AccountId: 011433970860
ContactId: 0fd505ca-083c-4803-974a-3011d9d274e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485279 ms
Total Talk Time (AGENT): 190209 ms
Total Talk Time (CUSTOMER): 169850 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/0fd505ca-083c-4803-974a-3011d9d274e9_20250430T16:22_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, let me, let me, give me a moment. OK. Good morning. This is [PII] from Prime Health Physicians. How are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] OK, can, can you speak, uh, loudly? I can, I will, I can hear you.
[AGENT][POSITIVE] Oh, I'm sorry. Um, I said I'm doing well. How are you? What can I help you with?
[CUSTOMER][NEUTRAL] OK, good, good, good. OK, I am here in your portal and we haven't received the invoice for to pay, we pay usually uh at the end of the month, today is [PII], and we receive uh monthly is your invoice between [PII], but it's not in the invoice yet in your portal. Do you know what is happening?
[AGENT][POSITIVE] Uh, yeah, I'll be happy to uh look into that.
[CUSTOMER][NEUTRAL] Because I need the invoice.
[AGENT][POSITIVE] Yeah, I will be happy to look into that for you. Um, could you give me uh your name one more time? I'm sorry.
[CUSTOMER][NEUTRAL] Mhm. [PII] My, my company is Prime Health Physicians. Do you want the group number or?
[AGENT][NEUTRAL] Yeah, do you have the group number?
[CUSTOMER][NEUTRAL] The group number is 23293.
[AGENT][NEUTRAL] OK, [PII], and could you please verify the address?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm. The the address is [PII].
[AGENT][NEUTRAL] OK, thank you for that. And is the number you're calling from [PII] a good callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm, yes, this is my, this is my cell phone. Mhm.
[AGENT][NEUTRAL] Alright, let me get your account pulled up so I can see what is going on with your invoice.
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] you, you have no open invoices, and it's very strange for me because you always are on time. I know that we have an open enrollment, you know.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Yeah, and I think I see why you don't have an invoice because it looks like your renewal started start it says your renewal is [PII], so looks like it may be because you're in a renewal hold so let me check the notes and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so I do see in the notes that your group is on a renewal hold so since you're doing your open enrollment like which is your group renewal, we don't, um, invoice you until that's finished because there's usually a lot of changes, um, so we wanna make sure that the invoice is accurate whenever we do send it to you so once your renewal is finished, that's when you'll get your you'll start getting your invoices again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK. Then, um, next question.
[CUSTOMER][NEUTRAL] OK. When do you think that we are going to receive it? Maybe tomorrow? [PII]?
[AGENT][NEUTRAL] Um, you should let me, I'm not sure that would actually be a question for our enrollment team, and I can transfer you over to them if you'd like, and they'd be able to answer any questions about that.
[CUSTOMER][NEUTRAL] OK, please.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. Give me one moment. Let me uh grab someone from enrollment, OK?
[CUSTOMER][POSITIVE] Mhm. Thank you very much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL sales, this is [PII].
[AGENT][NEUTRAL] Hey, uh, [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I have a group on the line that has a question about their enrollment, but I didn't see in the tree, like I thought it maybe it would be like new business, but I, I don't see that in the directory. Is that, would that be you guys that can help or get them to.
[AGENT][NEUTRAL] Um, new business.
[CUSTOMER][NEUTRAL] Um, like what type of questions?
[AGENT][NEUTRAL] Um, it's about their renewal. Um, they said that they hadn't, uh, received like any information about their renewal or no one had contacted them. And I do see that they, because they are in renewal. Their renewal is May and looks like they were placed on a renewal hold in.
[AGENT][NEUTRAL] February, um, and they're still on a renewal hold.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] It's 23293.
[CUSTOMER][NEUTRAL] The prime health physicians?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Where is
[CUSTOMER][NEUTRAL] The renewal hold.
[AGENT][NEUTRAL] Um, in the notes it shows when uh they were placed on a renewal hold, um.
[AGENT][NEUTRAL] 210
[AGENT][NEUTRAL] And their renewal date in [PII] is [PII].
[CUSTOMER][NEUTRAL] OK, I'm gonna have to send this. You can send it to me, but I gotta send it to somebody else. Oh well.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] I'm gonna have to take their information.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] the person that works, that group is on lunch, uh, cause we all have our own specific states. So I can kind of try to guide them, but I don't really know much in [PII] cause most of my groups are [PII], and they kind of have like they're in [PII] and they kind of have like their own rules. Um, and I know NAS has its own set of rules.
[CUSTOMER][NEUTRAL] Um, I guess pass it to me and I'll just take their contact info and then just call them back.
[AGENT][NEUTRAL] OK, and who we have it is uh one of the group admins and her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm gonna go ahead and send.
[AGENT][NEUTRAL] Hi [PII], are you still there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK. I have um [PII] on the line. Um, she's gonna get some information from you and uh get someone to reach out, uh, regarding this, um, your renewal, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, how are you?
[CUSTOMER][NEUTRAL] I'm doing fine.