we're gonna end up needing to charge the other members for that bill as well now if they want, I can manually add that to that invoice for them or if they'd rather we can set that set it up to bill. Well, I take that back we can't since it's um not not a monthly bill so I'll actually have to manually add that in there um.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You already done.
[CUSTOMER][NEUTRAL] Manually add it and it'd be on the OSC to pull from the OSC, right? OK, OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] It will.
[AGENT][NEUTRAL] It will.
[AGENT][NEUTRAL] Um, and it'll be for the other 3 members for [PII], and [PII]. Um, I'll just have to add that, um, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So you'll go. OK.
[CUSTOMER][NEUTRAL] OK, so you'll go update it showing that all of them should have been billed from [PII], basically.
[AGENT][POSITIVE] Yes, I'm gonna do that now so I'll save it and they should be able to see it in just a few minutes.
[CUSTOMER][NEUTRAL] Right, OK. OK. OK. I'll let her. OK.
[CUSTOMER][POSITIVE] OK, I will let her know. Thank you so much. That's what we needed. OK, thanks. Uh-huh. Bye-bye.
[AGENT][POSITIVE] OK. No problem. You're welcome. Bye.