AccountId: 011433970860
ContactId: 36360096-b5f8-47eb-8cca-8ff5af875536
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526369 ms
Total Talk Time (AGENT): 227554 ms
Total Talk Time (CUSTOMER): 121576 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/36360096-b5f8-47eb-8cca-8ff5af875536_20250206T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi [PII], I wanna check on my invoice if it, uh, because I think this is supposed to be paid automatically. You guys were setting that up just recently or not see what the situation is.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEGATIVE] Not to pay now.
[AGENT][NEUTRAL] OK, so what is your group number?
[CUSTOMER][NEUTRAL] Uh, group number, good question. Um, let me double check here real quick.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Apologize.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 800887.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], let me just verify some information with you please. um, can you verify your group address and your email address please?
[CUSTOMER][NEUTRAL] Email should be [PII] and uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The address of the business is [PII].
[AGENT][NEUTRAL] OK thank you um and it looks like the number you're calling from is the number we have on file for the group and that's still a good number, right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK perfect um and so I noticed that you said um the the payments should be on auto pay um but we don't offer an auto pay feature for groups so you would have to initiate those payments each month um so you can go online and make those payments in our online service center um or you can initiate an ACH through your bank um and we also have um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A payment flyer that has our mailing address on it if you want to mail a check.
[CUSTOMER][NEUTRAL] Uh, yeah, um, that, that's, I know you guys didn't have that before, so now what it is, I would have to go online and make the payment online if to make it simpler, correct? Uh, you will, will, I won't be able to pay now over the phone?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] So we can take a payment over the phone by credit or debit card.
[CUSTOMER][POSITIVE] OK, let's do that if we could.
[AGENT][NEUTRAL] OK, sure, let me get that uh system pulled up real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so let me just get the invoice pulled up so we can see which one we're paying.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so you're wanting to make a payment for that February invoice for 24161, is that right?
[CUSTOMER][POSITIVE] All right, then you did that's outstanding, yes.
[AGENT][NEUTRAL] OK, so yes, February is the only one that's open right now so we'll go ahead and get that one taken care of. Let me put that invoice information in real quick.
[AGENT][NEUTRAL] OK, and this is gonna be for $241.61 and I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the security code?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] OK. And then the last thing is your zip code, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, so I'm gonna go ahead and complete that payment and if you'll give me just a moment I'll give you a confirmation number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], I've got your confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it is 204-894.
[CUSTOMER][POSITIVE] OK, excellent. um, but go ahead.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Mhm oh no I was just gonna say that covers the payment for your February invoice so the group is good until we get March ready.
[CUSTOMER][NEUTRAL] OK, I, I also have an upcoming surgery, I believe on Tuesday, um, those copays should be covered, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I actually don't have um access to the benefit information or what's covered by the policy, but what I can do is get you over to our claims and benefits department and they can um confirm that information with you. Would you like me to transfer you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, I appreciate it thank you.
[AGENT][NEUTRAL] OK, no problem, let me just pull up your policy real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], I have got your policy pulled up so um let me go ahead and get the claims and benefits department on the line and they should be able to answer your benefit questions OK?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright, no problem, just stay on the line for me please.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Try to go to uh.
[AGENT][NEUTRAL] You can go to that.
[AGENT][NEUTRAL] Alright, let me try to tape.
[AGENT][NEUTRAL] Uh, how do you get to the care team?
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good, [PII]. How are you today?
[AGENT][NEUTRAL] Good, I'm doing well, thank you. Um, so just before I give you this information, I wanna make sure you guys can take this call. Um, I couldn't get the med link you on the line. I think everybody is tied up. Can you answer benefit questions?
[CUSTOMER][POSITIVE] I sure can, and it would be my pleasure. What's the policy number?
[AGENT][NEUTRAL] OK, OK, so, um, it is 252-1540.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and it's [PII], so he actually called in. He's the group contact, so I verified the group information because he wanted to make a payment. So I already took care of that, but then he asked me for his individual policy. Um, he, he has a surgery coming up on Tuesday and so he wanted to know, you know, he had questions about a co-pay.
[CUSTOMER][POSITIVE] I will be happy to assist him.
[AGENT][NEUTRAL] OK, um, and so the number he's calling from is his callback number, the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, he can't even make an OSC account because we don't have his email.
[AGENT][NEUTRAL] Um, OK, uh, I wonder it might be the same as the group email.
[CUSTOMER][POSITIVE] I'll, I'll get that and verify it with you. I'll, I'll take care of all that. My pleasure, [PII]. Thank you. Thank you.
[AGENT][POSITIVE] OK, OK, thank you so much, [PII]. OK, here he comes. Mhm.