AccountId: 011433970860
ContactId: 51f7bfbc-186f-4774-b660-520ec546bb23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518229 ms
Total Talk Time (AGENT): 137711 ms
Total Talk Time (CUSTOMER): 248917 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/51f7bfbc-186f-4774-b660-520ec546bb23_20250218T17:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, how are you today?
[AGENT][NEUTRAL] I am fine, and yourself?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Good. How was your long weekend?
[AGENT][NEUTRAL] My what? Oh, I didn't have a long weekend. We were, we were open yesterday.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Bad news, bad news. I'm sorry to hear that.
[AGENT][NEUTRAL] Yeah, my son had a long weekend though, but.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Lucky, lucky you.
[AGENT][NEUTRAL] Well, the thing is I still got them up because I didn't know, so I still got them up and try to take him to school.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Oh, anyway, uh, my name is [PII]. I am the assistant of the agent [PII].
[AGENT][NEUTRAL] OK. And how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] OK. Uh, my question is the reason I'm calling is regarding the group 24 24 5.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And verify that group name.
[CUSTOMER][NEUTRAL] It is Arka.
[CUSTOMER][NEUTRAL] Worldwide.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] OK, yes, ma'am. And how may I assist you today?
[CUSTOMER][NEUTRAL] OK, uh, the question is, can you like just have a look on the billing? I think that they didn't pay and their answer was that they don't know the way for payment for this group.
[AGENT][NEUTRAL] Oh, the group is saying they, they don't know the way of the payment. I'm sorry.
[CUSTOMER][NEUTRAL] So I wanna make sure first.
[CUSTOMER][NEUTRAL] Yes, yes, I'm sorry too. That's why I'm calling to make sure first because the reason was that so I would, I would like to know when is the last thing they did the payment they've been more than a year with us with APL and now this is their uh uh uh issue.
[AGENT][NEUTRAL] OK, so it's like.
[AGENT][NEUTRAL] And do you have the invoice number or the month?
[CUSTOMER][NEGATIVE] Oh, no, no.
[CUSTOMER][NEUTRAL] It's gonna be under the
[CUSTOMER][NEUTRAL] Maybe [PII].
[CUSTOMER][NEUTRAL] Can you have a look, please?
[AGENT][NEUTRAL] Uh, for the group admin, OK, yes, I show it's group admin.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Arco were white.
[CUSTOMER][NEUTRAL] So they have Florida Blue and they have the APL.
[CUSTOMER][NEUTRAL] Let me see if I do have here any invoice or something. One second, let me help you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Let's see here, what do we have?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm. Let me see.
[CUSTOMER][NEUTRAL] APL, APL, APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Can you try with this invoice number please?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 000636
[CUSTOMER][NEUTRAL] 245 7.
[AGENT][NEUTRAL] OK, see.
[CUSTOMER][NEUTRAL] This is dated [PII].
[CUSTOMER][NEUTRAL] But I'm trying to help you not to see the invoice number if it's correct. Yeah, this is the invoice correct. American Public Life Insurance are cover wide.
[AGENT][NEUTRAL] 57
[CUSTOMER][NEUTRAL] The group number is 24245 and the invoice.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 0006362457.
[AGENT][NEUTRAL] 257. I show that payment was received, that was for.
[AGENT][NEUTRAL] July
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I know I know I know but I'm I'm, you, you asked me if you have any invoice this is the one that I signed to help you.
[CUSTOMER][NEUTRAL] So let's see, I don't know how many months they didn't pay, what is the the last payment due, the amount.
[AGENT][NEUTRAL] Well, the next one would be February because we received January, um.
[CUSTOMER][NEUTRAL] Uh, you received the payment for January.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, the payment of?
[AGENT][NEUTRAL] 1,16332.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the one coming now for February.
[AGENT][NEUTRAL] Uh, that's February, give me a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] So this was for 1,68286.
[CUSTOMER][NEUTRAL] So it's gonna be when it's due, February when?
[AGENT][NEUTRAL] Uh, it shows [PII], but I do believe there's a grace period.
[CUSTOMER][NEUTRAL] OK, so it is, it's gonna be 1680.
[AGENT][NEUTRAL] 8286 $1,682.86. Yes, ma'am.
[CUSTOMER][NEUTRAL] 86 cents.
[CUSTOMER][NEUTRAL] OK, OK, and what, what is the best way to do the payment?
[AGENT][NEUTRAL] Uh, they can mail or they can send it, if they are set up on the online service center, they do have it to where they can make a payment through the OSC.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] One moment, so they can mail it, you mean check?
[AGENT][NEUTRAL] Uh, mail check, yes, ma'am.
[CUSTOMER][NEUTRAL] To, to what address?
[AGENT][NEUTRAL] Uh, give me a moment because I know, see, give me one moment.
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, can I ask you a big, a huge favor, please?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, if you don't mind, can you send me the address and what is the way for payment like the two choices or the two whatever that you have by email to [PII]?
[AGENT][NEUTRAL] Uh, yes, I can email that, uh, it's a flyer. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah, yeah, take your time, but you know this is the best if if this is their question, so I'm gonna send them, send it to them in writing from you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And let me make sure I have that cause I wanna see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me do a book. OK, I send you that flyer, um.
[CUSTOMER][NEUTRAL] Please, please put me the group number so let them make sure that this is for them 24245, the payment due in February and the way how to do the payment or online what is the link or by mail what is the address.
[AGENT][NEUTRAL] OK, yes, ma'am. I'll send that in that email.
[CUSTOMER][POSITIVE] Thank you so much. You have a great day and I'm sorry one more time for yesterday.
[AGENT][POSITIVE] Oh, no, you're fine. Uh, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK, OK, my dear, bye bye.
[AGENT][NEUTRAL] Bye.