AccountId: 011433970860
ContactId: 2df03262-7bc4-4271-8187-c498235af4f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1584500 ms
Total Talk Time (AGENT): 572369 ms
Total Talk Time (CUSTOMER): 505459 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/2df03262-7bc4-4271-8187-c498235af4f6_20250122T17:04_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Mole Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I've got um the owner, Mr. [PII] on the phone. His name is [PII]. He's with group number 24872. His wife [PII] was doing.
[CUSTOMER][NEUTRAL] Their office work and he said she's no longer doing the office work and there's some confusion about.
[CUSTOMER][NEUTRAL] Invoices that have been paid and haven't been paid and he's just needing to know what he needs to do to get his policies, his uh group caught up on their payments and he just needs some help.
[CUSTOMER][NEUTRAL] And his uh callback number.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And he did verify the physical address for the group.
[AGENT][NEUTRAL] And you, what, what's his name?
[CUSTOMER][NEUTRAL] His name is [PII]
[AGENT][NEUTRAL] OK, and you said that that is policy, I mean group number 24872, and a good callback number is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That group is lapsed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for them to get reinstated, they're gonna have to go to
[AGENT][NEUTRAL] Broker resources.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so let me go ahead and transfer him over to broker resources. I'll get back to him and let him know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, cause.
[CUSTOMER][NEUTRAL] That I'm going to transfer.
[AGENT][NEUTRAL] For them to get reinstated they would have to go through them.
[CUSTOMER][NEUTRAL] OK, alright, well I'm sorry, [PII], I'm gonna go ahead and swap, let him know what I'm doing and get him over to broker resources.
[AGENT][NEUTRAL] Don't be sorry.
[AGENT][NEUTRAL] Wait, wait, wait, wait. Let me make sure.
[AGENT][NEUTRAL] Let me double check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I wanna make sure because it looks like it's I don't see any invoices out there and we haven't received anything since.
[AGENT][NEUTRAL] July, I mean, June.
[AGENT][NEUTRAL] Because I don't wanna tell you something wrong.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] He said that they paid for.
[CUSTOMER][NEUTRAL] He thought it was October.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] October, November, December but it was actually for June July, oh wait, May, June and July.
[CUSTOMER][NEUTRAL] That he and there he was just a little confused on payments and he just needs help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Send him over and I'll, I'll see what I can do, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause
[AGENT][NEUTRAL] Yes, send them over.
[CUSTOMER][POSITIVE] OK, thanks for that. Hm, bye-bye.
[AGENT][POSITIVE] You're welcome bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. um, [PII] said that you are calling to get caught up on your group. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, it's, uh, we thought we were caught up um we sent a check and then they came back and said that that's for the prior quarter and I'm just trying to see where, where we screwed up or who screwed up.
[AGENT][NEUTRAL] OK. 06, is that correct?
[CUSTOMER][NEUTRAL] Does that make sense to you?
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Well then
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] I said and I understand a good callback number just in case is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Right, that's my cell number, right?
[AGENT][NEUTRAL] OK. And um
[AGENT][NEUTRAL] Let's see what we have here.
[AGENT][NEUTRAL] And you said you, when did you send that check?
[CUSTOMER][NEUTRAL] When do we send that check?
[CUSTOMER][NEUTRAL] Well, we sent one of them. It was $532.80 on [PII]. Check 1632.
[AGENT][NEUTRAL] That was 5:32, what?
[CUSTOMER][NEUTRAL] Check number 1632.
[AGENT][NEUTRAL] For the amount?
[CUSTOMER][NEUTRAL] Amount 500 $532.80.
[AGENT][NEUTRAL] OK, and the date on that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me see.
[AGENT][NEUTRAL] OK, one moment, I'm looking at this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Bless you.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Alright, I do see that check.
[AGENT][NEUTRAL] And we're needing September through December.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Are you seeing that, [PII]?
[AGENT][NEUTRAL] I am, I am just one moment, let me see what we need.
[CUSTOMER][POSITIVE] All right, good.
[AGENT][NEUTRAL] To get you called up.
