AccountId: 011433970860
ContactId: 2b436fae-e2df-40c5-b183-16c1fb351bcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 427820 ms
Total Talk Time (AGENT): 94418 ms
Total Talk Time (CUSTOMER): 224013 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/2b436fae-e2df-40c5-b183-16c1fb351bcb_20250528T19:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I am with uh TPA processing. The reason I am calling is there is um a evidently a bad email address that you have that uh is.
[CUSTOMER][NEUTRAL] I received a bill that says an outstanding invoice if I gave you the invoice number, then hopefully uh we can get your error resolved. Can I do that?
[AGENT][NEUTRAL] Um, I don't know that the invoice number will help me, but may I have a good contact number in case we're disconnected and are you calling with a group?
[CUSTOMER][NEUTRAL] Well, evidently I'm a third party administrator for um.
[CUSTOMER][NEUTRAL] A group and I'm receiving your emails telling me that I have an outstanding invoice due which is uh not true so I'm just trying to resolve it to avoid embarrassment on your end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just trying to get the information so I know what to pull up in the system. So you are not with a group?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh yeah, well, I guess let's call it [PII], which is the email uh is heading, that's the heading.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected and then do you have a group number or a policy number?
[CUSTOMER][NEUTRAL] Well, OK, let's go. You asked me two questions here and let's get the first one out of the way 918.
[CUSTOMER][NEUTRAL] 521-60008
[CUSTOMER][NEUTRAL] And again, since I am uh just the TPA and directed to send you all the money, I can give you quite possibly 17948 we're gonna start poking around here on numbers that I see, so does that mean anything?
[AGENT][NEUTRAL] Well, I'm gonna ask you for what I need. So the 17948, what do you, that's a group number?
[CUSTOMER][NEUTRAL] You know, ma'am, again, I see that is on the on the letter it says in response to RE 17948 outstanding invoice.
[AGENT][NEUTRAL] All right, that's the reference number. Thank you. Hold on one moment.
[AGENT][NEUTRAL] OK, and then you said it's being sent to the wrong email address?
[CUSTOMER][NEUTRAL] Well, no, ma'am, we are current with all of our billing and evidently you folks are confused with the money that we're sending so we have what's called a government allotment.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That comes every 2 weeks, so we cannot miss a bill because it's the government.
[CUSTOMER][NEUTRAL] So unless they forget to pay, but your email, pardon me, your letter, which is an attachment.
[CUSTOMER][NEUTRAL] To an email says that the most recent invoice is now available online but it's telling me that.
[CUSTOMER][NEUTRAL] I have a past due outstanding invoice and payment and then the threat comes in that the payment must be received within 10 days of the email to uh prevent an interruption in coverage.
[CUSTOMER][NEUTRAL] So I am just trying to resolve this on behalf of the customers that are doing business with your 5 organizations.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] OK, and [PII], I just need you to verify your email address on file and the phone number on file.
[CUSTOMER][NEUTRAL] Well, my email for which this was sent to is [PII].
[CUSTOMER][NEUTRAL] And I don't know what email or phone number would be on file, but I can tell you that the email from which I'm talking to you on is [PII].
[AGENT][NEUTRAL] All right. And do you mind if I place you on just a brief hold while I get a group billing representative on the line?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I thought you were. OK, thank you, yes.
[AGENT][NEUTRAL] You're welcome. Hold on one moment and thanks for calling APL.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. I have a, he's saying he's a third party, but in line he's he's listed as the group admin, but they um received emails saying that there's an outstanding balance, and he's saying that that's wrong, but
[AGENT][NEUTRAL] We have a few. Um, it's 17948.
[CUSTOMER][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] NASA TPA.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, it doesn't look like we've received anything since [PII].
[AGENT][NEUTRAL] April. OK. Alright, so I'm just making, I didn't say nothing to him, but I'm looking like, wait a minute.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Come on let's see, um, last thing we received was [PII]. You can send it to me. Who's on who is it?
[AGENT][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] Alright you can send it to me.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hey, [PII], like she said my name is.