AccountId: 011433970860
ContactId: 4b76d43b-0578-4148-b8e0-8ca1815aef2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263880 ms
Total Talk Time (AGENT): 92627 ms
Total Talk Time (CUSTOMER): 94251 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/4b76d43b-0578-4148-b8e0-8ca1815aef2e_20250206T21:21_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling regarding my account, um.
[CUSTOMER][NEUTRAL] It looks like one of the checks was not received by you and I just wanna confirm, confirm that and then maybe just pay over the phone.
[AGENT][NEUTRAL] OK. All right. Can I please get your name?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is your callback number just in case our call is dropped I'll, I can call you back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me tell you.
[CUSTOMER][NEUTRAL] It's a group number? Does that make sense?
[AGENT][NEUTRAL] No, it'll be uh inpatient certification number, member ID number, policy number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] So there's a few because it's a few different people on it.
[AGENT][NEUTRAL] Oh, so are you with the group?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK. I'm so sorry. I thought you were an individual calling about your own policy. I apologize. Miss [PII], what is your, um, group number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 17338.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] OK, and you just want to make a payment, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I wanna just see because I, I mailed the payment but then I got a.
[CUSTOMER][NEGATIVE] Then I got a from [PII] but then I got a a notice that that it was didn't go through me because of the address or something with the address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I wanna make sure that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But there's no how's the account's account?
[CUSTOMER][NEUTRAL] Active?
[AGENT][NEUTRAL] Yeah, I'm showing that it is um active. Can you verify your um physical address of your group for me please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna go ahead and transfer you now on over to group billing so they can assist you with your invoice. OK, it's gonna be a brief hold.
[CUSTOMER][NEUTRAL] well
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Ms. [PII] on the phone. She is with group 17338.
[AGENT][NEUTRAL] And she, the phone number she's calling from is a good call back number. She did verify the group and she's calling to pay invoices if there's any due.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um 1 2nd.
[AGENT][NEUTRAL] She said she sent a check.
[CUSTOMER][NEUTRAL] she doesn't have any, yeah, she doesn't have any open invoices, but I can still talk to her if you want.
[AGENT][POSITIVE] OK. All right, thanks, [PII]. I appreciate it. You have a good day.
[CUSTOMER][POSITIVE] Yeah, you too. Thank you.
[AGENT][POSITIVE] Mm bye-bye. You're welcome.