[AGENT][NEUTRAL] September.
[AGENT][NEUTRAL] July, August, September, October, November, December.
[CUSTOMER][NEUTRAL] And I also want to change the administrator to me.
[AGENT][POSITIVE] OK, I'll need something in writing for that if you can do that, we can get that taken care of as well.
[CUSTOMER][NEUTRAL] Well, we'll do it on my letter head.
[AGENT][NEUTRAL] Uh, you can send an email.
[CUSTOMER][NEUTRAL] Where do I send
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] To our care team.
[AGENT][NEUTRAL] Or Don I can and just, just so we would have just letting us know that we, we have documentation just letting us know.
[AGENT][NEUTRAL] And she can send it to and I can give you that email address.
[CUSTOMER][NEUTRAL] Can we just say down? Yeah.
[CUSTOMER][NEUTRAL] Well, you can leave Dinah on just add me, is it easier just to leave her on and add me or take her off and add me?
[AGENT][NEUTRAL] And she can add you as a user on our online service center and um.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All she has to do is go on there and did she check the manage users and add you as a user.
[AGENT][NEUTRAL] OK, so the amount needed for September, October, November, and December is $1,065.60.
[CUSTOMER][NEGATIVE] How did that happen? We were just, we're just told it was 500 and we thought we had sent the money in for $500. So how could we possibly owe 1000 now?
[AGENT][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] I tell him.
[AGENT][NEUTRAL] The 5:32.
[CUSTOMER][NEUTRAL] It's got no correspondence that for mine.
[AGENT][NEUTRAL] The 5:32, the 53,280 paid the September, I mean, the, uh, I mean, July and August.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] How we might be that far behind and not get any correspondence.
[AGENT][NEUTRAL] Um, you should have received some an email.
[CUSTOMER][NEUTRAL] Yeah, where is it going to?
[AGENT][NEUTRAL] Uh, let's see the email that we have on file for this.
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Guerrero
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 24 hours it's that's [PII]'s email. It's not a business email we need to send it to to our business account.
[AGENT][NEUTRAL] OK, like I said, if you can send us an email on that as I mean just letting us know to get that changed and updated we can do that.
[CUSTOMER][NEUTRAL] And where does it go to? What [PII]?
[AGENT][NEUTRAL] [PII] team.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we can get that updated. So, let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] Do you want to put that on the credit card or?
[CUSTOMER][NEUTRAL] Yeah, pull on the credit we could pay we can pay on the credit card right now.
[AGENT][NEUTRAL] We can take a credit card over the phone.
[AGENT][POSITIVE] OK, that's fine. We can do that. That's not a problem. Let me get that call uh brought up for us so we can do that.
[CUSTOMER][NEGATIVE] I don't understand how happening [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, what they were doing is they were
[CUSTOMER][NEGATIVE] Giving the information to [PII]'s account and [PII] don't do shit with it.
[CUSTOMER][NEUTRAL] Send the request.
[CUSTOMER][NEUTRAL] To them with [PII] in on our in here [PII].
[CUSTOMER][NEUTRAL] [PII] and then make the request to add me on. Yeah, she's on the uh Gmail account right next generation.
[CUSTOMER][NEUTRAL] So it's going to her personal email.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Just one moment, I'm getting that information up.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now if we go on the website, will we be able to see all the payments that we've made?
[AGENT][NEGATIVE] Now unfortunately since those invoices are not out there.
[AGENT][NEGATIVE] They will not show on that on on the online service center.
[AGENT][NEUTRAL] Um, but after we.
[CUSTOMER][NEUTRAL] Will it show any payments that we've made?
[CUSTOMER][NEUTRAL] We just only be making double payments.
[AGENT][NEGATIVE] Um, it will not show.
[AGENT][NEGATIVE] The manual payments like this, it will not show on the online service center.
[AGENT][NEUTRAL] But you will get a confirmation. You should get it.
[AGENT][NEUTRAL] On here.
[CUSTOMER][NEUTRAL] So how do we know that we're paying now?
