AccountId: 011433970860
ContactId: 4d69ac93-76b5-49e2-9e6e-37d859927e95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404839 ms
Total Talk Time (AGENT): 135887 ms
Total Talk Time (CUSTOMER): 105976 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4d69ac93-76b5-49e2-9e6e-37d859927e95_20250603T16:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], this is, um, even in the Medling claims department. Um, I have a member on the line who's calling to make a payment. Could you assist him with that?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It is 0245849441.
[AGENT][NEGATIVE] Hang on, hang on, my pen's not working [PII] come on pin [PII].
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, and he's been verified and his callback number is the one that's in the system.
[AGENT][NEUTRAL] Um, this is a medlink policy. They can't pay for it on on their own. It has to go through the group.
[CUSTOMER][NEGATIVE] OK, yeah, he said he was calling to make a payment. I've never received a call like this before either. I had no idea what he was talking about. Oh.
[AGENT][NEUTRAL] Um, if he's calling to make the payment on his individual policy, we don't, we don't do that he'd have to go through his employer.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is he calling at the group level or at the individual level?
[CUSTOMER][NEUTRAL] OK, all right, I'll let him know.
[CUSTOMER][NEUTRAL] OK, I'm not sure. I apologize.
[AGENT][NEUTRAL] It looks like he is the group ad man. You can send them to me.
[CUSTOMER][POSITIVE] OK, here he is. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Um, this, um.
[CUSTOMER][NEGATIVE] I need to, uh, I need to make a payment. I was trying the website, but it looks like uh you guys are having issues uh with the website.
[AGENT][NEUTRAL] Um, are you on the new online service center or the old one?
[CUSTOMER][NEUTRAL] No, I'm, I'm on the new one.
[AGENT][NEUTRAL] OK. Uh, the only type of payment I can take.
[CUSTOMER][NEUTRAL] Well, we, we actually were trying.
[CUSTOMER][NEUTRAL] Mhm, go ahead.
[AGENT][NEUTRAL] The only payment, the only type of payment I can take over the phone is with a debit card or credit card.
[CUSTOMER][NEUTRAL] OK, can you, uh, can you first, uh, take a look at my policy and, and see if I'm, uh, up to date?
[AGENT][NEUTRAL] Um, yeah, let's see, 8004158 solutions.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Alright, it looks like we haven't received a payment since uh the beginning of April, um, and the May and June, um, invoices are outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me give you a credit card then.
[AGENT][NEUTRAL] Alright, give me one second. Let me get all that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you also tell me, um, once we make the payment, what is the email address that you guys have on file?
[AGENT][NEUTRAL] Um, we have.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It should be
[CUSTOMER][POSITIVE] OK, OK, yeah, that's correct, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Um, and which are you wanting to make both invoice payments?
[AGENT][NEUTRAL] Or just one?
[CUSTOMER][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] No, both
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] My computer's being slow. Everything is being slow today. Bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I've got.
[AGENT][NEGATIVE] None of the systems work.
[AGENT][NEUTRAL] I've got the May invoice in the amount of 123.99 and the June invoice in the same amount. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][POSITIVE] Alrighty I wanna get it all entered.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All righty. I am, uh, ready for that card number.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] One middle initial [PII], last name [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Alrighty, that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, um, you're gonna send me the confirmation to that to that email?
[AGENT][NEUTRAL] Yes, so [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much.
[AGENT][POSITIVE] You're welcome, no problem, and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks, bye.