AccountId: 011433970860
ContactId: 55a71a89-0618-4985-80cb-6e31b508c590
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221809 ms
Total Talk Time (AGENT): 69506 ms
Total Talk Time (CUSTOMER): 98638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/55a71a89-0618-4985-80cb-6e31b508c590_20250213T20:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um yes, I have a question regarding the billing. I just noticed that when I signed on to our account that the billing uh address had changed.
[CUSTOMER][NEUTRAL] And, um, but it's to a PO box and we mail our payments uh by UPS and UPS doesn't deliver to a PO box. Is there an alternate address that uh I can include?
[AGENT][NEUTRAL] Are you calling from a group or you're an insured or provider?
[CUSTOMER][NEUTRAL] The group, a group.
[AGENT][NEUTRAL] OK, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, the name of the company is IMC Property Management and Maintenance, and my name is [PII].
[CUSTOMER][NEUTRAL] And you can reach me at [PII].
[AGENT][POSITIVE] Thank you for that. And [PII], may I have your group number?
[CUSTOMER][NEUTRAL] My group number I guess that should be on my invoice, right? Hold on one second.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Mm, it has invoice details. I don't see the group number there.
[CUSTOMER][NEGATIVE] Oh invoice details, invoice number, but that's not gonna help you.
[CUSTOMER][NEUTRAL] Um, I don't have the group number.
[CUSTOMER][NEUTRAL] Unless I can log back in and get it there.
[AGENT][NEUTRAL] Yeah, I just need to verify. Um, what's the name of the of the um company IMC you said?
[CUSTOMER][NEUTRAL] Right, IMC Property Management and maintenance.
[CUSTOMER][NEUTRAL] But it might also be under IMC equity group.
[AGENT][NEUTRAL] OK, yes, that's it. Hold on one moment.
[AGENT][NEUTRAL] OK, and [PII], I have you here. I just need to verify your um or the group's mailing address and then your email address.
[CUSTOMER][NEUTRAL] OK. [PII]. And my email is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So, um, the physical address that you can send the payment to um would be
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] APL [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And that's [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you very much. You have a good rest of your day.
[AGENT][POSITIVE] You also, [PII], and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, thank you. You've been very helpful.
[AGENT][POSITIVE] All right. You're welcome. Have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.