[CUSTOMER][NEUTRAL] So how do we know we're not overpaying now?
[AGENT][NEUTRAL] Each invoice.
[CUSTOMER][NEUTRAL] Who's got like the.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] And how do we know that we're not overpaying now?
[AGENT][NEUTRAL] OK, now on the online service center it shows that the last invoice that was paid.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And process through the online service center.
[AGENT][NEUTRAL] was on [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And that was the June invoice?
[AGENT][NEUTRAL] The check that you sent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for the 5:32 80 is for July.
[CUSTOMER][NEUTRAL] The guy is still with him.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Now I'm talking to um [PII] of the our accountant.
[CUSTOMER][NEUTRAL] Um, so I thought was paying it every month. Our account was supposed to be paying it every month.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I do, I, I don't know what to tell you about that.
[CUSTOMER][NEUTRAL] Yeah, no, that's right. And then did you get the uh check for 26,640?
[AGENT][NEUTRAL] The check for 26,640.
[AGENT][NEUTRAL] When was that?
[CUSTOMER][NEUTRAL] Yeah, on [PII].
[AGENT][NEUTRAL] I do not see one for [PII] uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, it was sent out January what?
[CUSTOMER][NEUTRAL] 9 check number 1634.
[AGENT][NEUTRAL] I am not showing that.
[AGENT][NEUTRAL] OK, so you say, uh, this will get you caught up.
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] $1,065.
[CUSTOMER][NEUTRAL] OK, so the amount that you have, we take, we take the other one off the one you just mentioned, and you just send that and it should be even as of [PII].
[AGENT][NEUTRAL] That yes sir, once we received that check, it will bring you to the January, I mean uh to pay to [PII].
[AGENT][NEUTRAL] So you said you're wanting to make a credit card payment for that amount to get you caught up, is, is that correct?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, but yeah, but we're, we're, we want you to deduct the 100, well, how much is the 182?
[CUSTOMER][NEUTRAL] OK, I have a copy of a check for $266.40. I want that deducted.
[CUSTOMER][NEUTRAL] From the payment that was uh that's due now.
[CUSTOMER][NEUTRAL] So we should be paying somewhere around.
[CUSTOMER][NEUTRAL] No, how, how much was the quote?
[CUSTOMER][NEUTRAL] How much do we owe you right now?
[AGENT][NEUTRAL] Right now to get you paid to [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] is $1,065.60.
[AGENT][NEUTRAL] And that's how much I need to get you.
[CUSTOMER][NEUTRAL] So that includes
[AGENT][NEUTRAL] That does not include January.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So is January due now?
[AGENT][NEUTRAL] Uh yes, sir, it is.
[AGENT][NEUTRAL] And if you sent that check, if you sent that check of 26,640, that will pay your January.
[CUSTOMER][NEUTRAL] All right, so inside there.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alright, that's good.
[AGENT][NEUTRAL] So the.
[CUSTOMER][NEUTRAL] So, um, credit card number?
[AGENT][NEUTRAL] Hold on just a moment. I've got to get this information in first to make sure I wanted to make sure we got the correct amount.
[AGENT][NEUTRAL] I got to get this other information entered. I do apologize.
[CUSTOMER][NEUTRAL] So we're looking good for Friday?
[CUSTOMER][POSITIVE] In what way lunch we got everything.
[CUSTOMER][NEUTRAL] Now, um,
[CUSTOMER][NEUTRAL] Doctor [PII] said that he had sent stuff to uh.
[CUSTOMER][NEUTRAL] Um, jeans that has the different pictures, so we got that that in there too? No, I don't have it. [PII] has it. Alright, let's get that done.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] All right, [PII]. And what is that card number, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 28.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 0020
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna repeat that back to you, and that is [PII], I mean [PII].
[AGENT][NEUTRAL] 2800.
[AGENT][NEUTRAL] 0020.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] And the name on the, uh what's the name on the card?
[CUSTOMER][NEUTRAL] Expiration
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The name on the card is Next Generation [PII] Center on the top line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII] on the next line.
