AccountId: 011433970860
ContactId: 325b2e7b-cd5e-4a98-a7e1-e927efb4087d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262779 ms
Total Talk Time (AGENT): 72056 ms
Total Talk Time (CUSTOMER): 127698 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/325b2e7b-cd5e-4a98-a7e1-e927efb4087d_20250219T19:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], you said [PII], right? I can't hear you.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, hey, [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a group, um, a group admin on the other line. She's wanting to know if she pays December and the outstanding invoices by check if um she wants to make sure there's no lapse in coverage or anything.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It's 17,950.
[AGENT][NEUTRAL] And who do you have on?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Who do you have on the line?
[CUSTOMER][NEUTRAL] We have [PII] on the line.
[AGENT][NEUTRAL] That, OK.
[AGENT][NEUTRAL] Um, yeah, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] Oh, OK, um, hold on one moment, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me tell her I'm transferring because I didn't know I was transferring. Hold on one second, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thanks so much for holding. I have [PII] on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing well. Uh, so I understand that you, uh, had a question about, um, submitting payments and, um, just making sure that there wouldn't be, there's no lapse in coverage or anything like that. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, and I'm thinking maybe this happens every year, um, I guess when it renews or whatever and we don't get a payment or notification for a couple of months and I just, we just got February and I went back and looked in the system. I'm like oh my gosh, I never got December and January.
[CUSTOMER][NEUTRAL] So but I printed them offline, but I, you know, and I haven't got a reminder and we haven't gotten anything in the mail either so I just wanna make sure that nothing's gonna lapse, you know, if we just pay them all at one time with a an actual check.
[AGENT][NEUTRAL] Yeah, yeah, that's fine and just to, just to clarify, you can see all three invoices now in the.
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] Online service center, right? OK.
[CUSTOMER][NEUTRAL] Yeah yeah
[CUSTOMER][NEUTRAL] Yes, yes, yeah, I see him now. I just wanted to make sure.
[CUSTOMER][NEUTRAL] And I was thinking that, you know, I'm assuming it was something on y'all's end that they just had not been generated yet I guess.
[AGENT][NEUTRAL] Yeah, whenever you're um
[CUSTOMER][NEGATIVE] Because we've not gotten anything.
[AGENT][NEUTRAL] Whenever your group is in renewal, um, we don't, we won't bill you because typically like rates change and stuff like that and it's like uh enrollment time so we don't bill you because we don't know what we're gonna be billing for yet.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] So that'll be annually, that'll happen around your renewal time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yeah, and I, I always forget that until it happens each time I'm like, oh, you know what I think and I, and I pay so many when I'm missing one, it just doesn't jump out at me because we have so much insurance we pay.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hard to know when you're missing one. So, OK, alright, so I like I said, I, I go online and I, you know, so I'll select each one and I'll process it and let it know I'm gonna send an actual manual check for him, but I just wanna make sure nothing's gonna lapse or anything, so we'll be good, right?
[AGENT][POSITIVE] Yep, you're all good and I'll also notate that in your account as well.
[CUSTOMER][POSITIVE] OK sounds good alrighty thank you so much.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That'll do it thank you very much.
[AGENT][POSITIVE] All right. No problem. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.