AccountId: 011433970860
ContactId: 534f1ec2-876f-4fb5-a69a-812458e77c1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431690 ms
Total Talk Time (AGENT): 205109 ms
Total Talk Time (CUSTOMER): 172327 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/534f1ec2-876f-4fb5-a69a-812458e77c1e_20250327T19:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Hi, how are you today?
[AGENT][NEUTRAL] I'm fine and you?
[CUSTOMER][NEUTRAL] Uh, thank you. My name is [PII] and I'm calling, uh,
[CUSTOMER][NEUTRAL] The reason I'm calling is for the group number 17021.
[AGENT][NEUTRAL] OK, [PII], and how can I help you today?
[CUSTOMER][NEUTRAL] Please, I need the latest billing for this group, which is South Miami inpatient physician.
[AGENT][NEUTRAL] OK, [PII], so you're trying to get the latest invoice for this group, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes, ma'am. I can try and help you with this. And [PII], what is your last name?
[CUSTOMER][NEUTRAL] My last name is [PII], and I'm calling on behalf of the agent, [PII]. So to please email it to [PII].
[AGENT][NEUTRAL] OK, so first off I'll need to pull up some information, [PII] and verify some things with you for security. So what is your last name again?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] OK, thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get the group's information pulled up please, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you for your help, ma'am.
[AGENT][POSITIVE] Oh, you're very welcome.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and if you could verify [PII]'s email address for me one more time please now that I have the group's information pulled up.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] OK, so give me just one moment because I can see that this group.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] You have it on record, ma'am, of course. It's not my, the first time that I'm calling you guys.
[AGENT][NEUTRAL] Yes, ma'am. That's not what I was saying. Mhm. I, yes, ma'am.
[CUSTOMER][NEUTRAL] I just received it from uh from yeah.
[AGENT][NEUTRAL] This group is currently in renewal hold.
[AGENT][NEUTRAL] That is why they're
[CUSTOMER][NEUTRAL] What do I need?
[CUSTOMER][NEUTRAL] Sorry, can you repeat that?
[AGENT][NEUTRAL] Yes ma'am, this group is still in the room.
[CUSTOMER][NEUTRAL] I just received an email from.
[CUSTOMER][NEUTRAL] Yeah. What's renewable? What does that mean?
[AGENT][NEUTRAL] Um, OK, we're, uh.
[AGENT][NEUTRAL] This is is that [PII] in the background?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Great, what does renewal hold mean ma'am?
[AGENT][NEUTRAL] Well, it shows this group is in renewal in the renewal process.
[CUSTOMER][NEUTRAL] Correct, you have sent us information requesting uh information about the enrollees and we're gathering information to respond to your email requesting.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so that, OK, so sales or broker resources sent an email, is that correct?
[CUSTOMER][NEGATIVE] Yes ma'am, I don't know who sent it to us. I mean, APL is APL to me. I don't care and, and I mean if we're not, we're talking to the wrong people, are we, are we talking to the right company?
[AGENT][NEUTRAL] Yes, I'll be
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're speaking with APL, but you're needing to speak to broker resources instead of my division, so I was gonna get you connected with someone who can help you.
[CUSTOMER][NEUTRAL] No, we need the answer, OK, when you say the word that you use is
[AGENT][NEUTRAL] Because the group is in renewal, there's not an invoice for me to to be able to send you at the moment, which is what she was asking for.
[CUSTOMER][NEUTRAL] OK, how about a prior bill, ma'am?
[AGENT][NEUTRAL] Again, I'll connect you with broker resources and let them know what you're needing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, well, is there anything else that I can help you with before I connect you?
[CUSTOMER][NEGATIVE] Nothing has gotten done, so it wasn't very helpful for me. It could have been very helpful for you.
[AGENT][NEUTRAL] I'm yeah um.
[CUSTOMER][NEUTRAL] OK, so let let me leave, OK? And connect me to the right people.
[AGENT][POSITIVE] Absolutely. I'd be more than happy to say, yes, absolutely. Well, thank you for calling APL. Have a wonderful afternoon.
[CUSTOMER][NEUTRAL] So I can continue my story.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you today?
[CUSTOMER][POSITIVE] Good how are you doing?
[AGENT][NEUTRAL] I'm fine, thank you. So I have an agent on the line who's wanting, well, at first it was someone in his office and then but he's there because this group's in renewal and they're wanting, uh, they said they received an email from APO they don't know who sent it. I mean they're he's rude, but it doesn't that doesn't matter. It's um it's [PII] is who it is.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] And it's group number [PII], mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And he's calling on group 17021 South Miami inpatient physicians.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but the group is in renewal. There's not an invoice first off, but he says he's received an email wanting all, you know, enrollment information and they're needing some type of previous bill. He, he didn't say why is that. But anyway, you know, I just told him he would try, I tried to tell him he was speaking to the wrong department and of course when I asked him if there's anything else I could help him with him, help him with before I connected him over to Broker Resource, you know, it was essentially I didn't help him at all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So I mean you know hey you can't tell me who sent you the email. I, I, you know, you're not helping me either.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] But of course, I didn't say that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, so you said the group number was 17201?
[AGENT][NEUTRAL] No, 17021.
[CUSTOMER][POSITIVE] 17021. OK, I was about to say that one came up as lap alrighty perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. Uh, OK. Well, thank you so much and I hope you have a nice afternoon, [PII].
[CUSTOMER][POSITIVE] I will take them whenever you're ready.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] OK, thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] All right, bye-bye.