AccountId: 011433970860
ContactId: 0b78ced7-2bea-4921-83f8-3b7e5902e42a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 698010 ms
Total Talk Time (AGENT): 129868 ms
Total Talk Time (CUSTOMER): 271646 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/0b78ced7-2bea-4921-83f8-3b7e5902e42a_20250528T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. 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, he's saying he's a third party, but in line he's he's listed as the group admin, but they um received emails saying that there's an outstanding balance, and he's saying that that's wrong, but
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] We have a few. Um, it's 17948.
[AGENT][NEUTRAL] NASCO TPA.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, it doesn't look like we've received anything since [PII].
[CUSTOMER][NEUTRAL] April. OK. All right, so I'm just making, I didn't say nothing to him, but I'm looking like, wait a minute.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Come on let's see, um, last thing we received was [PII]. You can send it to me. Who's on who is it?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] Alright you can send it to me.
[CUSTOMER][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hey [PII], like she said my name is [PII], um, and she said that you were calling in regards to some outstanding invoices, is that correct?
[CUSTOMER][NEUTRAL] Well [PII], I'll tell you, I received two emails from APL, one saying that an invoice is past due and the other one is an invoice notice. They were both sent to me on [PII]. Now we collect premium that is submitted to us by.
[CUSTOMER][NEUTRAL] Federal employees, so we're under in a government allotment system we consolidate and send to you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So your system is generating and saying that they missed a bill we don't miss bills because, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, it looks like we haven't received a payment since [PII].
[AGENT][POSITIVE] So there are 4 invoices outstanding.
[CUSTOMER][NEUTRAL] Well I can come back and tell you.
[CUSTOMER][NEUTRAL] Yeah, so you, uh, let's see, I'm gonna I'm trying to figure out here carry if this is an electronic bill because if it's an electronic bill then that means the thousands of dollars to go to Aflac and the thousands to go to the other carriers.
[CUSTOMER][NEGATIVE] Are also missing, so hold on one second. I'm trying to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you're first of all, you're, I'm trying to.
[AGENT][NEUTRAL] Yeah, the last
[AGENT][NEUTRAL] ACH we received yeah we received payment through ACH and the last one we got was on [PII].
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Well, that would be right because April May, you won't get [PII] until hold on one sec here let me bring this up [PII].
[CUSTOMER][NEUTRAL] Sorry, I'm trying to load my system here and let me dig through this.
[CUSTOMER][NEUTRAL] American Public Life, you are on a ACH system and I don't talk to them.
[CUSTOMER][NEUTRAL] And on [PII], you were sent 5248 electronically.
[AGENT][NEUTRAL] On May, on May what?
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] A 12 you were sent 5248 electronically.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] And the same uh went on.
[CUSTOMER][NEGATIVE] [PII], which was what, two days ago, you should have received that today.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And it'll take me a little while longer to let you know specifically what date and time the emails were sent out that included the backup.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I can most assuredly, electronically, the money was sent out.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] They eat.
[AGENT][NEUTRAL] We probably won't get the one that was sent yesterday until probably tomorrow because of the bank holiday, but let me
[AGENT][NEUTRAL] Do a little more digging over here.
[CUSTOMER][NEUTRAL] And [PII], I'm looking at the the bank received the money at uh.
[CUSTOMER][NEUTRAL] Did they show that.
[CUSTOMER][NEUTRAL] The bank received the file at about [PII] on the [PII], which then you should have had it by the [PII]. That's when you would have had the uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The massively big number of $52.48 on the three clients that are left remaining on the group.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes sir I'm, I'm looking as well and also asking the person who handles these about it um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Because I, if
[AGENT][POSITIVE] If this is correct, I see that we did in fact get it on the [PII] and it has not been processed, and I do apologize for that. I will get that part taken care of and um you can disregard that overdue notice um and we'll probably get that next payment uh probably tomorrow or Friday and um I will make sure it is posted promptly.
[AGENT][POSITIVE] And again, I do apologize, [PII].
[CUSTOMER][NEUTRAL] Well, you know.
[CUSTOMER][NEGATIVE] No, that's OK. It, it gets me, I have, I think it used to be Wells Fargo. I piss them off majorly, but they're Wells Fargo, so who cares? And um, once a year, once a year I would always get these threatening emails. We didn't get your money or we don't know where it goes or this that and I'm and I realized that once a year at that particular time, the person that normally does it went on vacation.
[AGENT][POSITIVE] Oh, that sounds, that sounds good.
[CUSTOMER][NEUTRAL] So the replacement person.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and it's like, uh, leave it on the desk until they come back. Oh, OK, you know, so anyway, OK, I will continue to ignore these things, uh, as I normally do, but that's a sarcasm in place, but anyway, um.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, just like dealing with your child, but anyway, um, good enough then we should be good, right?
[AGENT][NEUTRAL] Yes, sir. I will make sure that this one from [PII] gets processed and um I will be on the lookout for um the [PII] 1.
[CUSTOMER][POSITIVE] Super. I thank you so very much, [PII]. You have a wonderful day, OK?
[AGENT][POSITIVE] No problem, [PII]. Thank you for calling APL and you have a good day as well.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, ma'am. You too. Bye-bye.
[AGENT][NEUTRAL] All right, bye.