AccountId: 011433970860
ContactId: 3a9f0c37-9c38-4407-9e43-992060079293
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 752130 ms
Total Talk Time (AGENT): 323475 ms
Total Talk Time (CUSTOMER): 296340 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/3a9f0c37-9c38-4407-9e43-992060079293_20250227T21:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] with Southern University.
[CUSTOMER][NEUTRAL] I received the address change from Miss [PII] telling us where to mail our future um payments.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I just received the payment that we mailed saying that returned to center.
[CUSTOMER][NEUTRAL] Um, unable to forward and it was, it was sent to American Public Life Insurance Department [PII].
[CUSTOMER][NEUTRAL] It was sent by certified mail.
[CUSTOMER][NEGATIVE] And we just got it back in the mail saying that uh returned to center refused, unable to forward.
[AGENT][NEUTRAL] OK. All right. Are you the administra so you're calling to verify the address that the payment should be mailed to, is that correct?
[CUSTOMER][NEUTRAL] Yes, we received this, yeah, we received this address changed from Ms. [PII] on [PII].
[AGENT][NEUTRAL] OK. All right. And [PII], what is uh your last name again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the group number?
[CUSTOMER][NEUTRAL] Not that I don't know. I'm gonna have to let me see.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 87887.
[AGENT][NEUTRAL] 87877. OK, thank you. Give me just a moment please to get the group's information pulled up and then I will need to verify some things with you, [PII].
[AGENT][NEUTRAL] For security?
[AGENT][NEUTRAL] So first off, um, what is the address for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the primary contact for the group?
[CUSTOMER][NEUTRAL] Uh, I'm not sure if you have, uh, [PII], [PII], or [PII].
[AGENT][NEUTRAL] OK, what is, um, what is [PII]'s email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the primary contact phone number for the, we would have on file for the group?
[CUSTOMER][NEUTRAL] Uh, you can try [PII].
[CUSTOMER][NEUTRAL] Or [PII]. I'm not really sure which one you have they have out there.
[AGENT][NEUTRAL] OK, now that's
[CUSTOMER][NEUTRAL] This has to be one of those.
[AGENT][NEUTRAL] OK, so those numbers aren't matching what we have on file, those two numbers you just gave me.
[CUSTOMER][NEUTRAL] [PII] is 915.
[AGENT][NEUTRAL] This one ends in an 80.
[AGENT][NEUTRAL] No, ma'am, this one ends in an 80.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Let me see, do you have?
[CUSTOMER][NEUTRAL] Wait, uh, let's see.
[CUSTOMER][NEUTRAL] I have no idea what number y'all have out there. Let me see.
[CUSTOMER][NEUTRAL] So all the other information I gave you was uh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] I guess I'll see what number they have on there 80.
[CUSTOMER][NEUTRAL] Let me see what trace the old number was.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Now,
[AGENT][NEUTRAL] I will be limited OK so you're just wanting to verify what the correct mailing address is?
[AGENT][NEUTRAL] Because you're not listed currently GD as a contact for the group, so I can't provide any other information.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] I can verify the address, but that, that will be all I can tell you.
[CUSTOMER][NEUTRAL] OK, we, I sent an email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On [PII] to [PII] asking that y'all to update the contact persons.
[CUSTOMER][NEUTRAL] For group number 8789.
[CUSTOMER][NEUTRAL] And the contact person was to put [PII] as HR director [PII] as the uh specialist and to remove [PII] and [PII].
[AGENT][NEUTRAL] OK, you just, now you just said that you signed up for group number 8789.
[CUSTOMER][NEUTRAL] Now that was sent, hm.
[CUSTOMER][NEUTRAL] 87887.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, and they responded back to me.
[CUSTOMER][NEUTRAL] That they
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mm, excuse me.
[AGENT][NEUTRAL] OK. So what I'm going to do.
[AGENT][NEUTRAL] is to connect you because I can see where we've received.
[AGENT][NEUTRAL] That email, I can connect you over Judy to.
[AGENT][NEUTRAL] Group to the actual billing division.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, basically what I need right now because the check that we mailed to you all at the beginning of February has returned and it was mailed to the address that Miss [PII] emailed us and asked us to mail it to.
