AccountId: 011433970860
ContactId: 47de5356-17ac-4883-8adc-b4feb079bafd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452579 ms
Total Talk Time (AGENT): 222156 ms
Total Talk Time (CUSTOMER): 214624 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/47de5356-17ac-4883-8adc-b4feb079bafd_20250226T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right um I've actually got a broker on the line uh for a group, um, I guess they're going through some changes and, um, changing staff, and they got an alert that they are behind on other premium and they wanted to know which invoice or invoices uh still need to be paid. I thought I knew where to look, but I don't think I do.
[AGENT][NEUTRAL] Oh no, it's OK. Um, it would be um in OSC or in GRMAI, but I'm not sure if you guys can see everything.
[CUSTOMER][NEUTRAL] I looked in the GRMAI that's where I went, but
[CUSTOMER][NEUTRAL] I don't see, maybe I just don't know what I'm looking for.
[AGENT][NEUTRAL] Yeah, you have to, it'll show like it shows outstanding invoices last, so you have to like press enter to go all the way to the end to see what's happening.
[CUSTOMER][NEUTRAL] Oh, I thought it'd be right at the front. Oh.
[AGENT][NEUTRAL] Yeah, like it goes like by what's most recently paid at the.
[CUSTOMER][NEUTRAL] Oh, I see that because the date it's the [PII]. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But it's OK. I can uh take a look at it. What's the group number?
[CUSTOMER][POSITIVE] Um, 24419. I appreciate you letting me know that.
[AGENT][POSITIVE] No problem for Haco Health.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] No, you're OK. I'm surprised not everybody's sick as crazy as the weather's been.
[AGENT][NEUTRAL] Um, who do we have on the line? What's the broker's name?
[CUSTOMER][NEUTRAL] Uh, her name is [PII]. I was able to verify her info.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yeah, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] OK, and just to make sure though, um, so any of the ones that say that weird date the [PII] or on bill, those are ones that have yet to be paid.
[AGENT][NEUTRAL] Uh, yeah, if it has, if it doesn't have, hold on, let me pull it up so I can see what call this one.
[AGENT][NEUTRAL] 2441
[AGENT][NEUTRAL] In the status, uh, like uh in the um.
[AGENT][POSITIVE] See all way to the end.
[AGENT][NEUTRAL] Alright, so, uh, in the, do you see where it says pay code, um, and at the end there's 3 that don't have a pay code.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and, uh, that means that it hasn't been paid yet and like you can look at also look at like the process date, the collected amount like if that stuff is blank then it hasn't been paid yet.
[CUSTOMER][POSITIVE] OK, OK, I appreciate you letting me know. I was starting populate right at the front, so that was my problem. All right, well I can send her over to you. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright, bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Um, am I speaking to [PII]?
[CUSTOMER][NEUTRAL] You are
[AGENT][NEUTRAL] OK, so you're calling to check on a group because it looks like um you said they had some changes and uh they were just wondering about the outstanding invoices that they have is that correct?
[CUSTOMER][POSITIVE] Right, it looks like I, I finally figure, I finally remembered how to get to the billing on our site. It looks like they have January and February is what's outstanding, is that correct?
[AGENT][MIXED] Yeah, January February outstanding March is also outstanding but that was just added a few days ago.
[CUSTOMER][NEUTRAL] Right, so it looks like because I, I'm just reading like I'm just looking at this, so they, uh, the last payment you got was for December.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 125. OK, so we need to pay payment for January and February so I can send these two invoices to her and uh the girl that is um handling um their um I'm sorry, the girl that's handling their accounts payable now, her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can she just call in and pay the invoice over the phone? Like, is there an account that she can reference and y'all just direct draft it from there or does she have to.
[CUSTOMER][NEUTRAL] Send a check or can you tell me what we can do?
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Yeah, so, um, she can, is she not able to log into the online service center?
[CUSTOMER][NEUTRAL] No, because it's under [PII] at [PII]. [PII], and she doesn't have access to his logins.
[AGENT][NEUTRAL] OK, and is [PII] no longer there?
[CUSTOMER][NEGATIVE] I don't believe.
[CUSTOMER][NEUTRAL] No, he is not.
[AGENT][NEUTRAL] OK, so, um, I also see.
[AGENT][NEUTRAL] OK, yeah, I see [PII] was suspended. I also see a pending account for [PII].
[AGENT][NEUTRAL] And then I see um another account under the HR email for [PII] [PII]. I'm not sure who that is.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That was [PII] and she's no longer with them either. We need an account just for AP [PII] [PII].
[AGENT][NEUTRAL] OK. If you can or the group can, doesn't matter, um, if you can send me that information in an email, I can actually set up an account for them. um, and also if you send like who the group contact and stuff needs to be changed to, I can change all of that and then get that set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so that they can log in and make payments, um, but if they want to pay over the phone, we, um, it would have to be a credit card or a credit card or debit card, um, but if you want, I can get the account set up like right now, and, uh, they can, they'll be able to go in and pay it now if they want to do it online.
[CUSTOMER][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I is it [PII] or is it a different email?
[AGENT][NEUTRAL] Uh, you can send it to the care team, but it might take a little longer. I can give you my direct email if you wanted to send it to me.
[CUSTOMER][POSITIVE] That would be great. What is it?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna be sending it um right now um and I'm gonna send you her um information so basically we just wanna take whatever [PII]'s email information was and transfer it over to I think they've been trying to get in touch with you um it looks like she sent you an email this morning saying that um she was trying to set up access but I will go ahead and send it so.
[AGENT][NEUTRAL] Midtime. OK, I see that from [PII]. I'm sorry, we had a meeting. I'm sorry, we had a, um, uh, all company meeting this morning, so I just now I get to go through all my emails, but um, yeah, I see. OK, I see that, yeah, and [PII], she's a new person, um, so she probably just didn't know like whenever she was I because I see that she emailed [PII] first but didn't get a response, uh, but that's just because she was new so yeah, I'll get that set up.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so that her signature has the information that you need and so we just if we can get her account set up today then she can remit payment for those two invoices.
[AGENT][NEUTRAL] OK, all right, so I'll get that set up and then I'll just respond to this email from this morning to all of you, so you're CC'd on it, um, so you can see when it has been set up and, uh, I'll attach like a a guide and stuff that whatever she needs.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] Alright, is there anything else that that you needed for?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That'll be it. Thank you so much.
[AGENT][POSITIVE] No problem. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.