AccountId: 011433970860
ContactId: 38f09ad3-3e08-495a-85f0-c70d8984f722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235419 ms
Total Talk Time (AGENT): 125878 ms
Total Talk Time (CUSTOMER): 92575 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/38f09ad3-3e08-495a-85f0-c70d8984f722_20250106T22:54_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] calling from US Health Center, and I received an email, um, regarding an invoice that's due, and I am just confirming what that is for.
[AGENT][NEUTRAL] OK, sure, I can assist you. And what's the group number?
[CUSTOMER][NEUTRAL] Uh, I haven't opened it up because I'm not sure what this is.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's US Health Center.
[AGENT][NEUTRAL] Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I know what this is for, but we're new and I don't wanna click on anything until I verify that it's legitimate.
[AGENT][NEUTRAL] OK. And when you receive the paperwork or whenever you established the group with us, you didn't get like a group number?
[CUSTOMER][NEUTRAL] Well first of all, who is APL?
[AGENT][NEUTRAL] American public life, we do insurance like secondary insurance, we do uh gap insurance, indemnity, life insurance.
[CUSTOMER][NEUTRAL] Critical type cancer type can type policies. OK, then I know what it's for. All right, I just wanted to confirm it just was pretty big on the email, so OK.
[AGENT][NEUTRAL] Mhm. Yes. Mhm.
[AGENT][NEUTRAL] Um, do you need me to check on it just to make sure that um it's a correct invoice or anything like that?
[CUSTOMER][POSITIVE] Uh, sure, if you can, that would be great.
[AGENT][NEUTRAL] OK, uh do you have the invoice number or the group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because I didn't even know like what it was what this invoice even was or this email was so I'm just trying to figure out.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, I can look up what I think it might be.
[AGENT][NEUTRAL] OK, I think I found it. Let me just go ahead and pull this up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean we would have just gone live like [PII] so it's it's new.
[AGENT][NEUTRAL] OK. All right. Um, let's see.
[AGENT][NEUTRAL] Mhm. OK, what is the mailing address for verification?
[CUSTOMER][NEUTRAL] Um, it's [PII]. The PO box is [PII].
[AGENT][NEUTRAL] OK. Um, we have the [PII].
[AGENT][NEUTRAL] And when you said the PO box.
[CUSTOMER][NEUTRAL] Yeah, make sure you get the PO box on there, otherwise we won't get anything that's mailed to our street address.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, yeah, in order to change that, we need an email to be sent to change that address. We cannot change it just by phone for security. OK, all right, um, so I'm looking at the policy. Let me look at the notes really quick, renewal status to hold, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, so it was on the renewal. It was just released out of renewal and that's why it's asking for the payment. So yeah, that is um the correct um email that we sent for payment. It was recently.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Completed, OK? So, um, if you want to change that address, you can go ahead and reply to that um email that you receive and let us know that you need to change that address to a PO box and we'll go ahead and take care of that for you, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I appreciate your help. Thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Mm, not at this time but thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] You're welcome. Bye bye.