AccountId: 011433970860
ContactId: 0526ab0a-b4ad-455e-8962-abd2732fb775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386790 ms
Total Talk Time (AGENT): 145426 ms
Total Talk Time (CUSTOMER): 207986 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/0526ab0a-b4ad-455e-8962-abd2732fb775_20250306T18:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from North Main Animal Hospital, um, in [PII]. We have our supplemental insurance through you, and, um, I was just calling to find out if they had any updates on, on the billing for us. Um, I'm trying to pull up uh find my account number here.
[AGENT][NEUTRAL] When you say an update on the billing, what do you mean?
[CUSTOMER][NEGATIVE] Well, I haven't received an actual bill since November and I called in, I believe the end of January, beginning of February, and they said they were working on updates, you know, from the end of the year, but now we're March and I still don't have a bill so I just.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so, so you needed your, your invoice for [PII]?
[CUSTOMER][NEUTRAL] Um, well, I'm, I, when I called them they said they weren't available. The last, uh, invoice I received was, uh, [PII].
[AGENT][NEUTRAL] OK, so you need [PII].
[CUSTOMER][NEUTRAL] Yeah and I guess I don't under yeah I'm, I'm in my account online right now and I'm just not I'm not seeing anything.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, spell your name for me.
[CUSTOMER][NEUTRAL] My name is uh it's [PII]
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And [PII], are you the, OK, you're the group admin?
[CUSTOMER][NEUTRAL] Yeah I am, yes, ma'am.
[AGENT][NEUTRAL] And give me the group number.
[CUSTOMER][NEUTRAL] I'm looking for it right now on uh let me let me pull up an invoice it should be on that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Download will start shortly. I normally have these things in my head, but sometimes your brain runs out of room. OK. Uh let's see here. I have got a group number of 14688.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] 14688 and what's the name of the group?
[CUSTOMER][NEUTRAL] It's under North Main Animal Hospital.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And what's the address at this location?
[CUSTOMER][NEUTRAL] We're at [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And what is your email address [PII]?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] And then a phone number for this location?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Perfect, one moment now let me check the notes. OK, now it looks like you're in renewal. I thought that may have been the problem because that's generally when you don't receive an invoice, let me see, let me.
[CUSTOMER][NEUTRAL] Right. And that does happen, you know, normally, we do have a little bit of lag from November through January, but I started to get a little nervous and I called, I believe, in February and now we're in March and I'm like, oh, I don't know what's going on.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. I get it. I get it. I know that that's it, uh, but let me just check, read some notes here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it usually the invoices are usually not available until that gets out of the renewal status and it's still in that art renewal status. Let's see.
[CUSTOMER][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] That's the only thing that I can see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] So where our insurance is in fact, we just
[AGENT][NEUTRAL] Yeah, you're fine because it's in because it's in renewal so no yeah there's nothing you can do on your end regarding that until it's completed then the um you'll have access to those.
[CUSTOMER][NEUTRAL] I'm assuming, I mean, yeah.
[CUSTOMER][NEUTRAL] Gotcha. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm assuming they'll just send me a a giant bill which which paying the bill is not not a problem it's just.
[AGENT][NEUTRAL] Let me see something else.
[CUSTOMER][NEUTRAL] Want to make sure I hadn't missed something, you know, in the interim.
[AGENT][NEUTRAL] No, no, no, you haven't, and they will probably post each, each invoice for each, you know, invoice for each month versus one big, big one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] Well, maybe I will just keep checking at the beginning of each week and see if anything's posted and I'll just pay them as they pop up.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, let's see, um, 12688.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I do see December out there.
[AGENT][NEUTRAL] December is available.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, because I see a.
[AGENT][NEUTRAL] Yeah, [PII] is what is your what is your general premium amount for the group?
[CUSTOMER][NEUTRAL] Let's see here, that was the last.
[CUSTOMER][NEUTRAL] Um, it is, I've got the invoice pulled up here. Last invoice, it's usually 944-44, and the last invoice that I just pulled up, um, is an invoice date of 12-1-24.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that the last one you show as well?
[AGENT][NEUTRAL] Yeah, so that's the December.
[CUSTOMER][POSITIVE] Yeah, and I, and I obviously have paid that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yeah, so no current ones that I wanted to check there as well and so it's because of the renewal status, nothing is, uh, moving forward until after that is completed.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because it's actually the, the date it says date received [PII]. Well, I, I'm sure I paid it, you know, I would have paid it early, yeah, I would because I usually as soon as, yeah, I pay it before the end of the month.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, you're talking about your December?
[CUSTOMER][NEUTRAL] Yeah, I paid December on [PII].
[AGENT][NEUTRAL] Yeah, that's fine. Yeah.
[CUSTOMER][POSITIVE] Yeah, and then I haven't received anything since. OK, well, [PII], thank you for clarifying that with me. I really appreciate it and I'll just continue to check the website, um, the portal, um, at the beginning of each week to see if anything pops up and um we'll get it taken care of as soon as it does.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][POSITIVE] OK, very good.
[CUSTOMER][POSITIVE] All right. Well, you have a good rest of your week and um I will call if I have any other questions.
[AGENT][POSITIVE] Alright [PII], if no other questions, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you. Take care. Bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.