[AGENT][NEUTRAL] Mhm. And again,
[CUSTOMER][NEUTRAL] And so, hm.
[AGENT][NEUTRAL] What was that address again now that I have the group's information pulled up?
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] And we received that email from her.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me go back to it.
[AGENT][NEUTRAL] Did it have a department number on that email that you received?
[CUSTOMER][NEUTRAL] [PII] department number 960641.
[AGENT][NEUTRAL] OK, so what I'm going to do in this, in this case, [PII], I'm gonna transfer you over.
[AGENT][NEUTRAL] To the um someone that actually works in that department on that team because that is the correct information that department number that [PII] number, the only thing that you didn't have on the zip code that you just read to me was the last four digits [PII].
[CUSTOMER][NEUTRAL] I did have that on them. I do have it on there it is um.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] American Public Life Insurance department number [PII].
[AGENT][POSITIVE] Yes, ma'am, and all of that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEGATIVE] I'm gonna uh make a copy of this and just put it in another envelope and try to resend it again but you can go ahead and transfer them because what's gonna happen is people I don't want American public to to cancel people coverage saying that we're not paying their stuff in the mail is coming back.
[AGENT][NEUTRAL] Yes, ma'am. No, I I totally understand. So, and again, and when I transfer you, I will let them know the reason for your call to [PII], so that they can get this information updated. So that email that you sent, you said you sent that back in [PII], is that right?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Of [PII], yes.
[AGENT][NEUTRAL] OK, and it had all of the changes um to be made, including phone numbers, names, emails and all that. OK, so I will let them know that as well because I can see, I can see a note from that date so I'm not sure if just partial information was updated, but they'll be able to assist you with that as well, OK? Because I can see it was because your your name is actually [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, alright, well if you will give me one moment, I will get you connected. Is there anything else that I could help you with first?
[CUSTOMER][NEUTRAL] That's it for right now.
[AGENT][POSITIVE] OK. Well, thank you so much then for calling APL and I hope you have a very nice rest of your day today.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes, ma'am. Uh-huh, and thank you too. So one moment, please.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is Molero billing. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing fine, [PII], thank you for asking. How are you?
[AGENT][NEUTRAL] I'm all right. Um, I have the group number on the that I'm gonna transfer for is 8787.
[AGENT][NEUTRAL] Southern University.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the lady that's on the line, her name is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, she was initially calling because.
[AGENT][NEUTRAL] They, she received an email from [PII].
[AGENT][NEUTRAL] And they mailed payment.
[AGENT][NEGATIVE] And I verify the address she has is correct, but they've received that back.
[AGENT][NEUTRAL] It came back to them it's undelivered. OK, and then secondly, in verifying all of the group's information.
[CUSTOMER][NEUTRAL] OK, I know why.
[AGENT][NEUTRAL] Um, it's showing a [PII].
[AGENT][NEUTRAL] Anyway, long story short, she's not there anymore, and [PII] did send an email to the care team back [PII] to update.
[AGENT][NEUTRAL] Contacts for the group.
[AGENT][NEUTRAL] But I don't know if it was only partially done. I don't know. I can see the note in the EMPNT as well. I mean she's the one who told me she when she sent it, but I can see that there was a hub ticket created for it.
[AGENT][NEUTRAL] But the phone number that she's given me is, you know, for the primary number on the group, she never could give me what we currently have and then I see that [PII] is still in the system.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] So anyway, that's the second part of the call.
[AGENT][NEGATIVE] First she was concerned because their payment was returned and secondly, apparently all of their information um was not updated.
[CUSTOMER][NEUTRAL] Mm OK. And you said what was the date of the?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what's the phone good phone number to uh good contact number?
[AGENT][NEUTRAL] Her, OK, for [PII], it is [PII].
[CUSTOMER][POSITIVE] All right. I'll see what I can do.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK. Well, thank you, [PII]. Have a good evening.
[CUSTOMER][POSITIVE] You as well. Thank you, [PII]. Uh-huh. Bye-bye.
[AGENT][NEUTRAL] OK. OK. Bye bye.