AccountId: 011433970860
ContactId: 0effdbb9-20b7-418a-ae78-b057c9287594
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310559 ms
Total Talk Time (AGENT): 128106 ms
Total Talk Time (CUSTOMER): 150981 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/0effdbb9-20b7-418a-ae78-b057c9287594_20250213T21:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey By, this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Yeah, I have a group admin on the phone um for group number 22721.
[AGENT][NEUTRAL] 22721.
[CUSTOMER][NEUTRAL] It should be, I guess that that I think that's pronounced Senna Health Corporation.
[AGENT][NEUTRAL] Santa's Health Corporation. OK. And who do we have on the line?
[CUSTOMER][NEUTRAL] I'm speaking with [PII], so it's [PII], the group Batman.
[AGENT][NEUTRAL] OK, OK. All right.
[CUSTOMER][NEUTRAL] And she's wanting to talk about the premiums for this group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is her callback number the one that she's calling from?
[CUSTOMER][NEUTRAL] No, she said that one is gonna go to an automated or voicemail system at 4, so she gave me her personal line which is [PII].
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] And she goes by [PII].
[CUSTOMER][NEUTRAL] She does and she verified her email address, the mailing address, um group name and number as well.
[AGENT][NEUTRAL] All right, you
[AGENT][POSITIVE] OK, thank you. You can go ahead and send her over.
[CUSTOMER][NEUTRAL] OK, thanks, [PII], here she comes.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing great thank you um I was telling um the uh uh the other um representative that I wanted to see if I can make a payment now because if I make a payment like I normally do every month, um, through the online banking you're gonna get it after the [PII] and the [PII] is a holiday.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, um, yeah, let me see.
[CUSTOMER][NEUTRAL] Is there a way that they can do, uh-huh, go ahead.
[AGENT][NEUTRAL] Because if you want it, I
[AGENT][NEUTRAL] Yeah, I was gonna say um if you wanted to still pay online, you could, um, and I can like you won't because overdue notices won't go out until.
[AGENT][NEUTRAL] Well, the [PII], the [PII], the [PII], the [PII], um.
[CUSTOMER][NEUTRAL] OK, let me see exactly what the bank tells.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, and there was not like any fee or anything for if you're if like for paying a day late or whatever. So if you still wanted to um like send in, yeah, yeah, you still could and it it you won't, you won't get any penalties or anything and no one like your group isn't gonna lapse or anything like that.
[CUSTOMER][NEUTRAL] Make it online like I normally do?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEGATIVE] Well, I would do not take the, the account that if I'm making a payment, um, and you guys get a little bit late.
[AGENT][NEUTRAL] Yeah, I can, I'll put a note on your.
[CUSTOMER][NEGATIVE] I just don't want you to like, like cancel us or anything, you know?
[AGENT][NEUTRAL] Yeah, yeah, um, I'm, I'll put notes in your account and uh what date do you think you'll be making that payment?
[CUSTOMER][NEUTRAL] No, I'm gonna make the payment now. It's just that when it's done through online banking, it takes a little bit for you to receive it. That's my, that's my thing. Let me see exactly when it would say that you'll get it. Hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I am doing it now and it says that you'll get it.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] And we also wouldn't send an overdue notice if we can see that it's submitted because like even when before it's like complete after after you submit it like it like right now if you've already submitted it, I would be able to see that it's in submitted status so we wouldn't um consider your account overdue anyways.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Let's see 277,480.
[CUSTOMER][NEUTRAL] And it's telling me you'll get it on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next time.
[CUSTOMER][NEUTRAL] Let me try the [PII]. Hold on, I have the [PII] that it's highlighted. Oh, you, let me see if it lets me. Hold on.
[CUSTOMER][NEUTRAL] I hope it does and in the memo I put the 0006379909. I thank you for for staying on the phone with me. No, that would be a rush. No, it won't let me. That would be a rush.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And I can't do a rush.
[AGENT][NEUTRAL] Yeah, if it, even if we still aren't gonna get it until the [PII], which that's usually like a latest date, um, it could be sometimes it's within like 24 or 48 hours. It just depends, but as long as we'll be able to see that it's in submitted status, so we're not gonna consider your account overdue, OK.
[CUSTOMER][NEUTRAL] So it would
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Perfect. So I I went ahead and paid it and you'll get it on the [PII] the check will literally get to you on the [PII], OK?
[AGENT][NEUTRAL] All right. Um, is there anything else I can help you with today, buddy?
[CUSTOMER][POSITIVE] No, no, that's all thank you so much just, you know, not take the system so that we don't get canceled or anything.
[AGENT][POSITIVE] Yeah, I'm putting that note in right now. Yeah, no problem. It was a pleasure. Hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too sweetie bye bye have a good one.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.