[AGENT][NEUTRAL] OK. Next generation.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] MRI center center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's probably all it will let me take.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] That's the name on the card you said?
[CUSTOMER][NEUTRAL] The name on the card is Next Generation MRI Center.
[AGENT][NEUTRAL] OK, we got that.
[CUSTOMER][NEUTRAL] That's on line 1 and line 2 is my name.
[AGENT][NEUTRAL] OK, it's not gonna let me put another line. If you can get.
[CUSTOMER][NEUTRAL] All right, that's OK. Next generation anymore. I'll go through.
[AGENT][NEUTRAL] OK, and the expiration date, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the, the code on the back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code for that, please.
[CUSTOMER][NEUTRAL] For me because.
[AGENT][NEUTRAL] What's the zip, zip code for that card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. So we're making a payment of $1,065.60.
[AGENT][NEUTRAL] On card.
[AGENT][NEUTRAL] Ending in [PII], the expiration date of [PII].
[AGENT][NEUTRAL] The security code is [PII] and the zip code is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right, thank you so much. If you'll hold on just a moment, I will give you an authorization.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] What is that like what is the benefits dental vision.
[CUSTOMER][NEGATIVE] Life insurance and nobody uses for everybody.
[CUSTOMER][NEUTRAL] Yeah, but nobody uses any of it. Yeah. Oh you did yeah.
[CUSTOMER][POSITIVE] And then we're gonna have to take off um we'll probably get a credit.
[CUSTOMER][NEUTRAL] Who? [PII] [PII] and [PII].
[AGENT][NEUTRAL] Hold on just.
[CUSTOMER][NEUTRAL] Oh let's do it while she's on the phone. We have 2 people we gotta take off.
[CUSTOMER][NEGATIVE] They should have been off a while ago, but then again, that's when we don't have the communication with you made it, made it worse, so we wanna get that straightened out and get me on the.
[AGENT][NEUTRAL] OK. And in that email you can also send and say, uh, let us know that those two people need to be taken off and we can handle that as well.
[CUSTOMER][NEUTRAL] The system
[AGENT][NEUTRAL] But we need everything in writing.
[CUSTOMER][NEUTRAL] Yeah, I think [PII] was doing.
[CUSTOMER][NEUTRAL] OK, will we get credit for them?
[AGENT][NEUTRAL] Yes, sir, we can only go back for.
[AGENT][NEUTRAL] 3 months.
[CUSTOMER][POSITIVE] Alright, well it's better than nothing right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that authorization ID.
[CUSTOMER][NEUTRAL] And the list has been more than once a year.
[CUSTOMER][NEUTRAL] And one's almost a year. Yeah, but you kept on.
[AGENT][NEUTRAL] And you can put the um date that they terminated, but they will let you know that they, there's a 3 month credit on that.
[CUSTOMER][NEGATIVE] Yeah, we're gonna do that because we're also gonna tell them that the, the we're getting no correspondence whatsoever at the office. That's why the payments got messed up.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I understand that that's gonna, that will get us uh.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Updated and everything and you would be able to correspond on once we get that updated so that authorization whenever you're ready.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is 08.
[AGENT][NEUTRAL] 1003.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now would you be able to send me a receipt to my email?
[AGENT][NEUTRAL] I can do that.
[CUSTOMER][NEUTRAL] It's info.
[AGENT][NEUTRAL] It's what now?
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII].
[AGENT][NEUTRAL] Dot net
[CUSTOMER][POSITIVE] [PII]. Yes, thank you.
[AGENT][POSITIVE] OK, I can do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see. I want to make sure you got it. So hold on just a moment.
[AGENT][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] Did you get them their W-2 forms? Did you get [PII] and [PII] their W2.
[AGENT][NEUTRAL] OK, I have sent the receipt, so.
[AGENT][POSITIVE] You should be getting that as well.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, is there anything else that I can help you out with today?
[CUSTOMER][NEUTRAL] No, I think we're all caught up.
[AGENT][POSITIVE] All right. And y'all have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You got it so.
[AGENT][POSITIVE] Thank