AccountId: 011433970860
ContactId: 23a6dfe2-1878-4051-af1c-f6d38586530d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475690 ms
Total Talk Time (AGENT): 199370 ms
Total Talk Time (CUSTOMER): 172719 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/23a6dfe2-1878-4051-af1c-f6d38586530d_20250401T12:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling about um an issue we're having with our bill.
[AGENT][NEUTRAL] OK, it's a group.
[CUSTOMER][POSITIVE] And I want to know if you can help me. Yes.
[AGENT][POSITIVE] I sure can. OK. Well, I can definitely help you with the billing. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, um, [PII], and the contact number is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you. And may I have your group number?
[CUSTOMER][NEUTRAL] 176772
[AGENT][POSITIVE] Thank you. Hold on one second.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] My system's going a little slow. I apologize.
[CUSTOMER][POSITIVE] No problem, take your time.
[CUSTOMER][NEGATIVE] It's, it's probably us that's making us going slow because this is.
[AGENT][NEUTRAL] Let me try this. OK, here we go.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hold on one moment, it's coming up.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And it's 17672?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, and I see you here on the list and I just need you to verify the group's name, um, address, and your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] 0 Lord, that's not right. What's the zip code here? 3, I'm giving my home address.
[CUSTOMER][NEUTRAL] What is it [PII]?
[CUSTOMER][NEUTRAL] [PII]. I'm sorry [PII].
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] And what else you, I didn't, I'm sorry, I didn't hear what else you needed.
[AGENT][NEUTRAL] No, you're fine. Your email address, you already gave me the phone number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and [PII].
[AGENT][POSITIVE] Alrighty, and thank you so much for um verifying all the information provided as a verification of benefits, not a guarantee of payment. And then what um issues or questions did you have about the billing?
[CUSTOMER][NEUTRAL] So, I understand we on y'all um emergency list of disconnect. So it says, I was told from my broker, there's a middle person in between us that kind of keeps us on our toes about the bills that we are behind 3 months with you guys.
[AGENT][NEUTRAL] Behind 3 months, let me see, hold on one second.
[CUSTOMER][NEUTRAL] And I have a date where a check was issued for January. Now February and March. I'm trying to get out to you today, but invoice ending in 2, I'm sorry, hold on.
[CUSTOMER][NEUTRAL] That just got lost really quick, um, 6922, um, was paid on the [PII].
[AGENT][NEUTRAL] Hold on one moment, 6922 January.
[CUSTOMER][NEUTRAL] And she's saying that it was, they don't have any records of it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 634-582-2.
[AGENT][NEUTRAL] Oh, you said 6922. Hold on one second.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] 6376922
[AGENT][NEGATIVE] I was gonna say no.
[AGENT][NEUTRAL] 637. Hold on one second.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] I don't even see that.
[AGENT][NEUTRAL] Invoice, OK, let me do this.
[AGENT][NEUTRAL] Let me um call over to group billing and get a group billing representative so they can go through the invoices with you because I don't see a 6922. I do see the um March and April bill. Everything else is paid in full or.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] That's, that's what I thought. So um
[CUSTOMER][NEUTRAL] So do you have a February bill that's due? Can I give you that invoice number? Are you able to see that one?
[AGENT][NEUTRAL] Hold on one second, let me get back to 24. So, I went to the bottom.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem, take your time.
[AGENT][NEUTRAL] OK, there goes April, there goes March, and then I'm looking for February.
[AGENT][NEGATIVE] Mm mm, I don't even see, yeah, I'm gonna get group billing because I don't even see a February bill.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that might
[AGENT][NEUTRAL] OK, wait 24.
[AGENT][NEUTRAL] And the only one for 25 I'm seeing is April and March. Uh, yeah, I'm gonna get um group billing. Do you mind if I place you on just a brief hold while I get a rep for you?
[CUSTOMER][NEGATIVE] Absolutely not.
[AGENT][NEUTRAL] OK, um, hold on one moment and before I do that, was there anything else I can help you with? You're welcome.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] No, I just need to make sure we got insurance. I don't want these people coming here fussing at me.
[AGENT][NEUTRAL] Well, I mean, now the group is active.
[AGENT][NEUTRAL] Um, so let me get them to go over the payment. Yeah, let me, let me get them to go over the invoices with you because I see [PII], but I don't see one for 25. I just see March and April. Um, so hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yeah, not, not for long though.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Thanks for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing great [PII] how are you this morning?
[AGENT][NEUTRAL] I'm doing good. Um, I just need, uh, well, this person needs to talk to you. So is group number 17672?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we're speaking with [PII]. She's not on, um, line. She's in the OSC admin for the group.
[CUSTOMER][NEUTRAL] OK. OK. It's 17672.
[AGENT][NEUTRAL] But basically
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's asking about February, well, she said that she was told there's someone like a middleman in between the broker and her, and um they told her that they were that they were 3 months behind.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she's trying to find the February, March and April bill. I see March and April, but I don't see a [PII] bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she wanted to talk about the billing.
[CUSTOMER][POSITIVE] Yeah, I can help her. Yeah, OK, sure, I'll help her. Thank you, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment. You're welcome.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hello [PII].
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Hi [PII], how are you? Hi [PII], I'm doing great. How are you doing this morning?