AccountId: 011433970860
ContactId: 3a2bf20c-2d7a-44fc-b2ae-3c4efb4578d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502880 ms
Total Talk Time (AGENT): 270617 ms
Total Talk Time (CUSTOMER): 203365 ms
Interruptions: 6
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3a2bf20c-2d7a-44fc-b2ae-3c4efb4578d8_20250203T19:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I'm calling because um we uh renewed the contract and I haven't seen any uh I go online and make a payment and um and there's no invoice none for January and none for February so we're going like on 2 months and I don't know if we even have a service because we're deducting it from the employees.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But obviously if I I can, yes, go ahead.
[AGENT][POSITIVE] Cool
[AGENT][NEUTRAL] No, that's OK so you're just calling to check on the status of the invoices since you all just went through renewal because you're not seeing them yet in the portal, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, sir. Well, I can, I can take a look at that for you and help you with this. Uh, first off, who am I speaking with?
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Oh, you're speaking with [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, and the group number, please?
[CUSTOMER][NEUTRAL] Give me one sec.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The group number is 17143.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, [PII], to get the group's information pulled up. I will have to verify several things with you first, for security purposes.
[AGENT][NEUTRAL] So if you could first please verify the name of the group.
[CUSTOMER][NEUTRAL] I'm sorry, the name, it's we're under, uh, South Florida Jail Ministries DBA Agapi Network.
[AGENT][POSITIVE] Thank you. The mailing address for the group?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] 70 you guys were supposed to update the zip code. You have the wrong zip code.
[AGENT][NEUTRAL] OK, so I do see that that's not the zip code that we have on file. Who's the primary contact?
[CUSTOMER][NEGATIVE] Yeah, I know you have 33 you have you have [PII] which is incorrect.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and do, when, when was the, well, let's go ahead and finish verifying what I have on file at the moment. um, so who is the primary contact for the group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I guess that'll be [PII]. She's our HR manager, [PII].
[AGENT][NEUTRAL] OK, and what is
[CUSTOMER][NEUTRAL] Oh, you have a maybe.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] What is the need's email address?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It's going to be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then your email address please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the very last thing to verify is gonna be the phone number, the, the primary number that we would have on file for the group.
[CUSTOMER][NEUTRAL] It'll be the same thing [PII]. That's our that's our company number.
[AGENT][NEUTRAL] OK, you had given me a different number. You gave me [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, did I misunderstand the phone number you gave me initially when I asked for a callback number? Because you said it was [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, no, no. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry if I said [PII], I'm sorry.
[AGENT][NEUTRAL] OK, so it's your phone number is the [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Right, right. Yeah, yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so I can see that a court, OK, so do you know when the email was sent to have the zip code updated?
[CUSTOMER][NEGATIVE] I last time I called, I didn't send an email. I called.
[AGENT][NEUTRAL] OK, cause I do still show that it has the [PII]. Let me look. Um, give me just a moment.
[CUSTOMER][NEUTRAL] I'm you can Google all address. It can't be I'll, they'll tell you [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so you just need to send and I'll give you the email address for you to send the email to to request that that be corrected.
[CUSTOMER][NEUTRAL] Is that is it [PII]?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, sir. It's going to be [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII], OK?
[CUSTOMER][NEUTRAL] OK, hold on a second. Let me give me one second [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII] OK.
[AGENT][NEUTRAL] Mhm. Yeah. And just ask that the um, yeah.
[CUSTOMER][NEUTRAL] Care [PII], [PII]
[AGENT][POSITIVE] Yes, care. Like I care about you, yes. [PII] Mhm.
[CUSTOMER][NEUTRAL] Right. Yeah, yeah, [PII] [PII]
[CUSTOMER][NEUTRAL] [PII], OK, [PII], got it.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] [PII] now I can see the um data that the group is currently still showing in the renewal process that it hasn't been fully completed yet, which is why.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Why, why was it just you already had the same thing, why it was, it's, it's not like we changed anything. Like I don't understand.
[AGENT][NEUTRAL] Right, I
[AGENT][NEUTRAL] Have you spoken with your agent? Now, I'll be happy to try and connect you over to someone in our broker resources division, but that's all of the information that I can see is that the group is in renewal.
[CUSTOMER][NEUTRAL] Yeah, I just wanna make sure that these people, if they, I, I don't, there's like a gap insurance so I don't know what they're gonna need it or not, but.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] OK, so yes, I'll be happy to, to connect you over to find out.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What the status of that is? Sure. And is there anything else I can help you with before I do that?
[CUSTOMER][POSITIVE] Alright, that sounds good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, I just don't want somebody to have to go, uh, you know, make a claim and all of a sudden there's, you know, they're not covered, you know.
[AGENT][POSITIVE] Correct, yes, so I totally understand. So I'll be happy to connect you with someone who can give you more information regarding that.
[AGENT][POSITIVE] And if that is all I can help you with, thank you again for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Uh, you're very welcome. So, one moment, please.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. How are you?
[CUSTOMER][NEUTRAL] Good, how are you? I haven't talked to you in a while.
[AGENT][POSITIVE] I'm uh no, I miss talking to you. Um, I'm good. How are you?
[CUSTOMER][POSITIVE] Good, good. I'm doing good.
[AGENT][NEUTRAL] Well, I have one of the authorized contacts on the for a group on the line. The group number is 17143.
[CUSTOMER][NEUTRAL] Mhm. Sure. OK.
[CUSTOMER][NEUTRAL] Alright, let me pull that up. Give me just a second here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Good thing. OK, uh, South Florida Gel Ministries DBA Agape network, OK.
[AGENT][NEUTRAL] Yes. Mhm. And I have [PII] on the line. He is one of the authorized contacts in the OSC, but he's calling because he's concerned that the the they didn't have their invoices and I can see the group is still in renewal, so he's just wanting to make sure that there's not anything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] You know, as to why this is still on hold and not completed because he's concerned that employees may be needing to file claims and not be, you know, able to do that so.
[CUSTOMER][NEUTRAL] Oh, gotcha.
[CUSTOMER][NEUTRAL] Mhm. Right.
[CUSTOMER][NEUTRAL] Yeah, and everything is on hold. OK, it makes sense. OK.
[AGENT][NEUTRAL] Um, everything, right, and he's full. I verified all the group's information with him. His phone number is the same as the group and his extension is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII] the extension OK perfect alright alright.
[AGENT][NEUTRAL] Mhm. Yes, ma'am. All right. Are you ready to see today?
[CUSTOMER][POSITIVE] Yep I'm ready. Thank you so much.
[AGENT][POSITIVE] Thank you so much, [PII]. Have a great afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.