AccountId: 011433970860
ContactId: 28a685c2-7da8-4b08-bcea-1c5b219956a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215929 ms
Total Talk Time (AGENT): 78087 ms
Total Talk Time (CUSTOMER): 108611 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/28a685c2-7da8-4b08-bcea-1c5b219956a2_20250107T15:37_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes [PII], um, I pay bills for um.
[CUSTOMER][NEGATIVE] My boss and he, I, since I've been with him, I've been paying these invoices and uh obviously I haven't paid anything in the last 4 months because I guess I don't get the invoices anymore. I mean they just mailed directly here. I get it, I pay it and he came to me yesterday and asked me to look and I, my last payment to y'all was back in August so I wanted to see where y'all mailing it and if we could get this back.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I'd love to take a look at that. Do you have that group number?
[CUSTOMER][NEUTRAL] Like um
[CUSTOMER][NEUTRAL] Policy number is 00604098.
[AGENT][NEUTRAL] You said 60498?
[CUSTOMER][NEUTRAL] 604-098.
[AGENT][NEUTRAL] Alright, and then is that your individual policy number or is that the group number like for the employer?
[CUSTOMER][NEUTRAL] Oh, I guess it's just his yeah, the insured [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So we're calling about payment on an individual policy and not an employer group. I just wanna make sure I'm getting this right.
[CUSTOMER][NEUTRAL] Oh, yeah, yes, yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All righty, um.
[AGENT][NEUTRAL] And what is your name, my friend?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK. Miss [PII], I don't know if I'm gonna be able to help you out today. I'm probably gonna have to speak to [PII] himself because I don't have you listed on the account. I'm so sorry.
[CUSTOMER][NEUTRAL] Oh, OK. Well, that, that's perfectly fine. No, that's OK. He's out of town, but let me give you his cell or you can email him and y'all can get that straight. He just asked me before he left if I'd call. I said, sure.
[CUSTOMER][NEUTRAL] But no, that's fine.
[AGENT][NEUTRAL] OK perfect I can definitely send him an email just letting him know that we would need to speak to him on that information just because we don't have you on the account and I can also send him a form he can fill out um to allow you to speak on behalf of the account for and to call if he chooses.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Uh, yeah, and yeah, yeah, if he chooses, but that might not be necessary. I just don't uh understand. I mean, I used to get invoices just every month and I pay it and.
[CUSTOMER][NEGATIVE] You know, I just didn't realize but no I hadn't paid anything since August, but it's obviously because I'm not getting the mail, get the invoice.
[AGENT][NEGATIVE] OK, yeah, I'm so sorry I, I genuinely don't.
[CUSTOMER][NEUTRAL] I don't, does, does it have an ad?
[CUSTOMER][NEUTRAL] Does it have, uh, can you just verify our work address, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But otherwise, yeah, you just call him.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, I do have that address and so I guess I I'm so sorry.
[CUSTOMER][NEUTRAL] That's OK. I mean.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, you, you call him and y'all, y'all get that going that's fine. I just, um, he like I said, he just asked me to call.
[AGENT][NEUTRAL] I will, and
[AGENT][POSITIVE] I really appreciate that. um, I, I, it looks like the address is right, but I will just reach out to him.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure. Thank you so much.
[CUSTOMER][NEUTRAL] OK, uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.