AccountId: 011433970860
ContactId: 246452bd-216f-4706-b60a-8694b411d823
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414540 ms
Total Talk Time (AGENT): 164341 ms
Total Talk Time (CUSTOMER): 194325 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/246452bd-216f-4706-b60a-8694b411d823_20250226T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I work for the broker's office for Haco Health Solutions. Their account number is [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you really quick in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, you sure can. My number is area code [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and I'll, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can I get your uh email address, [PII]?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][POSITIVE] OK thank you what can we help you with today?
[CUSTOMER][NEUTRAL] Um, I know that um they that Hao received a, uh, overdue notice for their bill, and I am calling because the person that was handling their AP is no longer with them, um, and so I need to find out what we need to do in order to take [PII] off of the account and add the new accounts payable clerk to the account so that she can get a log in and pay the bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Absolutely yes, because um we've got him but we've got uh looks like it's his email attached to this uh group as well so what we would need is uh an email sent to us uh with all of the information that's needing to be changed so the contact and then of course the email's probably the biggest ones um let me know when you're ready and I'll give you that email address.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I know that they are overdue right now. Can they call and make a payment like do they have a, do they have it set up where you they just have to call and say I'd like to make a payment and they have the account.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] They can do that. Um, we've got, so [PII] as a contact we've also got, um, I'm not sure how to say it, is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] OK, I don't know it might be I, I know that she's, I don't, I think [PII]'s still there, but [PII] is the accounts payable girl that's going to be calling in, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, OK, uh, they can definitely I think that's OK as long as they have that invoice number they're able to verify the information for the business.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, let me make sure I can give her the right invoice number, um, and make, I'm gonna make sure I have it because I can look up their bill on my side and I can help them get this taken care of. Well, yeah, um, let's see, I think I can look at invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, search, maybe I, maybe I can't see their invoice.
[CUSTOMER][NEUTRAL] Can you tell me the right invoice number? All I can look is their enrollment.
[AGENT][NEUTRAL] Um, let me see. Give me just a moment.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure that's something that I can see [PII]. I did just try look and I see the ones that have been paid, um, but I can uh reach out to our billing department and get that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just a moment I'm just gonna put you on a brief hold.
[CUSTOMER][POSITIVE] OK, great, thanks.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling ATL. This is. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing all right um I've actually got a broker on the line uh for a group, um, I guess they're going through some changes and, um, changing staff, and they got an alert that they are behind on other premium and they wanted to know which invoice or invoices uh still need to be paid. I thought I knew where to look, but I don't think I do.
[CUSTOMER][NEUTRAL] Oh no, it's OK. Um, it would be, um, in OSC or in GRMAI, but I'm not sure if you guys can see everything.
[AGENT][NEUTRAL] I looked in the GRMAI that's where I went, but.
[AGENT][NEUTRAL] I don't see, maybe I just don't know what I'm looking for.
[CUSTOMER][POSITIVE] Yeah, you have to, it'll show like it shows outstanding invoices last so you have to like press enter to go all the way to the end to see what's happening.
[AGENT][NEUTRAL] Oh, I thought it'd be right at the front. Oh.
[CUSTOMER][NEUTRAL] Yeah, like it goes like by what's most recently paid at the.
[AGENT][NEUTRAL] Oh, I see the, the date, it's the [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But it's OK. I can uh take a look at it. What's the group number?
[AGENT][POSITIVE] Um, 24419. I appreciate you letting me know that.
[CUSTOMER][POSITIVE] No problem for [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, you're OK. I'm surprised not everybody's sick, as crazy as the weather's been.
[CUSTOMER][NEUTRAL] Um, who do we have on the line? What's the broker's name?
[AGENT][NEUTRAL] Uh, her name is [PII]. I was able to verify her info.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yea[PII], you can go ahead and send her over.
[AGENT][NEUTRAL] OK, and just to make sure though, um, so any of the ones that say that weird date, the [PII] or on bill, those are ones that have yet to be paid.
[CUSTOMER][NEUTRAL] Uh, yeah, if it has, if it doesn't have, hold on, let me pull it up so I can see what call it missing.
[CUSTOMER][NEUTRAL] 24419.
[CUSTOMER][NEUTRAL] In the status, uh, like, or in the, um, see all way to the end.
[CUSTOMER][NEUTRAL] Alright, so, uh, in the, do you see where it says pay code, um, and that's the end there's 3 that don't have a pay code.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and, uh, that means that it hasn't been paid yet and like you can look at also look at like the process date, the collected amount like if that stuff is blank then it hasn't been paid yet.
[AGENT][POSITIVE] OK, OK. I appreciate you letting me know. I always thought it populate right at the front, so that was my problem. All right, well, I can send her over to you. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, bye.
[CUSTOMER][NEUTRAL] Bye.